Refund policy

 

RETURNS & EXCHANGES

We want you to be happy with everything you purchase from us. If you are not happy you can return most items within thirty days of receipt as long as it is unused and in its original packaging.

We will be happy for you to exchange the item for a full refund. We are unable to refund any return postage charges and an exchange will incur an extra delivery charge.

You have the right to cancel your order within thirty days. This period starts when you receive the item from us. Please notify us within thirty days that you wish to cancel your order and the item you intend to return.

Unfortunately, any bespoke or made-to-order item and all items bought in store are excluded from the above policy. If you purchased your item in store please see our guidance below.

 

ONLINE RETURNS

  • How do I return something?

    You can send your return to us by post or courier depending upon the size of the item(s) being returned.

    It would help if you provided a reason for the unsuitability of the item(s) as this would help us to develop our products and service. Always include a daytime contact number and email in case we need to contact you about the return.

    Please make sure your items are securely wrapped and they must be placed within the original box in which they were sent in. Parcels are returned at your own cost and we recommend you obtain a certificate of postage as items lost in transit will not be treated as returned. We cannot be held responsible for any damage to the item(s) in transit and item(s) must arrive in the condition in which they were received.

  • What if the item is faulty or damaged?

    Once your item has arrived, please inspect the condition of your picture before unwrapping it. If, in the unlikely event that your item arrives damaged, you must leave the item in its cellophane wrapping and report the damage within 24 hours. Once this wrapping has been removed we are no longer able to accept responsibility and will not be able to offer you a replacement. If you think there is a fault, however small, please do contact us before opening your item.

    We kindly ask that you provide clear photographs of the damaged product when reporting the issue. Unfortunately, without relevant images showing the damage, we will be unable to process a replacement or refund. This ensures we can assess the situation accurately and resolve it as quickly as possible.

  • How do I arrange an exchange?

    Please state if you wish to receive an exchange on your returns form. If you wish to choose a different item(s) and it costs less than the item(s) returned we will refund you the difference. If it costs more than the item(s) returned we will require an additional payment. Please provide your daytime contact number and email address on the returns form so we can contact you about your return if needed.

  • Can I return an item to store?

    At this time we are unable to process online returns in our stores. They must be returned to our Head Office based customer service team.

  • How long will it take to deal with my return?

    Once our returns team have received your parcel it may take up to five working days to process. Returns are dealt with in the order in which they are received. When we have received the accompanying Returns & Exchange form or letter you will be notified by email or phone when any action is taken.

    If a new item(s) is being sent to you please allow up to an additional two working days for our courier to deliver your new item(s) to you. Any refunds may take a couple of working days to appear on your card or account.

  • What is your returns address?

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

  • What if I've lost my returns form?

    Please contact us and we'll send you a replacement. 

International Returns

  • How do I return something from outside the UK?

International customers can return items within 28 days of receipt, provided the items are unused and in their original packaging.

All returns must be sent to the address above, and customers are responsible for covering return shipping costs, including any customs duties or taxes incurred during the return process.

IN-STORE RETURNS

  • How do I return something?

We are unable to offer refunds in store. However, we are happy to offer you an exchange or credit note within 28 days of purchase as long as the returned item is in its original packaging, in pristine condition and accompanied with a valid receipt.

If you choose to exchange your item and the new item is of greater value we will require an additional payment for the difference. If the new item is of less value then a credit note will be issued for the difference. Credit notes are always issued in the form of a gift card.

Please note that sale items are 'sold-as-seen' and cannot be returned under any circumstance. This information is published in store.