General Info

What we do with your information

When you purchase something from our website, as part of the buying and selling process, we collect personal information from you, such as your name, address and email address. 


When you provide us with personal information to complete your transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to us collecting your information and for us to use it.


If we ask for your personal information for a secondary reason, like when you sign up to our newsletter, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no. 


How do I withdraw my consent?

If after you opt-in, you decide to opt-out for the continued collection, use or disclosure of your information, at anytime, you can opt-out by contacting us at or by unsubscribing in the case of email marketing



Our store is hosted with Shopify. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopifys data storage, databases and their application. They utilise a combination of software and devices to protect their network from would be intruders



To protect your personal information, we take all reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.


Emails to us are deleted either on conclusion of a discussion or within a period of 6 months.



We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service. WE WILL NEVER SELL your information. 


Third-party providers

We need to share your information with third-party providers so that we can provide a service to you, they will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.  


Third party providers include: 

PayPal, STRIPE & Apple Pay.

Delivery companies such as Royal Mail, Parcel2Go, UPS, DHL, DPD.

Shopify for the purposes of our Ecommence platform and email marketing

Design Partners such as Lex in Stitches

Our Virtual Assistant - who works for us full time via our parent company Nuvoteq. Our Virtual assistant only helps with emails. On Instagram or Facebook you are taking to Lisa our owner and Maker 

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by our Privacy Policy



When you click on links in our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and suggest you read their privacy statements.


Age of consent

By using this site, you represent that you are at least the age of majority in your country, or that you are the age of majority in your country and you have given us your consent to allow any of your minor dependents to use this site



We reserve the right to modify our policies at any time, so please review them frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.


If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.


If you have any questions about our privacy policy, your rights under the privacy policy  or anything else please do reach out to us 


We aim to reply to all messages within 48 hours - during our opening times (we are addicted to technology nearly as much as Yarn so we are often much quicker) Please only send one message in this time frame, as an independent Dyer repeated messages can cause a bit of a backlog. If we haven’t replied within this timeframe, please check you have entered your details correctly.


If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, tell us what we are doing well or what you would like to see contact or use our contact form below, if you prefer to contact us via mail then you can pop a letter in the post to 


Made by Penguins,


6 Elmwood Chineham Park



RG24 8WG

United Kingdom


This address is not where the wool magic happens, it is our address for notices so if you think of popping in to see us you would sadly be very disappointed


Thank you for your interest in MadebyPenguins we hope you enjoy your yarns as much as we love making them for you


We are an exclusively online business so we are not currently able to take phone calls, if you need to talk to us then please do drop us an email and we will arrange a convenient time to talk to you.


Orders, Giveaways/Free Gifts/GrabBags



All orders are subject to acceptance and availability. If the goods ordered are not available, you will be notified by e-mail (or by other means if no e-mail address has been provided) and you will have the option either to wait until the item is available from stock or to cancel your order. We do have provisions in place for this not to happen, but mistakes may occur.


Any orders placed by you will be treated as an offer to purchase the goods or services from us and we have the right to reject such offers at any time. You acknowledge that any automated acknowledgment of your order which you may receive from us shall not amount to our acceptance of your offer to purchase goods or services advertised on the Website. The conclusion of a contract between you and us will take place when our third party providers (STRIPE/PayPal) (i) debit your credit, debit card or PayPal account or (ii) dispatch the goods to you or commence the services, whichever is the later.



You will assume the risk for the products once they have been delivered to the delivery address which you specified when ordering the products. We accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified.



Gift/GrabBags With Products & Promotions


Where we are offering a free gift with a product, or order value, we shall only provide one free gift per transaction (irrespective of how many products are purchased). The free gift is subject to availability and we reserve the right to change the free gift for an alternative gift. This includes items within our GrabBags.



If you return your order items you must also return your free gift, in its original packaging, as per our returns policy.


In order for us to facilitate the provision of a free gift, it may be necessary for us to include the free gift on our site at a nominal value. For the avoidance of doubt, you are not entitled to 'purchase' the free gift without purchasing the product it is provided free with and any attempt to 'purchase' the free gift will be cancelled (notwithstanding any automated communication you may receive acknowledging your order). In the unlikely event that the free gift is despatched to you, you shall be obliged to return the free gift upon written request.


Free Gifts are only available when purchasing full priced items, gift boxes are not classed as full priced items so are excluded. These free gifts are not available in conjunction with any other offers, such as special event promotions (advent calanders / Easter boxes/gift boxes) special guest yarns, discounted yarns or sales yarns.


This policy was last updated on 1st January 2021