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MERCHANT & MILLS
Privacy Policy
Last updated: March 2026
Your privacy matters to us
This policy explains what personal information we collect when you shop with us, why we collect it, and what your rights are. It has been written in plain English. If you have any questions, please get in touch — our contact details are in section 13.
This policy applies to customers shopping online at merchantandmills.com, in our Rye shop, and to anyone booking a class or retreat with us.
1. Who We Are
Merchant & Mills is a fabric, sewing pattern, and haberdashery retailer based in Rye, East Sussex. We operate online at merchantandmills.com and through our physical shop.
For the purposes of UK data protection law, Merchant & Mills Limited is the Data Controller responsible for your personal data. This means we decide how and why your data is used, and we are accountable for keeping it safe.
Company number: 07559928
Registered address: Unit 7-9, Rye Industrial Park, Harbour Road, Rye, East Sussex, TN31 7TE
If you have any questions about this policy or how we handle your data, please contact our Data Protection Contact:
Name: Michael Jones
Email: michael@merchantandmills.com
Phone: +44 (0)1797 227758
Post: 14a Tower Street, Rye, East Sussex, TN31 7AT
2. What Data We Collect
Depending on how you interact with us, we may collect the following types of personal data:
When you place an order
• Name, billing and delivery address
• Email address and telephone number
• Payment information (processed securely via Shopify Pay — we do not store your card details)
• Order history and purchase preferences
When you create an account
• Name, email address, and password (stored encrypted)
• Saved addresses and order history
When you sign up to our newsletter
• Name and email address
When you book a class or retreat
• Name, email address, and telephone number
• Dietary requirements or access needs (where you choose to provide them)
• Emergency contact information (for residential retreats only)
When you apply for a wholesale account
• Business name, contact name, address, and email
• VAT number (where applicable)
When you visit our website
• IP address and browser type
• Pages visited and time spent on site
• Cookie data (see section 8)
3. How We Use Your Data
We use your personal data only for the purposes listed below, and only on the appropriate legal basis. We will never use your data in a way that is inconsistent with the purpose for which it was collected.
Purpose Legal Basis
Processing and fulfilling your orders Contract
Sending order confirmations and shipping updates Contract
Managing your online account Contract
Sending marketing emails (newsletter) Consent
Booking and administering classes and retreats Contract
Processing wholesale applications and orders Contract
Improving our website and customer experience Legitimate interest
Complying with legal and financial obligations Legal obligation
Fraud prevention and security Legitimate interest
4. Marketing Communications
We only send marketing emails to customers who have explicitly opted in to receive them. You can unsubscribe at any time by clicking the unsubscribe link in any email, or by contacting us directly.
If you have placed an order with us, we may occasionally contact you about similar products or services under the soft opt-in provisions of UK law — but you can opt out of this at any time.
We do not sell, rent, or share your personal data with third parties for their own marketing purposes.
5. Who We Share Your Data With
We do not sell your personal data. We only share it with trusted third parties where necessary to deliver our services. These are:
• Shopify — our e-commerce platform, which hosts our website and processes online orders.
• Shopify Pay and other payment processors — to handle transactions securely. They receive your payment and billing information only.
• DHL and DPD — our shipping partners, who receive your name and delivery address to fulfil your orders.
• Mailchimp — our email marketing platform. If you have subscribed to our newsletter, we share your name and email address with Mailchimp to send it on our behalf.
• Sage 200 — our accounting and business management software, which holds order and payment records.
• Booking platforms — to manage class and retreat registrations where applicable.
• Accountancy and legal advisors — where required by law or to protect our legitimate business interests.
All third parties we work with are required to handle your data securely and in accordance with UK GDPR. We do not transfer your data outside the UK or EEA without appropriate safeguards in place, such as Standard Contractual Clauses approved by the relevant authority.
6. How Long We Keep Your Data
We only keep your personal data for as long as is necessary for the purpose it was collected. Our retention periods are:
• Order and transaction records — 7 years (as required for tax and legal purposes under HMRC guidance).
• Active customer accounts — for as long as the account remains active. If your account is inactive for 3 years, we may contact you to confirm whether you wish to keep it.
• Newsletter subscribers — until you unsubscribe, after which we remove you promptly.
• Class and retreat bookings — up to 2 years after the event.
• Wholesale accounts — for the duration of the business relationship plus 7 years.
When data is no longer needed, it is securely deleted or anonymised.
7. Your Rights
Under UK GDPR, you have the following rights regarding your personal data:
• Right of access — you can request a copy of the data we hold about you.
• Right to rectification — you can ask us to correct inaccurate or incomplete data.
• Right to erasure — you can ask us to delete your data in certain circumstances.
• Right to restrict processing — you can ask us to limit how we use your data.
• Right to data portability — you can request your data in a portable, machine-readable format.
• Right to object — you can object to processing based on legitimate interest, including direct marketing.
• Right to withdraw consent — where processing is based on your consent, you can withdraw it at any time without affecting the lawfulness of earlier processing.
To exercise any of these rights, please contact Michael Jones using the details in section 1. We will respond within one month. There is no charge for making a request.
If you are unhappy with how we have handled your data, you have the right to complain to the Information Commissioner's Office (ICO):
Website: www.ico.org.uk
Helpline: 0303 123 1113
Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF
8. Cookies
Our website uses cookies to improve your experience and help us understand how visitors use the site. Cookies are small text files placed on your device when you visit a website.
We use the following types of cookies:
• Essential cookies — necessary for the website to function (for example, keeping items in your shopping basket and maintaining your login session). These cannot be disabled.
• Analytics cookies — help us understand how visitors use our site so we can improve it (for example, Google Analytics).
• Preference cookies — remember your settings and choices to improve your experience.
• Marketing cookies — may be used to show you relevant content or adverts. We will ask for your consent before placing these.
You can manage or disable non-essential cookies at any time through your browser settings or via the cookie preferences banner on our website. Please note that disabling essential cookies will affect how the website functions.
9. Security
We take the security of your personal data seriously. We use appropriate technical and organisational measures — including secure servers, encrypted connections, and access controls — to protect your information against unauthorised access, loss, or disclosure.
Payment data is processed through Shopify Pay's secure, encrypted systems. We do not store your card details on our systems.
In the unlikely event of a personal data breach that is likely to affect your rights, we will notify you and the ICO as required by UK GDPR — normally within 72 hours of becoming aware of the breach.
10. Children's Privacy
Our website and services are not directed at children under the age of 13. We do not knowingly collect personal data from children. If you are a parent or guardian and believe we have inadvertently collected data from a child, please contact us using the details in section 13 and we will delete it promptly.
11. Third-Party Links
Our website may contain links to third-party websites — for example, social media platforms or partner organisations. We are not responsible for the privacy practices of those sites and we encourage you to read their privacy policies before providing any personal data to them. Linking to a third-party site does not imply any endorsement by Merchant & Mills.
12. Changes to This Policy
We may update this privacy policy from time to time to reflect changes in our practices, the law, or the services we offer. The most current version will always be available on our website at merchantandmills.com. If we make significant changes that affect your rights, we will communicate these to you directly — for example by email — where appropriate.
13. Contact Us
For any questions or concerns about this privacy policy or how we use your data, please contact us:
Name: Michael Jones, Data Protection Contact
Email: michael@merchantandmills.com
Phone: +44 (0)1797 227758
Post: 14a Tower Street, Rye, East Sussex, TN31 7AT
Website: www.merchantandmills.com
This policy is governed by UK GDPR (as retained in UK law by the European Union (Withdrawal) Act 2018) and the Data Protection Act 2018.
Merchant & Mills Limited — Company No. 07559928
Unit 7-9, Rye Industrial Park, Harbour Road, Rye, East Sussex, TN31 7TE
11. Returns, Cancellations, and Refunds
11.1 Your statutory rights
Nothing in these terms affects your statutory rights as a consumer under UK law, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
11.2 Right to cancel — online and telephone orders
For most goods purchased online or by telephone, you have the right to cancel within 14 days of receiving your order (the "cooling-off period") without giving a reason. This right does not apply to:
Cut lengths of fabric — these are bespoke items made to your specific measurements.
Downloadable digital patterns — once the download has commenced (see section 6.1).
Online sewing classes — once you have accessed the content (see section 6.2).
Sealed goods (such as paper sewing patterns) that have been unsealed after delivery.
Goods that have been used or are not in a resalable condition.
11.3 How to cancel — online and telephone orders
To exercise your right to cancel, please contact us within 14 days of receiving your order:
Email: sales@merchantandmills.com
Phone: +44 (0)1797 227789
You must then return the goods to us within 14 days of notifying us of your cancellation. Return postage is at your cost unless the goods are faulty or misdescribed. We recommend using a tracked service and obtaining proof of postage.
11.4 In-store purchases
For goods purchased in store:
Full-price non-bespoke items may be returned within 14 days of purchase for a full refund, provided you have a valid receipt and the item is unused and in its original condition.
Items returned within 28 days of purchase (at full price) may be exchanged.
Items purchased at a discount or marked as sale cannot be returned or exchanged unless faulty.
Cut fabric cannot be returned as it is bespoke.
In-store returns must be made in person — we do not accept returns by post for in-store purchases.
11.5 Faulty or misdescribed goods
If any goods are faulty or not as described, please contact us as soon as possible. You are entitled to a repair, replacement, or refund, in accordance with the Consumer Rights Act 2015. For fabric faults, please inspect your fabric before washing or cutting and email a photograph to sales@merchantandmills.com. We may ask you to return the goods before issuing a refund or replacement.
11.6 Refund processing
Refunds will be made to your original payment method within 14 days of us receiving the returned goods or, if earlier, within 14 days of you providing proof of return. We may reduce a refund to reflect any reduction in value of the goods caused by your handling of them beyond what is necessary to inspect them.
11.7 Goodwill returns
In addition to your statutory rights, we operate a goodwill returns policy for eligible non-bespoke goods purchased online or by telephone: we will accept returns for exchange within 28 days of purchase, provided the item is unused and in resalable condition and you notify us in accordance with clause 11.3.
12. Summary of Your Key Legal Rights
Under the Consumer Rights Act 2015, goods must be:
Of satisfactory quality — free from defects and fit for purpose.
As described — matching any description given on our website or in-store.
Fit for any particular purpose you made known to us.
If goods do not meet these standards:
Within 30 days of purchase: you can reject the goods and receive a full refund.
Between 30 days and 6 months: you are entitled to a repair or replacement in the first instance.
After 6 months: you may still be entitled to a repair, replacement, or partial refund, but you will need to demonstrate the fault.
For further information on your rights, visit the Citizens Advice website at www.citizensadvice.org.uk or call 0808 800 5000.
Our Terms
- These Terms
What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content.
These terms and conditions and the order form the contract between you and us and shall be effective for all orders placed with us, and shall take precedent over any other terms or discussions taken place between you and us.
Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss. - Information About Us And How To Contact Us
Who we are. Merchant & Mills Limited registered in England and Wales with company number 07559928. Registered office is located at Unit 8, Rye Industrial Park, Harbour Road, Rye, TN31 7TE. Registered VAT number is GB116111272.
How to contact us. You can contact us by telephoning our customer service team at 01797 227789 or by writing to us at sales@merchantandmills.com and 14a Tower Street, Rye, East Sussex. TN31 7AT.
How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address you provided to us in your order. We cannot be held responsible if the details that you have provided to us are incorrect, and therefore it is your responsibility to ensure you keep us updated with any change of these contact details
“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails. - Our Contract With You
How we will accept your order if you are purchasing our product online or over the telephone. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
How we will accept your order if you are purchasing our product in-store. Our acceptance of your order will take place when we tell you that we are able to provide you with the product, at which point a contract will come into existence between you and us.
If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, inability to obtain authorisation for payment, because we have identified an error in the price or description of the product, the item has been withdrawn or because we are unable to meet a delivery deadline you have specified.
Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order. - Our products
Products may vary slightly from their pictures. The images of the products on our website and/or our promotional literature are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible by illustrating the drape and weave of our cloth, we do advise sampling before purchase. Measurements indicated on our website may have a slight variation and we advise that washing instructions are checked prior to sewing up garments.
Product packaging may vary. The packaging of the product may vary from that shown on images on our website.
Cut cloth is considered to be a bespoke item. Please check carefully before purchase as non-faulty cut cloth cannot be returned for refund or exchange. - Your Rights To Make Changes
1 If you wish to make a change to the product you have ordered please contact us as soon as possible. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm in writing whether you wish to go ahead with the change. The details of such change would then form part of the contract between you and us. - Providing The Products
Delivery costs. The costs of delivery will be as displayed to you on our website, or as told to you during the order process if you are purchasing the product in-store and form part of your order.
When we will provide the products. During the order process we will let you know when we will provide the products to you. Please note that we do not deliver to PO box numbers.
We will aim to deliver the products to you within the time set out for your delivery zone and in any event within 30 days after the day on which we accept your order.
Your order will be sent to the address you have entered under ‘shipping address.’ We will endeavor to spot mistakes but we cannot be held responsible for missing parcels due to address errors. If a parcel is returned to us as undeliverable due to your address error we can re send your item but there will be an additional delivery
We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.
When you become responsible for the product. The product will be your responsibility from the time we deliver the product to the address you gave us.
When you own goods. You own a product which is goods once we have received payment in full. - Your Rights To End The Contract If Purchasing Online Or Over The Telephone Or Ordering Bespoke Items In Store
You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
If what you have bought is faulty or mis-described you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11.
If you want to end the contract because of something we have done or have told you we are going to do, see clause 7.2.
If you have just changed your mind about the product, see clause 7.3. You may be able to get a refund if you are within the cooling-off period if the purchase is non-cloth related and the packaging undamaged, but this may be subject to deductions and you will have to pay the costs of return of any goods.
In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.6.
Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (7.2.1) to (7.2.4) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
there is a risk that supply of the products may be significantly delayed because of events outside our control;
we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than four months.
you have a legal right to end the contract because of something we have done wrong.
Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online or over the telephone you have a legal right to change your mind within 14 days and receive a refund.
When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
Bespoke items such as cut lengths of cloth as these are specific to your purchase and personal requirements.
The item showing signs of use/reasonable wear and any products which become mixed inseparably with other items after their delivery.
How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
If you have bought goods you have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 7.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered, and paid for. If you want to end the contract in these circumstances, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract. Please be aware that we will only offer a refund on:, bespoke products, and items purchased at a discount if they are faulty (provided such discount was not given to a notified fault). If they are not faulty then we are unable to offer a refund.
Goodwill Exchange Policy. In addition, if you return the non bespoke products bought online or over the telephone to us within 28 days of purchase in an unused and saleable condition we will exchange such goods provided you notify us in accordance with clause 9. - Your Rights To End The Contract If Purchasing Instore Only
Returning non bespoke products bought in store and collected immediately. If you have changed your mind about your product and it was purchased at full price in store, we will only offer a full refund , provided the product is returned to the store by you within 14 days of purchase. If you return the product in person to the store within 28 days we will offer you an exchange. Please ensure that you have a valid receipt. Failure to do so may result in a rejection of a refund or exchange.
If the item is faulty then you will have 30 days in which to return the product and receive a refund. If you return the product outside of this time frame then you reserve the right to have the products repaired or replaced. If this is not possible then you will have a right to a price reduction or a final rejection. Please see a ‘summary of your key legal rights’ at clause 11. For the sake of clarity, if you wish to return an item which was purchased in store you must return it in person. We do not accept any such returns by post.
Returning products bought in store and collected immediately that are discounted (such as fabric remnants or ex-samples). If you purchase an item that is on sale or discounted and you later change your mind then we are unable to offer a refund or replacement of the product. If however, the product was faulty then clause 8.2 will apply. - How To End The Contract With Us Where Orders Are Placed Online, Over The Phone Or In-Store
Tell us you want to end the contract. To end the contract with us please call our customer service team on 01797 227789 or email us at sales@merchantandmills.com. Please provide your name, home address, details of the order and, where available, your phone number and email address. Email address is essential for all orders placed online.
Returning products after ending the contract. Please refer to our website for information on how to return products. We kindly request that you ensure that any returned products are well protected and packed for posting. We suggest you get a certificate of postage and allow up to 10 working days for your item to be processed.
When we will pay the costs of return. We will pay the costs of return:
if the products are faulty or mis-described;
if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. In all other circumstances you must pay the costs of
How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
Deductions from refunds. If you are exercising your right to change your mind:
We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 2-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days either from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2. - Our Rights To End The Contract
We may end the contract if you break it. We may end the contract for a product at any time by writing to you if: you do not, within a reasonable time, allow us to deliver the products to your address or collect them from us or you do not pay any sums due.
You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract. - If There Is A Problem With The Product
How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01797 227789 or write to us at sales@merchantandmills.com or 14a Tower Street, Rye, East Sussex. TN31 7AT. Alternatively, please speak to one of our staff in-store.
Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.
Summary of your key legal rights. A summary of your key legal rights can be found at the Citizens Advice website adviceguide.org.uk or call 03454 04 05 06 - Price And Payment
Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages if ordering online, or the price indicated in the price list or on the price label, if ordering in-store or over the telephone when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.
We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated , we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
When you must pay and how you must pay. Please see our website for current payment types accepted. Your transaction will be processed by Worldpay/Sagepay/Paypal in a secure environment. Please note we are not responsible for a delay in dispatching your product if your card issuer delays your payment to us, for what ever reason.
For goods, you must pay for the products before we dispatch them. If you pay by credit or debit card, the total order amount will be authorised for payment but we will only charge for the goods as they are dispatched. - Our Responsibility For Loss Or Damage Suffered By You
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. - How We May Use Your Personal Information
How we will use your personal information. We will use the personal information you provide to us:
to supply the products to you;
to process your payment for the products; and
if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these at any time by contacting us.
We will process your personal data in accordance with out GDPR privacy policy which can be found on our website. - Other Important Terms
No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.
Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, we suggest you contact the CEDR (Centre for Effective Dispute Resolution) via their website at http://www.cedr.com/consumer in order for the dispute to be resolved prior to taking court action. CEDR will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.
MERCHANT & MILLS
Terms and Conditions
merchantandmills.com — Effective from March 2026
Please read these terms carefully before placing an order or making a booking.
These Terms and Conditions govern your use of merchantandmills.com and apply to all purchases of products, digital content, classes, retreats, and venue hire made through our website or in our Rye shop. By placing an order or making a booking you agree to be bound by these terms.
1. About Us
Merchant & Mills Limited is a fabric, sewing pattern, haberdashery, and lifestyle retailer. We operate online at merchantandmills.com and through our physical shop and sewing school at 14a Tower Street, Rye, East Sussex, TN31 7AT.
Company details
Registered name
Merchant & Mills Limited
Company number
07559928
Registered address
Unit 7-9, Rye Industrial Park, Harbour Road, Rye, East Sussex, TN31 7TE
VAT number
GB116111272
Trading address
14a Tower Street, Rye, East Sussex, TN31 7AT
sales@merchantandmills.com
Phone
+44 (0)1797 227789
Website
www.merchantandmills.com
2. Scope of These Terms
These terms apply to all contracts formed between you and Merchant & Mills for the purchase of:
Physical goods — including fabric, sewing patterns, haberdashery, notions, books, homeware, and accessories ("Goods");
Digital products — including downloadable sewing patterns and online sewing classes ("Digital Products");
In-person sewing classes — non-residential day or half-day classes held at our Rye studio ("Classes");
Residential sewing retreats — multi-night retreats including accommodation at The Grove, Rye ("Retreats");
Separate terms apply to our wholesale customers at wholesale.merchantandmills.com. These Terms and Conditions do not apply to wholesale transactions.
These terms are governed by English law. If you are a consumer based in the United Kingdom, you have additional statutory rights which these terms do not seek to limit or exclude.
3. Placing an Order
3.1 How contracts are formed
Online orders: A contract is formed between you and us when we send you an order confirmation email. This is the point at which we accept your order. Acknowledgement emails received before this point do not constitute acceptance.
In-store purchases: A contract is formed when we confirm that we are able to supply the goods to you and accept payment.
Classes and Retreats: A contract is formed when we send written confirmation of your booking and receive the required deposit or full payment.
3.2 When we may decline your order
We reserve the right to decline or cancel any order before dispatch in the following circumstances:
The product is out of stock or has been discontinued.
We have been unable to obtain payment authorisation.
We have identified a pricing or product description error.
The order is for a PDF pattern that appears to be for resale, and you do not hold a wholesale account.
We are unable to deliver to your specified address.
If we decline your order we will inform you promptly and issue a full refund of any payment made.
3.3 Order numbers
We will assign an order reference number to each order. Please quote this in any correspondence with us about your order.
4. Prices, VAT, and Payment
4.1 Pricing
All prices are shown inclusive of UK VAT where applicable at the prevailing rate. Prices are shown in your chosen currency based on your selected location. We take reasonable care to ensure prices are correct, but errors may occasionally occur.
4.2 Pricing errors
If we discover a pricing error after accepting your order we will contact you. You may choose to proceed at the correct price or cancel the order for a full refund. We are not obliged to supply goods at an incorrect price where the error was obvious and could reasonably have been identified as a mispricing.
4.3 VAT changes
If the rate of VAT changes between your order date and the date we supply the goods, we will adjust the VAT amount accordingly unless you have already paid in full before the change takes effect.
4.4 International orders — duties and taxes
For orders delivered outside the UK, you may be liable for import duties, customs charges, or local taxes imposed by your country. These charges are your responsibility and are not included in our prices or delivery charges unless explicitly stated at checkout. For customers in the United States, applicable duties are shown separately at checkout and collected at the point of purchase.
4.5 Payment
Payment is required in full before goods are dispatched. We accept payment by credit card, debit card, and other methods shown at checkout. All online transactions are processed securely through Shopify Pay. We do not store your card details.
For Classes, a deposit may be required at the time of booking with the balance due by a specified date. For Retreats, a deposit is required at booking with the full balance due no later than 8 weeks before the retreat start date. For Venue Hire, a deposit is required at booking with the full balance due 4 weeks before the hire date. Specific payment terms will be confirmed in your booking confirmation.
5. Physical Goods — Fabric, Patterns, Haberdashery and Homeware
5.1 Product descriptions
We make every effort to display our products accurately, including colour, texture, drape, and weight. However, colours may appear differently on different screens or devices, and fabric characteristics may vary slightly between batches. We strongly recommend ordering a sample before committing to larger yardage.
Measurements shown on our website may have a slight variation. Washing and care instructions should be checked carefully before cutting and making.
5.2 Cut fabric — bespoke items
All cut lengths of fabric are made to your specific measurements and are treated as bespoke items. Cut fabric cannot be returned or exchanged unless it is faulty. This is consistent with your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which excludes bespoke items from the right to cancel.
We always recommend ordering a fabric sample before purchasing meterage. Samples are available on our website.
5.3 Fabric quality
We inspect fabric carefully before dispatch. Occasionally a flaw may slip through. Please inspect your fabric before washing or cutting. If you find a fault, please email a photograph to sales@merchantandmills.com within 14 days of receipt and we will arrange a replacement or refund.
5.4 Paper sewing patterns
Paper sewing patterns come in two size ranges; UK 8-18 & UK 18-28 and printed to a finished standard. They cannot be returned once opened unless faulty, as they are considered sealed goods which have been unsealed after delivery.
5.5 Haberdashery, notions, homeware, and accessories
These items may be returned in accordance with section 911 of these terms, provided they are unused and in their original, resalable condition.
5.6 Books
Books may be returned in accordance with section 911, provided they are in an undamaged, resalable condition.
6. Digital Products — Downloadable Patterns and Online Classes
6.1 Downloadable sewing patterns
Downloadable PDF patterns are available for immediate download on completion of purchase. By placing an order for a downloadable pattern you acknowledge and agree that:
The download is made available to you immediately on purchase.
Your right to cancel under the Consumer Contracts Regulations 2013 does not apply once the download has commenced, as you will have expressly requested immediate delivery of the digital content.
Digital patterns are therefore non-refundable once downloaded.
If you have purchased a digital pattern in error and have not yet downloaded it, please contact us at sales@merchantandmills.com as soon as possible and we may be able to offer an exchange at our discretion.
6.2 Online sewing classes
Our online classes are pre-recorded video tutorials available for purchase and viewing at any time. On purchase you will receive lifetime access to the class content.
The same cancellation terms apply as for downloadable patterns — once you have accessed the class content, the right to cancel does not apply. If you have not yet accessed the content following purchase, please contact us promptly.
6.3 Intellectual property
All digital content — including patterns, class videos, and tutorial materials — is the intellectual property of Merchant & Mills Limited and is protected by copyright. You are granted a personal, non-exclusive, non-transferable licence to use the content for personal, non-commercial use only. You may not reproduce, redistribute, resell, share, or publish any part of our digital content without our written permission.
7. In-Person Sewing Classes
7.1 Booking and payment
Classes are held at our sewing studio above the shop at 14a Tower Street, Rye, East Sussex. Bookings are made via our website. Full payment is required at the time of booking unless otherwise stated.
7.2 Cancellation by you
If you need to cancel a class booking, the following terms apply:
Cancellation more than 28 days before the class date: full refund, less any non-recoverable costs.
Cancellation 14 to 28 days before the class date: 50% refund.
Cancellation fewer than 14 days before the class date: no refund, unless we are able to fill your place, in which case a full refund will be made.
We will always try to find a replacement for your place. If you are unable to attend, you are welcome to transfer your booking to another person provided you notify us in advance.
7.3 Cancellation or change by us
We reserve the right to cancel or reschedule a class where necessary — for example due to insufficient bookings, tutor illness, or circumstances beyond our control. In such cases we will give you as much notice as possible and offer either a full refund or a transfer to an alternative date.
7.4 What to bring
Details of what to bring and any materials required will be confirmed in your booking confirmation email. Unless otherwise stated, materials and equipment are provided.
7.5 Health and safety
All participants must follow the health and safety guidance given by our tutors. We reserve the right to ask anyone who poses a risk to themselves or others to leave a class without refund.
8. Residential Sewing Retreats
8.1 Overview
Our residential sewing retreats are multi-night experiences combining sewing tuition with accommodation at The Grove, our Victorian townhouse at 4 The Grove, Rye, East Sussex. Retreats are led by experienced tutors and are suitable for all levels.
8.2 Booking and deposit
A non-refundable deposit (as stated on the retreat listing) is required to secure your place. The full balance is due no later than 8 weeks before the retreat start date. If the balance is not received by this date, Merchant & Mills reserves the right to cancel your booking and re-offer your place, retaining the deposit.
8.3 What is included
Unless stated otherwise in the retreat listing, the retreat price includes:
Accommodation at The Grove for the stated number of nights (single occupancy rooms).
Sewing tuition from our experienced tutors during studio hours.
Lunch on each tuition day, shared with the group.
Welcome drinks on arrival.
Access to all sewing machines and studio equipment.
Travel to and from Rye, evening meals, and personal expenses are not included unless specifically stated.
8.4 Cancellation by you
Given the nature of residential retreats, our cancellation policy is as follows:
Cancellation more than 8 weeks before the start date: deposit is forfeited; balance (if paid) is refunded in full.
Cancellation 4 to 8 weeks before the start date: 50% of the total retreat price is forfeited.
Cancellation fewer than 4 weeks before the start date: the full retreat price is forfeited.
We strongly recommend taking out appropriate travel insurance to cover cancellation, illness, or other unforeseen circumstances.
8.5 Cancellation by us
In the event that we must cancel a retreat — for example, due to insufficient bookings, significant property issues at The Grove, or force majeure — we will notify you as soon as possible and offer a full refund of all monies paid, or a transfer to an alternative date. We will not be liable for any travel or other costs you have incurred.
8.6 Accommodation — The Grove
The Grove is a Victorian residential property. All rooms are single occupancy and for retreat participants only. Guests must treat the property with care and respect. Any damage caused by a guest to the property or its contents may be charged to that guest. No smoking is permitted anywhere in the property. Pets are not permitted.
8.7 Health, accessibility, and dietary requirements
Please inform us of any relevant health conditions, accessibility requirements, or dietary needs at the time of booking. We will do our best to accommodate all reasonable requirements, but we cannot guarantee that all needs can be met. We reserve the right to decline a booking if we are unable to safely accommodate a participant's requirements.
9. Venue Hire
9.1 Overview
Our studio space at 14a Tower Street, Rye, may be hired privately outside of scheduled Classes, for workshops, private groups, photography, or similar uses.
9.2 Booking and deposit
A deposit is required at the time of booking to secure your chosen date, with the full balance due no later than 4 weeks before the hire date, in accordance with section 4.5. If the balance is not received by this date, we reserve the right to cancel the booking and release the date to another hirer.
9.3 What is included
Unless otherwise agreed in writing, Venue Hire includes exclusive use of the studio space for the agreed hire period and access to the furniture and equipment ordinarily kept in the space. It does not include catering, sewing machines or haberdashery materials, tutor time, or additional equipment, unless specifically agreed and stated in your booking confirmation.
9.4 Cancellation by you
If you need to cancel a Venue Hire booking, the following terms apply:
Cancellation more than 4 weeks before the hire date: the balance (if paid) is refunded in full; the deposit is non-refundable.
Cancellation fewer than 4 weeks before the hire date: no refund, unless we are able to re-let the space for the same date, in which case a full refund will be made.
9.5 Cancellation or change by us
We reserve the right to cancel or reschedule a Venue Hire booking where necessary — for example due to unforeseen building or safety issues, or circumstances beyond our control. In such cases we will give as much notice as possible and offer a full refund or a transfer to an alternative date.
9.6 Use of the space
You are responsible for the conduct of your guests or attendees while using the space. The space must be left in the condition in which it was found, and any damage caused during your hire period may be charged to you. No smoking is permitted anywhere on the premises.
10. Delivery of Physical Goods
10.1 Delivery charges
Delivery charges are displayed at checkout and depend on your location and the size of your order. Charges are confirmed before you complete your purchase.
10.2 Delivery times
We aim to dispatch orders within the timeframe shown on our website, which is typically within 2-5 working days. Estimated delivery times are given in good faith but are not guaranteed. We will not be liable for delays caused by circumstances outside our control, including carrier delays or customs processing.
We do not dispatch to PO box addresses.
10.3 Delivery address
Your order will be dispatched to the shipping address you provide at checkout. Please ensure this is accurate — we are not responsible for lost or undelivered parcels resulting from an incorrect address. If a parcel is returned to us due to an address error, we will contact you, and re-delivery will be charged at the standard rate.
10.4 International delivery
We ship internationally. International orders may be subject to customs inspections and delays. Import duties, taxes, and handling fees are payable by the recipient (unless collected at checkout as described in section 4.4). We cannot be held responsible for delays or costs arising from customs processes.
10.5 Fabric on a roll
All fabric is dispatched folded by default. If you require fabric dispatched on a roll, an additional charge applies. Please add a note at checkout or contact us before ordering.
10.6 Risk and ownership
Risk in the goods passes to you on delivery. Ownership of the goods passes to you on receipt of payment in full.
10.7 Failed delivery
If delivery is attempted and no one is available, our carrier will leave a notification card. If you do not rearrange delivery or collect within the carrier's timeframe, the parcel may be returned to us. We will contact you in this event. A re-delivery charge may apply.
11. Returns, Cancellations, and Refunds
11.1 Your statutory rights
Nothing in these terms affects your statutory rights as a consumer under UK law, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
11.2 Right to cancel — online and telephone orders
For most goods purchased online or by telephone, you have the right to cancel within 14 days of receiving your order (the "cooling-off period") without giving a reason. This right does not apply to:
Cut lengths of fabric — these are bespoke items made to your specific measurements.
Downloadable digital patterns — once the download has commenced (see section 6.1).
Online sewing classes — once you have accessed the content (see section 6.2).
Sealed goods (such as paper sewing patterns) that have been unsealed after delivery.
Goods that have been used or are not in a resalable condition.
11.3 How to cancel — online and telephone orders
To exercise your right to cancel, please contact us within 14 days of receiving your order:
Email: sales@merchantandmills.com
Phone: +44 (0)1797 227789
You must then return the goods to us within 14 days of notifying us of your cancellation. Return postage is at your cost unless the goods are faulty or misdescribed. We recommend using a tracked service and obtaining proof of postage.
11.4 In-store purchases
For goods purchased in store:
Full-price non-bespoke items may be returned within 14 days of purchase for a full refund, provided you have a valid receipt and the item is unused and in its original condition.
Items returned within 28 days of purchase (at full price) may be exchanged.
Items purchased at a discount or marked as sale cannot be returned or exchanged unless faulty.
Cut fabric cannot be returned as it is bespoke.
In-store returns must be made in person — we do not accept returns by post for in-store purchases.
11.5 Faulty or misdescribed goods
If any goods are faulty or not as described, please contact us as soon as possible. You are entitled to a repair, replacement, or refund, in accordance with the Consumer Rights Act 2015. For fabric faults, please inspect your fabric before washing or cutting and email a photograph to sales@merchantandmills.com. We may ask you to return the goods before issuing a refund or replacement.
11.6 Refund processing
Refunds will be made to your original payment method within 14 days of us receiving the returned goods or, if earlier, within 14 days of you providing proof of return. We may reduce a refund to reflect any reduction in value of the goods caused by your handling of them beyond what is necessary to inspect them.
11.7 Goodwill returns
In addition to your statutory rights, we operate a goodwill returns policy for eligible non-bespoke goods purchased online or by telephone: we will accept returns for exchange within 28 days of purchase, provided the item is unused and in resalable condition and you notify us in accordance with clause 11.3.
12. Summary of Your Key Legal Rights
Under the Consumer Rights Act 2015, goods must be:
Of satisfactory quality — free from defects and fit for purpose.
As described — matching any description given on our website or in-store.
Fit for any particular purpose you made known to us.
If goods do not meet these standards:
Within 30 days of purchase: you can reject the goods and receive a full refund.
Between 30 days and 6 months: you are entitled to a repair or replacement in the first instance.
After 6 months: you may still be entitled to a repair, replacement, or partial refund, but you will need to demonstrate the fault.
For further information on your rights, visit the Citizens Advice website at www.citizensadvice.org.uk or call 0808 800 5000.
13. Intellectual Property
All content on merchantandmills.com — including sewing patterns, designs, photographs, videos, tutorials, text, and trademarks — is the intellectual property of Merchant & Mills Limited or is used with permission. All rights are reserved.
You may not copy, reproduce, distribute, resell, or create derivative works from any of our content without our prior written consent. Personal, non-commercial use of our website content is permitted.
If you purchase a physical sewing pattern, you are granted a personal licence to make the garment for yourself or as a gift. You may not use our patterns for commercial production without a separate licence from us. Please contact us at sales@merchantandmills.com to discuss commercial licensing.
14. Website Use
14.1 Accuracy
We make every effort to keep the information on our website accurate and up to date. However, we do not warrant that all information is free from errors or omissions, and we reserve the right to correct any errors or update content at any time without notice.
14.2 Availability
We aim to keep our website available at all times but cannot guarantee uninterrupted access. We will not be liable for any loss caused by temporary unavailability of the website.
14.3 Third-party links
Our website may contain links to third-party websites. We are not responsible for the content or practices of those sites and do not endorse them. You access third-party websites at your own risk.
14.4 User content
If you submit content to us — for example via our 'Made by You' section or social media — you grant us a non-exclusive, royalty-free licence to use, display, and share that content in connection with our business and marketing activities. You confirm that you own or have the right to submit any content you provide.
15. Our Liability
15.1 What we are responsible for
We are responsible to you for foreseeable loss or damage caused by our failure to comply with these terms or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious it will happen or if, at the time of contracting, both parties knew it might happen.
15.2 What we are not responsible for
We are not responsible for:
Loss or damage that is not foreseeable.
Loss or damage caused by events outside our reasonable control (see section 16).
Business losses — we supply our products and services for domestic and personal use only. If you use them for commercial purposes we will have no liability for loss of profit, business interruption, or loss of business opportunity.
Colour variation in fabrics due to screen display differences or natural batch variation.
Loss or damage arising from your failure to inspect fabric before washing or cutting.
15.3 Cap on liability
Our total liability to you in connection with any order or booking shall not exceed the total amount paid by you for that order or booking.
15.4 Rights not excluded
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraudulent misrepresentation, or any other liability that cannot be limited or excluded by UK law.
16. Events Outside Our Control
We will not be liable for any failure or delay in performing our obligations under these terms that is caused by events outside our reasonable control, including (but not limited to) severe weather, natural disasters, pandemic, national emergency, strikes, supply chain disruption, government action, or failure of third-party services.
If such an event occurs, we will notify you as soon as reasonably possible and take all reasonable steps to minimise the impact. If the event prevents us from performing our obligations for more than 30 days, either party may end the contract and you will receive a refund for any goods or services not yet provided.
17. Privacy and Data Protection
We take your privacy seriously. Our Privacy Policy explains how we collect, use, and protect your personal data and is available at merchantandmills.com. By purchasing from us or making a booking, you acknowledge that we will process your personal data in accordance with our Privacy Policy.
18. Complaints and Dispute Resolution
18.1 Contacting us
If you have a complaint or are unhappy with any aspect of your order or experience, please contact us in the first instance:
Email: sales@merchantandmills.com
Phone: +44 (0)1797 227789
Post: 14a Tower Street, Rye, East Sussex, TN31 7AT
We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days.
18.2 Alternative dispute resolution
If we are unable to resolve your complaint to your satisfaction, you may refer it to an alternative dispute resolution (ADR) provider. We suggest the Centre for Effective Dispute Resolution (CEDR):
Website: www.cedr.com/consumer
You also have the right to use the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr, although as a UK business we are not obliged to use this service.
18.3 Legal proceedings
These terms are governed by English law. Any disputes that cannot be resolved through the above processes may be referred to the courts of England and Wales.
19. General
19.1 Entire agreement
These terms, together with any booking confirmation, constitute the entire agreement between you and us in relation to your order or booking. They supersede all previous discussions, representations, and agreements.
19.2 Severability
If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force and effect.
19.3 No waiver
If we fail to enforce any provision of these terms on one occasion, this does not prevent us from enforcing it on a later occasion.
19.4 Third-party rights
These terms do not create any rights in favour of third parties. No third party may enforce any term of these terms under the Contracts (Rights of Third Parties) Act 1999.
19.5 Changes to these terms
We reserve the right to amend these terms at any time. Changes will be posted on our website. The terms in force at the time you place your order or make your booking are the terms that apply to your contract with us.
These Terms and Conditions are governed by English law and apply to all contracts formed at merchantandmills.com.
We recommend these terms are reviewed by a UK solicitor before publication.
Merchant & Mills Limited — Company No. 07559928
Unit 7-9, Rye Industrial Park, Harbour Road, Rye, East Sussex, TN31 7TE
10. Delivery of Physical Goods
10.1 Delivery charges
Delivery charges are displayed at checkout and depend on your location and the size of your order. Charges are confirmed before you complete your purchase.
10.2 Delivery times
We aim to dispatch orders within the timeframe shown on our website, which is typically within 2-5 working days. Estimated delivery times are given in good faith but are not guaranteed. We will not be liable for delays caused by circumstances outside our control, including carrier delays or customs processing.
We do not dispatch to PO box addresses.
10.3 Delivery address
Your order will be dispatched to the shipping address you provide at checkout. Please ensure this is accurate — we are not responsible for lost or undelivered parcels resulting from an incorrect address. If a parcel is returned to us due to an address error, we will contact you, and re-delivery will be charged at the standard rate.
10.4 International delivery
We ship internationally. International orders may be subject to customs inspections and delays. Import duties, taxes, and handling fees are payable by the recipient (unless collected at checkout as described in section 4.4). We cannot be held responsible for delays or costs arising from customs processes.
10.5 Fabric on a roll
All fabric is dispatched folded by default. If you require fabric dispatched on a roll, an additional charge applies. Please add a note at checkout or contact us before ordering.
10.6 Risk and ownership
Risk in the goods passes to you on delivery. Ownership of the goods passes to you on receipt of payment in full.
10.7 Failed delivery
If delivery is attempted and no one is available, our carrier will leave a notification card. If you do not rearrange delivery or collect within the carrier's timeframe, the parcel may be returned to us. We will contact you in this event. A re-delivery charge may apply.
Company Legal Name: Merchant & Mills Ltd
Registered Address: Unit 8 Rye Industrial Park, Rye Harbour Road, Rye, TN31 7TE
Company Reg No: 07559928
Vat Number: GB 116111272
Legal form of business: Limited company
Registered country: England & Wales
Email address: sales@merchantandmills.com
Phone number: +44 01792 227789