Frequently Asked Questions

Standard UK delivery is free when you spend £25 or more on qualifying cards, wrapping paper and gifts, after all promotions and discount codes have been applied.

Stamps, donations and Gift Vouchers do not count towards the qualifying spend. Artwork does not have a free delivery tier.

It depends on where you are. Cards, gifts and wrapping paper sent by Royal Mail can take up to 5 working days to dispatch.

Framed prints, canvases and picture frames sent by Parcelforce can take up to 10 working days to dispatch.

Yes. Express Delivery costs £4.95 and is available on eligible orders placed before 1pm, Monday to Friday. Orders are sent using Royal Mail Tracked 24, which aims to deliver on the next working day.

International delivery is temporarily paused while we review recent customs, returns and delivery requirements. UK delivery is not affected. We hope to reopen international delivery once the updated process has been fully checked.

Most orders are delivered by Royal Mail. Larger framed artwork, canvases and selected oversized items are sent separately with Parcelforce.

Our Luxury Cards require a Large Letter stamp if you're posting them within the UK.

Tracking details will be emailed to you when your order is dispatched.

Cards, gifts and wrapping paper sent with Royal Mail will receive delivery updates directly from Royal Mail. Framed prints and canvases sent with Parcelforce can be tracked using the details in your dispatch email.

If an incorrect or incomplete address is entered when placing an order, the parcel is likely to be returned to us.

Once it has been returned, you can choose to receive a refund or have the order sent again. If you choose to have it resent, a second postage charge will need to be paid before the order can be reprocessed and dispatched.

For most eligible online purchases, you can cancel your order from the point it is placed until 14 days after the day you receive your goods.

You must contact us to tell us that you wish to cancel.

If your order has not yet entered fulfilment, we will do our best to stop it before dispatch. We cannot guarantee that an order can be stopped once it has been picked or dispatched.

Once you have told us that you wish to cancel, eligible goods must be returned without undue delay and no later than 14 days after the day you informed us of your cancellation.

Yes. Greetings Cards and Christmas Cards can have a personal message added and be sent directly to the recipient, where the option is shown on the product page.

Luxury Cards are currently excluded.

Yes. A member of the Whistlefish team writes your message by hand before the card is sent directly to the recipient.

Most unused items can be returned within 30 days of receipt, provided they are unused and in their original packaging.

Please contact our Customer Services team to arrange the return before sending anything back.

Returns must first be authorised by Customer Services.

Once authorised, items can be returned by post or courier depending on their size.

Items should be securely wrapped and placed in their original box. Returns are at your own cost and proof of postage is recommended.

No. Online returns cannot be processed in our shops.

They must be returned to our Customer Services team at Head Office.

Online Returns
Whistlefish
Milkwood House
Jon Davey Drive
Redruth
Cornwall
TR16 4AX

Please check your picture through its clear protective wrapping before removing it.

If it arrives damaged, keep the wrapping sealed and contact us within 24 hours. The clear wrapping allows you to inspect the picture before opening it and helps us establish whether damage occurred before the item was unpacked, handled or hung.

If the wrapping has already been removed, we may need further information to establish how the damage occurred.

Please contact us before opening the item.

We will ask for clear photographs so that we can assess the issue and resolve it as quickly as possible. Without photographs, we cannot process a refund.

Once an authorised return has been received by our team, it may take up to 5 working days to process.

We will confirm by email or telephone once it has been completed.

Refunds usually appear on your card or account within a couple of working days.

Refunds are not available in store.

Unused items in their original packaging can be returned with a receipt within 28 days of purchase for a credit note.

Credit notes are issued as Whistlefish Gift Cards.

In-store returns are handled directly by the shop team.

Our shops may offer imperfect or damaged products at a substantial reduction.

Any known fault or damage will be made clear before purchase. An item cannot be returned on the basis of the same fault or damage that was identified before it was purchased.

To help keep selected products available to as many customers as possible, the following limits apply per order:

• Gift Tins and Christmas Gift Tins: maximum 2
• Card Frames: maximum 4
• Small Jute Bags: maximum 6
• Large Jute Bags: maximum 2
  

Gift Tins, Christmas Gift Tins and Card Frames also have a combined limit of 4 items per order.

For example:

• 2 Gift Tins + 2 Card Frames = 4 items
  
• 1 Gift Tin + 3 Card Frames = 4 items
  
• 4 Card Frames = 4 items

Individual product limits still apply within the combined limit.

If you’re a business looking to order cards, wraps or gifts in larger quantities, please visit our Trade Website. To create an account, contact the trade team; they will be happy to assist.

You can unsubscribe at any time using the unsubscribe link included in our marketing emails or by contacting us.

You may still receive communications needed to manage orders or other services you have requested.

You can accept or reject non-essential cookies and change your choices at any time using the cookie settings on the footer of our website.

You can also manage or delete cookies through your browser settings.

Yes. You can request a personal data report through our GDPR Compliance page.

You can ask us to delete your personal information in certain circumstances through our GDPR Compliance page.

This right is not absolute, and we may need to retain some information where we have a legal obligation or another lawful reason to do so.

Certain items will not be counted towards your basket total when qualifying for a promotion. These are:

• Gift Cards
• Tree Donations
• Stamps

If these are in your basket, they won’t contribute to the spend threshold needed to trigger the offer, but other eligible products in your basket will still count.