FAQ & Help Center

Need help with your pattern?

Find your question below and follow the simple steps. If you still need help, use the Contact page in the store menu. I’m happy to help!

           1. I bought a pattern. Where are my files?

Before you pay, you will be asked to enter your email address. Please use an email address you can access and check it carefully for typing mistakes. After payment, a link to download your cross stitch pattern files will be sent to that address.

To find your files:

1. Open the email account you entered at checkout.

2. Look for an email with your download link. If you cannot see it, check your Spam or Junk folder too.

3. Click the download link and save the files to your computer, phone, or tablet.

If you entered the wrong email address or cannot find the download email, please contact me through the Contact page in the store menu. Include your order number, if you have it, so I can help you find your purchase.

            2. Where did my downloaded files go?

Files are usually saved in a folder called Downloads.

• On a computer: open your file manager and look for Downloads.
• On a phone or tablet: open the Files or My Files app, then look for Downloads.

If you still cannot find the file, check the downloads list in the browser you used to download it.

       3. I downloaded a ZIP or RAR file. What should I do?

A ZIP or RAR file is a package containing other files. You need to unpack it before using the patterns inside.

1. Find the downloaded ZIP or RAR file.

2. Look for an option such as Extract, Extract All, or Unzip.

3. Open the folder created after extraction.

4. Find the PDF files inside.

If your device cannot unpack the file, contact me and tell me whether you use a Windows computer, Mac, iPhone, iPad, or Android device. I’ll help you with the next step.

                     4. I cannot open the file.

First, check the letters at the end of the file name.

• .zip or .rar: unpack the file first, as explained above.
• .pdf: open it with a PDF reader.

If it still will not open:

1. Try downloading the file again.

2. Wait until the download finishes before opening it.

3. Try opening it in a PDF reader instead of inside your email app.

Still stuck? Send me the file name and a screenshot of the error message.

       5. I bought several patterns, but I see only one file.

One file may contain several patterns or instructions for accessing them.

1. Check whether it is a ZIP or RAR file. If so, unpack it to see what is inside.

2. If it is a PDF, open it and read the first page. It may contain instructions or a download link.

3. Check the download email for any additional files or links.

If you still cannot find all your patterns, contact me with your order number and the name of the file you received.

                     6. Which PDF file should I use?

Start by opening any file named Read Me or Instructions, if one is included.

Your purchase may include different versions of the same pattern. Check the file names and the description of the pattern you purchased.

For example:

• A colour chart uses colours to help you follow the pattern.
• A black-and-white chart uses symbols without coloured backgrounds.
• A file marked for Pattern Keeper is intended for use with that app.

You do not need to print every version. Choose the one that is easiest for you to read.

If you are unsure, send me the file names and I’ll help you choose.

             7. Can I use my pattern in Pattern Keeper?

Check the product description to see whether your pattern includes a Pattern Keeper-compatible file.

If a compatible file is included:

1. Download and unpack the files if necessary.

2. Find the PDF marked for Pattern Keeper.

3. Import that PDF into the app.

If the file does not import correctly, send me the pattern name, the file name, and a screenshot of the problem.

If compatibility is not mentioned in the listing, please contact me before purchasing to check.

         8. Can I use the pattern on my phone or tablet?

You can view a PDF pattern on a phone or tablet using a PDF reader.

1. Download the files.

2. Unpack them if they are in a ZIP or RAR file.

3. Open the PDF.

4. Zoom in to make the symbols easier to see.

If you want to use a stitching app, check that the pattern is compatible with that app before purchasing.

                      9. How do I print my pattern?

1. Download and open the PDF.

2. Select Print.

3. Check the preview to make sure nothing is cut off.

4. Choose the pages you need.

5. Print one page first to check that the symbols are clear.

If the edges are cut off, try the Fit to page option.

You can also ask a local print shop to print the PDF for your personal use.

    10. The printed symbols are too small. What can I do?

Check whether your files include a version spread over several pages. This may be easier to read than a chart printed on one page.

When printing, make sure you have not selected an option that puts several PDF pages on one sheet of paper.

You can also view the PDF on a screen and zoom in.

If you still need help, contact me with the pattern name.

       11. Do you send a printed pattern, fabric, or thread?

These listings are for digital cross stitch patterns.

No printed pattern, fabric, thread, needles, or finished embroidery will be sent.

Please read the product description before purchasing to see exactly which files are included.

   12. My download link does not work. What should I do?

1. Try opening the link in your web browser.

2. If that does not work, try a different browser or device.

3. If you see an error message, take a screenshot.

Contact me with your order number and the screenshot so I can help.

                    13. I lost my files. Can you help?

Please contact me with your order number or the email address used for your purchase.

I’ll help you check your order and the available options for accessing your files again.

After downloading, keep a backup copy somewhere you can easily find it.

                            14. Can I get a refund?

If there is a problem with your order, please contact me and explain what happened.

For details about refunds on digital products, please read the store’s Refund Policy. Any request will be considered in line with that policy and applicable consumer rights.

If you are having trouble downloading or opening a file, I’m happy to help.

                       15. How can I contact you?

Open the Contact page in the store menu.

To help me understand the problem, please include:

• Your order number, if you have it.
• The name of the pattern.
• A short description of what went wrong.
• The device you are using: computer, phone, or tablet.
• A screenshot of the problem, if possible.

Please do not send your password or payment card details.

You do not need to know any technical words. Just tell me what you see on your screen, and we’ll take it from there.