Frequently Asked Questions

WHERE DOES YOUR WOOL COME FROM?

Romney Marsh Wools was born from our family farm here on Romney Marsh in Kent and our desire to make better use of British wool and celebrate this wonderful natural fibre.

We farm Romney sheep alongside our Merino flock, and wool from our sheep is used across our range where appropriate.

DO YOU USE WOOL FROM YOUR OWN SHEEP?

Yes. Wool from our own flock is used within our Romney Marsh Wools range.

We have developed the business around adding value to wool and creating useful, beautiful products from this natural and renewable fibre.

Not every product is made exclusively from wool from our own flock, so where the specific provenance or fibre composition is important, please check the individual product description or contact us and we'll be happy to help.

IS ALL YOUR WOOL BRITISH?

British wool is at the heart of Romney Marsh Wools and is used throughout our collection.

ARE YOUR PRODUCTS MADE IN THE UK?

We are proud to work with a number of skilled UK manufacturers, mills, craftspeople and small businesses to produce our Romney Marsh Wools collection.

WHY CAN NATURAL WOOL PRODUCTS VARY SLIGHTLY?

Wool, sheepskin and suede are natural materials, so some variation in colour, texture, markings, weight and appearance is completely normal.

Handmade products can also have small variations between individual pieces. We believe these natural differences are part of their character and make each product a little bit unique.

We take care to ensure that the products we send meet our quality standards. If you are concerned about an item you have received, please contact us and we'll be happy to help.

You should receive an order confirmation by email after successfully placing your order.

If you haven’t received it, please check your junk, spam or promotions folders. If you find our email there, it can help to add our email address to your contacts or safe senders list.

If you still can’t find your order confirmation, please contact us at info@romneymarshwools.co.uk or call 01233 721800 and we’ll be happy to help.

We do our best to keep our website stock information accurate, but occasionally an item may become unavailable after an order has been placed, particularly during busy periods or special promotions.

If this happens, we will contact you as soon as possible and offer an appropriate alternative, where available, or arrange a refund for the unavailable item.

Many of our products are made in small batches or depend on seasonal production, so occasionally an item may be temporarily unavailable.

Where we know when a product is expected back in stock, we will provide an update on the relevant product page where possible.

If you are waiting for a particular item, please contact us at info@romneymarshwools.co.uk and our team will be happy to give you the latest information we have.

Delivery charges vary depending on the size, weight and destination of your order.

Simply add your chosen items to your basket and enter your delivery address. The available delivery options and applicable charges will be displayed before you complete your purchase.

Please see our Delivery Information page for full details.

We aim to dispatch orders within three working days.

Delivery will typically take 1–3 working days following dispatch, depending on the delivery service selected and your address. We recommend allowing up to 7 working days for your order to arrive.

Some products are made to order and may have a longer lead time. Where this applies, we will provide additional information on the relevant product page or contact you if necessary.

If your order is urgent, please contact us before ordering on 01233 721800 or at info@romneymarshwools.co.uk and we’ll be happy to advise on the available options.

If you need an order urgently, please contact us on 01233 721800 or info@romneymarshwools.co.uk before placing your order.

We will be happy to advise whether an expedited delivery service is available for your order and destination.

We offer international delivery to many destinations worldwide.

Enter your delivery address during checkout to see the delivery services currently available to your destination and the applicable charges.

Please see our Delivery Information page for further information about international delivery, customs, duties and taxes.

Tracking availability depends on the delivery service used.

Where tracking is provided, you should receive the relevant tracking or delivery information once your order has been dispatched.

If you have a question about the progress of your order, please contact us at info@romneymarshwools.co.uk quoting your order number.

Yes. Please contact us on 01233 721800 or at info@romneymarshwools.co.uk to arrange collection.

Collection is free and is available from:

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

Our normal office opening hours are Monday to Friday, 10am–2pm.

Please wait until we have confirmed that your order is ready before travelling to collect it.

N.B. Safe place can be arranged for collecting your parcel outside normal trading hours by prior arrangements.

Where practical, yes.

Please contact us at info@romneymarshwools.co.uk or on 01233 721800 before the show and let us know what you would like to order and which event you will be attending.

We will confirm whether collection at that particular show is possible.

Absolutely!

Simply enter the recipient’s address as the delivery address during checkout.

If you would like us to include a personal message, please leave the details in the Notes section when ordering.

If your gift is being sent to someone in your own household and you’d prefer the outside of the parcel not to give the surprise away, let us know in the Notes section and we’ll do our best to help!

Many of our products make lovely gifts, and selected products are also available as ready-made gift sets.

If you are sending an order directly to someone as a gift, you are welcome to leave a personal message in the Notes section at checkout and we will be happy to include this with your order.

Where gift wrapping or a gift box is available for a particular product, this will be shown on the relevant product page.

If you have a particular request, please contact us at info@romneymarshwools.co.uk and we will always do our best to help.

Browse our website or use the search function to find the products you’re looking for.

Add your chosen items to your basket and proceed through checkout, where you’ll be asked for the information required to process and deliver your order.

Please check your basket, delivery address and contact details carefully before completing your purchase.

Once your order has been successfully placed, you should receive an order confirmation by email.

We begin processing orders as quickly as possible, but there may still be time to amend or cancel your order before dispatch.

Please contact us as soon as possible on 01233 721800 or at info@romneymarshwools.co.uk , quoting your order number.

If your order has already been dispatched, you may still have the right to cancel and return eligible items.

Please see our Refunds, Cancellations and Returns page for full details.

The payment methods currently available to you will be displayed during checkout.

Our website accepts card payments through Lloyds Cardnet and payments through PayPal. Available card and digital wallet options may include Visa, Mastercard, American Express, Apple Pay and Google Pay, where supported.

Eligible trade account customers may also have the option to place an order using a Purchase Order, in which case an invoice will be raised against their account.

We use recognised payment providers to process online payments securely.

Romney Marsh Wools does not need to receive or store your complete payment card details in order to process an online payment.

We also take the protection of your personal information seriously. Please see our Privacy Policy for further information about how we collect, use and protect personal information.

Card payments are subject to authorisation by your card issuer or payment provider.

If your payment isn’t being accepted, please check that the information you have entered is correct, particularly your billing address and payment details.

If you’re still having difficulties, please contact us on 01233 721800 or at info@romneymarshwools.co.uk .

Prices displayed on our UK website include VAT where applicable.

For international orders, the tax, customs and import treatment may vary depending on the destination.

Please see our Delivery Information page for further information about international orders, customs, duties and taxes.

Yes. Romney Marsh Wools gift vouchers are available to purchase online.

Gift vouchers are valid for 12 months from the date of purchase and cannot be exchanged for cash.

Please check the individual gift voucher information for the applicable terms before purchasing.

Enter your valid voucher or promotional code in the appropriate box during the basket or checkout process.

The applicable discount or voucher value should then be reflected in your order total before you complete your purchase.

Please check that the code has been entered correctly and that it is still valid.

Some promotional codes may have specific conditions or exclusions.

If you’re still having problems, please contact us at info@romneymarshwools.co.uk and we’ll be happy to help.

We carefully pick and pack every order here at Romney Marsh Wools, but if something isn’t right, we’re sorry.

Please contact us as soon as possible if an item is missing, incorrect, damaged, faulty or not as described.

Email info@romneymarshwools.co.uk or telephone 01233 721800, quoting your order number, and we’ll do our best to put things right promptly.

This does not affect your statutory rights.

We hope you’re delighted with your purchase, but if you need to return or exchange an item, please contact us and we’ll be happy to help.

Online customers normally have a legal right to change their mind and cancel eligible purchases within 14 days of receiving them. We also offer a 28-day returns policy, subject to the conditions set out in our policy.

Different rights apply where an item is faulty, damaged or not as described.

Please see our Refunds, Cancellations and Returns page for full details.

Our digital knitting patterns are supplied in PDF format.

Where immediate digital delivery is available, your download information will be provided electronically following successful completion of your order.

If you cannot locate the email, please check your junk, spam or promotions folders.

If you experience any problems accessing your pattern, please contact info@romneymarshwools.co.uk or call 01233 721800.

As a general guide, approximately 2kg of Project Wool will cover an area approximately:

120cm long × 120cm wide × approximately 6cm deep.

The exact amount required will depend on how densely the wool is applied and the area you wish to cover.

Occasional knots or joins can occur as part of the yarn manufacturing process and do not necessarily mean that the yarn is faulty.

Natural fibres can sometimes contain joins during spinning and production.

However, if you find an excessive number of knots or joins in a ball of yarn, please contact us at info@romneymarshwools.co.uk or on 01233 721800 and we’ll be happy to help.

As wool is a natural fibre, its moisture content can vary according to atmospheric conditions and humidity. This can result in small variations in the measured weight of a ball of yarn.

If you believe the weight is significantly different from that stated on the label, please contact us and we’ll be happy to investigate.

We generally recommend gently hand-washing hand-knitted or crocheted items made from our wool yarns using a suitable specialist wool wash.

Dry items flat and naturally, away from direct heat.

Always follow any specific care instructions supplied with the yarn or finished product.

Yes, but our sheepskin and wool-lined moccasin slippers should be cleaned gently to protect the natural wool and suede.

For everyday marks and general cleaning, we recommend spot cleaning or gentle hand cleaning using cool water and a specialist wool or sheepskin wash.

Before cleaning, gently brush away any loose dirt from the suede using a soft suede brush.

Use a clean cloth or soft sponge with cool water and a small amount of specialist wool or sheepskin wash. Gently clean the affected area, taking care not to scrub, twist or wring the slippers.

For the wool lining, use the same cool-water solution and gently work it through the fleece where required.

Remove any excess moisture by gently pressing with a clean, dry towel.
 
DRYING YOUR MOCCASINS
Reshape the slippers while they are damp and allow them to dry naturally in a well-ventilated area.

Do not dry them on or near a radiator, use a hairdryer or tumble dryer, or place them in strong direct sunlight. Excessive heat can cause natural sheepskin and suede to shrink, stiffen or become damaged.

Once completely dry, the suede outer can be gently brushed with a suitable suede brush to restore the nap. The wool lining can also be gently fluffed by hand.

PLEASE AVOID:
- Machine washing
- Hot water
- Soaking for prolonged periods
- Biological detergents or ordinary washing powder
- Bleach
- Fabric conditioner
- Wringing or twisting
- Tumble drying
- Radiators, hairdryers or other direct heat

Generally, yes. Cleaning can reduce the effectiveness of a previously applied protector.

Always follow the instructions supplied with the particular suede protector you use and check that it is suitable for your moccasins before application.

Regular gentle brushing with a suitable sheepskin or wire rug brush can help keep the wool free from loose dirt and dust and maintain its appearance.

For more intensive cleaning, please follow the specific care instructions supplied with your sheepskin rug, as appropriate cleaning methods can depend on how the particular sheepskin has been processed and finished.

Avoid direct or excessive heat when drying sheepskin products.

If you’re unsure how to care for a Romney Marsh Wools sheepskin rug, please contact us before washing it and we’ll be happy to advise.

Wool is naturally breathable and regular airing can help keep your bedding fresh.

We recommend following the care instructions supplied with your particular Romney Marsh Wools bedding product, as washing and drying instructions may vary according to its construction, filling and outer fabric.

If you no longer have the care instructions for your product, please contact us at info@romneymarshwools.co.uk before washing and we’ll be happy to advise.

Our normal opening hours are:

Monday to Friday: 10am–2pm

If you are travelling a significant distance specifically to visit us, you’re very welcome to contact us beforehand

No appointment is normally necessary during our usual opening hours of Monday to Friday, 10am–2pm.

You're very welcome to come and browse our Romney Marsh Wools range and meet the team.

As we are based on a working family farm, if you are travelling a significant distance or are planning a group visit, we recommend contacting us beforehand on 

01233 721800 

or at info@romneymarshwools.co.uk .

CAN I BRING MY DOG?

Yes, well-behaved dogs are very welcome to visit Romney Marsh Wools with you.

We ask that all dogs are kept on a lead while on site and in our office/shop.

As this is a working family farm and we sometimes have our own dogs on site, please check with a member of our team before bringing your dog into the office/shop, so that we can make sure everyone is comfortable and safe.

When using the public footpaths around the farm, please keep dogs under close control and always on a lead around livestock.

Romney Marsh Wools is based on a working family farm and there are public footpaths in the surrounding area.

Please remain on designated public rights of way, follow any signs and instructions, and do not enter private fields or working areas unless specifically invited to do so.

Farm vehicles and machinery may be operating, so please take particular care.

Please keep dogs under close control and on a lead around livestock, and follow the Countryside Code at all times.

Free parking is available for customers visiting the Romney Marsh Wools shop.

If you are planning to visit as a group or arrive by minibus, please contact us beforehand so that we can advise on access and parking arrangements.

For enquiries about livestock availability, please contact us at info@romneymarshwools.co.uk or telephone the office on 01233 721800 and we’ll direct your enquiry to the appropriate person.

Yes!

Our Romney Marsh Shepherds Huts offer a unique opportunity to stay here on our working family farm on Romney Marsh.

For current information about the huts, facilities, availability and booking, please visit the Romney Marsh Shepherds Huts website.

We are always interested in hearing from craftspeople and makers who may be able to share relevant skills and knowledge with our customers.

Please contact us at info@romneymarshwools.co.uk with some information about yourself and the workshop you would like to offer.

Any current opportunities may vary throughout the year, particularly around our events and show calendar.

If you’re interested in working with Romney Marsh Wools, please email info@romneymarshwools.co.uk with some information about yourself and your experience.

No. We do not currently process individual customers’ fleeces or accept fleeces from other farms for processing.

For specialist fleece and fibre processing enquiries, we recommend contacting an appropriate UK fibre processor directly.

Yes. We supply selected Romney Marsh Wools products to independent retailers, visitor attractions and other businesses and are always happy to hear from potential new stockists.

Our wholesale range, minimum order quantities and trade terms vary by product.

If you are interested in becoming a Romney Marsh Wools stockist, please Apply for a Trade Account or contact us at info@romneymarshwools.co.uk with your business name, contact details, website or social media details where applicable, and a little information about your shop or business.
Our team will then be happy to discuss the products and trade options that may be suitable for you.

Yes. Selected Romney Marsh Wools products are available from a growing number of independent shops and other retailers.

Please see our Stockists page for the most up-to-date information.

If you’re a retailer interested in stocking Romney Marsh Wools products, we’d also be delighted to hear from you. Please contact info@romneymarshwools.co.uk .

If you have a question before, during or after placing an order, please contact:

Email: info@romneymarshwools.co.uk 
Telephone: 01233 721800

Our team is normally available Monday to Friday, 10am–2pm.

If you contact us outside these hours, please leave a message or send us an email and we’ll get back to you as soon as we can.

COMPANY DETAILS
Romney Marsh Wools Limited
Rushfield
Giggers Green Road
Aldington
Ashford
Kent
TN25 7BT

Registered in England and Wales
Company No. 09462569
VAT No. 150 5709 25