Returns Policy
Returns
COVID-19 UPDATE: 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 15-20 days of you returning the items.
- All orders placed before 10th September 2020 may be returned within 60 days of purchase.
- Orders placed after the 11th September 2020 may be returned within 28 days 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.
- 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.
- 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.
- 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 15-20 days of you returning the items.
- You will receive an email to confirm your refund.
RETURN of GOODS BY COLLECT+
Returning online 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.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 15-20 days of you returning the items. You will receive an email to confirm your return has been processed.
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.
Bridal returns
Arrange a collection for your Bridal returns.
If you decide to return a piece from our Whistles Wedding collection we’d like to ensure the experience is as smooth as possible. Our in-house Customer Care team will handle your return from start to finish. Simply email enquiries@whistles.co.uk with the subject line BRIDAL RETURN and the details of your order (order number, item you wish to return, contact number and collection address). We will be in touch to arrange collection of your item.
Once your return has been collected and delivered back to our warehouse, we will send an email to confirm your refund. Your return will be processed within 5-10 working days.
Unfortunately we cannot accept Bridal returns in store, however you are still welcome to use our other returns method by post.