Frequently Asked Questions

Frequently Asked Questions

Delivery

Payments

Products

Your Order

Returns

Delivery

What courier do you use for deliveries?

We use the Royal Mail Signed For service to send all of our UK and international orders, including Saturday Guaranteed delivery.

Number six reserves the right to use discretion in any circumstance to use an alternative delivery method.

How long does delivery take?

UK orders made before 3pm will be dispatched that day. Orders made after this time will be dispatched next business day.

UK orders placed after 3pm on Friday - will be delivered on the following Monday

International orders - generally between 1 and 3 working days**

**International delivery times may vary, particularly if shipments are subject to customs and duty procedures beyond our control.

How much is delivery?

Please refer to the following page for all our shipping costs - http://www.numbersixlondon.com/delivery-costs/

How do I know if my item has been dispatched? Can I track my item?

You will be sent a dispatch confirmation email as soon as your order has been processed. You will then receive another email confirming your order has been shipped. This email will contain your Royal Mail tracking number.

Please visit:

www.royalmail.com/track-your-item

Please note tracking numbers are only active and trackable two hours after the order has been dispatched from Royal Mail.

What if I'm not home when it's delivered?

If a Royal Mail shipment cannot be delivered, a card will be left and they will attempt re-delivery. If delivery is still unsuccessful, a card will be left and the parcel returned to the nearest post office, from here collection or re-delivery can be arranged. Should this fail the parcel will be returned to Number six and we will contact you directly.

Alternatively, if you think you may not be home, you can arrange for a neighbour or friend to accept and sign for the order in your stead.

For further information please contact our customer service team via email, or phone on +44 (0)207 392 9686.

Can I change the delivery address?

We do provide the option to ship to an address different to the billing address for orders placed online. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.

If you have made a mistake with your delivery details please contact us immediately and we will try to amend them.

Orders placed over the telephone must be shipped to the billing address.

If the order has already left our warehouse, then the delivery address cannot be changed.

Do you deliver to my country?

We deliver to almost all countries worldwide.

Do I have to pay customs & import charges if I live outside of the EU?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It's a good idea to contact your local customs office for current charges before you order, so you are aware of the charges you may face.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

The customs department of my country have asked me for further information. What should I do?

Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email, info@numbersixlondon.com. We will do our very best to help resolve the matter as swiftly as possible.


Payments

Is it safe to order online?

Yes. We use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each card payment.

Which credit cards do you accept?

We currently accept the following credit cards online, in our store and on telephone orders - Mastercard, VISA, American Express, Switch / Maestro, Visa Debit, Delta and Electron.

What currencies can I use?

You can view Number Six Website in your desired currency by selecting it from the currency dropbox located on the top right hand corner of our homepage.

We only accept payment in GBP or Euros at checkout. However, upon selection of the preferred currency, we will provide you with an approximate conversion.

*Please note your transaction will be subject to the Current Currency Conversion, which fluctuates daily, and your bank may charge you an International Transaction Fee.

Do you accept gift vouchers?

We accept valid Number six Online GIFT CODES in our webstore.

Can I use a different payment method?

Yes. You can use Store Credit and PayPal. We do not accept cheque or store cards.

When will my card be charged for my order?

Your card will be charged the full cost of the order as soon as it is placed.


Products

Are all of your products genuine?

Yes, we are licensed stockists for all of our products. They are 100% authentic.

Do you have more sizes available?

Our Website is a clear representation of our current stock. If you are unsure about an item then contact our customer support team at info@numbersixlondon.com.

Will you be getting more stock?

We do our best to re-stock popular items. However, due to the limited number, handmade or made to order nature of some of the products we stock, this is not always possible. Furthermore, we like to offer new products regularly which means we don't tend to re-stock a lot of our items.

If you would like to ask about a product, size or colour that is not shown, please email or call our customer service team on +44 (0)207 392 9686.

Can I get more information on a product?

We do try to give you as much information as possible on all of our products. However, if you require any additional information then please email, or call our customer service team on +44 (0)207 392 9686, they will try to provide you with all the information you require.

The item I bought is now in sale, can I get the difference refunded?

As an online business, our prices change in accordance with trends, customer demand and stock availability. We are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.

You can return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won't purchase this item first.

Do you price match?

We do! Please click on the following page for details - http://www.numbersixlondon.com/price-match/

We can not guarantee price match on product being sold on websites outside of the UK as our pricing structure must accommodate customs, excise and importation costs.

Please contact our Customer Service team via email, or phone on +44 (0)207 392 9686 for more information.


Your Order

I'm new, how do I order?

At Number Six, we make sure your shopping experience is as easy and secure as possible.

Firstly, you need to register an account with us. This process is very simple and will allow you to place orders quickly and safely.

Once your account has been created, you can browse the site, select products and add them to your cart.

Once you have finished shopping, simply click on your 'cart' in the top right hand corner, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

Alternatively, you can contact a member of our customer service team on +44 (0)207 392 9686 to place a telephone order.

Do you offer a VAT discount to non EU customers?

Customer's ordering from outside the European Union will receive a 20% VAT discount on their order. This is applied at checkout once your shipping details have been entered.

Our website features both the VAT inclusive and exclusive costs to make your shopping experience easier.

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. However, from time to time, and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.

If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on +44(0)191 231 3983.

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed. This means the payment was successful. You will not receive an order confirmation if your payment method has failed.

You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

Can I change or cancel my order?

We are able to change or cancel orders. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please email, or call Customer Service team +44 (0)207 392 9686 for assistance.

Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.

If you have already received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. Please see our returns section for more information.

Where is my order?

If your order has not arrived when you were expecting it then please check the following:

Check you have received a dispatch confirmation email.

Check the tracking link via your dispatch confirmation email to view up to date information on the whereabouts of your order.

Check within MY ACCOUNT. Is your delivery address correct? Are your contact details up to date?

Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.

Check no one else residing at your address has taken receipt of your parcel.

If you still can't locate your parcel then please do not hesitate to contact our customer service team via email or phone on +44 (0)207 392 9686 with your order number to hand. We will endeavour to find your parcel straight away.

All of our shipments are insured to the necessary value so, should it not be found, we will arrange a replacement or refund for you.

Part of my order is missing or incorrect?

If an item is missing from your order please contact our customer services team via email or phone with your order number and the name of the missing item. We will do our best to resolve this issue as quickly as we can.

From time to time mistakes do happen, however, we will do our best to rectify any errors we have made. Please contact our Customer Service team via email or phone on +44 (0)207 392 9686 and we will rectify any mistakes as quickly as we can.


Returns

What is your online returns policy?

If you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition, including the appropriate clothing/brand tags.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging.

We are not able to refund or exchange items that appear to have been worn, washed, sent outside the 14 day period, or are not in original condition.

This does not affect your statutory rights as a consumer.

You can request a RETURNS FORM by emailing us - info@numbersixlondon.com. Please enclose the completed Returns Form with your goods, and make sure all returned items are well packaged, so as not to be damaged in the post.

Please ensure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit.

For further information please visit our Returns section.

Can you confirm you have received my return?

We aim to process returns within two working days of receiving them. You will be notified by email once the return is complete.

We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on +44 (0)207 392 9686.

How long will it be before I get an exchange/refund?

We aim to process returns within two working days of receiving them.

For exchanges - once your return has been processed, and provided we have the item/size in stock you wish to switch for, your exchange will be sent out that day. This is also after checking the item(s) sent back for exchange is in a re-sellable condition.

For refunds - As long as the returned item(s) meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.

Who pays for return postage?

We do not pay for return postage on items that are unsuitable or returned based on 'change of mind'. However, we will send any replacement items to you free of charge regardless of destination.

Should you be returning a faulty item for a refund, we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable or 'change of mind' item for a refund we will refund the cost of the item only and not the original delivery cost.

Should you be returning a faulty item for a refund, we will refund both the original shipping costs and the return delivery costs.