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Terms and Conditions

Terms and Conditions


Postage to the UK is based on weight and size of your parcel and we normally dispatch orders Wednesday and Saturday. Please allow 2-3 working days for your delivery.  ‘Out of stock’ items are indicated online but if we are subsequently unable to fulfil your order, we will let you know immediately with an expected due date. You will then have the option to change or cancel your order.

For international postage, select the destination country in the shopping basket to calculate the cost of postage. For International Orders, delivery typically takes 2-4 weeks once the order has shipped. These ship times are only estimates and not guaranteed. Tracking information is not currently available for International Shipping.

It can be hard to always be exact in shipping estimates. Rarely, but occasionally, our rates may be significantly off, which may result in a refund to you, or a request for additional funds from us. Our shipping charges include a small amount to cover time and packing materials.

Please note that the hand made woolly sheep are made to order, so can take up to 2-4 weeks to be dispatched. Please contact us for a more accurate date.

Price and Payment

The total purchase price, including delivery charges, if any, will be displayed in the shopping cart prior to confirming the order. Payment must be made in full before dispatch of the Goods.



Please note that by booking one of our courses you are agreeing to our Terms & Conditions which are as follows:

Once you have booked one of Mary’s Workshops, it is not possible to cancel or swap to a future date at short notice as the space will go unfilled. However you are welcome to give your place to someone else and they can reimburse you personally just please make sure we know their name before the start of the workshop. If you wish to cancel more than 28 days in advance then we will offer a full refund.

Refund / Cancelation Policy

Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order for a full refund including the delivery cost for any item purchased from Mary Kilvert within 7 days of delivery. Wallpaper, needle felted animals, wooden sheep stools and rocking sheep are all non-returnable due to being custom made to order.

If you wish to return an item, please send an email to

Returned merchandise must be in the condition sold with original packaging and any tags intact. Goods must be unused, unopened, in perfect condition and remain in a re-saleable condition. We cannot accept liability for goods lost or damaged in transit therefore we would recommend that you obtain a free ‘Certificate of Posting’ from the Post Office or choose to send the goods by Recorded Delivery. Delivery charges will apply to exchanges unless the goods are deemed faulty.

If the product is damaged or faulty, we will arrange for a replacement item to be sent to you. Any damages or defective items must be alerted to us within 7 days of the arrival of your package. Please inspect your purchases immediately upon receipt and contact us via email: In the event of damage caused by shipping, the delivery company may require an inspection, so please retain all packing materials.

Our return address is:

Mary Kilvert Shop and Studio
15 Catherine Hill
BA11 1BZ

Refunds will be processed within 28 days of receiving the goods back from you and made by your original payment method. This returns policy does not affect your statutory rights.

Privacy Notice


When you order products over the phone or in our shop, we collect your name, billing address, delivery contact and address if different, phone number, transaction and credit card information and phone number in order to process your order and offering you the best service we can. Once payment is made your credit card information is destroyed securely. We make sure that we comply with the latest PCI DSS (Payment Card Industry – Data Security Standard). We will keep this data for a minimum of 6 years for our accounts administration and financial records.

When you agree to enter our mailing list over the phone, in our shop or online for our newsletters and special offers, we collect your name and email.

When you visit our website, we collect your IP address in order to analyse the traffic and improve our products and services. For more details, please see our cookies policy below.

When you register on our website, we collect your name, email and IP address in order to create an account with us. Our website will send you an automated notification email about your new contact submission. This email is not sent via encrypted channels. This registration will be for your own purposes and can be removed whenever you wish to, only if no orders were made, by calling us on 01373 301 724 or emailing us at for your account to be deleted from our records.

When you order products using your account on online, we collect your name, billing address, delivery contact and address if different, phone number, transaction and credit card information, phone number and IP address during the checkout process in order to process your order and offering you the best service we can. Our website will send you automated emails. These emails are not sent via encrypted channels. We do not store your card payment information.


We’ve updated our website so that you can decide if you want to accept cookies from us or not. Our website relies on some cookies because without them, important parts of the website will not work. We will however always honour your preference and only read or write to cookies based on the settings you choose. Cookies are safe and they don’t harm your computer. They do not contain any confidential details such as your email address or payment details.

The cookies we use help us to enhance your shopping experience. Enabling cookies enhances your visit to our website, lets us check everything is working properly, and enables us to give you a more personalised web experience, such as helping us to show you products and offers we believe will interest you. They are 100% safe and secure and we recommend they are switched on.

To remember your chosen settings, a cookie will be stored in your current browser. If you delete all cookies from your browser, you will have to update these settings again. If you use a different device, different account on your PC or a different browser, you will need to set your preference for them too. The settings you have chosen today will only apply to device and browser you are using now.