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
firstname.lastname@example.org 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 the telephone.
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 email@example.com.
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
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
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
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 UK 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
Do you offer Click and Collect?
Please note: this delivery option is
only available in our UK 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
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 next
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 period.
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
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?
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
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?
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 telephone.
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
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
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 refund
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 it.
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
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 email@example.com
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
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 purchase.
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”.
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
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 further advice.
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 order.
Do you offer an NHS staff discount?
We are happy to offer 20% off full-price
products, excluding Whistles Wedding, Whistles collaborations, and branded products,
to NHS staff through the Blue Light Card website. To redeem, please click here
and claim your unique discount code.
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.
We are happy to offer 20% off full-price
products, excluding Whistles Wedding, Whistles collaborations, branded products and
gift cards, to NHS staff through the Blue Light Card website until 31st October
2021. To redeem, please click here
and claim your unique discount
code. Please click here
our full terms and conditions.
Will the fitting rooms be open in-store?
Yes, our fitting rooms are available to use across our Whistles store locations. Our team will continue to take the necessary precautions to guarantee a safe shopping experience for everyone but please feel free to contact your local store ahead of your visit using the details on our Store Locator.
Do I have to wear a mask in-store?
From July 19th, the government has advised there is no longer a legal requirement to wear face coverings in indoor settings, however, it is still advised that face masks should be worn in our store locations within Scotland, Northern Ireland and the Republic of Ireland. Hand sanitiser will remain available throughout all our store locations for our teams and our customers to use readily.
Will my online order be delivered on time?
Whistles.com is currently operating as normal and we are doing all we can to ensure parcels are delivered within the usual time frames. All current delivery services remain available to our customers, however, some international delivery times may be slightly delayed due to local government restrictions. Please read the details on our delivery page for further information on our delivery partners and how physical contact will be minimised for deliveries during this period.
How long will I have to wait for a 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 telephone.
How do I contact your Customer Service team?
We love to hear from you, so if you’d like to get in touch about your online order, our stores or current collections, our team is here and ready to help. The quickest way to get in touch is to send us a message on our Live Chat function on our website (Monday to Friday: 8:00 to 19:00, Saturday: 9:00 to 18:00, and Sunday: 10:00 to 16:00 GMT). If you have any questions regarding your return or when you should expect your refund, we kindly ask you to wait 14 working days from the point of posting before contacting the team. Alternatively, you can track your order by clicking here.
You can purchase gift cards online or in
standalone stores. If you have an older Black card, to redeem please contact our
Customer Service Team on 0330 363 3363 or email at firstname.lastname@example.org.
If you have a new White card these are redeemable both online and in our standalone
stores. Gift Cards are non-refundable.