New
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.
For most eligible online purchases, you also have a statutory right to cancel from the point you place your order until 14 days after the day you receive your goods.
Certain bespoke, personalised or made-to-order items are excluded from the statutory right to cancel unless they are faulty, damaged or not as described. For in-store purchases, please see our separate in-store returns policy 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. The clear protective wrapping allows you to inspect the picture before opening it and helps us confirm that any damage occurred before the item was unpacked, handled or hung.
Once the wrapping is removed, we may need further information to establish how the damage occurred.
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 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.
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.
Imperfect and damaged items
From time to time, our shops may offer imperfect or damaged products at a substantial reduction. Any known fault or damage will be made clear before purchase, and these items are sold on the understanding that the customer has accepted that specific imperfection.
We cannot accept a return on the basis of a fault or damage that was clearly identified before purchase. This does not affect your statutory rights if the item has a different fault that was not disclosed at the time of purchase.
You can contact our Customer Services Team by clicking this link.
