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 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 firstname.lastname@example.org.
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 email@example.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 0330 363 3363 or firstname.lastname@example.org 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 email@example.com.
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 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 store.
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 hassle-free collection.
I need to request a change of address.
Please call us on 0330 363 3363 or email at firstname.lastname@example.org 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 day?
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 email@example.com 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?
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?
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 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 refund yet.
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 firstname.lastname@example.org 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 email@example.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 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 firstname.lastname@example.org
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 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 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 firstname.lastname@example.org.
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 email@example.com 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 firstname.lastname@example.org 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 email@example.com 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 firstname.lastname@example.org
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
to see our full terms and conditions.
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
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 email@example.com. If you have a new White card these are redeemable both online and in our standalone stores. Gift Cards are non-refundable.