We have tried to anticipate any questions you may have, but if you have a query that is not covered here, please contact us so we can help you, and add your question to this page, as you can be sure if you are thinking it, then someone else probably is too.

What formats do you offer?

 We offer our designs in

• Brother (PES)
• Husqvarna/Viking (HUS)
• Janome (JEF)
• Pfaff (VIP) 

*We can convert to many other formats (sorry not ART), but have found these 4 formats to be the most common required, so e-mail us, if you would like another format.

To get your required format, be sure to use the buttons like this (linked on each page) if not, your designs are automically sent in PES

What payment options do you offer?

We use the services of Paypal - American Express, Mastercard and Visa.

For our New Zealand customers, in addition to Paypal/Credit card, we offer direct On line banking to Kreative Kiwi bank account.

How do I pay by online banking (New Zealand only)?

Click here for a step-by-step guide

How do I pay by Credit Card or Paypal?

Click here for a step-by-step guide

How will I get my designs?

Paypal/Creditcard

• Once payment confirmed (usually instantaneously), you receive an e-mail from Kreative Kiwi with the attached zipped e-mail design file   

**In the unlikely event of a problem with your instant e-mail, please contact us, and we can send you a zipped e-mail file within 24 hours of your contact.

On-line Banking (New Zealand) only

• Once payment confirmed from bank, Kreative Kiwi will send you an e-mail with an attached zipped e-mail design file.

What does my design set consist of?

• An embroidery design file in either HUS, JEF, VIP or PES
• A PDF document for each design giving details of Madeira Rayon embroidery thread colour, number and what each color covers
• A picture (JPG) of each design

Why do you have prices in USD and NZD (New Zealand dollars)?

Because we are a kiwi company, we want to offer a payment service to our New Zealand customers in our own currency, with an option to pay direct to our New Zealand bank account.  We also wish to grow our business internationally, and cater to all our customers.  Rather than worrying daily about the differences in exchange rate, we have chosen to have 'set' rates for each currency.  We are not trying to 'make' money on exchange rates, and are working on the swings and round about theory.  You are welcome to pay in either currency.  **The online banking payment option is only available to New Zealand customers.

Can I sell items using your designs?

We are more than happy for you to use our designs on any products you create. We would love you to send us pictures of your creations that we can add to our gallery for others to admire and gain inspiration from.  If you intend to 'mass market' your products, then please contact us, so we can discuss a commercial license.

Copyright

The usual copyright restrictions apply.  Copying or sharing embroidery designs is a violation of copyright, and is illegal, so please do not share our designs - even freebies.  We spend an incredible amount of time and energy to create these designs, and feel they are affordable for everyone.  You are welcome to 'edit' our designs for your own personal use, but do not then on-sell those designs as your own.

Refunds/Exchanges

We do not offer refunds or exchanges on our design files.  Due to instant downloads and the ability for designs to be reproduced, as per most items of this type of electronic nature, we will not offer a refund.

If however you have any problems with our files, please contact us, as we will always work with you to ensure you are happy with our product.  If you receive a corrupt or having missing data in your download (we all know what computers are like), we will send you a copy of your design file by e-mail.

Problems with stitchouts?

We test (stitch) our designs many many times on both Pfaff and Brother machines, prior to offering them on our website. With the limitless differences in fabric, embroidery machines, use of stabilisers etc, we are not able to guarantee that our designs will stitch out perfectly.  (Each design set has a link to our stitchout samples).   

Unless specifically stated, we use cutaway stabiliser and cotton fabric.   We strongly suggest that you do a test stitchout using similar fabric and stabiliser prior to stitching on a garment.

If you are having problems when stitching our designs, please contact us, and we will do our best to work together to ensure you are happy with our designs.

There are oodles of information on the web and via Yahoo groups regarding stabilisers, hooping threads and general tips to get great sewouts each time.  I know with the ton of stitching I do, that knowing your machine is your biggest assets - I can hear my machine sometimes and just know there is a problem!.

The photo below is just an example of what can happen - The designs were stitched out within minutes of each other - I used th same stabiliser, threads, machines etc, but...  I had a problem with my hoop on the 2nd stitchout (Left hand photo) -  I actually shredded the thread on the hoop screw, and rather than replace the screw straight away, I just hooped my material - obviously with not enough tension and completed my sewout, and while the photos aren't so great, hopefully you can see that the outline is off on the lefthand photo - where teddys arm is waving.  While the photo on the right (which was hooped properly) has the outline spot on!   So correct hooping is the start of all great designs.

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