Frequently asked questions

Frequently Asked Questions

PLACING AN ORDER

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).

How can I pay for my order?

We accept American Express, Visa, MasterCard and PayPal. For more information please visit our Payment section.

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 click here to visit the Global –E help centre Click here

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 please click here to visit the Global –E help centre Click here

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.

shipping

Where is My Order?

For information on shipping, click here to visit. Global-E shipping portal Click here

Do you deliver to my country?

Please click on the flag icon on our homepage to view the countries/locations that we ship to. If you cannot see your country/location listed, then it is likely that we do not currently ship there.

I need to request a change of address

If your order has not yet shipped, then we should be able to update your address, so long as the delivery country/location remains the same. We cannot change the delivery country/location. Please contact us urgently by clicking on the link Click here if you need to change delivery address.If your order has already shipped, it depends on the delivery method selected:

Returns & Exchanges

Christmas Extended Returns

We have extended our returns policy to allow you to shop confidently this festive season.

Any purchase made, either in store or online, from 15th October 2024 - 19th December 2024 can be returned for a full refund until 18th January 2025.For purchases made from 20 December 2024 onwards, our normal refund policy will apply.

What is your returns policy?

If you're not completely satisfied with your order you can return it to us within 28 days of purchase. For a refund items must be unused, returned in the original packaging (where possible) and in a re-sellable condition. For reasons of hygiene we are unable to refund or exchange face masks or earrings for pierced ears. Removing any 'do not remove' labels will invalidate any returns.ou can return you order through our international partner Global-E returns portal for quick and easy returns.Click here

I’ve missed the returns deadline

Regrettably, our 28-day 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.

I have returned my order to you but haven’t received my refund yet

For returned items, it can take up to 21 business days for the funds to credit back to your original payment method as the below steps
need to be followed:
1- Shipping time to arrive back to our warehouse
2- Processing and inspection for refund approval
3- Authorization to finance department to issue refund
4- It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund.
Should your refund not be processed within the 21 business days, please send us the tracking number for the returned package so that we can investigate further.

My order has arrived damaged or faulty

We’re very sorry to hear that your package did not arrive in perfect condition. In order for us to follow this up with our shipping partner, we kindly ask you to send photos of: The damaged item The inner and outer packaging Please click on the link below with this information so that we can open a swift investigation with our shipping partner.

My garment has developed a fault

We’re very sorry to hear that your package did not arrive in perfect condition. In order for us to follow up with this inquiry, we kindly ask you to send us photos of the faulty item. Please click on the link Click here so that we can open a swift investigation.

Online 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.

How do I change my personal details?

You can change your personal details, such as contact information, billing/shipping 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.

Other

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.

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.

Can I have more information on products?

We include information on fabric composition and wash care on our product pages.

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 let use know though the Global E help centre Click here

Do Whistles charge VAT?

Import duties and taxes may apply upon receipt of international orders.These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as:
1. Country/location of origin of the purchased product
2. Local VAT rates
3. Local import taxes
It will be your responsibility to pay these charges if and when asked to by your local authorities. For further infomation visit Global-E Help Center Click here

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