FAQ

FAQ

Order process

What payment methods do you accept?
We accept American Express, Visa, Visa/Delta, Visa Electron, Maestro, MasterCard and PayPal. For more information please visit the Payment section on our website. 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. Please contact us on 18-666-584-304 or customercare@whistles.com 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 18-666-584-304 or email us at customercare@whistles.com.

Shipping

What delivery options are available and how much do they cost?
We are pleased to offer free standard shipping to the USA. Unfortunately we do not have an express delivery service at this time.

Which courier do you use?
We use DHL for all US standard deliveries. We also 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 send in up to 3 parcels. You will receive a dispatch confirmation for every shipment highlighting the products in each parcel.

How can I track my order?
To track your order, please contact us at customercare@whistles.com or call on 18-666-584-304 and we will be able to provide you with parcel tracking information.

What are your International Delivery offers?
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.

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 have not received my delivery within the specified time period.
Please allow up to 10 working days for US 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.

Exchanges and Returns

What is your returns policy?
If you decide to return any item(s) it must reach us in its original state 28 days from the received date. For full details on returns, please go to the returns section on our website.

How do I return my order? (US customers)
US customers have 28 days to return items using a courier of their choice. Unfortunately, Whistles are unable to provide freepost returns to international customers at the moment. 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 48 hours of receipt. Please note it can take between 1-10 working days for refunds to reach your account – depending on the bank you branch with.

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.

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?
From mid-October, customers in USA will be able to return their online order to our standalone store in New York.

I have returned my order to you but haven’t received my refund yet.
It can up to 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 post the item(s) back to our warehouse. Please contact customer services on 18-666-584-304 or email us at customercare@whistles.com so that we can refund the cost of postage to you.

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 customercare@whistles.com.

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 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. Alternatively we also have a list of all US 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 18-666-584-304 or email at customercare@whistles.com for further advice.
Womenswear 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 0330 363 3363, email at customercare@whistles.com 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 18-666-584-304 or email at customercare@whistles.com and we will do our best to resolve any issues.

Import Duties and Taxes
Please note that all orders are shipped from the UK, import duties and taxes will be the responsibility of the customer should goods be ordered from our website for delivery outside the UK. These costs are imposed by your local customs office and are outside of our control. Any order(s) under $800 are exempt from these charges. In this instance, you may want to place a multi-unit purchase across two or more orders.

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 18-666-584-304 or email at customercare@whistles.com and we will answer your questions.