Returns & Exchanges Policy
We are happy to offer a refund or exchange on all orders returned to us in a resell-able (unworn, tags attached, clean) condition within 30 days of arrival at your destination. The same policy applies to International orders, however, we allow 45 days after arrival. We do not cover return postage cost unless you require an exchange, in which case we will ship the replacement order free of charge. Sale products will need to be returned within 15 days.
In order to maintain our high standard procedure, we request that all returns and/or exchanges are sent back to us using a recorded delivery service and that the items are securely packaged. In the UK we recommend 2nd Class Signed For.
Also, did you know you can drop your return into our London store? Just pop in when works for you and we will sort it then and there...
To organise a return or exchange please simply log in and register you returns here: http://returns.numbersixlondon.com/ then post/courier the items back to us using the address given. This is:
47 Lambs Conduit Street
You can contact our customer service team directly at email@example.com. A member of staff will be on hand to help with any additional queries you may have. Only upon receiving your returned goods will we begin processing a refund or exchange.
We strongly recommend using a recorded delivery service and the items must be securely packaged. Number Six does not accept responsibility for any loss or damage to items being returned.
We will only accept returns provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you. We will not accept returns for any non-faulty items that have been worn and/or tags removed. Please be aware that shoes must be returned with their original packaging, shoes returned without their original boxes cannot be accepted.
Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
Returns of faulty items will only be accepted if the goods were faulty when delivered to you. At Number Six (Half-Dozen Ltd) we take every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting firstname.lastname@example.org about the fault. Returns of faulty goods must be returned to us within 14 days of purchase.
In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any shipping costs incurred. Please note refunds to Debit/Credit Cards normally clear in 3/5 days. Refunds to Paypal can take up to 30 days and are subject to Paypal refund regulations.
Returns and exchanges received outside the above time frames will not be accepted. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Please be aware that international customs duties and sales taxes are not refunded for shipments outside the European Community (EC).
Can I change the shipping address?
Our online orders procedure allows for the shipping and billing address to be alternative to one another, as we understand this may be necessary for a variety of reasons. Should this be of concern within our security checks, we may require verification of the billing details. This process is explained further within our main FAQ page, see: 'Why have I been security checked?' for further information.
Number Six reserves the right to ship only to the given billing address, or to provide security checks prior to dispatching an order that requires alternative billing and shipping addresses. If there has been a mistake when placing the original order, and you wish to rectify this, please get in contact with our customer service team as soon as possible in order to ensure it is dealt with as efficiently as possible. It is important to note that due to the speed at which our online orders team operate, it may not always be possible to change any information prior to dispatch.
When will my order arrive?
We ship all of our orders using Royal Mail's Tracked & Signed service as standard, please see the table below for a comprehensive listing list of all shipping times. Please note these time frames are estimated in accordance with the guidelines given by Royal Mail. UK addresses: We offer both first and second class options for all UK-based deliveries
- 1st class: 2-3 working days
- 2nd class: 3-4 working days
EU addresses: 3-5 working days
Non-EU addresses: 5-7 working days
Please note, depending on your country's customs procedures, this may sometimes fall subject to delays in accordance with your government's import and customs regulations. The timeframes given here are simply guidelines for you to make an estimation.
How do I track my order online?
When ordering with Number Six, you will automatically receive tracking information as soon as your order has been dispatched from our online orders department. This email confirmation will provide you with a tracking number and a link to the corresponding courier's online tracking service, where you can enter your tracking number to see the progress your order is making. Should you require any further assistance or additional information, please do not hesitate to get in contact with us directly via our Contact Us page.
Who do you use to ship my order?
Number Six uses Royal Mail's Tracked & Signed service as standard with all online orders. We find this courier to provide the most comprehensive, efficient, and cost effective option for our customer. Should you wish to request an alternative courier service, Number Six are more than happy to adhere to this request, but please note there may be additional costs charged for this service.
Should this be the case, please ensure you have contacted our Customer Service team prior to placing an order, or let the team know as soon as possible in order to prepare your order for you as quickly as possible. You can contact us directly via the Contact Us page. It may sometimes be necessary to use an alternative courier service should the weight of your order be over the Royal Mail limit. Should this be the case, you will be contacted immediately by a member of our online order team as there may be additional costs to be paid prior to shipping.
Is someone else able to sign for my order on delivery?
The signature is simply logged by the courier for security purposes, as opposed to identification purposes. This means that it does not have to be signed for by the addressee, so you don't have to be home on the day.
How do I know if my order is on its way?
When your order is shipped, you will receive automatic email confirmation detailing tracking information for your own records. If the tracking information given does not work or is errored, this is often due to the courier's service having not yet updated its system, as this can take up to 24hrs. If you have any concerns about the whereabouts of your parcel, please don't hesitate to get in contact with us directly via the Contact Us page, where a member of our team will be happy to point you in the right direction.
Is your shipping query still unanswered? Get in touch via our Contact Us page.