FAQs

Frequently Asked Questions

Here you'll find answers to the most common questions about digital products, ordering process, downloads, and more. I've organized everything to make your experience as easy as possible. If you don't find the answers to your question(s), feel free to reach out using the Contact form — I'm always happy to help! Thank you for choosing Cuddly Cute Designs for your crafting projects.

Customer Accounts

How do I create or log into my account?

*If you haven't made a purchase yet (from the new website):

  • From PC:
  1. Click the person icon in the upper right corner of your screen
  2. Enter your email address & click Continue.
  3. Enter the 6-digit code sent to the email address you entered & click Submit.
  4. Click the person icon again in the upper right corner of your screen & select Profile.
  5. From here you can edit your name, email, & add an address.
  • From Mobile device:
  1. Click the 3 lines in the upper left corner of your screen
  2. Click Log in at the bottom of your screen
  3. Enter your email address & click Continue.
  4. Enter the 6-digit code sent to the email address you entered & click Submit.
  5. Click the 3 lines at the top left of your screen & then click Profile at the bottom of your screen.
  6. From here you can edit your name, email, & add an address.

*To create account from checkout:

  1. Click the Log in link by the Contact field.
  2. Enter your email address & click Continue.
  3. Enter the 6-digit code sent to the email address you entered & click Submit.
  4. You'll be redirected back to the checkout to complete your order

Why can't I create a password for my account?

Our account system uses secure, password-free login codes.

When you want to log into your account, simply enter your email address, then the secure code sent to you.

This helps keep your account safe and makes it easier for you to access your downloads anytime.

What can I do in my account?

In your account, you can:

  • view past orders
  • access and download purchased files
  • update your personal information

PLEASE NOTE: Orders from the old website could not be transferred over, therefore are not accessible from your account on the new website. Thank you for understanding!

I didn't receive my log in code email - what should I do?

Please check your spam or junk folder first. If you still are unable to find it after a few minutes, feel free to request a new login code or reach out for assistance using the Contact form.

Do I have to create an account to shop?

No, creating an account is optional! You can complete your purchase as a guest. However, having an account makes it easy to access all your purchased files in one place whenever you need them.

How do I cancel my account?

You will need to request an account cancellation by using the Contact form.

WARNING: Cancelling/Deleting your account will delete all information AND digital download access!

What are file updates?

I am currently in the process of updating every file on the website. These updates will include:

  • Adding PNG images (if applicable)
  • Adding Draw & Cut files for eyelashes & smiles (if applicable)
  • Adding an Assembly Guide
  • Removing the JPG file format for cutting

All newly released files will already include the updates.

Any file that goes through the update will have the "WHAT YOU WILL RECEIVE" section updated.

If the file has NOT been updated it will be noted in the "WHAT YOU WILL RECEIVE" section.

How do I get an updated version of a file I already purchased?

Files that have gone through the updates will have the "WHAT YOU WILL RECEIVE" section updated.

Once the file has gone through the updates, you are able to download the file again from your account and the newly downloaded file will include the updates.

If the file you have was purchased off the old website and is not included in your File Library on your account, let me know using the Contact form and I will email it to you.

Orders & Payments

What payment methods do you accept?

*Payment Methods:

  • We accept a wide range of major credit and debit cards, including Visa, Mastercard, American Express, & Discover.
  • We also accept Apple Pay, Google Pay, & Amazon Pay.

(All payments are securely processed at checkout)

*Currencies:

  • Since Cuddly Cute Designs operates out of the United States, all prices are listed in USD (U.S. Dollars).
  • If you are shopping from another country, your payment will automatically convert to USD during checkout by your bank or payment provider.
  • To view approximate prices in your local currency, simply select your country from the dropdown menu at the top right of the page.

Can I return or cancel my order?

*Returns:

  • Downloaded digital products cannot be returned or refunded due to the nature of the product.
  • Please review the product descriptions carefully before completing your order.
  • I encourage you to get the Freebie file to ensure the product & file types will work for your needs.

*Cancellations:

  • If you have not yet downloaded your file(s), you may request a cancellation & refund by contacting me using the Contact form.
  • Once a file has been downloaded, the order is considered complete and can no longer be cancelled or refunded.

*For more detailed information, please review our Refund Policy.

Is it safe to shop on your website?

Yes! Our website uses SSL encryption to keep your personal information and payment details safe and secure.

Will I receive an order confirmation?

Yes! After completing your purchase, you will receive an order confirmation email showing your order details along with a button to access your file(s) to download.

I didn't receive my order confirmation - what should I do?

First check your spam or junk folder. If you still do not seed it, please reach out using the Contact form and I will be happy to help!

How do I apply a discount code I received?

Once you've added products to your cart, you'll click Check out.

You'll enter the code into the box labeled Discount code above the total.

You must click Apply to adjust the total.

*You can do this to check your total before actually paying and then return to shopping by either clicking on the Cuddly Cute Design Logo or the shopping bag icon at the top of the page - Note: you will need to enter the code again before processing your payment!

Downloading Your Files

How do I access my purchased files?

*After your payment has processed, you'll see a button that reads: Access Digital File(s)

*You'll also receive an order confirmation email with a button that reads: Download My Purchase

*Another email for Your Cuddly Cute Design Purchase with a button that reads: Access File(s)

*If you created an account on the website, you can log into your account where you'll see a button that reads: Access File(s) Here

If you have any trouble accessing your files, please let me know by using the Contact form and I will be happy to help you!

Can I download my files more than once?

Absolutely! Once you purchase a file, it's yours to keep. You can log into your account anytime and re-download your purchased files as needed.

Do I need an account to download my files?

No, you'll have a chance to download your files after checkout or via a button in emails received after purchase.

Creating an account makes it easier to access all your purchases in one place, anytime you need them. No more searching through tons of emails!

How soon will I receive my files?

Immediately! Once your payment has been processed, your download will be available right away on the order confirmation page and via emails sent to you.

Mac, iPhone, iPad, & Safari - Download issues

Most issues Mac, iPhone, and iPad users experience are related to how Apple handles downloaded files. Please try the following solutions if you are experiencing problems with downloading files:

1. File does not include SVG file:

  • SVG files are included in all cut files. Mac hides file types by default.

• Open Finder
• Click Finder > Settings
• Go to Advanced
• Turn ON “Show all filename extensions”

  • The ZIP file was not fully extracted.

• Open Finder
• Go to Downloads
• Look for the ZIP file from your order
• Double-click the ZIP file
• A new folder will appear
• Open that folder

2. Using an iPhone or iPad:

  • iPhones and iPads cannot open SVG cut files directly.

To use SVG files:
• Download them on a computer (Mac or Windows)
• Upload them into a design software program from that computer

  • Mobile devices are for viewing only, not editing or importing SVG cut files.

3. Error message saying the file is damaged or unsupported.

  • This is a Mac security setting.

• Right-click the file
• Choose Open
• Click Open Anyway

  • OR go to:
    System Settings > Privacy & Security > Allow Anyway

4. Using Safari web browser

  • If you receive an error that says, "Safari can't open the file because no available application can open it."
  • Safari is trying to open each file instead of saving it. Safari cannot open SVG or DXF files.
  • To fix this issue:

STEP 1. Download the ZIP file only
Do not try to open individual files.

• Open Finder
• Go to Downloads
• Look for the ZIP file from your order

If you see a ZIP file, that means everything downloaded correctly.

If you do not see a ZIP file, try this:
• Right-click the link to download instead
• Choose Download Linked File

STEP 2. Extract the ZIP file
• Double-click the ZIP file
• A new folder will appear
• Open that folder

All file formats are inside the folder, including SVG.

STEP 3. Do NOT double-click the SVG
SVG files must be uploaded into design software.

Open design software first:
• Cricut Design Space
• Silhouette Studio


Then choose Upload or Import and select the SVG or DXF file.

5. Turn OFF Safari auto-opening downloads

  1. Open Safari
  2. Click Safari in the top menu
  3. Click Settings (or Preferences on older macOS)
  4. Go to the General tab
  5. UNCHECK:
    "Open safe files after downloading"

If you are still having problems please let me know using the Contact form and I will do my best to help you!

What should I do if I'm having trouble downloading or opening my files?

*If you haven't already, unzip the ZIP file.

  • To unzip from Microsoft PC you need to right click and select "Extract all" and then follow the instructions on selecting a destination to extract.
  • From a MAC computer simply double click the ZIP file to unzip.
  • From a mobile device like a smart phone or tablet, using the iZip app is helpful.

*Still having troubles? Please let me know using the Contact form and I will do my best to help you!

Software Compatibility

What software do I need to use your cutting files?

*To use my cutting files (SVG & DXF) with a cutting machine like Cricut or Silhouette, you can use the software that came with your machine - such as Cricut Design Space for Cricut or Silhouette Studio for Silhouette.

  • Note for Silhouette users: to use the SVG format, you will need to upgrade to the Designer Edition of Silhouette Studio.
  • The Basic Edition will only open the DXF file.
  • It is highly recommended to upgrade to the Designer Edition.
  • Working with the DXF file can be difficult because they import as outlines - not in full color and the lines do not stay grouped together when moved around.

*You can also use the SVG format in third-party programs that work with your machine, like Sure Cuts A Lot (SCAL) or Make the Cut (MTC).

What software do I need to use the PNG clipart files?

*The PNG clipart files can be used with a wide range of programs (you do not need a cutting machine)

*PNGs can be opened in most graphic design, word processing, & photo editing software such as:

  • Adobe Photoshop
  • Canva
  • Microsoft Word
  • Procreate
  • Affinity Designer
  • and many more!

PNGs are perfect for digital scrapbooking, printing (like print & cut), sublimation, creating stickers, and many other crafts.

Are your files compatible with both Windows & Mac computers?

Yes! My files work with both Windows & Mac operating systems. Just be sure your chosen software is installed and supports the file types offered (SVG, DXF, PNG).

What happened to the Studio3 files you were offering in your files?

Recently, I learned that the Studio3 file format is owned by Silhouette Studio, and according to their License Agreement, it is not permitted to sell files created in their software.

To comply with their policies, I have removed the Studio3 files from my products.

Instead, I have reintroduced the DXF files, which are still compatible with the free version of Silhouette Studio.

Thank you for understanding!