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Guides, Questions, Answers

 

1. Purchasing

Registered members and Guests can purchase on the website of Tokimo Design. You can register right before purchasing or on our My Account website.

In order to avoid any problems with delivering please ensure you answer all questions carefully at registration. Fields marked with a star are mandatory to fill.

You can read more about how we handle your personal information in our Privacy Policy. You can always change your details in My Account.

 

2. Logging in

After registration you are entitled to log in and purchase. Or you can login with Facebook account.

 

3. Choosing items

Please always read carefully the items description that you are about to purchase. in the description you will find the items physical/embroidery dimensions. After placing an item into the basket you can still delete or update your order.

 

4. Pay

After selecting all items you want to purchase you can choose your payment method in Checkout (only if you have provided more than one payment option at registration) and by clicking the Pay button you can complete your purchase.

 

5. Downloading an item

If you have purchased a digital embroidery pattern you can download your item from My Account by clicking on Orders (on the left) after paying.

In some cases (depending on the item) you can choose the siye of the file too. Your item will be downloaded in a ZIP file. The content of this file is detailed in the items description (usually it contains 15-18 files). You can download the item more than once any time.

 

6. ZIP file

ZIP is an archive file format that supports lossless data compression. By clicking on it twice the file will open and you can copy it on a pendrive or a computer.

In case you have problems opening it please clicking on the following link for Windows or for MAC and read the instructions, or contact us on  orders@tokimodesign.co.uk with a short description of the problem and we will do our best to resolve it.

 

7. Faulty patterns

If the pattern you have purchased is not in the correct size or your embroidery machine is unable to read it please contact us on orders@tokimodesign.co.uk with a brief description of the problem and we will resolve the problem for you.

If you would like to purchase a different size to the one stated on the description please contact us on orders@tokimodesign.co.uk and we will resolve the problem.

 

8. Choosing wrong item

In case of selecteing and paying for the wrong item we can only grant you a refund if you DID NOT download the item from My Accounr/Orders

If you have already downloaded it we are unable to offer you a refund!

 

9. Customized orders

If you would like to order a customized pattern please send us a photo to orders@tokimodesign.co.uk with a detailed description with the colour choice (if it is any other than what shows on the photo), your chosen size of the pattern and the type of file you prefer (PES, JEF, VP3, DST etc.)

After ordering the pattern we will contacts you with a quote depending on the difficulty of the pattern.

If you are satisfied with the price please let us know and we will make a trial pattern and send it to you.

If you are happy with the trial pattern we will upload it to our website and send you an email with a direct link to download your customized pattern.

If you need any kind of modification please let us know on the above mentioned email address.

 

10. Colour chart of the patterns

Unfortunately we cannot upload the patterns with their colour charts for every suppleir has a slightly different coloured embroidery thread.

If you need a pattern with a colour chart please contact us on orders@tokimodesign.co.uk with the name of the purchased or chosen pattern and the type of the thread you use (Isacord 40, Madeira Polyneon 40 etc). We will send you a colour charted pattern to the email address you provided.

If you need any help, please contact us on info@tokimodesign.co.uk email address.