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Thank you for your interest in Graceful Embroidery. Unfortunately I am unable to take commissions for embroidery. If you need help navigating my site or need guidance on ordering please read on or  Download the PDF tutorial which has been written by Pamela Cox. If you cannot find the answer to your query, please email me. As I live in the UK, which is between 4 and 8 hours in front of USA, it may take up to 12 hours for me to get back to you and longer at weekends!  

"I emailed you for help and have not heard back?" 
At busy times especially at the beginning of my sale in August, I can take up to 36 hours to get back to you if lots of people are emailing me.

"Which design was used for the background of your website?" 
The background was designed especially for the website from designs in  Celtic Grace 5 and the Celtic Grace collection.

"Can I earn Rewards on items purchased in the sale?" 
No Rewards are not added to your account for orders made in the sale!

"What should I do if the coupon code doesn't work?" 
Keep trying making sure that you add it accurately. Perhaps the website is overwhelmed so I suggest that you return and try again at a different time of day.

"Will I pay tax on my order?" 
If you live within the European Union, you will be charged Value Added Tax (VAT) at the rate relevant to your country. Customers who live outside of the EU will not be charged any tax.

"I cannot see where I need to choose the format that I usually buy embroidery designs in?" 
When you get your download after completing your purchase you will open a Zip file which contains every available format. Just download the ones you require.

"I am having problems with my order, and am unable to download my designs?" 
It has been reported that Internet Explorer has many issues with Windows 8, so I suggest that you use Google Chrome or Safari to avoid these compatibility problems.

"Can I make my order by phone?" 
I live in the UK so it would be best to email me first and see if we can avoid an expensive phone call. I am happy to phone you at a convenient time that is pre-arranged by email. There will be NO charge for this service.

"Do  the Rewards  we get on our orders ever expire?" 
No, not at all. Keep them until you have enough to purchase a new set of designs.

"I made an order yesterday and cannot see the rewards for it?" 
I add the rewards to your orders once a week. Wait 7 days and they will appear, or email me.

"Can you set my password for me?" 
Of course I can, just email me as I am happy to do that for any account. If you request a new password and do not get a reply you probably entered it incorrectly.

"Where are the designs that I ordered on your old website? They are not showing on my Order History" 
Unfortunately there was no feature on my old website which would show your order history, and so they cannot at present be added to your current history. If you need me to prepare a list of past orders that can be done for you.

"When I opened the Zip file every format was there and I don't want them all as they will take up too much space on my computer. Must I download them all?" 
I suggest that you do not download the Zip file but just open it and download the format you require. Some customers have several machines so they can download the formats they require.

"Can I pre order your designs before they are released?"
Yes to find out about pre ordering and the Pre order service you must be a member of my Embroidery group and have an account on my website.
 Find out more.

"How do I become a member of your embroidery group so I can pre order designs?"
To make pre orders you need to get access into the Members area so you should join my Yahoo Graceful Embroidery group. Click the Graceful Embroidery group link which can be found in the footer area of every page. As a member you will be given access to the Members area of the website where you will be able to make pre orders.

"I need my designs in another format now that I have changed machine, what should I do?" 
Just log in and go to your Order History and download the Zip folder again to find all the formats. If you bought the designs before the new website, they will not show in your Order history so you need to email me at orders@gracefulembroidery.com

"I have chosen a set of designs but they do not seem to be available in my format. Can you help me?" 
Usually this means that it is not currently available in that format, because the machines that use that format do not have hoops to accommodate the designs in the set. In the instance of less common formats the designs may be available so do email me to check it out. I am always interested in what my customers need so do not hesitate to let me know your needs.

"I want to check out which sets in a collection are suitable for my machine and hoops. Can I be sent the PDF's of the designs stitch counts and dimensions?" 
Just email me to request any PDF's you need. It may be helpful for you to mention your machine and the hoops you have for it.

"Can I send you a cheque for my designs and have them posted to me?" 
No, cheques are too expensive to deal with as I live in the UK. If you require your order on a CD I can send it to you at the cost of $15. 

"I do not like to use Paypal so may I pay by credit card?" 
Yes, you can use Sage Pay on my website if you prefer.

"Do I earn Rewards for the purchases I make?" 
Yes, I give Rewards on most orders.

"Why must I have an account to use the website?" 
This gives the best customer experience and means that all your orders will show in your account and you can earn Rewards and create a wish list.

"Can I share your designs with others?" 
NO. All designs are copyrighted and remain the property of Graceful Embroidery. When you purchase the designs you are purchasing a LICENSE for your own personal use, 
enabling them to be loaded on your computer and embroidery machine. Please do not share them with others as this is an infringement of my terms and conditions which you agree to when making a purchase.

"How do I know which colours to use for a design as they look different on my machine than on your website?" 
Colours vary on computers and are not always accurate. Each design set comes with a PDF which gives the colours I recommend. Unfortunately, not all colours remain the same when designs are converted. This is the case for DST format.

"May I have a refund if I make a duplicate order?" 
The new website gives you a Green error message at the top of the page if you have bought a design before. Refunds will be given at that the discretion of Graceful Embroidery owner up to 3 months from the time of the second purchase. Older duplicate orders cannot be refunded but Rewards may be given to the value of the order.

"I purchased some designs but they are not showing in my download area?" 
Do remember that if you Pre ordered a design set it will not show up in this area until it has been released. You will be advised by email when the designs are in your account.

"What will I receive in my zipped folder?" 
Your zipped folder contains folders for every format that the designs are available in, but only need to download the formats you require. If the designs are available with Outline Alignment stitches (OAS) there will be 2 folders of designs within each format folder, one with designs with OAS and one with those without them. As well as the folders of designs there will be a PDF, which is a guide to the use of the designs that I have prepared for you. To get the best from my designs ALWAYS read this document as it contains essential information. 

"How can I know when you release new sets?" 
I suggest you join my Embroidery group for up to the minute information. I also send out a newsletter but not after each set release.

"My computer died and I lost all my designs. Do I need to buy them again?" 
No you only have to buy a licence once. From mid-March 2014 (When the new Graceful Embroidery website was launched) you will be able to see a history of all your purchases and you can download them again at any time. This facility is not available for purchases made before this time. I can find all your previous orders but need some time to look them all up and send them to you. 

"Can I use your designs on items that I intend to sell?" 
Yes, without limit providing you do not edit them in any way without my permission. 

Is it possible to purchase gift tokens for my wife, so she can select some designs herself?
Yes you can now purchase gift vouchers. Look for the appropriate link in the footer, at the bottom of any webpage on the website.

"I am a member of your Embroidery group but I cannot see the Members area on the website. Where is it?" 
The Members area of the website will only be seen by those Members who have created an account and have emailed me to give it access to the Members area with the correct membership level. Once that is done I will confirm by email and  it will show at the top of the page next to Home button every time that you log in.

"I cannot remember my password for my account. How can I find out what it is?" 
When you make an attempt to log in you will see a place to request a password reminder. Please contact me if you are really having problems and cannot access your account and I will check to see if you have one.

"I cannot log into my account and I have asked for a new password but I never received one. Please help me?" 
This usually happens when you do not spell your email address properly. If you still encounter problems, please email me.







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