FAQ

Order process

I can't log into my account.
I'm sure we can help, give us a call on +44 (0)20 7391 0923

I can't seem to place an item in my basket.
The item may have recently sold out. Please call us on +44 (0)20 7391 0923 or email us at enquiries@whistles.com so we can check our stocks.

I haven't received an email confirmation for my order.
Check the "Order history" on your Whistles account. If you do have an order number it would be worth checking that your email address is correct. If, however, there is no recent order listed it means the process has been unsuccessful.

Can I order over the phone?
Absolutely! Call us on +44 (0)20 7391 0923 to place an order or we can provide you with a list of stores that offer mail order.

Can I redeem a gift voucher online?
We're sorry, but at the moment we cannot offer this option.

How do I amend my order once it has been placed?
Unfortunately this isn't possible. We would need to cancel your existing order and ask you to place a new one.

Is it possible to cancel my order?
If it is a recent order it may be possible, so call us on +44 (0)20 7391 0923 or email us at enquiries@whistles.com and we will do our best to help.

Can I track my order once it has been sent?
For UK customers, an email link will be sent from DPD, our courier company, to enable you to track your order. Our international customers should receive their tracking information via DHL. For any queries around tracking please contact us at enquiries@whistles.com or call on +44 (0)20 7391 0923

I've received my order but something is missing.
Check your final dispatch email. Any change to the order will be outlined here. If you find a discrepancy just give us a call on +44 (0) 20 7391 0923 or email enquiries@whistles.com and we will do our best to help.

Delivery

Which courier do you use?
We use DPD for all UK deliveries and DHL for most international customers (excluding Russia and China).

I need to request a change of address.
Please call us on +44 (0) 20 7391 0923 or email at enquiries@whistles.com so we can update your information.

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 ordered with next day delivery/ same day evening/ 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 4pm GMT, will be delivered the next working day. Any orders placed after 4pm on this service will be delivered within 2 working days. To receive your order on a Saturday service, you must place your order by 4pm on Friday, otherwise your delivery will take place the following Saturday.

I have a problem with my delivery.
Please don't hesitate to call us on +44 (0)20 7391 0923 and we will endeavour to resolve any issues.

Returns

What is your returns policy?
For full details on returns, please go to the "returns" section on our website.

I've missed the returns deadline.
Regrettably, our 14-day policy means we are unable to accept returns outside the stated period.

Can I exchange an order purchased online via the website?
This isn't currently possible, but you have two options: either return and reorder online, or exchange the item(s) in-store. If you need a list of our stockists call us on +44 (0)20 7391 0923.

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 ordered online and have received the wrong item(s).
Do call us on +44 (0) 20 7391 0923 or email us at enquiries@whistles.com so that we can help you.

I need to return a faulty item.
We provide a freepost returns label with every online order within the UK and enclose a returns form, where you can detail the fault and return the item(s) to our warehouse. Store purchases can 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 please call us on +44 (0)20 7391 0923.

I need to return an item but do not have my receipt.
Our customer service team is able to locate any online orders. If, however, you purchased at one of our stores we will accept a bank statement as proof of purchase.

Do I need to obtain a tracking number for my return?
Yes, you do. This can be requested from the Post Office.

Do you offer freepost returns outside of the UK.
We're sorry we don't.

Miscellaneous

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.com and we will do our best to resolve any issues.

Where is my local store?
Our list of stockists is featured on the “store finder” section of our website with full contact details and opening hours

I've seen a product on the website but it isn't available in my size.
We can search for stock throughout our UK branches so call us on +44 (0) 207 391 0923 or email us at enquiries@whistles.com and we will try to locate the item in your size.

Can I have more information on products and sizing?
Absolutely! Call us on +44 (0)20 7391 0923 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.

Do Whistles charge VAT on non EU purchases?
VAT, whilst chargeable on non-EU purchases, is zero rated. This means that the price you see includes 0% VAT. Therefore, we cannot provide VAT refunds on non-EU orders.

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. For any queries around VAT, we recommend contacting HM Customs on +44 2920 501 261, or for more information you can also visit hmrc.gov.uk/vat.