To access your downloads, you can log in to your account using your email and password. Alternatively, you can log in with your Gmail or Facebook account. Once logged in, you will find the "Downloads" icon and button located in the top menu, as shown in the attached image for reference.

If you have accidentally purchased the same pattern twice, here are the steps you can take:

  1. Contact the seller or customer support immediately: Reach out to the seller or the customer support of the platform where you made the purchase and explain the situation. Provide them with the details of your duplicate purchase, including the order number, product name, and any other relevant information.

  2. Request a refund or credit: Ask the seller or customer support if they can provide you with a refund or credit for the duplicate purchase. Many sellers and platforms have refund policies in place for such situations, and they may be able to assist you in resolving the issue.

  3. Follow the seller's instructions: The seller or customer support may provide you with specific instructions on how to return or exchange the duplicate purchase, or how to receive a refund or credit. Be sure to follow their instructions carefully to ensure a smooth resolution.

  4. Keep records: Keep a record of all communication with the seller or customer support, including emails, chat logs, or any other correspondence. This will help you in case of any further issues or disputes.

Remember, it's important to act promptly and communicate with the seller or customer support as soon as you realize you have made a duplicate purchase to increase the chances of a favorable resolution.

To avoid making duplicate purchases or obtaining the same pattern multiple times, follow these steps:

  1. Log in to your account using your email and password. Alternatively, you can log in with your Gmail or Facebook account.
  2. Open the product page of the item you want to purchase and read the information block carefully.
  3. Look for a message indicating that you have already bought the product and the design is already available for download.
  4. If you see this message, visit the download section of your account to access your files without making an additional purchase.
  1. Contact Customer support at support@embroiderywizz.com, with order,  payment details and screenshots.
  2. We will address your issue and work towards a resolution within a timeframe of 8 - 16 hours.

As our products are digital in nature, orders cannot be canceled. However, for finished embroidery orders, you may request cancellation within 24 hours by sending us an email. We will process your cancellation request promptly.

Refunds are generally not offered due to the digital nature of our products. However, in certain circumstances, we may consider providing a refund.

There are several factors that can affect the final results of the sew-out. To assist you further, please send us an email with the following information:

  1. Sewout image: Please provide the sew-out image of the design in question.
  2. Machine name: Let us know the name of the embroidery machine you are using.
  3. Stabilizer name and layers: Inform us about the type of stabilizer used and the number of layers.
  4. Fabric name: Specify the type of fabric on which the design was embroidered.
  5. Thread name: Tell us the brand and type of thread used for the design.
  6. Files downloaded from our website: Confirm if you made any changes to the files downloaded from our website.
  7. Needle used: Provide details of the needle used for the sew-out.
  8. Step where the issue occurred: Let us know at which step of the embroidery process you encountered the issue.

Our QA Department will review the information provided and respond to your email within 24 hours to assist you further with the issue.