FAQS - Frequently Asked Questions

Account and Payments

How can I register and place an order?

If you would like to login or register at www.whistlertree.co.uk - please go to our Customer Login Page. If you prefer not to register you can still checkout as a guest. Although it is not required to register to place an order, doing so will speed up future checkouts enabling us to retrieve your billing and shipping information.

Why should I register on www.whistlertree.co.uk?

Creating an account allows you to:

- Store shipping and billing addresses to speed up your checkout.
- Easily access your current order details and history.
- Receive notifications of new collections, products or sales

What payment methods do you accept?

Credit Cards: Visa, MasterCard, Maestro, American Express

We also support Apple Pay, Google Pay ShopPay

Shipping

When will my order be despatched?

We will start processing your order as soon as the bank accepts your payment. If you encounter any problem processing a transaction, please contact customercare@whistlertree.co.uk. All items purchased will be despatched after the payment is cleared.

How long will it take for my order to arrive?

UK customers (excluding the Channel Islands) can choose Standard Delivery - which is free and should arrive within 3 to 5 days from order. Items will be sent using Royal Mail’s “Tracked and Signed 48 hour delivery service”

UK customers (excluding the Channel Islands) can choose Express Delivery – at a cost of £4.95 per item – orders must be placed before 12:00 noon for same day despatch using Royal Mail’s “Tracked and Signed 24 hour delivery service”

Express orders placed on Mondays to Fridays will be despatched the same day – express orders placed on weekends or bank holidays will be despatched on the following Monday or the first working day

Customers in Europe and the Channel Islands will be charged £9.95 per item and sent using Royal Mail’s “International Tracked & Signed delivery service”

For delivery to other destinations, please contact customercare@whistlertree.co.uk for further information or quotation.

Can I track my order?

Yes. We offer a tracking service for added peace of mind.

My tracking link doesn’t work

Once your item has been dispatched, you will receive an email with a tracking number. If your tracking link doesn’t work, try again later. If the error persists, please contact customercare@whistlertree.co.uk.

I want to change my order

If you wish to make changes on your order, please contact customercare@whistlertree.co.uk as soon as possible. We will do our best to accommodate any modifications whenever possible. However, if your order is already processed and shipped we won’t be able to fulfil your request. 

I want to cancel an order. What should I do?

If you wish to cancel your order, please email customercare@whistlertree.co.uk as soon as possible. 

How does the returns process work?

Intended returns must be notified to us within 14 days. Customers then have a further 14 days to physically return the goods (in original packaging).

A postage paid returns label will be sent to the customer for printing at home (or the post office) – the label can then be attached to the parcel and dropped off at your local post office.

Whistler Tree uses Royal Mail’s “Tracked and Signed 48 delivery service” for returns (irrespective of how the items were originally despatched)

Unfortunately Whistler Tree cannot meet the cost of returning non-UK orders – they must be borne by the customer.

Returns should be sent to:

Products

Where can I buy Whistler Tree products?

Currently all our products are online at www.whistlertree.co.uk

Do Whistler Tree products have a warranty?

Yes. Whistler Tree products are warranted against defects as outlined below:

• Up to 30 days: If your goods are faulty, then you can get an immediate refund.
• Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

If you feel something is amiss on an item purchased at www.whistlertree.co.uk, we vow to repair it at our own cost. If said item is eligible for our warranty policy and cannot be repaired, we will send an exact replacement.

If we no longer have stock available for a replacement, we will issue a Whistler Tree gift card for the purchased price of the item or a refund.

Please note: Our manufacturer's warranty does not cover normal wear and tear, neglect or accidents. 

Examples of what is not covered under our manufacturer's warranty:
- Damage from adhesives
- Damage from pets
- Discoloration or dampness from storage or exposure
- Exposure to chemicals 
- Improper care
- Lost or stolen items
- Scratches, spots, or marks from normal use
- Stains or color transfers

Repairs: After inspection, eligible items will be repaired as quickly as possible from receipt

Replacements: After inspection, a replacement item will be issued and despatched as soon as possible

Refunds:  After inspection of a returned item a refund will be issued and your account credited within 7 days

If a returned item fails to meet our repair, replacement or refund criteria, we will contact you with options to proceed.

Please note: As per company policy, the customer is responsible for shipping the product back to our warehouse.  All returned packages must be sent with a tracking number. Whistler Tree cannot be held responsible for any returned packages. If you have any questions please contact us.

Where can I find measurements of Whistler Tree products?

You can find all the information regarding Whistler Tree products in the corresponding product page.

What are Whistler Tree products made of?

Whistler Tree products are crafted out of cork fabric: a high-quality sustainable resource, which we believe is the perfect alternative to animal leather. Unlike the heavy chemical processing of leather, cork leather production is chemical-free. After being harvested, cork is left to air dry for six months and then boiled and steamed. Heat and pressure are applied to press it into blocks, which are later sliced in thin sheets that can be transformed into a multitude of cork leather accessories. Because of the simple and natural processing, cork fabric retains all the qualities “raw” cork is known for, namely the lightness, water resistance, stain resistance, slow burning, softness and uniqueness. This is for our handbags, backpacks, purses and tote bags.

How will Cork products age?

The quality and suppleness of cork fabric products can only be compared to that of leather goods. But, unlike leather, cork fabric is 100% natural and vegan, water repellent, stain resistant and scratch-proof. Another advantage of cork fabric over leather is that it’s very low-maintenance. To keep your vegan cork accessories in good shape, all you need to do is clean them with water and soap. Your new cork accessories will age in a nicely kept manner, lasting you for years to come, with added character.

Can I get my Whistler Tree Cork products wet?

Thanks to its natural suberin coating — suberin is a waterproofing waxy substance found in cork — cork accessories are practically impermeable to liquids and gases. Thanks to cork’s natural resistance to moisture, your cork item will endure adverse weather conditions and age gracefully. 

What is the durability of cork accessories?

The quality, durability and suppleness of cork accessories can only be compared to that of high-quality leather goods. Like most leather accessories, cork accessories have a lifespan of several years, aging with style and character. Unlike leather, cork fabric is 100% natural and vegan, water repellent, stain resistant and scratch-proof. Cork wallets and handbags are also low maintenance - there is no need to have your products professionally cleaned. To keep your vegan cork accessories in good shape, all you need to do is clean them regularly (and gently) with water and soap.

How should I clean my cork products?

Cork is naturally stain and water resistant. To improve the durability of your cork item and keep it in top shape, you should clean it regularly with water and soap, using gentle circular motions. To perfectly clean your Whistler Tree cork accessory, follow these instructions: 

1. Fill a container with warm water. If your item is very dirty (or if you prefer it) you can add a few drops of a mild dish-washing detergent or a mild liquid detergent (like those formulated for delicate fabrics and materials) and mix it in. 

2. Dip a soft, clean cloth into the detergent solution and wring it dry. Get your item and sweep off all the visible dirt.

3. Put your cloth back into the solution and wring it a little less the second time. Start rubbing the surface in circles as gently as you can.

4. Don’t forget to go easy on the surface. Once you feel you’re done with all the dirt, you should get a clean soft cloth and wipe the item clean. Allow it to dry.

- Use a soft cloth. 
- Don’t use more detergent than recommended. 
- Don’t use “cork cleaning products”. To clean your cork wallet or bag all you really need is soap and water.

I would like to sell Whistler Tree products.

We are always interested in developing new business relationships with retailers and distributors interested in reselling the Whistler Tree brand. Please email us on customercare@whistlertree.co.uk and we'll get in touch as soon as we can.