Frequently Asked Questions

Find an answer to our most commonly asked questions.

Ordering

  • How do I place an order?

    Browse our website. When you find a product you would like to purchase click the purple ‘Buy Now’ button. Repeat the process for all the products you would like. When ready to purchase click the ‘My Bag’ button and then ‘Pay Securely Now’.

  • Does the image on your site accurately represent what I will be sent?

    We have spent a great deal of time ensuring the images on our site accurately portray the product you receive. However, in some cases the visual representation may be approximate so we do ask you refer to the sizing as listed in every product description.

  • How do I cancel an order?

    If you wish to cancel your order you must inform us within 14 working days. If the item has been dispatched please refer to our returns policy.

Payment

  • What payment options do you accept?

    We accept all major credit and debit cards. This includes Mastercard, Visa/Visa Electron and Solo. As an alternative method we also accept PayPal. If you are are on an Apple device you may also be presented with the opportunity to use Apple Pay.

  • How do I know I am making a secure payment?

    When placing your order on our website the information you provide is encrypted via a secure connection. When providing your information always ensure the browser address begins with ‘https://’ this indicates you are using a secure, encrypted connection.

Delivery

  • How will my order be packaged?

    Cards are packaged securely and safely in packaging that has been designed by our in-house team to prevent damages. Canvas, mounted and framed prints are covered and securely placed inside our special reinforced picture boxes. Prints are rolled before being placed in tubes.

  • When will my order arrive?

    Delivery times can vary dependent upon product. You can estimate the arrival date of your order by referring to our delivery page for detailed processing and delivery information. Alternatively, contact us and speak to our customer service team for further advice.

  • How do I track my order?

    You can track the status of any order you have placed by signing in to the My Account section on our website. Wherever possible, when we dispatch your order you will be emailed with a tracking id.

  • How much will delivery cost?

    Our delivery fees vary based upon the type and quantity of product ordered. Please see our delivery page for rates.

  • Can you deliver internationally?

    Yes. However, due to the risk of damage any item that includes glass can only be shipped within the UK. There are also a small handful of countries we are unable to ship too. Please view our delivery page for more details.

  • When will my order arrive?

    Delivery times can vary dependent upon product. You can estimate the arrival date of your order by referring to our delivery page for detailed processing and delivery information. Alternatively, contact us and speak to our customer service team for further advice.

  • Can we deliver to a PO box?

    Unfortunately we cannot ship to PO and BFPO boxes due to item size restrictions.

Returns

  • What is your returns policy?

    We are committed to ensuring that you are satisfied with your item(s). If for any reason you wish to return your order please view our returns page.

Gifting

  • Where can I use my gift card or gift voucher?

    Gift cards purchased in-store can be used in our shops or when placing an order by telephone. Gift vouchers purchased online can only be used at thewhistlefish.com but not in our shops.

  • Can I have my order gift-wrapped?

    Unfortunately at this time we are unable to offer a gift wrap service.

Newsletter

  • How do I sign-up to your newsletter?

    Gift cards purchased in-store can be used in our shops or when placing an order by telephone. Gift vouchers purchased online can only be used at thewhistlefish.com but not in our shops.

  • How do I unsubscribe from your newsletter?

    You can click the 'unsubscribe' link in the footer of every email we send. Alternatively, click 'unsubscribe' in the 'My Account' area.