Download FAQ

To order any of our products, please see our Contact Us page

If you have read this page you are still having problems with your download, please contact us and we'll be happy to help. Please include as much detail as possible, especially any error messages you may have received. The more information you provide, the easier it will be to help you - just saying "it doesn't work" or "I can't download" doesn't really give us many clues as to what might be the problem :)

Contents:

* Common Questions
* I paid for the download, where is it?
* The link has expired. Help!
* I can't find the files on my computer!
* I successfully downloaded the file, but it won't open
* I have unzipped my files but I still can't open them!

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HOW TO DOWNLOAD YOUR FILE(S)

If you paid with Paypal, your files will be immediately available for you to download. You have 7 days to download (for a maximum of 3 times per file), after which they will automatically expire.
Paying with a credit or debit card means there will be a delay before your files become available to you. Please see above.

Either:

* Login to your account at the top right of this page. Click "Your Digital Downloads", then click the download link shown to the right of the product. (Only available if you have an account on this website. If you checked out without creating an account, use the option below)

Or:

* Click the link in the email sent immediately after your purchase, titled "Your Purchased Downloads"

A window similar to one illustrated below will appear, depending on your browser.

Please Note: You may need to temporarily disable your pop-up blocker or your internet security depending on your computer's configuration.

Choose the option to SAVE the file to your computer - be sure to save it somewhere where you can easily find it! Now copy it to CD and store in a safe place in case it's needed again in the future, for example in the case of a computer crash or purchasing a new computer.

Common Questions

Your question will more than likely have been answered below; if after reading this page you are still having problems with your download, please contact us and we'll be happy to help. Please include as much detail as possible, especially any error messages you may have received. The more information you provide, the easier it will be to help you - just saying "it doesn't work" or "I can't download" doesn't really give us many clues as to what might be the problem :)

I paid for the download, where is it?

* Click the Login link at the top right of this page
* If you are already logged in, click "Your Account", then "Your Digital Downloads".
* On this screen you will see the names of the downloaded items you've ordered. Click the small image to the right of the product name and a window similar to one illustrated above will appear, depending on your browser.

Important!
Be sure to save the file somewhere where you can easily find it! Now copy it to CD and store in a safe place in case it's needed again in the future, for example in the case of a computer crash or purchasing a new computer.

I clicked on the link, but it says the link has expired. Help!

You will have 3 attempts to download your file, if you try again you will get a message to say that the link has expired.

All files are available for you to download for 7 days (for a maximum of 3 times per file) following your order, after which they will automatically expire. Please see our Terms and Conditions page for more information.

I can't find the files on my computer!

You'll need to search your computer to find where you stored them. From your windows Start bar select:

Start > Search > For Files or Folders

If you know the name of the file, type it into the window. If not, type *.pdf, *.zip or *.exe, depending on which file you downloaded. This may take some time so it's good to make a note of where you stored your files at the time you download them.

You may find it helpful to create a folder just for downloaded items and always store your files there.

I successfully downloaded the file, but it won't open.

* If you downloaded a PDF file, you need Adobe Acrobat Reader version 5 or better to open it. Adobe Acrobat Reader is a free download from http://www.adobe.com.
* If you downloaded a ZIP file and you are running Windows XP upwards, it will be unzipped automatically when you double click it. Otherwise you will need WinZip, a free evaluation version can be downloaded from http://www.winzip.com. Note: When you unzip your files, whether you use XP or WinZip, you will be given the option to create a new folder for the location of the unzipped files. It's always a good idea to do this - create the new folder inside your My Documents folder so that you can easily find it again.

I have unzipped my files but I still can't open them!

All our ZIP files (except Fashion Illustrations) contain files in DesignaKnit format, so you will need this program to be able to use the download. Unzip the files first, then:

* For shapes, open DesignaKnit, then open Original Shaping, then File > Open and browse for the folder that contains the unzipped files. Click on the .shp file you want and it will open in Original Shaping.

* For stitch patterns, open DesignaKnit, then open Stitch Designer, then File > Open and browse for the files as before. Click on the .pat or .stp file you want and it will open in Stitch Designer.
* Any PDF files included in the download will need to be opened in Adobe Acrobat Reader version 5 or better. Adobe Acrobat Reader is available as a free download from http://www.adobe.com.
* Any TIF files included in the download will need to be opened in a graphics program such as Paint Shop Pro, Photoshop, or similar.

I've tried all the above and I'm still having problems

If you have read this page you are still having problems with your download, please contact us and we'll be happy to help. Please include as much detail as possible, especially any error messages you may have received. The more information you provide, the easier it will be to help you - just saying "it doesn't work" or "I can't download" doesn't really give us many clues as to what might be the problem :)

Important! After downloading any of our files, please backup a copy of the file you downloaded and keep it in a safe place. We cannot under any circumstances send you the file again if your computer has crashed, or if you have bought a new computer etc., whether you purchased the download last week / last month / last year or whenever. It is YOUR responsibility to keep valid backups in case of such events.