Frequently Asked Questions
How do I pay?
Fill in all your payment details as requested and your card will be processed.
How do I use my discount code?
Go to checkout, click on “Discount” and then enter the discount code in the box. It will then be applied.
How do I receive my order?
Once your payment has been processed you will be redirected back to the website where you can download your order. You will then receive an email containing the download link and you can then download the files. All files are zipped. Double click on these and this will open. If you have trouble opening these files, please contact email@example.com and we will be pleased to help.
I haven’t received my order confirmation and/or cant re-set my password. What do I do?
If you have not received your order confirmation with links to your purchased patterns – or you are unable to re-set your password – it is highly likely your email server is rejecting the Pixie Willow Patterns emails. Both password re-sets and patterns are automatically sent to you, and are not done manually, so if you don’t receive the email you will need to add “firstname.lastname@example.org” to your trusted email addresses.
If you are having trouble accessing the files, please contact us and we will be happy to help.
Why can I not find my purchased patterns in my account?
This is quite a common one. The majority of the time you have probably purchased the missing pattern as a Guest. Meaning you weren’t logged into your account at the time and therefore any purchases will not be linked to your account. You can however download them from the link you are sent. If this has happened, send us an email, together with the order number of the pattern purchased, and we can link it to your account.
Am I allowed to sell items that I have made with your designs?
Yes! All my designs can be used on items for domestic and commercial use on a small scale. If you wish to use designs for mass production, 500+ then you will need a commercial license. Please contact us for further details. This applies to products made using Pixie Willow Patterns (PWP) designs. You may NOT sell or share the digital files or the download links.
If you are a small business that has more than one person making items using PWP patterns, each person making an item using a specific pattern MUST purchase their own pattern. It CANNOT be shared.
I need a different size to the one I purchased, can I resize it?
Resizing is not a good idea, it can cause a lot of problems when you come to stitch it out. Often we will happily re-size patterns for you BUT please contact us prior to buying the patterns to see if we can help.
Can I sell the designs on when I have finished with them?
No. it is illegal to resell or pass on digital files
Can I get a refund?
There are no refunds on digital products. However if you have bought the same design twice please contact us.
I have lost my files or cannot access the designs, can you help?
A full purchase history is saved as part of your account and you can view this at anytime. Please contact us on email@example.com and, once we have verified your order history we can send you the replacement files.
I have a question not covered here
Please contact us on firstname.lastname@example.org and we do our best to help you.