Delivery & Files

A link to download the collection, sent by email to the address given at the checkout. That is the whole of the delivery: nothing is posted, there is no parcel, no tracking number and no carrier, and no delivery charge is added to any order because there is nothing to carry.

Keep your own copy of the files once you have them. They are yours to keep under the licence, and a copy on your own machine is not something the shop can lose for you.

Three things, in every collection:

• The machine files. Every design in PES, DST, JEF, EXP, in a folder for each format, so that a machine only ever sees files it can read.
• The PDF stitch guide. The stitched size of each design, the order the colours go in, the stabiliser the collection is drawn for and the cloth it is drafted against.
• The licence. The same wording as on the collection page and in the Terms, as a file you keep with the designs.

The number of designs and the formats are the ones printed on the collection page. That page is the description of what you bought, and the clause of the Terms filed under IN-540 says what follows if the download does not match it.

No collection is being delivered today: payment is not connected, and no order has been taken. What the two answers at the checkout decide is when a download will begin once it is - straight away where you asked for that and acknowledged what it costs you, and after the 14-day cancellation period where you did not.

Either way, the shop writes to you: an order confirmation that repeats what you bought, what it cost, both of your answers and the terms in force on that day.

A download link stays live for 30 days from the order and can be used up to 5 times. The period and the number of uses are the shop's own terms rather than anything the law sets, and they are there so that a link that escapes cannot be used indefinitely.

An expired link is not a lost collection. Write to support@monograms.live with the order reference and a fresh link is issued: 30 days and 5 uses again, at no charge. A re-issue is not a second purchase and is not charged for.

Look in the spam or junk folder first: a message with a link in it is the kind mail providers hold back, and that is where most missing downloads are found.

If it is not there, write to support@monograms.live with the order reference and the address the order was placed under. A written message is answered within two working days, and the usual answer is a fresh link sent to an address you confirm.

A typing slip in the email address is the other common cause, and it is easily fixed: say what the address should have been and the link is sent again.

One of the four formats, and the hoop named on the collection page. The formats and the machines that read them:

• PES. Brother, Babylock and Bernina machines that read PES.
• DST. Tajima and the commercial machines that read DST.
• JEF. Janome machines that read JEF.
• EXP. Melco and Bernina machines that read EXP.

The hoops the shelf is drawn for are 100 × 100 mm, 130 × 180 mm, 200 × 200 mm, and a larger hoop stitches a smaller design. The reference on a collection says which hoop it needs before you open the page: H57.02 is the second collection on the 5in × 7in shelf.

If you are not sure your machine reads any of the four, ask before ordering rather than after: support@monograms.live.

That part is between you and your machine: a memory stick, a card or a cable, depending on the make. The stitch guide says what each file contains, not how a particular machine is loaded, because the shop has no way of knowing which machine you own.

Questions about loading a file are still worth writing in. An answer is not guaranteed for every make, but where the shop knows, it will say.

Write and say what happened. A file that will not open, a format that is missing, a design that is not in the folder, or a collection that does not contain what its page promised is dealt with under the Cancellation & Refunds page, and your rights there are not limited to 14 days.

support@monograms.live, or by post to Maksym Ahapodchenko, 106 St Matthew's Gardens, Cambridge CB1 2PT, England, United Kingdom. A written message is answered within two working days. The shop is answered in writing and has no telephone line.