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?
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.


Which courier do you use?
We use Hermes for all UK standard and next weekday deliveries and DPD for Saturday UK deliveries. We use 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 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.

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.

I used the Location service to order an item over the phone from store - where is it? (UK customers only)
If you contact the store that took payment they will be able to provide you with the tracking details for the parcel.


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.

How do I return something ordered over the phone from store? (UK customers only)
The quickest way is to return your item to your local standalone store for a full refund. Please make sure that the item is unworn and bring your receipt as proof of purchase. Refunds will only be processed within the 14 day return period.

If you have purchased the item over the phone and you wish to return by post, simply complete the enclosed returns form including your name, Tran(saction) ID and Till ID. Ensure your goods are securely wrapped and the completed returns form is enclosed along with a copy of your till receipt. Please note that we will not be able to process your return without this paper work. All you’ll need to do is attach the Freepost Returns Label to the parcel and take this to your local Post Office. Make sure you obtain a ‘proof of postage’ receipt which you should retain until you’ve received your refund. Once we have received the items, a member of our Customer Service team will call you during the working week between 9 am – 5 pm, to process the refund over the phone. It usually takes between 5-10 working days from the date of postage to receive and process refunds.

We are unable to process exchanges for items returned via post however you can visit your local standalone store for this service.

I returned an item that I ordered from store, it’s been 10 working days and I haven’t received my refund.
Please contact Customer Services with a copy of your transaction receipt, your returns tracking number and your contact details and they will be able to process this refund for you. Please note that Location service refunds can take a little longer than online purchase refunds.


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

What is the Location Service?
To make locating items easier and more effective we have introduced the Location Service. If an item that you are looking to order online has sold out, don’t worry as we can always try to fulfil your request through a store. If the size that you need is no longer available to purchase on the website, you’ll be given the option to enquire about ordering the item from one of our branches. Just select the size and click ‘order from store’ and you will be given two options – ‘Call us’ or ‘We’ll call you’.

By opting for ‘Call us’ you’ll be able to view which locations have stock availability along with the contact details so that you can arrange for an order to be processed at your earliest convenience. Payment will be taken over the phone and the item will be delivered for free. Upon dispatch of your order, delivery will take up to 3 – 5 days. This service will available subject to store opening hours (http://www.whistles.com/stores).

Just to make you aware, stock availability listed should only be referred to as a guide as product can sell very quickly.

The ‘We’ll call you’ option will simply ask for your name and contact details so that one of our stores with stock availability can contact you within 3 working hours* to process your order. Once you’ve submitted this request you’ll receive a confirmation email explaining the full process. Please note, your order is not confirmed until payment has been taken. Payment will be taken over the phone and the item will be delivered for free. Upon dispatch of your order, delivery will take up to 3 – 5 days. 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.

The Location Service will only be available in our standalone stores only. This service only applies to full price stock.

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?
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.