Terms and Conditions

1. About us

This website www.whistlefish-trade.com is owned and operated by:

Milkwood Publishing Ltd
Milkwood House
Jon Davey Drive
Treleigh Industrial Estate
TR16 4AX

VAT number 684 7558 77

Registered in England 4134140

Email: info@whistlefish.com

Tel: 01209 314908


2. Making a contract with us

2.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.

2.2 We will e-mail you to confirm that we accept your order and that a contract has been made between us.

2.3 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this and whether we will have to cancel your order. If your credit card has already been charged for the purchase we will promptly issue a credit to your chosen payment method for the amount of the incorrect price or the amount of the goods we can no longer supply.

2.4 Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website and will not include any of the pictured accessories unless stated in the specification of the goods. Whilst goods may be shown assembled they may require assembly by you.

2.5 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the actual goods.

2.6 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

2.7 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.



3. How to place an order

3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time. If you prefer to order by telephone you can do so by calling 01209 314908

3.2 Carriage charges will be shown prior to you placing your order.

3.3 Dependent upon your agreed credit terms you may be required to pay for the goods in full at the time of ordering. Credit and payment options will be shown during the ordering process.

3.4 Where required we use secure payment facilities. If required to do so, you can make an instant payment for your order by Visa, Mastercard, Delta/Connect or PayPal.

3.5 Promotional prices only apply during the period stated.

3.6 All prices quoted on our website are in UK pounds and exclude Value Added Tax at the current rate. Value Added Tax will be added to your order during the final stages of the ordering process.

3.7 Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.

3.8 Once your order is complete we will notify you of dispatch by emailing you.

3.9 If you have an approved credit account our terms are strictly 30 days. We reserve the right to charge interest over this date. Late payments are often sent to debt collecting agencies.

3.10 Credit facilities will be removed from late paying accounts.

3.11 Statements are sent monthly via post or email.

3.12 Goods remain the property of Whistlefish until payment has been received.

3.13 Orders of notelet tins where the customer chooses less than 36 or any one design will be subject to a surcharge of £5.00 on that order. 


4. Delivery & shipping

4.1 Goods in stock will normally be dispatched from our warehouse within 2 working days and any estimated dispatch date is an estimate, which can change without notice.

4.2 You are responsible for selecting a delivery method at checkout, the method will advise on the amount of time the delivery may take.

4.3 Your order may arrive in more than one delivery.

4.4 We can deliver our products anywhere in mainland Great Britain and the Republic of Ireland. Unfortunately, we can only send some products to Europe and the Rest of the World. These are listed on our delivery page.

4.5 We will deliver the goods to the premises you specify on your order. You must be at the premises to accept delivery of your order, which is normally between 9:00am and 5:00pm Monday-Friday. We will not accept responsibility for loss or damage if you instruct the delivery company to leave the goods unattended.

4.6 We recommend you keep all packaging materials if you wish to make a return but if you would like to dispose of the packaging materials this is your responsibility.

4.7 After two failed delivery attempts (or if you are not at your premises for an agreed delivery) the goods may be returned to our warehouse and we reserve the right to charge you an additional re-delivery charge.

4.8 If you require a change to the delivery address once the goods have been dispatched, we reserve the right to pass on any extra charges made by our carriers for redirecting or rearranging your delivery. If we are unable to make the delivery address change with the courier, this would be for reasons out of our control.

4.9 Please check the goods on delivery - any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within a reasonable time.

4.10 If the goods are lost or damaged in transit, please let us know promptly.

4.11 Deliveries are made on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should tell us about any special delivery requirements or conditions when you place your order.

4.12 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.

4.13 Time is not the essence of the contract unless expressly stated otherwise in writing by the company.

4.14 Delivery will be charged as listed on our delivery page.



5. Cancellation and returns

5.1 As a trade to trade supplier we are not bound by the Distance Selling Regulations to accept any unwanted goods for returns. If you feel an item you have ordered is not to be as described or not suitable for the purpose for which it was bought, please call us to discuss it and then confirm your request by email to trade@whistlefish.com.

5.2 Confirmation that you wish to return an item must be made by email within 3 days of receipt of your goods.

5.3 Incorrectly ordered or seasonal goods will not be accepted for return.

5.4 We do not credit postage or carriage charges paid on items returned to us, unless they are deemed by us to have been faulty or damaged when received by the person who ordered them.


6. Faulty goods

6.1 If there is a problem with the goods, please notify us by email or in writing providing details of the problem within three working days of delivery. We cannot accept responsibility beyond this date. It's helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.

6.2 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked. The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.


8. Substitutions

8.1 Where a product may be out of stock we reserver the right to supply a similar product. Where a customer specifically requests that we do not substitute and as a result the order falls below the delivery paid level the appropriate delivery charge will be added to the order.


8. Liability

8.1 The products sold on this website have been designed to comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the UK.


9. Discount codes

9.1 We reserve the right to end promotion periods and discounts (including discount codes) without any prior notice and may do so at any time.

📍12 Free Cards Offer

Orders placed with a total sales value of £150 or over between 17:00 on the 29th March 2019 and 23:59 on the 12th April 2019 will receive 12 free cards with their order.  The offer can only be used one time per customer account.  Whistlefish Trade reserves the right to amend or terminate this promotion at any point. 

📍Christmas 2019 Pre-Order Offer

All pre-orders of Christmas Cards placed with a total sales value of £100 or over between 12:15 on the 09th April 2019 and 23:59 on the 31st May 2019 will receive 24 free cards and 3 packs of wrap with their order.  The offer can only be used one time per customer account.  Whistlefish Trade reserves the right to amend or terminate this promotion at any point. 

📍Mid-May Offer

All orders placed with a total sales value of £200 or over between 19:00 on the 09th May 2019 and 23:59 on the 26th May 2019 will receive 36 free cards and 6 packs of wrap with their order.  The offer can only be used one time per customer account.  Whistlefish Trade reserves the right to amend or terminate this promotion at any point. 

📍Free Wrapping Paper Offer

All orders placed with a total sales value of £200 or over between 16:00 on the 26th July 2019 and 23:59 on the 29th May 2019 will receive 5 free packs of wrap with their order.  The wrap that is added to the order cannot be specified and will be chosen at the discretion of Whistlefish. The offer can only be used one time per customer account.  Whistlefish Trade reserves the right to amend or terminate this promotion at any point.