Frequently Asked Questions (FAQ)

You can place an order through your customer account on our website or by emailing us at order@smartdigitising.co.za. Don’t have an account? Create one here.

To digitise your embroidery file, we need:

• An image of your logo or design
• The desired size
• The type of material it will be embroidered on
• Your preferred embroidery file format

To create your vector file, we need:

• An image of your logo or design
• The desired size
• The intended use of the vector file
• Your preferred file format
• Any special effects or simplifications required

We accept all common formats, including: JPG, BMP, TIF, GIF, PNG, PDF, AI, EPS, CDR, Word, Excel, and Weblinks.

Once your order is processed, you will receive an email with a secure payment link to our Payfast payment portal. You can complete your payment via:

• Credit Card
• EFT / Bank transfer

If you encounter any issues or need assistance, contact our customer support team via email at order@smartdigitising.co.za or call +27 21 879 5482. Once your payment is successful, your files will be sent to you via email.

We use a flat pricing model for all digitising and vectorising services. Click here to view our pricing, or contact us—we’re happy to assist.

• Free Modifications – If changes are needed to ensure the file’s quality and functionality, they are included in your order price
• Paid Modifications – If the change alters the original design concept, a small modification fee applies.

• Free resizing – You can scale your embroidery file up or down by 20% at no extra cost.
• Larger resizing – For size adjustments beyond 20%, we recommend consulting our customer service team to ensure the best results.

• Standard delivery: Next working day
• Complex designs: Up to 2 working days (we’ll notify you if extra time is needed)
• Need it sooner? Contact us for urgent requests

Your files will be sent directly to your email.

We follow a strict double quality control process. Every embroidery file undergoes internal testing with a sample run to guarantee precision. If you need any adjustments, just reach out to us.