FAQ

On Sunday 11th October, TFG London identified a cybersecurity incident affecting some of our IT systems. We immediately activated our business continuity plans, brought in external cybersecurity experts and informed the relevant authorities.

Unfortunately, our investigation has shown that some personal data has been accessed. We are contacting all of our customers as a precaution. This does not mean that your information was affected, and our investigation into exactly which information has been accessed is continuing.

Our investigation is ongoing, but the nature of the incident means that some personal customer data has been affected. This does not mean that your information was affected, and our investigation into exactly which information has been accessed is continuing.

This may include:

Contact or delivery details, including your name, email address, phone number and postal address.
Order information, including items ordered.
Limited payment information, such as the last four digits of a payment card. This does not This information cannot be used on its own to make a payment..

Our investigation has not identified any evidence that account login information or passwords were accessed.

You do not need to take any immediate action. As a precaution, we recommend being alert to unexpected emails, calls or text messages, as the information affected could potentially be used to make scam or phishing communications appear more convincing. If the information affected includes the last four digits of your payment card, these digits are not sufficient on their own to make a payment using your card

There are some simple steps you can take to help protect yourself:

Be cautious of emails, texts or calls asking for passwords, login details or personal or financial information.
Use strong, unique passwords for your important online accounts.
Use two-factor authentication wherever it is available.
Be particularly cautious of unexpected communications claiming to be from Whistles.

Whistles will never ask you to provide your password or full payment card details by email, text or phone.

If you receive a suspicious communication, please don't engage with it. You can report suspicious emails to the National Cyber Security Centre at report@phishing.gov.uk

Yes, all our stores and website are fully operational and you will continue to receive normal communications from Whistles. However, please be cautious of emails, texts or calls asking for passwords, login details or personal or financial information. Whistles will never ask you to provide your password or full payment card details by email, text or phone.

If you receive a suspicious communication, please don't engage with it. You can report suspicious emails to the National Cyber Security Centre at report@phishing.gov.uk

These emails are all about the same incident involving TFG London, the parent company of Hobbs, Whistles, Whistles, Inside Story, and White Stuff.

Yes, all our website is fully operational and accepting online orders and returns. We use a third-party payment provider which remains secure.

Based on our investigation to date, the criminal group responsible appears to have been financially motivated and to have targeted our business, rather than having any specific interest in the personal information of any individual. We cannot rule out that information may be misused or published, which is why we are setting out the risks and the steps you can take.

You do not need to take any immediate action. As a precaution, we recommend being alert to unexpected emails, calls or text messages, as the information affected could potentially be used to make scam or phishing communications appear more convincing. If the information affected includes the last four digits of your payment card, these digits are not sufficient on their own to make a payment using your card

There are some simple steps you can take to help protect yourself:

Be cautious of emails, texts or calls asking for passwords, login details or personal or financial information.
Use strong, unique passwords for your important online accounts.
Use two-factor authentication wherever it is available.
Be particularly cautious of unexpected communications claiming to be from Whistles.

Though our investigation did find that limited payment information such as the last four digits of a payment card may have been accessed, this does not include useable payment card details. In addition, payment processing is carried out by a third-party provider and shopping on our website and in our stores remains secure. Of course, if you see anything you do not understand or that looks suspicious on your personal bank account, you should call your bank.

If you have any further questions, please reach out to our customer care teams who will be more than happy to address your enquiries. They can be reached at enquiries@whistles.co.uk

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).

We accept American Express, Visa, MasterCard and PayPal. For more information please visit our Payment section.

No, you can check out as a guest on whistles.com. Simply enter your email address on the sign in page when you proceed to checkout and answer “no” when it asks “Do you have a password?”

If you are experiencing issues with whistles.com please click here to visit the Global –E help centre Click here

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 please click here to visit the Global –E help centre Click here

Unfortunately we are unable to amend an order.

Unfortunately it is not possible to cancel any orders.

For information on shipping, click here to visit. Global-E shipping portal Click here

Please click on the flag icon on our homepage to view the countries/locations that we ship to. If you cannot see your country/location listed, then it is likely that we do not currently ship there.

If your order has not yet shipped, then we should be able to update your address, so long as the delivery country/location remains the same. We cannot change the delivery country/location. Please contact us urgently by clicking on the link Click here if you need to change delivery address.If your order has already shipped, it depends on the delivery method selected:

We have extended our returns policy to allow you to shop confidently over the festive season. Orders placed from 12th September 2026 can be returned until 16th January 2027 .

If you're not completely satisfied with your order you can return it to us within 28 days of purchase. For a refund items must be unused, returned in the original packaging (where possible) 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.ou can return you order through our international partner Global-E returns portal for quick and easy returns. Click here

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.

Currently we cannot exchange an order purchased online via the website.

For returned items, it can take up to 21 business days for the funds to credit back to your original payment method as the below steps need to be followed:

Shipping time to arrive back to our warehouse
Processing and inspection for refund approval
Authorization to finance department to issue refund
It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund.

Should your refund not be processed within the 21 business days, please send us the tracking number for the returned package so that we can investigate further.

We’re very sorry to hear that your package did not arrive in perfect condition. In order for us to follow this up with our shipping partner, we kindly ask you to send photos of: The damaged item The inner and outer packaging Please click on the link below with this information so that we can open a swift investigation with our shipping partner.

We’re very sorry to hear that your package did not arrive in perfect condition. In order for us to follow up with this inquiry, we kindly ask you to send us photos of the faulty item. Please click on the link Click here so that we can open a swift investigation.

To create an account on whistles.com, click here and choose “create an account”. Simply fill in your personal details and click “apply”.

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.

You can change your personal details, such as contact information, billing/shipping address or saved cards, by logging into your account on whistles.com.

To unsubscribe from our emails, please click the link at the bottom of one of the newsletters.

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.

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.

We include information on fabric composition and wash care on our product pages.

We are confident you’ll be happy with our products and services; however, we appreciate that, in some cases, things don’t always go to plan. Here at Whistles, we love to hear your feedback, so should you find any issues with your purchase or feel that our service could be improved. Please let use know though the Global E help centre Click here

Import duties and taxes may apply upon receipt of international orders. These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as:

Country/location of origin of the purchased product
Local VAT rates
Local import taxes

It will be your responsibility to pay these charges if and when asked to by your local authorities. For further infomation visit Global-E Help Center Click here