Orders before dispatch
Can I please change my delivery address?
We can only change your delivery address if this is approved by our internal security checks. If you have paid via PayPal then we require a valid photo ID for the new address. You may be asked to replace your order if this cannot be provided.
Unfortunately, we are unable to change a delivery address once the order has been dispatched.
Please be advised that we cannot change the delivery address if the order has been placed with Klarna. (This will need to be cancelled and replaced with the correct address)
When will my order be dispatched?
Please can I remove an item from my order?
Please be advised that we can only remove items if the order has not yet been dispatched. If the order has been dispatched then we would not be able to remove any items from your order, however, you are welcome to return any unwanted items back to us.
Can I cancel my order?
Please contact our Customer Service Team for assistance. We will always do our best to change orders but unfortunately, we cannot make any guarantees.
I have ordered the wrong size, can I amend this?
Please be advised that we can only amend items if the order has not yet been dispatched. If the order has been dispatched then we would not be able to amend any items from your order, however, you are welcome to return any unwanted items back to us.
Please note: We cannot amend any orders that have been placed using Klarna. If you wish to amend the size of your order and you have paid using Klarna you will need to contact our Customer Service Team to cancel your order and you can replace this with the correct size.
I haven't received a confirmation email, can you check this for me?
If the email address has been inputted incorrectly, please contact our Customer Service Team and they will be able to assist you further with this.
Orders after dispatch
My order has arrived damaged, what do I do?
Please contact Customer Service Team immediately so we can help resolve the issue.
You will be required to keep the packaging as we may need this to raise an investigation into any missing/ damaged item/s. Failure to produce any packaging may result in Half Dozen Ltd not being able to process an investigation.
My parcel has arrived but I am missing an item, what do I do?
Failure to produce any packaging may result in Half Dozen Ltd not being able to process an investigation.
If the parcel was signed for in good condition and then you (the customer) state that the parcel was damaged, then, Half Dozen Ltd may not be able to raise an investigation and offer any compensation. We will require photographic evidence of the parcel.
If you contacted your courier and requested a SAFE PLACE for your order, Half Dozen Ltd are not held responsible for any loss or damage.
My order states it has been delivered, but it hasn’t, what should I do?
Please be advised that the investigation with the courier can take up to 8-12 working days to be concluded. No further action can be taken until the investigation has been fully concluded.
If you contacted your courier and requested a SAFE PLACE for your order, Half Dozen Ltd are not held responsible for any loss or damage.
Can someone else sign for my delivery?
How can I track my order?
Any orders placed before 4 pm will always be dispatched the same working day. (Monday - Friday only excluding bank holidays)
Our couriers collect at 4 pm and your confirmation email with your tracking details will be emailed to you between 4 - 5 pm.
You can also track your order here:
https://www.numbersixlondon.com/pages/track-your-order
I haven't received a confirmation email, can you check this for me?
If all information is correct then please check your spam folder to locate this email before contacting us.
If the email address has been inputted incorrectly, please contact our Customer Service Team and they will be able to assist you further with this.
I am not available for my delivery, can I request to leave this in a safe place?
If you contacted your courier and requested a SAFE PLACE for your order, Half Dozen Ltd are not held responsible for any loss or damage.
My parcel shows as being a return to sender, what does this mean?
A return to sender could be caused for many reasons:
The address is incomplete/incorrect The delivery has been unsuccessful The address cannot be located The parcel has been damaged in transit to you (There are many other reasons for the return to sender, however, these are just some examples)
The customer takes full responsibility for being available to accept the delivery of an order.
If the parcel is returned back to us and this is not a fault of the courier then there will be additional charges to pay for the return to sender. Once we have received your return parcel back in our warehouse, our Customer Service Team will send you an email advising of the charges. This is then the customer's decision as to whether they wish to pay for these charges for the parcel to be re-shipped or if they wish for a refund minus these charges. Please note: the refund will be processed minus the return to sender charges and the shipping out of the parcel.
I have received the wrong item in my delivery, what do I do?
Please contact Customer Service Team immediately so we can help resolve the issue.
The item must come back in the original condition, including the original packaging and original tags and the item must be unworn/unwashed. If the item is returned not in the original condition this will be returned back to you at your own cost
Gift Vouchers
I have ordered a gift voucher but have not yet received it, when will I receive this?
Please be advised that our team can only approve gift vouchers within our opening hours.
How long does my gift voucher last?
Once a gift voucher has expired we are unable to reactive this and the value of the gift voucher will be lost. It is the customer's responsibility to make sure they use the gift voucher before the expiry date has ended.
If you would like to check how long is left on your gift voucher, you can contact our Customer Service Team and we will be happy to help. You can also login to our account and see this.
Can I pay for my order using part gift voucher?
Please input your gift voucher code into the checkout and then this will give you the option to pay the remaining amount with an alternative payment method.
Do I need to use all of the gift voucher amount in one transaction?
If you are purchasing an order at a higher value than your gift voucher amount then the full amount will be taken off the total. If you are purchasing an order at a lower value than your gift voucher amount then the amount will be deducted from your gift voucher and the remaining amount will be left on the gift voucher.
I no longer want store credit for my return, can this be changed?
If your return has not yet been processed then we can cancel your return request and you can re-submit this. Please contact our Customer Service Team to action this for you.
If your gift voucher has been created and we've emailed it to you will no longer be able to change your mind and ask for a refund. So please only select store credit if you are 100% sure.