FAQs

General

The product I want is out of stock. When will it be back?

If the product you're desperate to get your hands on is out of stock, we highly recommend that you sign up to the back in stock alerts on the product page to ensure you don't miss out when we add new stock online.

Do I need an account to shop online?

No, you can shop with us via our guest checkout without having to set up an account, or you can register by clicking here.

How does being a university representative work and how do I apply?

You can apply by emailing us at pr@whaleofatimeclothing.com. Our uni reps are required to promote the brand in the best way possible on their social media channels and around their universities, they are also given a 10% discount codes to encourage sales. Uni reps are rewarded each month depending on the sales they’ve acquired.

How do the e-gift cards work?

1. Choose a gift card, add to your shopping bag and buy it.

2. Check your email.

3. Send your gift card to the recipient. This can be done in 2 ways: 1) Forward the email to the recipient. 2) Click the 'View Gift Card' button in the email and print the gift card out and place it inside a card of your choosing.

4. The recipient enters their unique code at the checkout.

Terms, Conditions & Exclusions
Gift Cards can be redeemed by UK customers online at Whale Of A Time Clothing only. Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded or exchanged for cash. Gift Cards are valid for 12 months after purchase. Any remaining balance will be cancelled on the expiry of the validity period.

Gift Cards cannot be used to buy further Gift Cards.
Gift Cards cannot be used by customers outside of the United Kingdom.

How do I get one of your seasonal catalogues?

Head over to our contact us page where you can leave your name and address with the subject as 'Catalogue' and we'll get one sent out to you as soon as possible.

Delivery

Where is my order?

All orders are sent the same working day if ordered before 12pm, if placed after 12pm they will be sent the next working day.

If you have opted for standard delivery, your item should arrive within 3-5 working days.

If you have paid for 24 or 48 hour tracked delivery, you can find your tracking code by clicking the link at the bottom of your order confirmation email.

If your parcel still hasn’t arrived, please email customerservices@whaleofatimeclothing.com or call 01760 755296.

When will my order arrive? What are your order cut off times?

All orders are sent the same working day if ordered before 12pm, if placed after 12pm they will be sent the next working day.

UK Delivery Options:
Standard Delivery Royal Mail 3-5 Working Days: £4.60
24 Hour Tracked Royal Mail 1 working Day: £6.85
48 Hour Tracked Royal Mail 2 Working Days: £5.85

International Delivery Options:
Standard Europe UPS Delivery 7-9 Working Days: £12.95
Standard USA UPS Delivery 7-10 Working Days: £13.95
Standard Rest Of The World UPS Delivery 8-10 Working Days: £14.95

Do you do International delivery?

We are proud to offer international delivery to our customers. The delivery costs are as follows:

An item is missing from my order. What should I do?

Please email customerservices@whaleofatimeclothing.com with your order number and what item your missing and we’ll aim to get this sent out to you the same day.

Returns

Can I return/exchange an item that was purchased at a show?

Orders can be returned for a refund within 21 days of purchase or can be exchanged within 30 days of purchase. All items returned must be in the same condition (i.e. not worn or washed) as when you purchased them with all the labels still attached. You will find a returns form and free post label inside your original order, if you misplace either of these please contact our customer services team at customerservices@whaleofatimeclothing.com.

How do I return my order?

All items can be returned for a refund (within 21 days of purchase) or exchange (within 30 days of purchase) providing that they are in the same condition (i.e. not worn or washed) as when you purchased them with all of the labels still attached.

To return an item please follow these instructions:

Complete the order details on your returns form and indicate if you would like a refund or exchange.
Remove your free post label from the parcel.
Place the completed returns form inside your parcel and seal.
Secure your free returns label to the front of your parcel and take to your local Post Office.

I’m a UK customer and I need a returns label.

Please email customerservices@whaleofatimeclothing.com to get your free post label.

How long will it take to process my refund?

Refunds can take between 7-10 working days to be issued back to the customer.

My item is faulty, what do I do?

Here at Whale Of A Time Clothing product quality is very important to us and each item is quality checked before being sent out to our customers.

Notification of faults must be given in writing accompanied with photographs (where applicable) to customerservices@whaleofatimeclothing.com. As part of the Consumer Rights Act you have 30 days from purchase to return a faulty item for a full refund or exchange. After the 30 day period, any faulty items are eligible for exchange only. All returns of defective products will be examined once they have been received by us and we will notify you if you are entitled to a refund or exchange via email within a reasonable period of time. We will not be able to issue exchanges against items with normal wear and tear. Nor does it apply to items that have been damaged by misuse, accident, or modification.

Please do not return damaged or faulty goods without contacting us first. We are unable to refund any postage costs incurred if you return damaged items without contacting us.

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