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FAQ

How can I order an embroidery file or a vector graphic file?
You can order your embroidery or vector file either via your customer account on our website or by sending us an email to order@smartpunching.eu. Click here to create an account now.


How do I order Patches?
Please send us an email to order@smartpunching.eu clearly specifying the requirement. Our team will send you a detailed quote within 24 hours.


What information do you need to create an embroidery file?
We need an image of your logo or design, the desired size, on which material it will be embroidered and in which file format you want the embroidery file. That’s it!


What information do you need to create a vector graphic?
We need an image of your logo or design, the desired size, for what purpose it will be used and in which file format you want the vector file. Please also specify whether you need certain effects or just a simple representation.


In which format do you need the images or logos?
We can use all common formats, such as: JPG, BMP, TIF, GIF, PNG, PDF, AI, EPS, CDR, Word, Excel and Weblinks.


How do you charge for your embroidery files?
We have a flat pricing model for all our prices. Please click here to see our prices for Digitizing / Vectorizing. Talk to us and we will be pleased to assist you.


How do I pay?
We invoice our customers by email at the beginning of each month. These can be paid by bank transfer, bank cards or PayPal.


When do I get my file?
As a rule of thumb, the embroidery files are always delivered the next working day. However, if you have a very complicated design, this can sometimes take up to two working days. Just contact us directly if you have questions about delivery or a specific date.


Can I get a test design?
Yes. We know how important the quality of a stick file is and you can request a test file up to a size of 15 cm x 15 cm. Click here to request your test design.


I need changes to my file. What are the costs?
Changes, which are necessary to ensure the quality of the file and its functioning are included in the order price. Additional changes that change the concept of the original design will bear a nominal change fee.


I need my file a bit bigger / smaller. Do I need to order again?
As a rule of thumb, you can increase or decrease stick files by up to 20%. As an example, If you have ordered a file with a width of 10 cm, we can also reduce the file to 8 cm width or 12 cm width as part of our free modifications.


What price do I have to pay if I need a size that falls outside the 20%?
Although we do not recommend changing a file for more than 20% it could be possible depending on the design. Please connect with the customer service team and they will guide you in getting your requirements executed.


How is my embroidery / vector file delivered?
You will receive your files by e-mail.


How do you ensure the quality of the files?
We have a double quality control and for each embroidery file we make a sample. If you need any changes, just contact us.


How can I contact you?
We are open for you from Monday to Friday from 9am to 6pm. Please call +44 2476 664 991 or email us at order@smartpunching.eu.

 

 

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Smart Punching, MHA MacIntyre Hudson, New Bridge Street House, 30-34 New Bridge Street, London EC4V 6BJ, United Kingdom | T: +44 2476 664 991 | order@smartpunching.eu