FAQs
Placing Orders
It’s super easy, and no you do not have to create an account to checkout! Simply go to the product page you’d like to purchase, choose the size you’d like, and then click add to cart! Your cart will then pop up and you can either hit checkout or close it to continue shopping. It’s that simple.
If you have any issues ordering online please get in touch and we’ll do our best to help you. You can reach us through our online web chat, call our office on 01760 755296, or email customerservices@whaleofatimeclothing.com
We accept most major credit and debit cards including VISA, Mastercard, Maestro and AMEX. You can also choose to pay using PayPal, Apple Pay or Klarna.
Our warehouse is open Monday-Thursday 9-5pm, Friday 9-4pm, and closed over the weekend and bank holidays.
We do our best to get all of our orders dispatched as soon as possible. All orders are sent the same working day if ordered before 12pm, if placed after 12pm they will be sent the next working day.
All of our customers can get 10% off their order when they join our mailing list, and the treats don’t end there! As a valued subscriber we will be offering you additional flash discounts throughout the year.
To give our student customers a helping hand, we also offer 10% off every shop through Student Beans.
Absolutely! We even have a gift box option at the checkout for an extra £1.70. If you choose not to add the gift box, our orders are shipped in a branded paper bag with the contents wrapped in branded tissue paper with the invoice inside our Whale Of A Time navy folder. Please note that we are unable to put large boxes (orders of a puffer jacket or 2 or more sweatshirts) inside a protective outer bag therefore the postage label will be stuck directly onto the box.
Unfortunately we are unable to offer hand written notes at this time, if you have left a note when you checked out your order this will be printed on the packing slip.
Go to our gift card page, choose the value of your gift cards (tip: if you can’t find the amount you're looking for, you can make it up using multiple gift cards). Once you’ve added your gift card to your basket, head to the checkout! Before you go any further, there are two ways you can gift your e-gift card:
1. Send it directly to their email inbox.
2. Send the e-gift card to your email and forward it to the recipient, OR print it off, and place it inside the card you are giving to the recipient.
So when you check out your gift card make sure to use the email address that you would like the gift card to be sent to.
Once you’ve completed the checkout, we’ll send an email containing a code which you can use next time you checkout.
Gift Card 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.
Your Order
Let us know if you’d like to cancel your order as soon as possible either by emailing customerservices@whaleofatimeclothing.com or calling 01760 755296. Depending on the status of your order, we will do our best to cancel it however this may not always be possible if the order has already been shipped.
Let us know if you’d like to cancel your order as soon as possible either by emailing customerservices@whaleofatimeclothing.com or calling 01760 755296. Depending on the status of your order, we will do our best to cancel it however this may not always be possible if the order has already been shipped.If your order has already been shipped, you may either refuse the delivery or send it back to us stating you would like a refund on the returns form.
Let us know if you’d like to change the shipping address as soon as possible either by emailing customerservices@whaleofatimeclothing.com or calling 01760 755296. Depending on the status of your order, we will do our best to change the shipping address however this may not always be possible if the order has already been shipped.In the case of orders that have already been shipped to the incorrect address, we are unable to offer to replace the order.
We’re sorry to hear that you have received the wrong item in your order. Please send the incorrect item back to us, stating you would like an exchange and the reason code is 9 (incorrect item).Once you’ve posted it back to us, send a copy of your proof of postage to customerservices@whaleofatimeclothing.com and we will dispatch the correct item to you as soon as we can.
Tracking is available on our 24hr and 48hr Tracked shipping options only.
If you have purchased using one of the above shipping options, once your order has been dispatched you will receive a confirmation email, at the bottom of the email will be your tracking number. There is also a button that will take you to the Royal Mail Track and Trace website where you will find all of your tracking information.
Delivery
UK
Standard Delivery Royal Mail (3-5 working days) - £3.50 or FREE on orders over £60.
48 Hour Tracked Royal Mail (2 working days) - £4.80
24 Hour Tracked Royal Mail (1 working day) - £5.50
Special Delivery Royal Mail (guaranteed by 1pm next working day) - £7.90
Worldwide
Standard Europe Delivery Royal Mail (7-9 working days) - £11.90Standard USA Delivery Royal Mail (7-10 working Days - £16.90Standard Rest Of The World Delivery Royal Mail (8-10 working days) - £19.90
Yes, we do ship to Europe and the rest of the world. Here are the delivery services we offer:
Standard Europe Delivery Royal Mail (7-9 working days) - £11.90
Standard USA Delivery Royal Mail (7-10 working Days - £16.90
Standard Rest Of The World Delivery Royal Mail (8-10 working days) - £19.90
We do not collect any taxes or duties on European or International orders, you (the buyer) are responsible for any additional customs charges. We are unable to give any estimates on the cost of these charges as they will differ across the world. If you live outside of the UK and would like to purchase from us, please do your research regarding your local customs charges so there are no unwelcome surprises.
All orders are sent the same working day if ordered before 12pm, if placed after 12pm they will be sent the next working day.
We will not dispatch orders over the weekend or on bank holidays.
If you have opted for standard delivery, your item should arrive within 3-5 working days.
If you have paid for 24 or 48 hr 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.
Please email customerservices@whaleofatimeclothing.com with your order number and what item you’re missing and we’ll aim to get this sent out to you the same day.
Returns
We offer one FREE returns label with all UK orders.
Please complete the return information on the invoice included in your original package. Place it back inside the package and securely seal it ready to be shipped back to us.
Go to Royal Mail - Return an item where you can either download and print your label or take the QR code to your local Post Office to print.
Please remember to retain your proof of postage until your return is complete.
Can't get to the Post Office? No need to panic! Royal Mail offers a collection service for prepaid parcels, click here to book a collection.
Misplaced your Returns Form? Let us know by emailing customerservices@whaleofatimeclothing.com and we’ll send you a new one.
Yes! Our returns policy still applies. To return what you purchased from our trade stand, email customerservices@whaleofatimeclothing.com requesting a copy of our returns form.
Next, go to ‘How do I return my order?’ for the next steps!
We no longer include printed free return labels in every order. You can now download and print your return label from the Royal Mail return portal or you can take a QR code to your local Post Office to get your label printed for you. Please email customerservices@whaleofatimeclothing.com to get your free post label.
Please email customerservices@whaleofatimeclothing.com with your order number and what item you’re missing and we’ll aim to get this sent out to you the same day.
We do our best to process your return as soon as it arrives with us, however during busy periods it may take up to 14 days to process your return.
As part of the Consumer Rights Act you have 30 days from your order being delivered to return a faulty item for a full refund. If an item is deemed to be faulty and was purchased within the last 6 months, they are eligible for replacement only. If you would like to report a faulty item that has been purchased longer than 6 months ago, you will need to provide sufficient evidence that the fault was present at the time the item was delivered to you.
Any item(s) where a fault has been caused due to customer negligence, such as, not following the care label instructions, we will not be held responsible. Only manufacturing faults will be considered.
If you have received a faulty item, please contact us via email customerservices@whaleofatimeclothing.com that includes your Order Number (begins #), information regarding the fault, and images of the fault which will enable us to advise you quickly and correctly on the best resolution. We will contact you in writing to confirm the next actionable steps within 2 working days.
Products
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.
The best place to start is with the product size guide, each product category has its own size guide to ensure you get the perfect fit. If you still feel unsure, get in touch by web chat, email customerservices@whaleofatimeclothing.com, or call 01760 755296 and one of our customer service team will be more than happy to help.
The majority of our stock runs from XXS to XL which is equivalent to UK dress size 6 to 16 or chest size 30” to 42”.
All of our products are designed in Britain, with some being made here, as well as in Portugal and Turkey. To find out more about the production of our clothing head over to our Sustainability page.
Yes you can…and you don’t need to create an account! To start creating your Whale Of A Time wish list go to the product you’d like to add to your list, choose your size, and lastly hit the heart button next to the quantity amount.
To view your wish list, click the heart in the top right of your screen. From here you can remove items or move them straight into your cart.
We may be able to offer some customisation on bulk order. To find out more please email sales@whaleofatimeclothing.com with how many items you’d like to order and what customisation you would like and we will happily discuss this further with you.