FAQs and Help
GRACEFUL EMBROIDERY OFFICE HOURS
Monday to Friday 9AM to 7PM (GMT)
As Graceful Embroidery is based in the UK, which is between 4 and 8 hours in front of the USA, it may take me up to 12 hours for me to get back to you.
Queries made at weekends will be answered on Mondays.
Thank you for your interest in Graceful Embroidery. If you cannot find the answer to your query below, please email me giving as much information as possible.
WEBSITE PROBLEMS:
Here is Hazel’s guide to website issues you may encounter
AVOID DUPLICATE ORDERS AND KEEP A RECORD OF THE DESIGNS YOU BUY AT GRACEFUL EMBROIDERY
Download Order History Word document to plan your purchases
Download Order History PDF to plan your purchases
(regularly updated to reflect new collections and designs)
TOP TIP:
When you arrive at Graceful Embroidery log into your account straightaway
Click here to see what is coming next at Graceful Embroidery
Watch lots of free tutorials on YouTube
"What is the difference between your website, Graceful Embroidery and the Graceful Embroidery Society?"
Graceful Embroidery is an eCommerce site. The Graceful Embroidery Society is an exclusive and private community on Skool, for those who want to be inspired, challenged, and enjoy machine embroidery freebies that are not available anywhere else. Designs are viewed and purchases made only on my website not in the Society. The two sites are not linked so they require separate log ins. When customers become members of this community they have privileges and access to unique areas at Graceful Embroidery but only when they log into their accounts. Their membership Society level appears on the main menu at Graceful Embroidery and is a special page with information and a link to the Skool community. Before designs are released, they are available to pre-order, but only to Graceful Embroidery Society members, so it really pays to join. This means that members will not be able to see the designs until they log in. They will appear on the NEW page and also on the Home page under Latest designs. Members of the Society have access to unique and exclusive MACHINE EMBROIDERY FREEBIES throughout the year. When applying to join you will notice I ask a few questions so only genuine machine embroiderers become members.
"I used to be a member of the Graceful Embroidery Forum. What has happened to this group and my membership?"
In 2025 the Graceful Embroidery Forum closed as the platform was no longer viable or worth the money. All members were informed about this several times and invited to join a new community called The Graceful Embroidery Society. Please click on the link and join us all there today. Based on the Skool platform this is a wonderful and vibrant community which I am sure you will enjoy.
"Why I have not received any of your newsletters recently?"
I have changed over the platform that sends out my newsletter so you need to subscribe afresh or email me. A link to the main newsletter is at the top of the page. Embroidery Thoughts is sent out to members of the Graceful Embroidery Society so you will need to join before you can subscribe to that newsletter.
"Do you take embroidery commissions?"
Very rarely. I am happy to give them consideration to see if they fall within the type of embroidery that I specialise in.
"What fabric do you use for your embroideries?"
Most of my embroideries are stitched out on silk dupion. I prefer the slubby type as it us more forgiving and there are so many colours available. Here are some websites where you can purchase silk dupion: Fabric Wholesale Direct (USA) Pure Silks (USA) The Silk Route (UK) Fabric UK (UK) (I have not purchased from all of these online shops)
"Which web browsers are best for Graceful Embroidery?"
My website developer suggests Google Chrome or Firefox for PC users and Safari for Apple computers. Internet Explorer Edge is no longer recommended. Over the years I have come to conclusion that every browser has its limitations!
"The webpages do not seem to be working properly. The pages do not seem to be up to date. What should I do?"
Sometimes it is advisable to refresh your browser and if you are really having issues it may be a good idea to clear your browsing history. Websites are very complicated now and your computer has to remember more details, so I advise clearing your browsing history more often.
"How can I prevent myself from purchasing the same design set twice?”
I recommend that you keep all your designs from Graceful Embroidery in one folder marked Graceful Embroidery. Within this folder create sub folders for each collection. (e.g. Bridal Grace) and place the design sets in further sub folders. Then every design is automatically listed in alphabetical order. I also have a Order History PDF & Word document which you can print to keep a record of your purchases. This is updated from time to time.
"I no longer wish to receive your newsletters. How do I stop my subscription?”
In your account you can opt to turn off newsletters. When you are signed in go to my account and scroll down to find the Newsletter link. There is also an unsubscribe button on all my emails. Otherwise you can email me and I will do it for you.
"I emailed you for help and have not heard back?"
At busy times especially at the beginning of my Grand sale and Birthday Sale and at weekends, I can take up to 36 hours to get back to you if lots of people are emailing me.
"Do you have freebie designs which I can download to check the quality of your digitising?"
Yes most collections have a freebie and it is usually placed on the product page of every set in a collection.
"Can I earn Rewards on items purchased in the sale or those discounted?"
No I am afraid not.Rewards are not added to your account for orders made in the sale or in the weekly discounts, as you will have made significant savings.
"Where do I enter the coupon code to get discount on my order in the sale?"
After you have finished adding items in your cart, go to My cart.
"What should I do if the coupon code doesn't work?"
Keep trying making sure that you add it accurately. Try again at a different time of day. Clearing your browsing history will also prevent this from happening. Otherwise email me so I can do it manually for you.
"Will I pay tax on my order?"
If you live within the European Union or in the UK, 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. Once you are logged into your account the price shown will include the relevant tax. Please make sure your address is correct so you are charged VAT if applicable.
"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?"
I suggest that you use a different website browser like Google Chrome or Safari to avoid these compatibility problems. Clearing your browsing history often sorts the problem out too!
"Can I make my order by phone?"
I do not offer this service as there are multiple ways to pay now.
"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 as customers did not have accounts. Orders made before 2014 can be added to your account and it takes an average of 7 days for this to be done. There is an administrative fee of $10.
"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 along with the important PDF. Some customers have several machines so they can download the formats they require, which is allowed.
"Can I pre order your designs before they are released?"
Yes to find out about pre ordering and the Pre order service email me to apply. You must be a member of the Graceful Embroidery Society to use the service.
"I need my designs in another format now that I have changed my machine, what should I do?"
Just log into your account and go to your Order History and download the Zip folder again to find all the available 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 gracefulembroidery@outlook.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 size of designs in the set.
"Why are some sets not available in some formats?"
Not every design will convert to every format. Sometimes the designs which have the Outline alignment stitches OAS will not convert, but the design without them will. There are limitations for every format based on the hoops that have been produced by the embroidery machine manufacturer associated with that format. My software will not allow me to convert every design to every format. I prefer not to work around this and force the conversion. If there is a particular design that you require to be converted, I can do my best, but some alteration may be needed. I can reduce designs in size slightly in my commercial software so that there is no compromise in the quality of the embroidery. However, every design is different and for some the type of stitches used may limit resizing. The most limited formats are HUS and VIP as they are older Husqvarna formats.
"How do I make sure I have seen all your designs?"
Use the site map which is located in the footer at the bottom of each page or download the Order History at the top of this page.
"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?"
On each product page click on the downloads tab where you will find 2 PDF's, in metric and imperial dimensions.
"Can I order designs and have them sent to me on a CD or USB?"
I no longer send out CD’s. Please contact me via email to confirm if I can send a USB to you. Due to the new tariffs coming into effect, it may no longer be financially feasible.
"Can I send you a cheque for my designs?"
No, cheques are too expensive to deal with as I live in the UK.
"I do not like to use PayPal so may I pay by credit card?"
Yes, the new website offers you several options on paying for your designs. The system accepts most cards, but will not accept American Express. You can also email me with your order and request a special QuickBooks invoice in Euros, US$ or GB pounds, but I don't think that will be necessary any more.
"Do I earn Rewards for the purchases I make?"
Yes, I give Rewards on most orders but not on those which are part of collections, special offers and sales.
"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, usually on a Monday. Wait 7 days and they will appear, or email me.
"How do I spend my Rewards?"
When you have logged into your account select Rewards to see your current balance. Download the PDF to explain the process.
"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. Your orders remain there so you can return to your account and download them again at any time. No limits.
"Can I share your designs with others?"
NO, please do not do that. All designs are copyrighted and remain the property of Graceful Embroidery.When you purchase the designs you are actually only purchasing a LICENSE to use them 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 agreed to when you made a purchase at Graceful Embroidery.
"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 to some machine formats.
"May I have a refund if I make a duplicate order?"
Refunds will be given at that the discretion of the Graceful Embroidery owner up to 3 months from the time of the second purchase. Older duplicate orders cannot be refunded.
"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 ready to download.
"What will I receive in my zipped folder?"
Your zipped folder contains folders for every format that the designs are available in, but you 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 for OAS and one 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 and I suggest you keep it inside a sub folder with the designs inside your Graceful Embroidery folder.
"How can I know when you release new sets?"
I suggest you join the Graceful Embroidery Society and follow me on social media for up to the minute information. I also send out a regular newsletter.
"My computer died and I lost all my designs. Do I need to buy them again?"
No you only have to buy the licence for each set of designs 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 in your account, 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 and add them to your account but there is an adminstrative charge of $10 to do this.
"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 Graceful Embroidery Society but I cannot see the Members area on the website. Where is it?"
Members can only see their area of membership when they logged into their accounts.
"What is the difference between an account at Graceful Embroidery and membership of the Graceful Embroidery Society?"
Graceful Embroidery is an eCommerce website where you can purchase my designs with an account. The Graceful Embroidery Society is a place of inspiration and discussion for those who love my designs, a private social media community. You need to register for this Society and have an account so you get all the privileges. Click on the Graceful Embroidery Society tab on the main menu on my Home page at Graceful Embroidery.
"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.
"Not all my orders are showing in my account because I bought designs from you before 2014 and I have bought them from other Malls. Can they be added to my account?"
Yes I do offer this service, but it can be time consuming so there is a charge of at least $10 or more depending on the amount of work involved.
"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. Try again, and if you still encounter problems, please email me.
Updated: 2nd July, 2026