Patternly
File Support & Refund Policy
If there is a problem with your pattern files, contact us before or after downloading. We will get back to you promptly to help.
Patternly provides digital sewing pattern downloads. No physical item is shipped.
Get help from your order
In User Center, open My Orders and choose “Get order support” on the relevant order. Your message will include the order number. Add the file name and describe the problem.
View my ordersContact us in User Center
You can also write to us directly in User Center messages. Include your order number, pattern name, and a description of the problem so we can look into it and contact you.
Contact supportSend us an email
Where possible, write from the email address used at checkout. Include your order number, file name, and a description of the problem. You can attach a screenshot of any error message.
[email protected]Changes of mind and accidental purchases
Digital files cannot be returned like physical goods. After downloading, refunds are generally not available for a change of mind, personal preference, or overlooking sizes, languages, or file formats clearly stated on the product page. If you bought a pattern by mistake and have not downloaded it, contact us so we can review your order. Any applicable statutory cancellation rights remain unaffected.
File and delivery problems
Contact us before or after downloading if you cannot access your files, files are damaged or incomplete, you received the wrong pattern, or the content is materially different from the description. We will help troubleshoot, correct, or replace the files. We will provide an appropriate refund for serious issues, issues we cannot reasonably resolve, or where required by law. You can also ask for help with unzipping, printing, or assembling your pattern.
Duplicate purchases or charges
If you purchased the same pattern twice or were charged twice, send us the relevant order numbers or payment records. We will review them and refund confirmed duplicate purchases or charges as appropriate.
Free patterns and paid orders
Free patterns receive file support too. Cash refunds apply only to amounts actually paid; a free pattern cannot be refunded for its listed price.
Your statutory rights
This policy does not limit cancellation rights or remedies for faulty or misdescribed content under applicable law. Where a statutory cooling-off period applies, including under EU or UK rules, the right to cancel ends only when the relevant legal conditions have been met. Downloading alone does not mean you have waived that right.