Refund policy
We want you to be delighted with your purchase. If for any reason you’re not, you can return most items within thirty days of receipt, provided they are unused and in their original packaging.
We’re happy to offer a full refund, but return postage charges are non-refundable.
You also have the right to cancel your order within thirty days of receiving it. Please let us know within this period if you wish to cancel and return your item.
Bespoke or made-to-order items, and all in-store purchases, are excluded from this policy. For in-store purchases, see below.
ONLINE RETURNS
How do I start a return?
Please contact our Customer Services team to arrange a return. Once authorised, items can be sent back by post or courier, depending on size.
It helps if you provide a reason for your return, as this supports us in improving our products and service. Include your daytime contact number and email in case we need to reach you.
Make sure items are securely wrapped and placed in the original box. Returns are at your own cost, and proof of postage is recommended. Items must arrive in the condition they were received.
What if the item is faulty or damaged?
Please check your picture before removing its protective wrapping. If it arrives damaged, keep it sealed and contact us within 24 hours. Once the wrapping is removed, we cannot accept responsibility or offer a refund.
If you believe there is a fault, please contact us before opening your item. We’ll ask for clear photos so we can resolve the issue quickly. Without images, we cannot process a refund.
For hygiene reasons, opened or used soaps cannot be returned unless faulty.
Can I return an item to store?
Unfortunately, online returns cannot be processed in our shops. They must be returned to our Customer Services team at Head Office.
How long will it take to deal with my return?
Once authorised by Customer Services and received by our team, returns may take up to five working days to process. We’ll confirm by email or phone once complete.
Refunds usually appear on your card or account within a couple of working days.
What is your returns address?
Online Returns
Whistlefish
Milkwood House
Jon Davey Drive
Redruth
Cornwall
TR16 4AX
You can contact our Customer Services Team by clicking this link.
INTERNATIONAL RETURNS
International customers have 28 days from receipt to return unused items in their original packaging.
All returns must be authorised by Customer Services before posting. Customers are responsible for postage, customs duties, and any taxes.
You can contact our Customer Services Team by clicking this link.
IN-STORE RETURNS
Refunds are not available in store. Instead, we’ll happily offer a credit note within 28 days of purchase if the item is unused, in original packaging, and you have a receipt.
There’s no need to contact Customer Services — in-store returns are handled directly with the shop team.
Credit notes are issued as gift cards.
Sale items are ‘sold-as-seen’ and cannot be returned. This is published in store.
You can contact our Customer Services Team by clicking this link.
