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Fantasy and Fairy Tales
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This HELP page contains a variety of topics to assist with both technical and embroidery issues. Browse through the topics below. If your question is not addressed on this page. then please contact us by email.
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Signing In & Profile Options
I'm having trouble signing in
Downloading with Internet Explorer
I forgot my password
Downloading with Edge (Windows 10)
How can I change or update my email address?
Downloading with Firefox
How can I change my password?
Downloading with Chrome
Instructions for setting hoop size in the profile
Downloading with Safari (Mac)
Instructions for setting a format in the profile
Using the 1-Click Download button
Downloading from Order History and expirations
Zipped and Unzipped Files
Placing an order through the website
Zipped and unzipped: What's the difference?
Purchase and payment options
Which designs are zipped when downloading?
Can Embroidery Library digitize for me?
How do I unzip files on my PC?
How are designs delivered?
How do I unzip files on my Mac?
Can I get a disk, cd, or USB through the mail?
Expanding and compressing zipped design packs
Can I request a design to be added to the site?
Choosing Design Sizes
Opening Designs on a Computer
Embroidery machine size and stitch limits
Tips for opening designs on a computer
Which size should I order?
Opening with Wilcom's TrueSizer software
Setting embroidery size in the profile
Opening with Husqvarna 4D/5D software
Exchanging designs for smaller sizes
Opening with Bernina software
Opening with Janome Horizonlink / Customizer
Errors with PE Design / Palette
Embroidery Machine Formats
Color Questions & Color Sheets
Which format should I choose?
Why do design colors look strange on the machine?
How can I download a different format?
What and where are the color change sheets?
A design isn't in my regular format. Why not?
How do I use the Thread Exchange?
How do I upload colors with Embird?
Sales, Discounts, & Special Offers
Uploading/Transferring to Embroidery Machines
Get a 25% - 33% discount on designs
How do I put a design on a USB (PC)
Happy Hour eligibility and FAQ
How do I put a design on a USB (Mac)
Birthday Club eligibility and FAQ
Special USB instructions for Janome users
My Brother/Baby Lock machine won't read the design
My Janome machine won't read the design
Refunds & Exchanges
Machine Size & Stitch Count Limits
I ordered the wrong size. Can I exchange it?
List of machines, sizes, and limitations
I ordered duplicate designs. Can I get a refund?
Splitting designs by size and multi-hooping
I ordered something by mistake. Can I return it?
Splitting designs by stitch count
Privacy, Copyright, Licensing, & Use
Stitching a Design: Troubles & Solutions
Can I sell items with Embroidery Library designs?
Checklist: Before embroidering a design
Can I use Embroidery Library images on my site?
Fabrics 101: Choosing fabric, designs, and stabilizer
Can I distribute the projects and tutorials?
Resolving shifting, gapping, and misaligned stitches
Can I use the artwork in another media?
Tips for stitching complex, high-stitch designs
Curing threadaches of shredding and nesting
I'm having trouble with a design. What can I do?
Tips for working with alphabets
Single run vs. double run quilting designs
What is an in-the-hoop design?
What is a template and how do I make one?
If your question is not addressed in one of the above topics, please let us know. Send an email to our customer service team at
. Include your order number for the fastest service.
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