Frequently Asked Questions

Please click on a question below to view the answer. If you are unable to find the answer you are looking for then please contact us.

Here on the Farm our Romney Marsh Wools Team begin to process your order immediately.  However, there may still be time to add or changer your order.

If you would like to change the delivery address or cancel your order, please contact our team ASAP on 01233 721800 or via admin@romneymarshwools.co.uk , quoting your order number.

Please see our DELIVERY TERMS for full details.

PLEASE NOTE: Delivery is typically between 1-3 days of dispatch depending on your address.  So please allow up to 7 days working days for delivery though we will try and make it quicker.  If your order is urgent then please do call us on 01233 721800 or email us admin@romneymarshwools.co.uk.  Please note that ALL our cushion inners and outers are made to order and will be dispatched within 10 working days of the order.

Our Next Day Delivery option is available for UK mainland orders only. For guaranteed delivery the following working day, please contact us direct on 01233 721800 and place your order before 12noon. Please not this service is not available during weekends and bank holidays.

We’re able to deliver our Romney Marsh Wools products across the world to most countries.

We are able to track all mainland UK courier parcels and international parcels - you should receive an email from the courier company with your Track and Trace information. If you do not receive this email, please get in touch with our Customer Service team on admin@romneymarshwools.co.uk if you would like to check the progress of your order.

Yes, please call us on 01233 721800 or email us on admin@romneymarshwools.co.uk to arrange a time to collect, this service is FREE, and your order will be ready to collect after two working days from Romney Marsh Wools, Rushfield, Giggers Green Road, Aldington, Kent, TN25 7BT during office opening times (5 days a week 10am-2pm).

Yes, please call us on 01233 721800 or email us on admin@romneymarshwools.co.uk to arrange a date and from which show to collect from.

Yes, of course. Please enter their address in the Delivery section of the checkout. If you would like us to write a personal note, please leave this in the Notes section. Or if the gift recipient lives with you, please let us know if you would like a plain box without any Romney Marsh Wools branding, shh!

First, please have a browse of our website using the menu above, or use the Search toolbar if you’re looking for a particular product or design. Next, add the items to your basket and enter your details as a new customer through the checkout process. This includes your delivery and billing address. If you’re already a Romney Marsh Wools online customer, login using your email address and password. If you have forgotten your password please click HERE and enter your email address.

Please review your basket and personal details before completion of your order. Once payment is made you should receive an email confirmation from admin@romneymarshwools.co.uk with the details of your order, along with a receipt of your payment from PayPal or Stripe.

If you do not receive any confirmation of your order, please check your junk or spam email folder. If you find our emails in this folder, please add our address to your contacts list. However, if you cannot locate your order confirmation, please contact us via admin@romneymarshwools.co.uk or on 01233 721800.

Every now and again, in particular during busy periods or special promotions, an item might become unavailable after your order is made. This might be due to limited stock levels, or a technical website error. On this occasion, our customer service team will contact you via phone or email to offer an alternative product, or a refund for the item.

Romney Marsh Wools gift vouchers are available in £5, £10, and £20 values. For any amount in between, please add a combination of these values to your basket, or give us a call on 01233 721800 to buy a voucher on the phone. Our vouchers are valid for 12 months from purchase and cannot be exchanged for any cash value.

Please enter the code from the voucher or promotion in YOUR BASKET, then click UPDATE to alter the checkout total.

If you are trying to redeem your discount code and you're having problems, please do get in touch.

We accept online payments with Visa, Visa Electron, Maestro, Mastercard and PayPal (excl. American Express).

The Romney Marsh Wools website uses a popular and well-known secure payment platform Stripe to process credit/debit card payments, along with PayPal. We do not store any card information on our server or in any other digital format. We do not share any other personal details (email address/phone number) with any third-party.

All online credit/debit payments are subject to authorisation by the card issuer/bank. If, for any reason, the issuer does not authorise the payment, the order will not process. Please check your personal details, in particular the billing address.

All prices are shown inclusive of VAT (at the applicable UK rate of 20%). The exact VAT is shown at the final checkout process (and on your order confirmation email) and is based on the final value of your order, at the rate applicable to your country. You’re responsible for any other tax/custom charges applicable in your territory.

Each online (or phone) order is hand-picked from our farm office. If there’s a mistake with your order, we’re sorry! Please report any missing, incorrect or damaged items, along with your order ID, within 14 days of delivery via email, admin@romneymarshwools.co.uk, or on the phone, 01233 721800. We’ll endeavour to rectify the problem ASAP.

PLEASE NOTE: there might be certain items in your order which are not yet available, for example pre-order cushions, or hand knitted items.

If you would like to exchange or return your purchase, we will be happy to do so within 28 days. Please contact our Customer Service team via admin@romneymarshwools.co.uk, or on the phone, 01233 721800, with details of your purchase and any reasons for the return or exchange.

For items that are deemed faulty, we will be happy to cover postage up to £4.50 for you to return an item for a full refund or exchange. Please note: any item damaged as a result of wear-and-tear is not considered faulty.

If you would like to return any goods that are not faulty, we will be happy to fully refund the cost of your purchase provided they are returned to us in tip top condition. We will not be able to cover the postage cost of returns or exchanges in this case.

Please note: this excludes digital content such as pdf patterns.

Please return your items to: Romney Marsh Wools, Rushfield, Giggers Green Road, Aldington, Kent, TN25 7BT, with your Order ID, and any details/reasons for the return. We’ll process your return, and refund or exchange, within 14 working days.

Romney Marsh Wools patterns are available in PDF format and sent as a download link in your order confirmation email as soon as the online transaction is successful. It will also appear straight away in your Romney Marsh Wools Area. If you do not receive this email please check your junk, spam or promotions email folder. If you find our emails in these folders, please add our address to your contacts list. However, if you cannot locate your order confirmation, or if there are any problems with the download link or .pdf, please contact us via admin@romneymarshwools.co.uk or on 01233 721800.

It’s irritating when you discover a knot or join in your yarn, but they do not necessarily mean the yarn is faulty as knots are one of things that can happen as part of the manufacturing process. Romney Marsh Wools yarn is a Grade A pure wool blend, however, joins and knots do tend to be more common in natural fibres. If you find you have been unfortunate enough to have multiple knots in your 100g ball, please contact our customer service team at admin@romneymarshwools.co.uk or on 01233 721800 and we’ll organise a replacement for you.

You may find that the weight of your yarn does vary slightly from ball to ball but should be very close to the weight on the label. If you are finding your balls of yarn to be significantly less than the supposed weight, this may be due to low humidity, as because of the nature of natural fibres the weight can fluctuate with humidity levels.

Always hand-wash any hand-knitted/crocheted knitwear or accessories made from Romney Marsh Wools yarns, then dry flat away from direct heat. Afterwards, steam and block if necessary.

Sponge Clean Only: we recommend using our Lanolin Woolly Wash in cold water to gently remove any dirt or stains on your slippers.  Always allow to dry naturally, away from all artificial heat sources.  Once dry, gently brush with our Multi-Purpose Suede Brush. Do not: - Soak - Use fabric conditioner - Use artificial heat to dry - Dry in direct sunlight.

Yes our slippers would have to be resprayed with a protector after being washed.

Sheepskin Rugs can usually be kept free of dirt and dust by regularly brushing them with a wire Rug Brush or pet brush.

However, in the event of more intense cleaning all our Sheepskin Rugs can be washed on a wool wash cycle on a low temperature in a washing machine, preferably no hotter than 30 degrees, using a cap full of our Lanolin Wool Wash. We also suggest that by adding a teaspoon of glycerine to the water this may help to keep the back of the Sheepskin rug supple.

DO NOT use biological washing powders, soap based powders, soap flakes or conditioners or any detergent containing enzymes.

Always dry naturally, away from any direct heat including direct sunlight, preferably in a shaded room with no heating or outside on a cloudy day.

The rug will take a couple of days to completely dry. It is always advisable to brush the wool of the rug whilst wet with a wire Rug Brush or pet brush to allow the air to circulate through the fibres of the wool.

DO NOT tumble dry, DO NOT dry on a radiator, DO NOT use bleech, DO NOT wash in hot water.

Remember to put saddle soap or leather conditioner onto the sheepskin itself from time to time to keep the skin subtle.

We're open 5 days a week 10am-2pm.  

We are a working farm, however there are many public footpaths that you are more than welcome to explore after visiting the Romney Marsh Wools shop. If you’re ever uncertain where to go, please speak to a member of our team in the office. If you’re part of a group, please see below for more details.

PLEASE NOTE: Romney Marsh Wools is a working farm, with public footpaths alongside fields of sheep. You might see farm vehicles along the pathways and our farm team amongst the sheep. You’re welcome to open gates to walk further along the paths (but not in the fields!), and PLEASE respect your environment and take your litter home.  Any dogs should always remain on a lead please.

Yes, parking is FREE for Romney Marsh Wools Shop customers. Please let us know if your group plans to travel via mini-bus as access to the farm is over a bridge.

Yes! If you’re interested in purchasing a sheep (or several!) and would like to know more, please contact Paul on 07802 879636.

YES… now you can!

We are so very fortunate to live and work on this ‘Area of Outstanding Natural Beauty’ known as the Romney Marsh, with its diversity of habitats, extensive coastline and rich history. Today we farm across just over 3,000 acres across the Romney Marsh growing crops as well as keeping a small suckler herd of cattle and keep circa 1,000 indigenous Romney ewes, also known as ‘Kentish Sheep’ who graze on our clover rich pastures.

In late 2018 we launched two traditional Shepherds Huts as Holiday Accommodation.

Each of our Shepherds Huts have been bespoke built by our local Craftsman Julian from Elham Valley Shepherds Huts using original 1900’s plans. We have tried to think of everything and therefore for your ultimate convenience we have equipped each Shepherds Hut with a kitchen that includes an electric 2 ring hob and a great grill over the fire-pit (for toasting your marshmallows) There are complimentary locally produced tea, coffee and milk on arrival. We have also included our very own Romney Marsh Wools travel lanolin toiletries as well as our Romney snuggles made with our very own sheep fleeces to keep you warm on those cooler evenings. The Romney Marsh has many seasons and is renowned for the glorious ‘desert like’ warm summers as well as the mysterious ‘Marsh Mist’. We wish for every guest to have the most enjoyable and memorable experience so here is a little list of essentials that we have compiled to make it the ‘perfect farm staycation’:

Bring ALL weather clothes – for the cooler evening around the fire pit

Wellies – our field can get muddy!

Trainers or Walking Boots for all you explorers

Waterproof jacket – simple a must

Phone/Camera to capture those special moments

For further information please visit www.romneymarshshepherdshuts.co.uk

Yes! If you’re a craftsperson and would like to share your skills and knowledge with our customers, we’d like to hear from you. Please contact admin@romneymarshwools.co.uk

If you are a self-motivated, enthusiastic individual who likes to meet with people to sell our range and promote our wool at fairs on a day rate, then please contact Kristina Boulden on 07802 879636 for further details.

We do not process yarn for individuals or accept fleeces from other farms.

If you have a minimum of 6 fleeces then we would recommend that you contact The Natural Fibre Company email to enquiries@thenaturalfibre.co.uk or call 01566 777635

Yes. Romney Marsh Wools (part of our range) are available in shops and online stores across the globe. Please click HERE for an up-to-date list of Romney Marsh Wools stockists. If you’re interested in becoming a Romney Marsh Wools stockist, please click HERE.

If you have any questions before, during or after your online Romney Marsh Wools order please contact admin@romneymarshwools.co.uk  or on 01233 721800. Our team are available from Monday to Friday 10am-2pm. If you have an out-of-hours query, please leave a message, or send us an email, and a member of the team will come back to you ASAP.

COMPANY NAME AND ADDRESS:

Romney Marsh Wools, Rushfield, Giggers Green Road, Aldington, Kent, TN25 7BT

Romney Marsh Wools Ltd. Registered in UK No: 09462569  VAT No: 150 5709 25

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