If you decide to return any item(s) it must reach us in its original state 14 days from the day of purchase. On receipt of the returned item(s) we will refund the price paid for the goods to the original payment card. Delivery costs will not be refunded (exceptions apply).
Within your parcel you’ll find returns documentation. Please take care to fill it out completely. Giving accurate reasons for why you are returning your product(s) is important, as it allows us to provide better products and better service for our customers.
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. If after 10 working days you have not received an email from us, call on +44 (0)20 7391 0923 or email at email@example.com with your tracking number reference so that we can investigate further.
Regrettably, for reasons of hygiene, we are unable to refund or exchange earrings.
International customers (including Ireland), have 28 days to return their items. Remember to complete the pro-forma invoice and clearly mark your return parcels ‘British Return Goods’ with a domestic sale value of £0.00, as your returned items are not applicable to duty once they reach the UK - this will prevent them being held up at customs. We advise sending your goods back via a tracked service and retaining proof of postage until you receive your refund notification. We regret that Whistles is unable to provide freepost returns to International customers.
In addition to our International Returns Policy, EU customers, under the Distance Selling Regulations, have 7 working days (beginning the day after receipt) to cancel any purchase. Where this applies we will provide a full refund as long as the cancelled items are returned to us. If we do not receive them, we may arrange to collect them from you at your own expense.
It is difficult to predict how long international returns will take to arrive at our warehouse. Should you have any concerns please email us at firstname.lastname@example.org.
Returning goods to store
Please ensure your goods are returned to store with a dispatch note as your receipt.
We offer this facility at any Whistles UK standalone stores. Unfortunately, this option is not available at Whistles concessions or factory outlets. When presenting your dispatch note you will be asked the reason for the return and whether you wish to exchange the item or obtain a refund.
For any store-bought purchases, Whistles is happy to offer a refund on all purchases if returned within 14 days, in perfect condition together with a valid till receipt. Whistles concessions accept returns under their host store policy and therefore cannot refund purchases from Whistles standalone stores.
Returning goods by post
It’s easy to return your item(s) by post. Simply complete the enclosed returns form with your name, address, and order number. Ensure your goods are securely wrapped and the completed returns form is enclosed. Attach the Freepost returns label to the parcel. Take the goods, along with the despatch note, to the Post Office. Make sure you obtain a ‘proof of postage’ certificate which you should retain until you’ve received your refund. It usually takes between 5-10 working days from the receipt date to receive items and process refunds.
Returning goods by Collect+
We are pleased to offer the free Collect+ service to return your item(s) via one of 5,250 participating local shops. Ensure your goods are securely wrapped and attach the Collect+ label that you received with your delivery firmly to your parcel. Ensure that the barcode is clearly visible and all other delivery or returns labels are covered or removed from the package. If you cannot find your label, visit www.collectplus.co.uk/whistles and follow the instructions to download a returns label. Locate your nearest store offering the Collect+ service via http://www.collectplus.co.uk/orders/new and drop your parcel off at the counter. You will be given a receipt and tracking code to enable you to track the progress of your parcel at www.collectplus.co.uk/track.
Returning goods purchased using the Location Service
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.
Your rights are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000.
If you wish to cancel your order before the end of the statutory cancellation period (7 days from the day after you receive the goods), you can notify us by email at email@example.com. Items must be returned with the returns form, as outlined above. Your statutory rights are not affected by these terms and conditions.