FAQ Downloading Your Files

Where do I find my downloads?

All designs purchased on our new website (here, active since 09.09.2023) can be found in your customer account. You must log into your account to be able to download your purchased files.

I have purchased designs on your old website. Where are they now?

All your designs that you have purchased on our old website (before 17.09.2023) are still located in your customer account on that website. To access your designs there, go to myfiles.smart-dsign.com and log in with your customer details as you always used to. Your purchases are shown in the purchase history there.

Can I still purchase designs on your old website?

No. We disabled the shopping function on our old website. The designs are still visible there but you have to use our new website to purchase them.

Can I still create a new customer account on your old website?

No. We have disabled the function to create a new customer account. You can only use or old website if you already had a customer account there before the 17.09.2023.

Do I have to create a new account on your new webiste?

That depends.

If you had a customer account on our old website, you do not have to create a new account. We have moved all active customer accounts to our new website. You only have to activate your new account here as we did not import your password (for security reasons).

However; if you are totally new to our web shop and have never shopped with us before, yes you need to create a new customer account to be able to access your purchased designs.

Can I check out as a guest?


We do not sell our products to guests. To be able to purchase and download our products you have to create a customer account or log in to your account if you already have one.

I forgot my password. How can I reset it?

Click on the little human icon at the top of the page to log in to an account. Enter your email address. Click 'reset password' to receive a new password. Make sure that you have access to your email address (only use a valid email address that you personally have access to).

Do I have to enter all my details?

We would like to know you as a customer. So entering at least your first and last name and your location (country and state) is crucial also for tax purposes. This is by law - we did not make up those rules.

Are my details safe on your website?

Absolutely. Our shop runs with the latest security updates to ensure that your data cannot be stolen.

This also means that you have to treat your log in details very confidential. So please be careful - as always - how you save and store your log in details.

General Questions and Answers

Where are you located?

Smart D'sign Embroidery Designs is located in Brisbane / Australia.

What kind of products do you sell?

We mainly sell digital products in our online store. No shipping fee applies to our digital products, since they are download products.

If we offer finished (physical) products from time to time, we only ship within Australia. If you reside outside Australia and you are interested in buying a physical product, please contact us prior to purchase so we can calculate the shipping costs for you. All tax and custom fees are the buyers responsibility.

What is the default currency of your shop?

All prices are in AUD by default.

However, we also provide the service to show the prices such as EUR, USD, NZD, CHF and GBP. Those prices are based on the daily exchange rate, which the shop updates once a day automatically. To see the fixed price that will be the base for your payment, just switch to AUD at the top of the page.

By paying via PayPal your PayPal account will automatically show you the price in your currency by using the exchange rate that applies at the moment of your. This is a PayPal feature and has nothing to do with our shop settings.

How can I pay?

We offer different payment options through our shop. Please select the one which is the most convenient for you. All options are shown at the checkout, based on the availability in your country.

Do you send my files via email?

We do not send emails manually to deliver the designs. All designs are ready for instant download immediately after you have finished the checkout.

You will receive an automated email from the shop with all needed information.

Which embroidery file formats are available?

We deliver ALL by default our designs in the following formats: dst, exp, jef, hus, pes, vip, vp3, xxx. This means that those file formats are included in your download files.

If you require a format that is not listed, please contact us before purchase. Sorry, we do not provide ART and EMB format.

I cannot open my embroidery files!

File not readable - Transfer to the machine: 

Please keep in mind that we sell embroidery files optimised to be used on your embroidery machines, therefore the downloads includes DST, EXP, JEF, HUS, PES, VIP, VP3 and XXX as well as the colour charts. If needed there are also PDF instructions to be used for the in-the-hoop projects.

Most times it is not necessary to open a file in any kind of software. You only have to transfer the embroidery file in your machine format directly to your embroidery machine.

We do not send raw formats to be used to change the files in a digitising software. If you have a digitising software you may be able to open a machine format file but we do not guarantee that this is possible.

We try to convert the files in as many versions of a software as possible but there are so many different versions of digitising software in use that I am not able to ensure the use in all of the available digitising software versions.

Can I open my file in my software?

We recommend NOT TO OPEN a machine embroidery design in any software. This is simply because only the original file can be changed without loosing important information and quality. We do not give those original files to our customers as we have the copyright on our files.

To ensure your purchased machine file is working, always transfer the embroidery file directly to your machine (via you preferred way, most times with a USB drive). For that, you need to unzip the download folder, then go to the folder that contains the embroidery design which you want to stitch out, and in that folder chose the right format that your machine can read. Load this file onto the USB drive, than transfer the design into your machine. As long as the machine is able to read the hoop size the format is designed for, your machine will be able to read, show and stitch the design.

Some machines have problems with USB drives which are too large or have too many files or even more then just embroidery designs on it. If your machine doesn't show the designs, try the following:

Please ensure that your USB drive is not bigger then 2GB. Ensure that there are no other files then embroidery files in your machine format saved on this USB (no pdf, no zip files, no pictures). Ensure that there are not too many files on the USB drive.

Do you offer software support?


We do not offer any kind of software support for our embroidery designs. If you feel the need to open our files in your own software you must be able to handle the software correctly and know how to open, save and amend files.

We are not able to assist you if you are unable to open our embroidery files in your software.

Why are some designs not available in all hoop sizes?

We have designs for many hoop sizes, however we do not offer designs for all available hoop sizes on the market.

Our focus is on the quality of the design and the best size to show-case it. If we don't offer a design in a certain size we have our reasons, either it wouldn't make sense (because it does not look good or does not work in a smaller or larger size) or we just didn't spend time to test it in another size.

If you wish a certain to design to be available in your preferred hoop size please contact us. We will check the request and the design to see, if it is possible to offer that specific design in a different size.

Please don't be disappointed, if we are not able to resize the design for some reason. As a designer prefer to offer high quality rather than making a design available in all hoop sizes just got get a sale happen (that could end up frustration for the customer because the design won't look good in a certain size).

Do you offer discounts and sales?

Discounts and Sales will be promoted on our homepage, our Facebook page and via newsletter. If you want to get notified automatically about upcoming sales, the easiest way to not miss any sale is to subscribe to our newsletter and follow us on social media. You can unsubscribe any time without telling us the reason.

Custom Digitising

We offer professional digitised embroidery designs and we are happy to digitise your logo or artwork.

If you are interested in an embroidery design made from your logo or artwork, please contact us at info (at) smart-dsign.com, don't forget to send a high resolution picture and information about the requested design size and the embroidery format you need, as well as the fabric you want to embroider the design on. We will get back to you with a free quote within 24 - 48 business days.

In some cases we request a proof that you have the permit to use the graphic/logo (i.e. for sports clubs or schools).

We do NOT digitise licenced designs and characters from movies, books etc, so please do not request such a service.

Online Courses

FAQ Online Courses

What Online Course topics do you offer?

We offer video tutorials that show you, how we digitise machine embroidery designs.

Is there a time frame for the courses?

No. Our videos are accessible for our customers without time restriction, as soon as the customer has purchased the content.

Do you offer individual support?

Generally no. All our courses are 100% self-teaching courses. All questions are answered within the videos.

Do you offer individual lessons?

No. We do not offer individual learning lessons. All our topics are pre-recorded and can be accessed on our website.