Frequently Asked Questions
If you have any questions about your order, our products and services, please check the frequently asked questions below. If you can’t find what you’re looking for, contact us using the form or details on the right.
What are the postage costs?
We try to keep it simple with our postage rates.
Sample shipping is free. (Royal Mail 1st class post untracked) 3 - 7 working days.
Everything else is £4.95. (DPD courier)
We offer a free shipping option for orders over £75. (DPD courier)
Next day by noon orders £15. (DPD courier) Please note you must place your order by 1pm to receive by noon the next day. If you order on a Friday you will receive your order on Monday by noon. If you order on a Saturday or Sunday you will receive your order on Tuesday before noon.
Northern Ireland and Scottish Highlands & Islands shipping is £15 (DPD courier) 3 – 5 working days.
Guernsey & Jersey shipping is £14 (DHL courier) 5 – 7 working days.
All our postage options are fully trackable and you will always be sent a tracking number. Please ensure you enter your email address at the checkout.
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 charge.
How long will it take to ship my order?
We work hard to ship your order as soon as possible. Our current delivery window is 2 – 5 working days. If you need to receive your order quickly you can select our ‘next day by noon’ option at the checkout.
Can I order samples?
Yes! You can order samples of any in stock fabric through the website, on every cloth page there is a button called ‘add sample’. They are 50p each with no postage on top. We always recommend ordering samples so you can check the colour and weight of a fabric before investing in meterage. If you are wanting to match the colour of a previous purchase we’d also recommend ordering a sample of the current batch as there may be some colour variation between batches. You can add a comment at the checkout asking for the current roll. Our samples are approximately 6 x 12cm. If you feel you need something larger you are able to order 0.5M of any cloth.
How do you sell your fabric?
The minimum you can order online is 0.5M, and thereafter every 10cm. So 0.6, 0.7 etc. You can use the plus and minus buttons to enter the right amount. You will always be sent a continuous length of cloth.
I’m a student, do you offer student discount?
We offer a 10% discount to students. To set up a student discount code please email a photo of your student card (with expiry date) or proof of study to [email protected]
Do you offer matching thread?
Yes we do. Our threads are the Gutermann Sew All threads (100% polyester). When you are in the cloth you’d like to purchase simply click the ‘add thread’ button. You can change the quantity of threads you’d like in the cart. The matching thread shade has been selected by our shop team. You can also just order threads individually on the Threads page if you know the number you are looking for. These are the Gutermann Sew All and the Gutermann Extra Strong threads.
Do you sell gift vouchers?
Yes we sell both e-vouchers which you receive via email immediately and physical vouchers which are posted out. You can find them here.
Please note that the e-voucher email can often be filtered to spam or blocked, so if it doesn’t come through please email [email protected]
I forgot to add something to my order, can I add it now?
We try our best to accommodate forgotten items, but if the packing team are already working on your order then we’re not able to. Please email [email protected] as soon as possible with your order number and we’ll do our best to sort this out for you.
Can I pick up from the Rye shop?
Absolutely. Just select the ‘pick up from shop’ delivery option at the checkout. We’ll send you an email once it’s ready for collection, or if there’s a specific day when you’ll be coming by then let us know using the contact form. Please note don’t take your automated email to mean it is ready for collection, you’ll receive a personal message from someone on the packing team.
Do you offer discounts for large volumes?
No this is a retail only site. We do have a wholesale website where you can register your details, for example if you are a small clothing brand. If you’re not sure whether you would qualify for receiving wholesale rates you can email us on [email protected] and we can let you know how to proceed.
Do you send fabric on rolls?
No all fabric is sent folded regardless of length. If you would like to have your fabric sent on a roll there is an additional charge of £20 – please put a note at the checkout if you would like this.
Do you accept returns on cloth?
Unfortunately we do not accept returns on cut cloth as these are bespoke items. This is why we always recommend ordering samples to ensure the colour and weight is what you are after.
Do you accept returns on products?
Gifts and notions can be returned at your shipping cost. These must be in a resalable condition – unopened and unused. Items must be returned within 7 days of receipt of your order. This is the shipping address for returns:
Attn: Returns, Merchant & Mills, 14a Tower st, Rye, TN31 7AT, UK. If you have any questions about your return you can email [email protected].
Do you accept returns on scissors:
Scissors can be exchanged or refunded at your shipping cost. Items must be returned within 7 days of receipt of your order. These must be unused – if they have visibly been used we won’t be able to refund you.
If you feel like your scissors are faulty please email [email protected] with a description and photos if necessary. Scissors are very accurately set at the factory to ensure the perfect cut, if you interfere with the bolt at all this will ruin the setting and we won’t be able to help you. Please email us with the fault before trying to fix it yourself.
Please note we no longer offer a re-sharpening/ scissor refurbishment option on our scissors.
I ordered the wrong PDF, can I have a refund?
Digital patterns are non-refundable. However if you’ve made a genuine mistake and the product hasn’t been downloaded we may be able to offer an exchange; please contact us using the contact form.
I believe my fabric is flawed, what shall I do?
We do check the fabric carefully to ensure that what you receive is of good quality, but occasionally flaws slip through. Please do inspect your fabric before washing and cutting and if you find a flaw please email a picture to [email protected] and we’ll be able to arrange a replacement.
My order has arrived and I’m not happy with the colour, what shall I do?
We put a lot of effort into ensuring that the picture is a good representation of the true colour. However different screens will show the colour differently, and there may also be some variation in colour between different batches of fabric. We always recommend getting a sample before investing in meterage to avoid disappointment. Unfortunately we aren’t able to accept returns on cut cloth as they are a bespoke product.
I’ve received my order but there’s something wrong – an item is missing/the wrong thing. How do I fix this?
It’s frustrating and disappointing but occasionally we’ll make a mistake with an order – we’re only human! Please email [email protected] with a picture of your packing slip and we’ll make it right as quickly as possible.
I’m completely stuck on one of your patterns – help!
Our retail team all sew our patterns, so if you want to speak to someone give us a call and we’ll be able to help. Otherwise you can contact Elwen for an expert answer by emailing [email protected]
I need advice on fabric suitability or colour.
There’s nothing we like more than discussing a project! Give us a call or send us a message using the contact form. You can also find further information on each fabric page under ‘details’ and ‘suitable patterns’. Likewise the patterns have ‘suggested fabrics’ which will give a good result. We also have lots of useful posts on our blog which show how we have used our fabrics.
What’s the difference between your oilskins?
Those described as ‘oilskin’ are the traditional waxed cotton – they have an oily-feeling finish and mark when crumpled/crease. The same as a classic waxed jacket they age beautifully over time.
Those that feature ‘dry oilskin’ in the name are water resistant cottons that don’t have the oily feel. They don’t mark in the same way as the traditional oilskin. There are a few different base cloth options so you may want to sample a couple to find out which would work best for your project. You can read more about this here.
Should I pre-wash my fabric?
We do recommend pre-washing your fabric in the same way as you plan to launder the finished garment – you can find recommended washing instructions for each fabric in the details tab.
However the laundered linens have already been washed at the mill so shouldn’t shrink significantly, so if you’re in a hurry and not making a close-fitting pattern then you could get away with skipping this step.
Where is your shop?
14a Tower st
What are your shop opening hours?
Weds – Fri 12 – 5
Sat + Sun 10 – 5
Closed Mon + Tues
Easter Bank Holiday Opening times:
Friday 7th April 10 - 5
Saturday 8th April 10 - 5
Sunday 9th April - Closed
Can you park outside the shop?
Yes there is paid on street parking outside our shop. There are also various larger pay and display car parks in Rye. The cheapest car park is very close to the shop and is called Rye Cattle Market Car Park and is £2 a day. (No parking on Thursday due to a market).
Are dogs allowed?
Yes, we welcome meeting all dogs! Please keep them on a lead.
Do you have samples of your patterns to try on?
Yes we do. We have a fitting room where you can try on our samples. Please note we are unable to make up our patterns for the shop in all sizes, we try to have a couple of sizes of each pattern. We have more styles upstairs, so if you can’t see the pattern you are after please ask.
Can you recommend other places in Rye to visit?
We are currently working on a Rye guide, in the meantime all our staff are local so please do ask their opinion for local hotspots/places to eat!