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, 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 customercare@whistles.com.

Can I shop in other currencies?

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 18-666-584-304 or email us at customercare@whistles.com. 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 18-666-584-304 or customercare@whistles.com 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. For more information please check our returns policy or alternatively, you can call us on 0330 363 3363 or email us at customercare@whistles.com.

Do you offer student discount in store and online?

We currently only offer student discount in-store.

Why has your Order from Store service disappeared?

From July 2018, all of the items we sell on our website show availability across our brand estate, including our solus stores. We ship orders from our DC as well as our stores. This means that the Order from Store service has become redundant as customers can buy directly from a store.

shipping

Which courier do you use?

We use Hermes and DX for all UK standard and next week-day deliveries and DPD for Saturday UK 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 shipping page.

Can I place an order online and collect from a store?

Unfortunately, we do not offer collection services for US customers at the moment.

Do you offer Click and Collect?

Yes. In addition to offering our collect from store service. you can also choose to collect your order from over 4000 HubBox Collect Points Nationwide for free. Simply select “Click & Collect” on the checkout shipping page, enter your chosen shipping postcode and select the HubBox location most convenient for you. HubBox will notify you via email when your parcel arrives. This will include a Collection Code for a secure hassle-free collection.

I need to request a change of address.

Please call us on 18-666-584-304 or email at customercare@whistles.com 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 despatched your order.

I placed an order using standard shipping, can I upgrade to next day?

We’re sorry but once your order has been placed it’s not possible to change your shipping choice.

I have not received my shipping within the specified time period.

Please allow 3-5 working days for standard shipping orders to arrive. If you have not received your parcel after this time, please call us on 18-666-584-304 or email at customercare@whistles.com including your order number so we can investigate for you.

I ordered with next day shipping/ Saturday shipping and my order has not arrived on the specified day.

Orders placed on a next day shipping service between Monday to Friday before 2pm GMT, will be delivered the next working day. Any orders placed after 2pm or on a bank holiday on this service will be delivered within 2 working days. Orders placed at the weekend will be dispatched on the following Monday. To receive your order on a Saturday service, you must place your order by 2pm on Friday, otherwise your shipping will take place the following Saturday.

Returns & Exchanges

What is your returns policy?

If you’d like to return an item from your order, it must reach us in its new, unworn state with its original tags and packaging either within 28 days from the date of receipt (for orders placed online) or the date of purchase where the item was purchased in a Whistles store. On receipt of the returned item(s), your refund will be credited to the payment card used to make the purchase. Regrettably, any shipping 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 up to 3 working days for any returns to be received by our warehouse, plus a maximum of 7 working days for the refund to be processed. You will receive an email to confirm your refund, however if after 10 working days you have not heard from us please contact us by web chat, email or telephone.

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. 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.

It can take 5-10 working days for us to receive your returned item from the time of postage so please check to see if you are inside this window. If it has been longer than 10 working days and you haven’t received an email from us, then please contact us on 18-666-584-304 or email us at customercare@whistles.com 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 18-666-584-304 or email us at customercare@whistles.com so that we can help you.

My order has arrived damaged or faulty – I need to return it.

Please complete the returns form found in your parcel, detailing the fault, and use the freepost returns label to return the item to our warehouse. 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 contact our Customer Care team at customercare@whistles.com. Please quote your order number (if applicable), your name, address, the garment details, and include an image of the fault. 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

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 customercare@whistles.com.

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.

How do I contact your data commissioner?

If you would like more information on the data collected by Whistles, please contact us at customercare@whistles.com.

Other

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 18-666-584-304 or email at customercare@whistles.com 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 18-666-584-304, email at customercare@whistles.com or visit any of our stores for further advice.

I would like to make a complaint.

If you are dissatisfied with any aspect of your Whistles online or in-store experience, call us on 18-666-584-304 or email at customercare@whistles.com 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 shipping outside the EU, they may be subject to import duties and taxes which are levied when the shipping 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.

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 18-666-584-304 or email at customercare@whistles.com providing the item name and which size you are looking for.

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