What formats do you offer?

We offer ART, DST, EXP,HUS, JEF, PES, VIP and XXX. Please note that Sew  formats are not avaliable for the 5x7 designs. In this case and where we offer both the 4x4 and 5x7 sizes in a set, you will receive the required format in the 4x4 size and Pes in the 5x7 size. If you are not sure of your format, please have a look at my embroidery tips page to get a guide as to what your format may be (it is also recommened that you also check your manual).  You may also request formats that are not available for download such as PCS and CSD.

Do you provide Color Charts?

Each embroidery set/design includes a text format color chart with the exception of single color designs. In addition, our most recent sets include BMP color charts that show the color to be used. These were not previously provided due to file size. If you require a JPEG color chart for a set that does not include them in your download, please just email us and we can send them to you.

Are embroidery designs manually punched?

Yes, all designs are manually punched to provide you with the highest quality design.  Our commitment to you as a customer is to provide you high quality embroidery designs with minimal jumps.  Designs are digitized with Bernina Artista software. Older sets will have lower versions of the software where as the newer sets use the version 5 software.

Are designs test stitched?

Yes, all designs are test stitched a number of times prior to release. All feedback from test stitchers is seriously considered and incorporated into the designs.  A big thank you goes to our test stitchers who have so generously given their time, support and encouragement.

Where do you get your artwork?

We have spent a lot of time, effort and money in searching and purchasing illustrations from exceptionally talented illustrators all over the world.  In some cases, we use our own art as well.

Where we use an illustrator's or graphic artist's work, we have purchased the appropriate license to digitize their work.  Some are from illustrators we have sought to be exclusive to Splinters & Threads and we have licensed the right to use that artwork solely for use by Splinters & Threads or hold a worldwide exclusive embroidery license.

Some of the licenses that we do have are non-exclusive licenses and consequently you may see other digitizers that have some of the same work.  I also use works that are now in public domain and open source graphics.

How do I pay?

You can pay by credit card, digital check or PayPal. When you have added your designs to the cart just choose how you wish to pay from the selection list. PayPal payments are processed by PayPal. You will be transfered to their sites respectively to securely complete your payment before being returned to the Splinters & Threads website for file download.

Please note that if you pay via echeck, echecks do have a clearing period of a couple of days. Consequently, your designs will not be avaliable as instant download when you pay via echeck.

Please also note that with technology, sometimes your order will not process for some reason. It is unlikely that this is a result of the site. What we suggest is that you close your current internet browser and open a fresh one and replace your order. If this fails try again in a little while and if you can not still place your order, please email us for our assistance.

What currency is the advertised prices/sales in?

All prices noted on this site are in US dollars.

Can I pay by Credit Card?

Yes. We accept  MasterCard, Discover, and Visa.

How are my designs delivered?

Your designs will be delivered by instant download with the exception of special format requests and personalized designs. Once you enter your payment details in, you will see a button marked complete order. Click the complete order button to instantly download your designs. 

How long will it take for me to receive my designs?

Once your payment has been cleared your embroidery files are available for immediate download. There will be a download link at the bottom of the receipt page.

Some email servers do not read the download links email (primarily yahoo, aol and hotmail). It is recommended that you download your designs at the time of purchase if you use one of these email servers. If your download link does not work and you need to download the designs, please email and we will send you the files as attachments to emails.

What if I do not receive my designs?

If for some reason you do not receive you designs, please email us at threads@splintersandthreads.com . 

I have not received a response to my email. Why have you not responded?

We do answer all emails as promptly as possible and usually within an hour of receiving them. Sometimes due to time zone differences or perhaps because your email requires extra work such as reprogramming it may take a little longer. If you can please allow up to 48 for hours for a response (although usually your email will usually be answered within 1 - 12 hours).

Also, many email providers and particularly free email providers have aggressive spam filters and may filter our emails to you into your spam box. Please do check your spam box for emails from us, particularly if you use Yahoo before re-emailing us. There is little we are able to do to ensure that our emails do not end up in your spam box and if they are and you are not checking your spam box regularly we are then not able to let you know.

Please also remember that email is not infallible. From time to time, emails do get lost in cyberspace, internet connections do not always work, email servers may be down or for many other reasons your email may not be received by us and visa versa. In this case, we may not have received your email or you may not have received our response and we suggest just resending your email.

What happens if my order is not correct?

If for some reason you receive the wrong order, please email us and we will resend your order. 

Do you supply your designs on CD?

We are happy to put your designs on CD and send them to you for an additional charge of $5 per CD (you get your entire order on CD for the one charge).  Please check the embroidery design page to find out more about this.

Do you offer custom digitizing services?

We do offer custom digitizing services. This includes resizing of designs for your custom requirements. Please email us for a free quote.

May I resize your designs?

You are welcome to resize our designs to your requirements. However, as a general rule we do not recommend resizing designs greater than 20%. We do not perform resizing for your custom requirements.

If you are looking for a good quality, affordable customizing software to resize designs, we recommend Embird which can be purchased at http://www.embird.com. Embird has a fully functional and downloadable demo that can be downloaded at their website. There are also many free tutorials that can be found at their website including information on design resizing.

The quality of the design may also be altered when resizing a design, so we do not take responsibility for the quality of the resized design which can be effected by the software used to resize the designs and the experience and knowledge of the person doing the resizing. 

What is your refund policy?

Due to the nature of embroidery software, we do not offer refunds or exchanges.  All designs have been test stitched a number of times prior to being offered for sale.  We will however refund should you purchase a CD and the CD is either damaged or faulty on arrival.

What if I have any other questions?

If your question has not been answered here, please email us and we will get back to you ASAP.  Our one concern is making the customer happy - so we are more than happy to help in any way we can.  Email: threads@splintersandthreads.com .

What are your terms of use?

Designs can be used on up to 25 items to be sold as long as long as you do not mass produce. Designs (either purchased or free) can not be sold, traded, shared or included in other other design package, including copying with intent or sharing with friends or family.  You may NOT purchase these designs to learn my technique to teach or make similar products.  If you would like my designs for that purchase you must pay a licensing fee which you much contact me about.

If you are a home crafter and stitch the designs yourself for sale (ie on ebay, through a website, at markets, or in craft shops), I do not consider this mass producing and I fully encourage the use for these purposes. You may make up to 25 items from each design.  If you get a chance, I would love to see what you do with the designs and post a link to your site or ebay shop!

Please note that copying embroidery designs or sharing them is a copyright violation and consequently is illegal. This is irrespective of whether you purchase the design or download a sample. You merely have a license to use the software/download in accordance with my terms. However, you are allowed to make one copy for back-up purposes. You are also allowed to customise designs for your personal use, but you must not offer customised embroidery design files for resale (only on finished products) or claim it as your own.

Splinters & Threads (Gina Reddin) reserves the right to refuse sales of designs to certain individuals.  This right is based on a case by case basis.  If you have been found to purchase my designs and copy any of my techniques, Splinters & Threads has the legal right to and will pursue legal remuneration.