FAQ

Order process

Delivery

Exchanges and Returns

Order from store

Online account

Other



Order process

Can I redeem a gift voucher online?
Customers are currently unable to redeem gift vouchers online. However you can redeem it in any of our standalone stores. Please click here to locate your nearest store.

What payment methods do you accept?
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 order over the 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 +44 (0)20 7391 0923 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 shop in other currencies?
Yes, customers can shop in British Sterling £, Euros €, US Dollars $ and Swiss Francs CHF. You can change your currency by selecting the currency icon at the top of the site.

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 +44 (0)20 7391 0923 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 +44 (0)20 7391 0923 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. Please contact us on +44 (0)20 7391 0923 or enquiries@whistles.co.uk detailing your name, email address and order number and we will cancel your order so you can place a new one.

Is it possible to cancel my order?
If it is a very recent order it may be possible – within 15 minutes or so - please call us on +44 (0)20 7391 0923 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.

I have received an email saying that you are unable to fulfil my order - what can I do next?
Unfortunately sometimes we are unable to fulfil all the items in an order due to high demand. However we can try and locate this item for you in one of our stores so please contact us on +44 (0)20 7391 0923 or email us at enquiries@whistles.co.uk detailing the item name and size that you need.

I can see "order from store" on the website – what does this mean?
This means that the size you are looking for has sold out in our warehouse so we will try and fulfil your request through one of our stores. For more information on how this works please click here.

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Delivery

Which courier do you use?
We use Hermes 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).

How can I track my order?
To track your order, please refer to the Dispatch confirmation email where you will find a button that says “track my order”. Please note that it may take a few hours for the tracking number to register. Alternatively you can click here and use your order number and postcode to track your order.
If you are an international customer please contact us at enquiries@whistles.co.uk or call on +44 (0)20 7391 0923 and we will be able to provide you with parcel tracking information.

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 a store?
Yes, you can collect your online order from any Whistles standalone store. Simply select “Collect from store” on the checkout delivery page and then choose which store you would like to collect from. We will send you an SMS when your parcel has arrived in store.

I need to request a change of address.
Please call us on +44 (0) 20 7391 0923 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 despatched 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.

I have not received my delivery within the specified time period.
Please allow 3-5 working days for standard delivery orders to arrive. If you have not received your parcel after this time, please call us on +44 (0) 20 7391 0923 or email at enquiries@whistles.co.uk including your order number so we can investigate for you.

I ordered with next day delivery/ Saturday delivery and my order has not arrived on the specified day.
Orders placed on a next day delivery service between Monday to Friday before 5pm GMT, will be delivered the next working day. Any orders placed after 5pm or on a bank holiday on this service will be delivered within 2 working days. To receive your order on a Saturday service, you must place your order by 5pm on Friday, otherwise your delivery will take place the following Saturday.

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Exchanges and Returns

What is your returns policy?
If you decide to return any item(s) it must reach us in its original state 14 days from the day of purchase. International customers have 28 days to return items. For full details on returns, please go to the returns section on our website.

How do I return my order (UK only)?
If you are in the UK, you can return your order to our warehouse via post or to any Whistles standalone store. There is a freepost label included in your package which can be used at your local Post Office or you can use Collect +. Please refer to the returns section for more details.

I am an international customer, how I do return my item?
International customers have 28 days to return items using a courier of their choice. We regret that Whistles is unable to provide freepost returns to international customers. We advise sending your goods back via a tracked service and retaining proof of postage until you receive your refund notification. For more information, please refer to the returns section for more details.

When will I get my refund?
Once we've received your returned item(s) we will send you an email to confirm your refund, which will be processed within 5-10 working days of receipt. You can expect the refund to reach your account within 3-5 working days.

I've missed the returns deadline.
Regrettably, our 14-day/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 a proof of postage.

Can I return my online order to a store?
Yes, you can return your online order to any Whistles standalone store. We accept online orders paid for with all methods of payment, including PayPal. Please see the store finder for a list of our stores.

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 +44 (0)20 7391 0923 or email us at enquiries@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 +44 (0) 20 7391 0923 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.
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.

I have not received a returns label/returns form.
Freepost returns labels are included in every UK online purchase. If for some reason the label is missing you can download one by clicking here.

I need to return an item but do not have my receipt.
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.

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Order from Store

I can see “order from store” next to a size, what does this mean?
This means that the size you are looking for has sold out online so we will try and fulfil your request through one of our stores.

How does “order from store” work?
If you see “order from store” written next to a size, simply click and you will be given two options to order the item from store - ‘Call us’ or ‘We’ll call you’.

Call us:
1. You will see a list of stores with stock availability along with the contact details.
2. Call your chosen store and payment for the item will be taken over the phone.
3. The store will package up your item and arrange for it to be delivered for free.
4. You will receive an email upon dispatch of your order and delivery will take up to 3 – 5 days.

This service will available subject to store opening hours which can be found here.
We’ll call you:
1. Fill in your name and contact details and one of our stores with stock availability will contact you within 3 working hours* to process your order.
2. The store will call you to take payment for the item over the phone. Please note, your order is not confirmed until payment has been taken.
3. The store will package up your item and arrange for it to be delivered for free.
4. You will receive an email upon dispatch of your order and delivery will take up to 3 – 5 days.

Please note if our stores are unable to reach you over the phone, they will leave a voicemail and hold the item for you for 24 hours. If we do not hear back from you after 24 hours, your enquiry will be cancelled.

Please note if an order enquiry is placed prior to a promotional period ending, but payment taken after it has ended, the discount is not valid on the order.

*Store working hours are defined as Monday to Saturday 10.00-17.30 and Sunday 12-17.00. This is subject to bank holiday closures.

Can I order items in a concession store over the phone?
No, this service is only available in standalone Whistles stores.

I am unable to get to a phone to take payment - can you take payment in another way?
Unfortunately we can only take payment over the phone with the “order from store” service.

I placed an “order from store” enquiry online but have not received any response.
When you submitted your details you should have received an email confirming your enquiry. If you did not receive this email, then please submit your enquiry again on whistles.com. If you did receive this email then please contact us at enquiries@whistles.co.uk quoting your order number (eg SFS000012340) and we will be able to assist you.

I received an email telling me that you had found my item but I haven't heard anything.
Please allow 3 working hours from the time that you received the email for the store to call you. If it has been longer than 3 working hours please contact us at enquiries@whistles.co.uk quoting your order number (eg SFS000012340) and we will be able to assist you.

I have paid for something over the phone but haven't received an email confirming the order.
You should receive an email receipt confirming your payment. If you have not received this, please contact the store which took payment and they will be able to re-send the receipt.

I have received an email saying you are unable to reach me - how do I complete my order?
Unfortunately we have been unable to reach you to take payment for your Whistles order and our store team cannot hold your order for any longer. If you would like to complete your order, contact us at enquiries@whistles.co.uk quoting your order number (eg SFS000012340) and we will put you in touch with a store with available stock.

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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”.

What happens if I forget my password?
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.

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?”

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.

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Other

Where is my local store?
Please visit our store finder to find your local Whistles stockist including contact details and opening hours. Alternatively we also have a list of all stores located here.

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 +44 (0)20 7391 0923 or email at enquiries@whistles.co.uk for further advice.
Womenswear sizing guide
Menswear sizing guide

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 +44 (0)20 7391 0923, email at enquiries@whistles.co.uk or visit any of our stores for further advice.

Do you offer student discount in store and online?
We currently only offer student discount in-store.

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 +44 (0)20 7391 0923 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.

How do I contact Whistles.com?
While we've tried to ensure that all the information you'll ever need to know about Whistles.com is on this site, you may still have a few questions. If you do, please contact us on +44 (0)20 7391 0923 or email at enquiries@whistles.co.uk and we will answer your questions.

Are you getting more stock in?
If an item you are looking for has sold out online, please use the “Check stock in Store” link on the product page to find it in 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 +44 (0)20 7391 0923 or email at enquiries@whistles.co.uk providing the item name and which size you are looking for.

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