Important questions and answers - FAQ
1. I would like to have a photo or logo/graphic digitized, is that possible?
2. What can I do if I can't log in?
3. When and how do I get my file from my purchase?
4. What do I do with the downloaded ZIP file?
5. Can I also get the file in other formats?
6. I would like to make my girlfriend happy, can I also buy a voucher?
7. How do I get the invoice?
8. Which colors do I use for the embroidery pattern?
9. Can I download the purchase files more often?
10. I accidentally selected advance payment, can I still pay with PayPal?
11. Can I return/exchange a file?
12. The file is corrupt, what can I do?
13. Can I sell embroidered items with Cyncopia Design?
14. Can I change the file?
15. Can you make a 10x10 cm motif even smaller?
16. I have other instructions with me at my ITH, is that possible?
1. I would like to have a photo or logo/graphic digitized, is that possible?
Unfortunately, I'm not currently doing any commissioned work at all. Feel free to look around on the Internet, many embroidery file creators offer this service. Pay attention to real photos of the embroidery projects so that you can be sure that the files are actually embroidered and are of decent quality.
2. What can I do if I can't log in?
You can easily reset your password on the homepage. However, sometimes it happens that the user clicks too often and the account is blocked for 24 hours for security reasons. Then just try again or write to me. If I have time, I can also activate the account manually or send you files in advance by email. Always keep in mind the time difference, I am here in Central Europe.
3. When and how do I get my file from my purchase?
Depending on the payment method, the download will be available for download in your account within seconds. Simply access and download under “Orders” or “Download”. NO email will be sent with the files.
4. What do I do with the downloaded ZIP file?
The files are put together in a ZIP package. Please make sure you have a functioning ZIP program on your computer; these are often available for free on the Internet. Usually a right click with the mouse is enough and then the computer asks where the package should be saved. But this can also vary depending on the computer.
5. Can I also get the file in other formats?
No, I only offer the formats listed in the item description.
6. I would like to make my girlfriend happy, can I also buy a voucher?
No, unfortunately I do not currently offer this option.
7. How do I get the invoice?
The invoice will be sent automatically immediately with the order confirmation, but it is also available for you to download at any time in your account under “Orders”.
8. Which colors do I use for the embroidery pattern?
The files are often displayed in completely different colors on the machine or in software. Do I have to use them?
Of course not. Because the original file is converted into different machine formats, they are displayed in different colors. This is completely normal and you can ignore it. Each ZIP file also contains a PDF color sheet with important information about the embroidery file. The colors are also shown in the order to be used. I always use Madeira Rayon yarn and the corresponding number is always mentioned. But of course you can also use colors and yarn brands according to your taste. Please note that the color illustration on the PDF sheet never matches the same color as the original Madeira yarn. But it's always a good guide as a guide.
9. Can I download the purchase files more often?
You can download the files as many times as you want. Please note, however, that maintenance work may occur from time to time. Nevertheless, it is advisable to save the file locally because under certain circumstances this shop may no longer be available in this form at some point. Then I can't send the files forward, the effort would be too great.
10. I accidentally selected advance payment, can I still pay with PayPal?
You can send the amount via PayPal to info@cyncopia.com and I will then manually activate the order for you as soon as possible.
11. Can I return/exchange a file?
Unlocked files cannot be exchanged.
12. The file is corrupt, what can I do?
All files at Cyncopia have been extensively tested by me for fabric material; quality assurance is very important to me. Nobody is infallible and even I can make a mistake. So if you have problems with a file, please describe the problem exactly, tell me the machine you use to embroider and the format you use. The more precise the problem description (preferably with a photo), the better help can be provided.
13. Can I sell embroidered items with Cyncopia Design?
Of course, you can embroider the files up to 500 times and sell the embroidered things as you like on the Internet. But I prohibit industrial mass production on multi-head embroidery machines. But please note: reselling, exchanging or passing on the files, including parts of the files or new designs with parts of my designs, is prohibited.
14. Can I change the file?
You can leave out parts, mirror the design, rotate it, combine it with other files, just as you like. The size can also be changed on a small scale. But the files were not designed for a wide variety of software, but for your embroidery machine. So it may not be possible to open it in your specific software. The same applies here: reselling, exchanging or passing on the files, including parts of the files or new designs with parts of my designs, is prohibited.
15. Can you make a 10x10 cm motif even smaller?
Unfortunately, reducing my designs is not possible without additional effort. Why?
Very easy. Each yarn has a defined thickness, and the smaller a design becomes, the more difficult it is to see and embroider details clearly. It will be difficult for designs that are also available in very large sizes and it will be a concession to even offer the 10x10 frame. All sizes are embroidered by me for quality control, especially the very large and the very small ones. If you don't like it, you may drop a size. There are also motifs that are designed to be small, but they are not available in very large sizes because it doesn't have an impact. Therefore, the designs only come in the sizes specified.
16. I have other instructions with me at my ITH, is that possible?
Creating instructions is quite time-consuming. Therefore, all instructions that are the same, e.g. key rings or coasters, are combined. So just a different motif is embroidered.
You can also use the PDF for help, where the ITH not only shows the colors but also the sequence to be embroidered. This also allows you to see what exactly happens next. Feel free to try it.