ORDERING INFORMATION

How do I order from the site?

First time customers will need to go through the registration process before being able to order online. Once your account has been validated and activated, you will be able to:

• Checkout faster

• Save multiple shipping addresses

• Access your order history

• View outstanding invoices

• Track new orders

• Save items to your Wish List

Please note that account validation can take up to three working days to complete, although we aim to get back to you within one working day.

Registered users can log in using their email address and password. Once you have logged in, simply add your selected items to the shopping cart. After you have reviewed your items in the cart, you can then proceed to checkout using our secure server.

There is no minimum order value. All items are sold in cartons, with each carton containing a full size ratio. Ratios and carton sizes are available to view on individual product pages.

We currently only ship web orders to locations within the mainland UK. If you are based outside of the UK and would like to place an order over the phone, please call our sales agents on: +44 (0)161 831 3700 (Mon - Fri 9:30am - 6pm GMT).

Delivery charges will be automatically calculated at the checkout. Shipping is free for orders where the quantity of cartons purchased is five or above. For orders containing less than five cartons, a flat rate of £2.50 per carton (excluding VAT) will be charged. For example, if you order three cartons, the shipping cost will be £7.50 (excluding VAT).

Please contact our customer service team using the contact form if you require assistance.

Alternatively, you can call us on: +44 (0)161 831 3700 (Mon - Fri 9:30am - 6pm GMT).

Is there a minimum order?

No, there is no minimum order quantity.

If you would like to place a larger contract order, please contact Vijay Patel (vpatel@whisperingsmith.com) or Steven Jordan (sjordan@whisperingsmith.com) for further assistance.

Can I amend my order?

Please contact us as soon as you can to let us know if you need to amend your order. We will do our best to make the changes for you before your order is dispatched, however we cannot regretfully guarantee that it will be possible in time. You can contact our customer service team on +44 (0)161 831 3700 (Mon - Fri 9:30am - 6pm GMT). Alternatively, you can use our online contact form to speak to us via email.

Can I return my order?
If you need to return your order, please contact our customer service team via our contact form with your name, order number, which items you would like to return and a reason why so that we can assist further. We reserve the right to charge a handling fee for returned items.
Do you only sell in cartons?
As we are a wholesale company, all of our items are sold in cartons. Unfortunately, we are unable to split these cartons up.
Can I be notified when items are restocked?

Popular items can sell out very quickly so please sign up to our email newsletter to be notified when products come in. If we do not restock a particular item, you may be able to find similar products in our New In section.

Can I order from outside the UK?

We cannot currently accept orders from outside of the UK. If you would like to visit our showroom or speak to a member of our sales team over the phone, please see: https://www.whisperingsmith.com/locations

Is VAT included in the price?
If you do not provide us with a VAT number when you register, we will add the 20% VAT on to your total price at the checkout stage.
What should I do if I do not receive my order?
In the unlikely event that you do not receive your order, please contact our customer service team as soon as possible using our online contact form. We will then begin an investigation with the courier to learn what has happened; we will contact you by phone or email to get the problem resolved for you.
How can I pay for my order?

We take your security very seriously, so your details are safe with us. You can pay securely for your order via SagePay with Visa or Mastercard.

We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

To add your card details, just login to your account and scroll down to the Wallet section. From here, you can add your payment details and save them to your account. When you come to pay for your order, you can select one of your saved payment methods to pay for your order. If you don’t want to save your payment details to your account, then you can also enter them when you come to pay for your order.

If there are no payment details saved to your account, then you’ll be asked to enter them when you click Pay Now.

ACCOUNT HELP

What should I do if I can't sign in to my account?

You must sign in to your account before you can shop with us or if you want to view or track your orders. If you receive a message that says that your email address or password isn't recognised, please make sure you are using the same email address and password you registered with. If you can't remember your password, click on the Forgotten Password link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account. If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes. If after this you still can’t sign in, contact our customer service team using the contact form, giving as much detail as you can about the issue including screen shots of any error messages you get and what you’ve done so far to try to resolve it.

How do I close my account?
If you no longer require your Whispering Smith account, please send us an email using our online contact form and we will deactivate it for you, provided you do not have any outstanding orders.
How do I enter an address on my account?

You can add, remove and update your address details by logging into My Account and clicking on the Edit/Add button in your Address Book.

If your address is too long to fit into Address 1, then you can use Address 2  for the second line of your address details.

When entering your postcode, our system will automatically insert a space in the middle of it once you’ve clicked save. Don’t worry though, this happens with all addresses and it won’t affect your delivery or your payment.

Whenever you update or add an address, always remember to click save so that the new details are ready for you next time you shop.

CUSTOMER CARE

Do you have a contact number?

You can contact our customer service team on +44 (0)161 831 3700 (Mon - Fri 9:30am - 6pm GMT). Alternatively, you can use our online contact form to speak to us via email.

What should I do if my order is faulty or incorrect?

If your order is incorrect or faulty please let our customer service team know using our online contact form or by phone: +44 (0)161 831 3700 (Mon - Fri 9:30am - 6pm GMT). Please provide your name, order number and issue so that we can get it resolved quickly for you.

Do you send out samples?

We do not send out samples but you can visit one of our showrooms to see our products up close. Our showroom information can be found here: http://www.whisperingsmith.com/about-us.

What labels are inside your clothing?

90% of our clothing carries the Brave Soul  label. If you would like to speak to us about personalised labels for your company, please see: http://www.whisperingsmith.com/services.

Can I use your product photographs?
We are happy for you to use our images and product descriptions on your own website, however these images should not be used for advertising or marketing purposes.
How do I search for items on the site?

If you know what you are looking for, then simply type it into the Search  box at the top of the homepage and click on the magnifying glass. Or, to browse through what's available, select a category from the Shop dropdowns under Women's  and Men's. You can then narrow your search by selecting a product type, size, colour etc. from the options on the left-hand side of the page. Found what you want? Add it to your shopping cart and when you’re done shopping, follow the instructions on screen to complete your order.

What is a 'Wish List'?

You're able to save items for later in your Wish List for 60 days, so if you're browsing the website and aren't ready to buy anything straight away, you can save the item in your Wish List ready for when you want to buy - and you can keep tabs on your must have items in the meantime.

Once an item is added to your Wish List, you'll be able to see if an item has reduced in price since adding it to your saved items list, if the item is out of stock in your chosen colour/size or if it's out of stock completely. You'll even be able to see if the item is low in stock so you can snap it up before it goes out of stock.

The Wish List  button is heart shaped and is on each product page. When you save an item for later, it will be added to your Wish List for 60 days. After 60 days, the item will be removed from the list. To view your Wish List, just click the 'heart' icon at the top right hand side on any page of the website.

Please note, saving an item in your Wish List does not reserve the item for you - items placed in your Wish List can still be bought by other customers. Items can only be reserved for you for 60 minutes, once they're added to your shopping cart. If they stay in your shopping cart for longer than 60 minutes, then they'll be automatically moved to your Wish List, where they will no longer be reserved for you.

If you would like to receive a quote from your Wish List items, you will be able to email this to customer services who will be able to quote on this for you.

DELIVERY INFORMATION

How much is delivery?
Shipping is free for orders where the quantity of cartons purchased is five or above. For orders containing less than five cartons, a flat rate of £2.50 per carton (excluding VAT) will be charged. For example, if you order three cartons, the shipping cost will be £7.50 (excluding VAT).
What time can I expect my delivery?

Delivery via TNT can take up to three working days. They do their utmost to deliver between 8am – 10pm, however on occasion they can deliver outside of these hours.

Do you drop ship?
We do not offer a drop shipping service.
Has my order been shipped?
We will email you to confirm that your order has gone through successfully. You will then be able to see the status of your order by logging in to your account on the website. Delivery can take up to three working days.
Can I have my parcel redirected to a different address?
For your security we aren't able to change the address that your order is being sent to. Don't worry – if you're not in when a delivery is attempted, our courier will leave a card advising how to arrange a redelivery or where you can pick your parcel up from.

RETURNS INFORMATION

How do I return my order?

If you need to return your order, you must contact our customer service team before sending your items back. You can contact us by phone or by using our online contact form with your name, order number and a reason why you wish to return your order so that we can assist further.

Please ensure your returned box is marked clearly with your order number. All items should be returned in their original condition/packaging and the outer box should be clearly marked with your order number. You are responsible for the goods until they are received at our warehouse and we will not be liable for any loss or damage incurred whilst returns are in transit or for the return postage costs.

Our returns address is: Whispering Smith Returns, 245 Briscoe Lane, Newton Heath, M40 2ST.

We recommend sending the goods using an insured and traceable delivery service providing signed proof of delivery.

We reserve the right to charge a handling fee for returned items of up to 20%. Once we have received your returned items, we will issue a refund via your original payment method. We will process your return within 14 days of receiving it back in our warehouse. Please be aware that refunds can take up to 7 working days to show back in your account depending on who you bank with.

Have you received my return?
We advise you to allow up to 14 days for your refund to be processed; we will email you with confirmation of your refund or store credit as soon as it is issued. Please ensure that you keep your proof of postage until your return is fully processed. We are not liable for any loss or damage incurred while returns are held by third parties.