Returns

Returns

UK Returns

If you’d like to return an item from your order, it must reach us in its new, unworn state with its original tags and packaging either within 28 days from the date of receipt (for orders palced online) or the date of purchase where the item was purchased in a Whistles store. On receipt of the returned item(s), your refund will be credited to the payment card used to make the purchase. Regrettably, any delivery costs will not be refunded (although some exceptions do apply).This extended returns period is in addition to your rights under the Consumer Contracts (Information, Cancellation And Additional Charges) Regulations 2013, which provide customers with 14 days (beginning the day after receipt of goods) to cancel any purchase, and a further 14 days within which to return the goods to us following the date you inform us of your intention to cancel the purchase.

In your parcel you will find enclosed Returns documentation. Please take care to fill out the form in its entirety. Providing us with accurate reasons as to why you are returning your product(s) is important, as it will allow us to provide better products and services for our customers in the future.

Please allow up to 3 working days for any returns to be received by our warehouse, plus a maximum of 7 working days for the refund to be processed. You will receive an email to confirm your refund, however if after 10 working days you have not heard from us, give us a call on 0330 363 3363 or send an email to enquiries@whistles.com, complete with your tracking number, so that we can investigate further.

Unfortunately, for hygiene reasons we are unable to refund or exchange earrings. We also ask that swimwear is returned with the protective film in place in order to receive a full refund or exchange.

 

Extended Christmas Refund Policy

To make shopping easier during the festive season, we will be extending our returns period. Any purchases made between 3rd November and 24th December 2018 can be returned within 14 days for a full refund, as per our normal policy. And because it’s Christmas, online orders can be returned to our warehouse or in store until 14th January.

Additionally, any items purchased from one of our UK Whistles stores between 3rd November and 24th December 2018 can be returned to any standalone store within 14 days of purchase for a full refund, or they can be returned for a gift card or exchange until 14th January 2019.

 

International Returns

International customers (including Ireland), have 28 days to return their items using a courier of their choice. We’re sorry that we are currently unable to provide freepost returns to our international customers.

Please complete the proforma invoice that is included in your parcel, clearly marking your return parcel as ‘British Return Goods’ with a domestic sale value of £1.00. This will prevent your items being held up at customs, as your returned items are not applicable for duty once they reach the UK. Carefully attach this proforma invoice to the outside of your returns parcel.

We strongly recommend sending your goods back via a tracked service and retaining proof of postage until you have received your refund notification.

Please return your item to:
Whistles Ltd (Clipper Group)
Etheridge Avenue
Brinklow
Milton Keynes
Buckinghamshire
UK
MK10 0BB

We will provide a full refund once 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 enquiries@whistles.com

Bridal Returns

If you decide to a return a piece from our Whistles Wedding collection we’d like to ensure the experience is as smooth as possible. Our in-house Customer Care team will handle your return from start to finish. Simply email enquiries@whistles.com with the details itemised below and with the subject line BRIDAL RETURN, and we will be in touch to arrange collection of your item:

  • Name
  • Order number
  • Item you wish to return
  • Contact number
  • Collection address

Once your return has been collected and delivered back to our warehouse, we will send an email to confirm your refund. Your return will be processed within working 5-10 days.

Returning goods to store

Please ensure your goods are returned to store within 28 days from the date of receipt, with a dispatch note as your receipt.

We offer this facility at any Whistles UK and international standalone stores. Unfortunately, this returns service 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.

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, then attach the freepost returns label to the parcel.

Take the goods, along with the dispatch note, to the Post Office. Make sure you obtain a proof of postage certificate which you will need to retain until you have received your refund. Please allow up to 3 working days for any returns to be received by our warehouse, plus a maximum of 7 working days for the refund to be processed. You will receive an email to confirm your refund.

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.

Firstly, visit www.collectplus.co.uk/whistles and follow the instructions to download a returns label. Securely wrap your goods and attach the Collect+ label firmly to your parcel. Ensure that the Collect+ barcode is clearly visible and all other delivery or returns labels are covered or removed from the package.

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 in a store over the phone

If you have purchased the item over the phone and wish to return by post, simply complete the enclosed returns form including your name, Transaction 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 we are unable to process your return without this paperwork.

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 have received your refund.

Please allow up to 3 working days for any returns to be received by our warehouse, plus a maximum of 7 working days for the refund to be processed. You will receive an email to confirm your refund.

Exchange

Unfortunately we are unable to exchange an item purchased online via the website. If you wish to exchange an item purchased online you can do so at your nearest store, or simply reorder the item online.

You can use the check stock in store service on the product page to see which stores have the size you need, or use our Store Finder to find your local store.

Your Rights

Your rights are in addition to the cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you wish to cancel your order before the end of the statutory cancellation period (14 days from the day after you receive the goods), you can notify us by email at enquiries@whistles.com. Items must be returned with the returns form, as outlined above, within 14 days of the day you inform us of your intention to cancel or 28 days from the date of receipt of the item(s) you wish to return. Your statutory rights are not affected by these terms and conditions.