PLACING AN ORDER
How do I place an order?
Can I place an order by phone?
Can I redeem a gift voucher online?
How can I pay for my order?
Can I shop in other currencies?
Do I have to have an account to place an order?
I’m having trouble placing an order online.
I haven’t received an email confirmation for my order.
Can I amend my order once it has been placed?
Is it possible to cancel my order?
Do you offer student discount in store and online?
Why has your Order from Store service disappeared?
Which courier do you use?
Do you deliver orders in multiple shipments?
Do you deliver to my country?
Can I place an order online and collect from a store?
Do you offer Click and Collect?
I need to request a change of address.
I placed an order using standard delivery, can I upgrade to next day?
My order has not arrived, what do I do?
My parcel shows to be delivered but I have not received it, what do I do?
How can I make a return?
UK customers can make free returns easily within 28 days of receipt using any of the following options: - to solus store - via post - via collect+
Alternatively, you can contact Royal Mail directly to arrange a FREE collection of your parcel; simply follow the steps here
and enter the Royal Mail Tracked 48 barcode number (13 characters) from the returns label on your dispatch note that came with your order.
Please check out our
for more details.
What is your returns policy?
To allow you to shop with confidence, we have extended our returns policy for the festive season. Any online and in-store purchases from the 16th of October 2023 can be returned for a full refund with proof of a valid receipt until the 31st of January 2024.
UK customers can make free returns easily within 28 days of receipt, items must be returned in their original condition with proof of purchase.
For online returns we strongly advise all customers ensure they label their parcels with 'return to sender' address details in case of any further government restrictions for delivery carriers.
For a refund items must be unused, returned in the original packaging and in a re-sellable condition.
Removing any 'do not remove' labels will invalidate any returns.
For reasons of hygiene we are unable to refund or exchange earrings for pierced ears. We are also unable to return gift cards.
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.
Your statutory rights are not affected.
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. For full details on returns, please go to the returns section on our website.
If an item has been purchased via a store in person or via phone and item shipped to them, returns can be sent to our DC for a refund to be processed (the customer can use Collect+ link in returns page, using store name or receipt ID as order reference). Receipt to be included (retain a hard copy or photo just in case). Returns turnaround same as online. Customer will be notified by email that return has been received and refund credited within 5 banking days.
When will I get my refund?
I’ve missed the returns deadline.
Can I exchange an order purchased online via the website?
Do I need to obtain a tracking number for my return?
I have returned my order to you but haven’t received my refund yet.
I ordered online and have received the wrong item(s).
My order has arrived damaged or faulty – I need to return it.
My garment has developed a fault.
What happens if I forget my password?
How do I create an account?
I need to return an item but do not have my receipt.
How do I change my personal details?.
How do I unsubscribe from emails?
How do I contact your data commissioner?
Where is my local store?
Where do I find information on sizing?
Can I have more information on products?
I would like to make a complaint.
Do Whistles charge VAT on non-EU purchases?
Do you offer an NHS staff discount?
and claim your unique discount code.
Are you getting more stock in?
NHS 15% Discount
Is my local store open?
Will the fitting rooms be open in-store?
Do I have to wear a mask in-store?
Will my online order be delivered on time?
How long will I have to wait for a refund?
How do I contact your Customer Service team?