AnswerFrequently Asked Questions (Help)

We will publish frequent questions, which our costumers ask and some interesting information about embroidery in this section.

Q: What is included in the embroidery download?    (link)

Q: Embroidery machines file formats   (link)

Q: What do I do if the files are corrupted? 
Answer: Don’t panic. Contact us immediately and we will help you solve the problem.

Q: What is your refund policy? 
Answer: 
We do not refund purchases, but we will provide technical support. If you are unsure that your hardware will support our designs, please download our Free Design first. We guarantee only the quality of the files and formats we provide. If you purchase our designs for conversion or resizing, then you do so at your own risk. We are not responsible for the quality of the converted or resized files or failure to convert or to resize them.

Q: When I download the designs, the colors are different than the ones on the website
Answer: We can not guarantee that your software will reflect the thread colors that we used to sew the designs. Each machine format has a certain amount of colors in its palette. Because of this, not all colors will translate from the digitized file to the machine embroidery file.
We make a list of the colors that we used to sew the design and provide that for you on color change sheets. Instead of following the colors in your software, follow the color change sheet that is provided for the design. Color change sheets are located near the image of the design on the website.

Q: Why doesn’t my design show up in my machine?
Answer: A design may not show up in your machine for the following reasons:
1. The format is not included in the design name. (Wrong: Angel)   (Correct: Angel.pes)
2. The design is too large for your machine’s sewing area.
3. The design is not centered.

Q: The format I need isn’t listed. How can I get the format I need?
Answer: If the format your machine uses is not listed it may be because the design is too large for most machines using that format. If the design doesn’t fit within your machine’s sewing area, contact customer support to request the design be converted into the necessary royalpresentembroidery @ gmail.com

Q. Can I sell items that I embroider with your designs?
Answer: License is automatically obtained when you bought a design. The only thing you CAN’T do is sell or spread our digital file over the Internet!

Q. How do I pay for my designs?
Answer: Once you have finished selecting the designs that you would like to purchase, You have the option of paying with either a Paypal account or by using your credit card. Either way, your information will be encrypted using SSL technology, ensuring that it will be kept private and secure. In fact, we never even see your credit card information. The credit card company just tells us if it was approved or not. Once your payment has been processed, you will be forwarded to a webpage which contains the download links for your designs.

Q. Where is my purchase order e-mail?

Answer: Usually the purchase order email is sent within minutes after a successful purchase. If you haven’t received your purchase order email please try one of the following: Check your spam/junk mail folder. Strict junk filters may mistake the purchase order for spam email so please check your junk mail for the purchase order email.
Wait for half an hour. For various technical reasons it could take a bit longer than usual for the email to arrive, so sometimes the best thing to do is wait for a short while.
Look up your serial number. If you’re only missing the serial number (instead of the order confirmation) you can retrieve it from our serial number lookup page.
Contact us. If the purchase order email is neither in your spam folder and even resending it doesn’t work then please get in touch with us and we’ll have it sorted out for your in no time.

Privacy Policy
This policy covers how we use your personal information. We take your privacy seriously and will take all measures to protect your personal information.
Any personal information received will only be used to fill your order. We will not sell or redistribute your information to anyone.

Refund policy
Unless it has been established that the files we have delivered have defects, machine embroidery designs delivered in the form of E-files are NOT refundable or returnable. In the event you experience some problems using our products, you are kindly requested to contact us immediately. We shall provide assistance and we shall replace the files, if needed.

If you have questions about the above, let us know! Send an email to royalpresentembroidery@gmail.com

Royal Present Embroidery offers a higher level of personal data protection with a new SSL security certificate. (link)