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 merchantandmillshouse.com and in our Rye shop.

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: 16854245
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:  9 Lion Street, Rye, East Sussex, TN31 7LB

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:  9 Lion Street, Rye, East Sussex, TN31 7LB
Website:  www.merchantandmillshouse.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. 16854245
Unit 7-9, Rye Industrial Park, Harbour Road, Rye, East Sussex, TN31 7TE

7. Returns, Cancellations, and Refunds
7.1 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.

7.2 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:

•    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.

For hygiene reasons, we cannot accept returns on the following unless faulty:

• Duvet covers and pillowcases

• Made-to-measure or personalised items

7.3 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.

7.4 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.

7.5 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.

7.6 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.

7.7 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 7.3.

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 HOUSE Limited is a lifestyle retailer. We operate online at merchantandmillshouse.com and through our physical shop at 9 Lion Street, Rye, East Sussex, TN31 7LB.

Company details    
Registered name    Merchant & Mills (HOUSE) Limited
Company number    16854245
Registered address    Unit 8, Rye Industrial Park, Harbour Road, Rye, East Sussex, TN31 7TE
VAT number    GB 512116151
Trading address    9 Lion Street, Rye, East Sussex, TN31 7LB
Email    house@merchantandmills.com
Phone    +44 (0)1797 227789
Website    www.merchantandmillshouse.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 homeware, and accessories ("Goods");

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.
•    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 — 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 Haberdashery, notions, homeware, and accessories
These items may be returned in accordance with section 7 of these terms, provided they are unused and in their original, resalable condition.

5.3 Books
Books may be returned in accordance with section 7, provided they are in an undamaged, resalable condition.

6. Delivery of Physical Goods
6.1 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.

6.2 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.

6.3 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.

6.4 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.
6.5 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.

6.6 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.

7. Returns, Cancellations, and Refunds
7.1 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.

7.2 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.

7.3 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.

7.4 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.

7.5 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.

7.6 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.

7.7 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.

8. 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.

9. 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.

10. Website Use
10.1 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.

10.2 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.

10.3 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.

10.4 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.

11. Our Liability
11.1 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.

11.2 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.

11.3 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.

11.4 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.

12. 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.

13. 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.

14. Complaints and Dispute Resolution
14.1 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.

14.2 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.

14.3 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.

15. General
15.1 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.

15.2 Severability
If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force and effect.

15.3 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.

15.4 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.

15.5 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

MERCHANT & MILLS
Terms and Conditions
merchantandmills.com  —  Effective from March 2026
Please read these terms carefully before placing an order.
These Terms and Conditions govern your use of merchantandmillshouse.com and apply to all purchases of products made through our website or in our Rye shop. By placing an order or making you agree to be bound by these terms.

1. About Us
Merchant & Mills HOUSE Limited is a lifestyle retailer. We operate online at merchantandmillshouse.com and through our physical shop at 9 Lion Street, Rye, East Sussex, TN31 7LB.

Company details    
Registered name    Merchant & Mills (HOUSE) Limited
Company number    16854245
Registered address    Unit 8, Rye Industrial Park, Harbour Road, Rye, East Sussex, TN31 7TE
VAT number    GB 512116151
Trading address    9 Lion Street, Rye, East Sussex, TN31 7LB
Email    house@merchantandmills.com
Phone    +44 (0)1797 227789
Website    www.merchantandmillshouse.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 homeware, and accessories ("Goods");

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.
•    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 — 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 Haberdashery, notions, homeware, and accessories
These items may be returned in accordance with section 7 of these terms, provided they are unused and in their original, resalable condition.

5.3 Books
Books may be returned in accordance with section 7, provided they are in an undamaged, resalable condition.

6. Delivery of Physical Goods
6.1 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.

6.2 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.

6.3 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.

6.4 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.
6.5 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.

6.6 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.

7. Returns, Cancellations, and Refunds
7.1 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.

7.2 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.

7.3 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.

7.4 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.

7.5 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.

7.6 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.

7.7 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.

8. 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.

9. 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.

10. Website Use
10.1 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.

10.2 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.

10.3 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.

10.4 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.

11. Our Liability
11.1 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.

11.2 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.

11.3 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.

11.4 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.

12. 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.

13. 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.

14. Complaints and Dispute Resolution
14.1 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.

14.2 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.

14.3 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.

15. General
15.1 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.

15.2 Severability
If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force and effect.

15.3 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.

15.4 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.

15.5 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

6. Delivery of Physical Goods
6.1 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.

6.2 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.

6.3 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.

6.4 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.
6.5 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.

6.6 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 (HOUSE) Ltd
Registered Address: Unit 8 Rye Industrial Park, Rye Harbour Road, Rye, TN31 7TE
Company Reg No: 16854245
Vat Number: GB 512116151
Legal form of business: Limited company
Registered country: England & Wales
Email address: house@merchantandmills.com 
Phone number: +44 01792 227789