FAQ
Placing an order Ordering, payment, currencies, and amending orders.
How do I place an order?
It's easy. Simply select an item from anywhere on this site, choose your preferred colour and size and then add it to your shopping basket. Once you have finished shopping, follow the checkout procedure to purchase your item(s).
Can I place an order by phone?
Absolutely! Using the ‘Check Stock in Store’ link on the product page, you can see product availability in your local Whistles store. Choose the store that you would like to order from and give them a call during working hours. Alternatively call us on 0208 877 4006 or email enquiries@whistles.co.uk with details of what you’d like to purchase and we’d be happy to place an order for you. Please note that gift vouchers are unable to be redeemed over the telephone.
Can I redeem a gift voucher online?
If you have an older Black card, please contact our Customer Service Team on 0208 877 4006 or email at enquiries@whistles.co.uk. If you have a new White card these are redeemable both online and in our standalone stores. Gift Cards are non-refundable.
How can I pay for my order?
We accept American Express, Visa, Visa/Delta, Visa Electron, Maestro, MasterCard and PayPal. For more information please visit our Payment section. If there are any payment methods you would like us to accept, please do let us know at enquiries@whistles.co.uk.
Can I shop in other currencies?
Yes, customers can shop in British Sterling £, Euros € (this excludes the Republic of Ireland), US Dollars $ and Swiss Francs CHF. You can change your currency by selecting the currency icon at the top of the site. Please note, we require US customers to pay for items in US dollars.
Do I have to have an account to place an order?
No, you can check out as a guest on whistles.com. Simply enter your email address on the sign in page when you proceed to checkout and answer “no” when it asks “Do you have a password?”
I’m having trouble placing an order online.
If you are experiencing issues with whistles.com please contact us on 0208 877 4006 or email us at enquiries@whistles.co.uk. Please provide details of the issue you are experiencing including information about what device (Mac, iPhone etc) and browser (Google Chrome, Safari etc) you are using.
I haven’t received an email confirmation for my order.
If you have a Whistles account you can check the “Order history” for a record of the order. If you do have an order number, please verify that your email address is correct. If there is no recent order listed it is likely that your order was unsuccessful. You can try placing another order online or contact us on 0208 877 4006 or enquiries@whistles.co.uk with details of the order you tried to place and we can do it for you.
Can I amend my order once it has been placed?
Unfortunately we are unable to amend an order.
Is it possible to cancel my order?
Unfortunately it is not possible to cancel any orders, however we do offer free UK returns to store (a fee applies for returns via post). For more information please check our returns policy or alternatively, you can call us on 0208 877 4006 or email us at enquiries@whistles.co.uk.
Do you offer student discount in store and online?
We currently only offer student discount in-store.
Delivery Shipping options, Click & Collect, and tracking issues.
Which courier do you use ?
We use Hermes and DX for all UK standard, next week-day and Saturday deliveries. We use DHL for most international customers (excluding Russia and China).
Do you deliver orders in multiple shipments?
We do our very best to fulfil your order and this means that a single order could be sent in up to 3 parcels. You will receive a dispatch confirmation for every shipment highlighting the products in each parcel.
Do you deliver to my country?
We currently deliver to over 60 countries worldwide. For a full list please refer to our Delivery page.
Can I place an order online and collect from store?
Please note this delivery option is only available in our UK stand alone stores. Yes, you can collect your online order from any Whistles standalone store for free. Simply select “Click & Collect” on the checkout delivery page, enter your delivery postcode and then select which Whistles store you would like to collect from. We will send you an email and an SMS when your parcel has arrived in store.
I need to request a change of address
Please call us on 0208 877 4006 or email at enquiries@whistles.co.uk so we can update your information. Please include your order number in your email to facilitate this process. Please note that this may not be possible after we have dispatched your order.
I placed an order using standard delivery can I upgrade to next day?
We’re sorry but once your order has been placed it’s not possible to change your delivery choice
My order has not arrived, what do I do?
We offer multiple delivery options, please see our delivery page for estimated delivery times. If your order has not arrived within the estimated delivery time, please check the delivery tracking page for latest updates. Should there be no new delivery updates for 48 hours, please contact us.
My parcel shows to be delivered but I have not received it, what do I do?
If your parcel’s tracking shows that delivery has been made but you have not received it, please check around your property and with your immediate neighbours. You can also check the delivery tracking page for the latest update on your parcel. To see the proof of delivery you can visit the courier page by clicking through the link from your tracking number (located next to the courier logo). If you are unable to locate the parcel, please contact us.
Do you deliver to PO Box or BFPO addresses?
Unfortunately no, we are unable to deliver to PO Box or BFPO addresses.
Returns & Exchange Returns, refunds, exchanges, and faulty items.
Christmas Extended Returns
We extend our returns policy to allow you to shop confidently over the festive season. Please check back closer to the time for details of the 2026 returns guidelines.
Outside of our extended Christmas returns period, our standard returns policy applies
How can I make a return?
UK customers can make returns easily within 28 days of receipt or 14 days for sale items, using any of the following options:
- to solus store
- via post
- via collect+
Alternatively, you can contact Royal Mail directly to arrange a FREE collection of your parcel; simply follow the steps here https://send.royalmail.com/collect/youritems and enter the Royal Mail Tracked 48 barcode number (13 characters) from the returns label on your dispatch note that came with your order. Please check out our returns page for more details.
What is your returns policy?
UK customers can make returns easily within 28 days of receipt or 14 days for Sale items. Items must be returned in their original condition with proof of purchase. For more information please check our returns policy
For reasons of hygiene we are unable to refund or exchange earrings for pierced ears.
We are also unable to return gift cards.
Your statutory rights are not affected.
On receipt of the returned item(s), your refund will be credited to the payment card used to make the purchase. Regrettably, any delivery costs will not be refunded (although some exceptions do apply). This extended returns period is in addition to your rights under the Consumer Contracts (Information, Cancellation And Additional Charges) Regulations 2013, which provide customers with 14 days (beginning the day after receipt of goods) to cancel any purchase, and a further 14 days within which to return the goods to us following the date you inform us of your intention to cancel the purchase. For full details on returns, please go to the returns section on our website.
When will I get my refund?
Please allow 14 working days for returns to be received by our distribution centre and processed from the date of posting. Please note it may take 3-5 days for the refund to appear in your account. You will receive an email to confirm your refund, however if after 14 days you have not heard from us please contact us by web chat, email or telephone.
I’ve missed the returns deadline.
Regrettably, our policy means we are unable to accept returns outside the stated period. If we receive your return outside of this period, the item will be returned to you and no refund will be processed.
Can I exchange an order purchased online via the website?
Currently we cannot exchange an order purchased online via the website. However you can return the item and re-order online or exchange the item in one of our stores. You can use the “Check stock in store” link on the product page to see which stores have the size that you need.
Do I need to obtain a tracking number for my return?
Yes, please make sure you obtain a tracking number for any parcel you return to us. This can be requested from the Post Office. This tracking number should be quoted in any correspondence with us. Please note we cannot process lost returns without proof of postage.
I have returned my order to you but haven’t received my refund yet.
Your return will take 14 working days to be delivered to our warehouse and to be processed. Please note it may take 3-5 days for the refund to appear in your account.
You will be notified via email once your return is complete and refunded. Please allow the full 14 days after the delivery for our returns team to process your order and refund. If it has been longer than 14 working days and you haven’t received an email from us, then please contact us on 0208 877 4006 or email us at enquiries@whistles.co.uk and we will investigate. Please make sure to include your order number and proof of postage for your item in order to speed up the process
I ordered online and have received the wrong item(s).
Do call us on 0208 877 4006 or email us at enquiries@whistles.co.uk so that we can help you.
My order has arrived damaged or faulty – I need to return it.
If any of the items in your order appear faulty, damaged or incorrect, please visit this link and enter your order information. You will then receive an email explaining how to return your order. Faulty Returns Items can also be returned to any Whistles UK standalone store.
My garment has developed a fault.
If you believe your item has developed a manufacturing fault, please download and complete this form. Please then send the completed form back to our Customer Care team at enquiries@whistles.co.uk along with a picture showing the fault, if possible. You will then be contacted via email within 48 hours to discuss how to proceed. You have certain statutory rights under the Consumer Rights Acts 2015. If goods are found to be faulty within 6 months from the date of purchase, you will be entitled to either a repair, a replacement or a refund.
What happens if I forget my password?
Our customer service team is able to locate any online orders using your order number. If, however, you purchased at one of our stores we will accept a bank statement as proof of purchase.
Online account Creating and managing your account.
How do I create an account?
To create an account on whistles.com, click here and choose “create an account”. Simply fill in your personal details and click “apply”.
I need to return an item but do not have my receipt.
If you have forgotten your password, you can reset it by clicking here and choosing “forgot password?” Then simply enter your email address and we will send you a password reset link. If you have not received a password reset link within 24 hours, please contact us at enquiries@whistles.co.uk.
How do I change my personal details?.
You can change your personal details, such as contact information, billing/delivery address or saved cards, by logging into your account on whistles.com.
How do I unsubscribe from emails?
To unsubscribe from our emails, please click the link at the bottom of one of the newsletters.
How do I contact your data commissioner?
If you would like more information on the data collected by Whistles, please contact us at enquiries@whistles.co.uk.
Other Stores, sizing, price matching, complaints, and discounts.
Where is my local store?
Please visit our store finder to find your local Whistles stockist including contact details and opening hours.
Where do I find information on sizing?
For information on sizing please refer to our size guides. Here you can find sizing measurements in centimetres and inches as well as international size conversions. If you need more help on deciding which size to buy, please contact our team on 0208 877 4006 or email at enquiries@whistles.co.uk for further advice.
Can I have more information on products?
We include information on fabric composition and wash care on our product pages but if you need more information please feel free to call us on 0208 877 4006, email at enquiries@whistles.co.uk or visit any of our stores for further advice.
Can I get a price match if the price of my item has since been reduced?
If an item you purchased online has been reduced within 28 days of your order, you may be eligible for a refund of the difference. Please click here to provide the required information.
I would like to make a complaint.
We are confident you’ll be happy with our products and services; however, we appreciate that, in some cases, things don’t always go to plan. Here at Whistles, we love to hear your feedback, so should you find any issues with your purchase or feel that our service could be improved, please get in touch with us so we can put this right call us on 0208 877 4006 or email at enquiries@whistles.co.uk and we will do our best to resolve any issues.
Do Whistles charge VAT on non-EU purchases?
For orders placed within the EU, all prices shown at whistles.com include the applicable VAT rate. If your order is being delivered outside of the EU, VAT will not be charged, however the selling price will remain the same. If you order products from the site for delivery outside the EU, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. Please note that you will remain responsible for payment of any such import duties and taxes. We recommend you contact your local customs office for further information before placing your order.
Do you offer an NHS staff discount?
We are happy to offer 15% off full-price products, excluding Whistles Wedding, Whistles collaborations, and branded products, to NHS staff through the Blue Light Card website. To redeem, please click here and claim your unique discount code.
Are you getting more stock in?
If an item you are looking for has sold out online, this means there is no stock across our solus stores either. You can use the “Check stock in Store” link on the product page to see if it is available in a department store. If you are enquiring about an item that you have seen in the press or look-book or need further assistance please contact us on 0208 877 4006 or email at enquiries@whistles.co.uk providing the item name and which size you are looking for.
Complaints Policy
We have full confidence that you’ll be happy with the products and services we provide. However, we appreciate that in some cases, things don’t always go to plan. Here at Whistles we love to hear your feedback, so should you find any issues with your purchase, or feel that our service could be improved, please contact us so we can put this right.
When you contact us, you will receive an immediate auto-reply confirming receipt of your email, followed by an email from a member of our customer care team within the shortest possible time. For the rare occasions that the issue is not resolved at this stage, you will be referred to a more senior member of staff internally. In all circumstances we aim to have issues resolved within 14 working days.
Our Customer Care Team are here to help Contact Form
Name: Whistles Limited Postal address: 163 Eversholt Street, London, England, NW1 1BU Registered address: 163 Eversholt Street, London, England, NW1 1BU Company number: 01514754 Telephone number: 0208 877 400
About us
Name: Whistles Limited
Postal address: 163 Eversholt Street, London, England, NW1 1BU
Registered address: 163 Eversholt Street, London, England, NW1 1BU
Company number: 01514754
Telephone number: 0208 877 400
Promotions & offers NHS discount and gift cards.
NHS 15% Discount
We are happy to offer 15% off full-price products, excluding Whistles Wedding, Whistles collaborations, branded products and gift cards, to NHS staff through the Blue Light Card website. To redeem, please click here and claim your unique discount code. Please click here to see our full terms and conditions.
Gift Cards
You can purchase gift cards online or in standalone stores. If you have an older Black card, to redeem please contact our Customer Service Team on 0208 877 4006 or email at enquiries@whistles.co.uk. If you have a new White card these are redeemable both online and in our standalone stores. Gift Cards are non-refundable.