Frequently Asked Questions
It's easy. Simply select an item from anywhere on this site,
choose your preferred colour and size and then add it to your
shopping basket. Once you have finished shopping, follow the
checkout procedure to purchase your item(s).
Can I place an order by phone?
Absolutely! Using the ‘Check Stock in Store’ link on the
product page, you can see product availability in your local
Whistles store. Choose the store that you would like to order
from and give them a call during working hours. Alternatively
call us on 0330 363 3363 or email
email@example.com with details of what you’d
like to purchase and we’d be happy to place an order for you.
Please note that gift vouchers are unable to be redeemed over
Can I redeem a gift voucher online?
Customers are currently unable to redeem gift vouchers online.
However you can redeem it in any of our standalone stores.
How can I pay for my order?
We accept American Express, Visa, Visa/Delta, Visa Electron,
Maestro, MasterCard and PayPal. For more information please
visit our Payment section. If there are any payment methods
you would like us to accept, please do let us know at
Can I shop in other currencies?
Yes, customers can shop in British Sterling £, Euros € (this
excludes the Republic of Ireland), US Dollars $ and Swiss
Francs CHF. You can change your currency by selecting the
currency icon at the top of the site. Please note, we require
US customers to pay for items in US dollars.
I’m having trouble placing an order online.
If you are experiencing issues with whistles.com please
contact us on 0330 363 3363 or email us at
firstname.lastname@example.org. 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 0330 363 3363 or
email@example.com with details of the order you
tried to place and we can do it for you.
Is it possible to cancel my order?
Unfortunately it is not possible to cancel any orders, however
we do offer free UK returns. For more information please check
our returns policy or alternatively, you can call us on 0330
363 3363 or email us at firstname.lastname@example.org.
Do you offer student discount in store and online?
We currently only offer student discount in-store.
Why has your Order from Store service disappeared?
From July 2018, all of the items we sell on our website show
availability across our brand estate, including our solus
stores. We ship orders from our DC as well as our stores. This
means that the Order from Store service has become redundant
as customers can buy directly from a store.
Which courier do you use?
We use Hermes and DX for all UK standard, next week-day and Saturday deliveries. We 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 sent in up to 3 parcels. You will
receive a dispatch confirmation for every shipment
highlighting the products in each parcel.
Do you deliver to my country?
We currently deliver to over 60 countries worldwide. For a
full list please refer to our Delivery page.
Can I place an order online and collect from a store?
Please note: this delivery option is only available in our open stand alone stores.
Yes, you can collect your online order from any Whistles
standalone store for free. Simply select “Click & Collect” on
the checkout delivery page, enter your delivery postcode and
then select which Whistles store you would like to collect
from. We will send you an email and an SMS when your parcel
has arrived in store.
Do you offer Click and Collect?
Please note: this delivery option is only available in our open stand alone stores.
Yes. In addition to offering our collect from store service.
you can also choose to collect your order from over 4000
HubBox Collect Points Nationwide for free. Simply select
“Click & Collect” on the checkout delivery page, enter your
chosen delivery postcode and select the HubBox location most
convenient for you. HubBox will notify you via email when your
parcel arrives. This will include a Collection Code for a
secure hassle-free collection.
I need to request a change of address.
Please call us on 0330 363 3363 or email at
email@example.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 placed an order using standard delivery, can I upgrade to
We’re sorry but once your order has been placed it’s not
possible to change your delivery choice.
I have not received my delivery within the specified time
Please allow 3-5 working days for standard delivery orders to
arrive. If you have not received your parcel after this time,
please call us on 0330 363 3363 or email at
firstname.lastname@example.org including your order number so
we can investigate for you.
What is a Hubbox Collection?
You can place your order to collect from a convenient location near to you. These are usually collection points in local supermarkets or shops, dry cleaners or repair shops. Please be advised that the store offers a collection service only, they will be unable to return your order if you change your mind or do not wish to collect. The store will hold your parcel for 10 days from the date of delivery. If you are unable to collect your parcel in this timescale please let us know as soon as possible so we can arrange for it to be held a little longer for you. If you do want to continue with your purchase, please collect and return using the returns instruction provided in your parcel, obtaining a proof of posting as record of your return.
I ordered with next day delivery/ 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 2pm GMT, will be delivered the next working day.
Any orders placed after 2pm or on a bank holiday on this
service will be delivered within 2 working days. Orders placed
at the weekend will be dispatched on the following Monday. To
receive your order on a Saturday service, you must place your
order by 2pm on Friday, otherwise your delivery will take
place the following Saturday.
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+
Please check out our returns page for more details.
What is your returns policy?
Extended Christmas Returns: Purchases made between 31st October to 24th December 2020 can be returned for a
full refund up to 28th January 2021. As usual, items must be returned in their original condition with proof of purchase.
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.
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?
With social distancing measures within our distribution centre and Royal Mail, this may take a little longer than usual. Please allow 14 working days for returns to be received by our distribution centre and processed from the date of posting. Please note it may take 3-5 days for the refund to appear in your account. You will receive an email to
confirm your refund, however if after 14 days you have
not heard from us please contact us by web chat, email or
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
or exchange the item in one of our stores. You can use the
“Check stock in store” link on the product page to see which
stores have the size that you need.
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 proof of postage.
I have returned my order to you but haven’t received my
Your return will take 14 working days to be delivered to our warehouse and to be processed. Please note it may take 3-5 days for the refund to appear in your account. You will be notified via email once your return is complete and refunded. Please allow the full 14 days after the delivery for our returns team to process your order and refund. If it has been longer than 14 working
days and you haven’t received an email from us, then please
contact us on 0330 363 3363 or email us at
email@example.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 0330 363 3363 or email us at
firstname.lastname@example.org so that we can help you.
My order has arrived damaged or faulty – I need to return
Please complete the returns form found in your parcel,
detailing the fault, and use the freepost returns label to
return the item to our warehouse. Items can also be returned
to any Whistles UK standalone store.
My garment has developed a fault.
If you believe your item has developed a manufacturing fault,
please download and complete this form
. Please then send the completed form back to our Customer Care team at
along with a picture showing the fault, if possible.
You will then be
contacted via email within 48 hours to discuss how to proceed.
You have certain statutory rights under the Consumer Rights
Acts 2015. If goods are found to be faulty within 6 months
from the date of purchase, you will be entitled to either a
repair, a replacement or a refund.
What happens if I forget my password?
Our customer service team is able to locate any online orders
using your order number. If, however, you purchased at one of
our stores we will accept a bank statement as proof of
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
I need to return an item but do not have my receipt.
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 email@example.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.
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
Please visit our store finder to find your local Whistles
stockist including contact details and opening hours.
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 0330 363 3363 or email at
firstname.lastname@example.org for further advice.
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
email@example.com or visit any of our stores for
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 0330 363 3363 or
email at firstname.lastname@example.org and we will do our
best to resolve any issues.
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. If you order
products from the site for delivery outside the EU, they may
be subject to import duties and taxes which are levied when
the delivery reaches the specified destination. Please note
that you will remain responsible for payment of any such
import duties and taxes. We recommend you contact your local
customs office for further information before placing your
Are you getting more stock in?
If an item you are looking for has sold out online, this means
there is no stock across our solus stores either. You can use
the “Check stock in Store” link on the product page to see if
it is available in a department store. If you are enquiring
about an item that you have seen in the press or look-book or
need further assistance please contact us on 0330 363 3363 or
email at email@example.com
providing the item
name and which size you are looking for.
Changes to how we deliver
All current delivery services remain available to our customers, please read the details
at the bottom of our delivery page
for further information on our delivery partners and how physical contact will be minimised for
deliveries during this period.
With social distancing measures within our distribution centre and Royal Mail, this may take a little longer than usual. Please allow 14 working days for returns to be received by our distribution centre and processed from the date of posting. Please note it may take 3-5 days for the refund to appear in your account.
Our customer service team are now working remotely Monday - Friday
9am - 6pmbut are still very much here for you. If you have questions
relating to a return or refund, we kindly ask you to wait 14 working days
from the point of posting before contacting the team. Our delivery
and returns pages are updated daily and don't forget that you can
track your order here