Returns Policy
Returns
- If you're not completely satisfied with your order you can return it to us within 28 days of purchase using one of the below methods.
- Store Returns: Any store returns purchased from 1st October, will be eligible to be returned within 28 days of our stores reopening. Item/s must be in their original, unworn state together with valid receipt. Item/s purchased in store can also be returned directly to our warehouse by using our free Collect+ service below on the Returns Page. Please use the 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.
- We are focused on processing returns as quickly as possible during this unprecedented time. 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.
- We strongly advise all customers to 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. For reasons of hygiene we are unable to refund or exchange face masks or earrings for pierced ears. Removing any 'do not remove' labels will invalidate any returns.
- Gift Cards are non-refundable.
- Wedding Dresses can only be returned to our warehouse via Post or Collect+ (see below for details) or to our London Flagship store- St Christopher's Place.
LOOKING FOR HELP WITH YOUR RETURN?
Please see our most frequently asked questions and answers:
Still have a question? See our FAQs page for more information on our returns process.
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How long do I have to return?
If your purchase is not suitable, you have 28 days from receipt to return this back to our warehouse or into a standalone Whistles store (exclusions apply). This applies to full price and sale items.
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Where is 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.
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I sent back more than one item, but have only been refunded in part
Your parcels may not arrive back at our warehouse together, please allow up to 14 working days for parcels 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. As parcels may be separated in transit please allow the full 14 working days for all refunds to be processed.
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Can I exchange an item?
We do not offer exchanges through postal returns; your order will be refunded. A new order can be placed for the item or size you wish to change. Exchanges can be made in a standalone Whistles store.
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I returned my order over 14 working days ago
If you have not received an email confirmation of your return and you have already waited 14 working days, please contact our customer services team and let us know your order number and which item(s) were returned, and include a scan or photo of your posting receipt for this to be investigated.
- We are focused on processing returns as quickly as possible during this unprecedented time. With social distancing measures within our distribution centre and Royal Mail, this may take a little longer than usual. We aim to process and refund online orders within 14 working days of you returning the items. Please note it may take 3-5 days for the refund to appear in your account.
- Online purchases can only be refunded at Whistles UK and international standalone stores. Unfortunately, this returns service is not available at Whistles concessions or factory outlets. Please ensure your goods are returned to store within 28 days from the date of receipt, with a dispatch note as your receipt. 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. Wedding Dresses can only be returned to our St Christopher's Place London store or returned to our Warehouse.
- Refunds can only be issued onto the credit/debit card used for payment
UK FREE returns by post
Returning online purchases via post is FREE in the UK.
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.
- 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.
- 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.
- We aim to process and refund online orders within 14 days of you returning the items. 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.
RETURN of GOODS BY COLLECT+
Returning online and store purchases via Collect+ is FREE in the UK.
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.yodel.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
Return of goods purchased over the phone
Returning phone purchases via post is FREE in the UK.
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.
We aim to process and refund online orders within 14 working days of you returning the items. You will receive an email to confirm your return has been processed. Please note it may take 3-5 days for the refund to appear in your account.
International Returns
International customers can return their purchases via post at their own cost through their local postal service.
- 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(s) to:
Whistles Ltd, C/O Noatum Logistics, Unit 1 Horizon Point
Swallowdale Lane, Hemel Hempstead
HP2 7FZ, UK
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.co.uk.