Hi and welcome to our FAQ page. Here you will find the answers to they questions we are asked the most! If you can’t find the answer to the question you are looking for please go to our contact page and drop us a an email 🙂
When I click on the file I it wont open
Our files are sent in as a zipped file. You will need to unzip the file before you can use it with your cutting software. To do this on a windows computer you will need to right click on the file and select ‘Extract all’ from the drop down menu. You will then need to chose which folder you want the file to be unzipped to. Once the file has been unzipped you will be able to use it.
I have downloaded the file but I can’t find it on my computer
When you download a file your computer will download it to a preselected file location. My computer is set to save files in the ‘download’ folder. This is the default setting for most computers. You may also be given a prompt on download to select with folder you want the file to go into. As the download settings are unique to each computer I will not be able to tell you exactly where your files are downloaded to.
Can I get a refund as the file doesn’t work with my software?
It is the buyers responsibility to ensure that they are purchasing the correct type of file for their cutting software. The files we supply are in SVG, DXF, PDF, JPEG and PNG format which will work with most cutting software. If you are in any doubt please contact me and I can supply you with a test file to make sure that you can use the formats on your software. Due to the nature of instant downloads we are not able to offer refunds.
I’ve downloaded the file and it wont work can I get more help?
Yes you can! I am happy to help as much as I can so that you can get the best result from your cutting file. Please contact me if you are having problems and tell me:
– If you have unzipped the file
– What software/cutting machine you are using
– Which file you are using (SVG, DXF, JPEG, PDF or PNG)
– The type of computer you are using (PC or MAC)
– What you have already tried and are trying to achieve
Giving me this information saves a lot of time with back and forth questions and it means that I will be able to help you get creating much quicker 🙂
When are you available for help?
I try to get to my emails and messages as quickly as possible. I’m a full time parent and work around my family so although I will generally be able to answer your question within 24 hours it may be slightly longer if its a more complex issue or you need further help. I am also based in the UK so if you contact me from abroad please keep in mind that we might be sleeping in the UK but I will get back to you as soon as possible.
I’m using design space and I can’t find the score lines for your files, where are they?
The files we create need to be compatible with all of the major cutting machines and their software. As you can imagine this is quite a diverse range of software as each company produces their own. For this reason we need to make sure that our files are as universal as possible. The Cricut machines that are compatible with design space only machines currently on the market with a true ‘score’ function. For this reason we make out files with a dashed cut line to function as a score line. You therefore wont find a ‘score’ line as such in our files.
I’m trying to use your file in Design Space but it wont upload properly, how can I upload it correctly?
Firstly please check to make sure that you are using the SVG format for the project and that you have unzipped the file (see top of this post for more information on unzipping files). Once you have uploaded the file into DS you may need to do some additional formatting of the file. I’ve done a detailed blog post on there here.
Can I sell products made from your files commercially?
All files include a personal use licence, but there are some rules. You are welcome to give products made using this file as gifts to friends and family. You are not permitted to resell or pass on any part of the digital file.
We want to support small businesses to help them flourish so all of our files include a small business commercial licence. This means that you can sell up to 200 physical products made from our files per year. If you need to be able to sell more that 200 physical products please get in contact as you may still be able to do this under our small business usage with written permission from us.
To fulfil your order, you must provide me with certain information, such as your name, email address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order for example), if you contact me directly.Why I Need Your Information and How I Use It
I rely on a number of legal bases to collect, use, and share your information, including: as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list; if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services.Information Sharing and Disclosure
Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.Data Retention
I may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you outside of the EU, I rely on Privacy Shield as the legal basis for the transfer, as Google Gmail and PayPal is Privacy Shield certified.Your Rights
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.How to Contact Me
For purposes of EU data protection law, I, Helen Williams, am the data controller of your personal information. If you have any questions or concerns, you may contact me at email@example.com. Alternately, you may mail me at: Address available on request