FAQ
Answers to our frequently asked questions can be found below.
If you can't find the answer here, don't hesitate to contact us.
Orders
We accept all major payment methods and credit cards:
Visa / Visa Debit / Visa Credit / Mastercard / Maestro / American Express / PayPal / Apple Pay / Google Pay / Klarna*
All transactions are processed by Shopify Payments and PayPal and are encrypted for your safety. We do require payment to be made in full before we can ship your order to you.
*Klarna’s Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply – https://www.klarna.com/uk/terms-and-conditions
If you would like to cancel your order, please contact our customer service team as soon as possible.
Orders can be cancelled prior to being shipped. If your order is in transit, then we require the order to have arrived back with us before the cancellation can be processed.
If you have placed a bespoke order with us, then this is non-refundable and cannot be cancelled.
To amend your order, please contact our customer service team as soon as possible. Once your order has been despatched, we are unable to make amendments.
If you have a promotional code to apply to your order, this can be entered during the checkout process. On the right-hand side of the screen there is a section to enter your gift card or promotional code.
Yes. If your order is in stock, but you don’t require delivery straight away, please get in touch with our customer service team.
Delivery
Standard Delivery (UPS) - £29.95
Only available on all smaller items.
Please note: This delivery option is a doorstep delivery via UPS.
2-Man Delivery - £59.95
Available on all orders.
Please note: This delivery option is to your room of choice (subject to access requirements) and assembly will not be included.
If there is a specific day that you require delivery on, please email our customer service team and they will be able to support with this request.
We aim to dispatch stocked orders within 5-10 working days of the order being placed.
Once your order has been received by our courier, it will be delivered the next working day, or within 2-3 working days for remote areas.
Once your pre-order item has arrived at our warehouse, your order will be dispatched within 5-10 working days.
Once your order has been received by our courier, it will be delivered the next working day, or within 2-3 working days for remote areas.
Your order will be shipped in full, once all items are available. If you require split delivery, please contact info@sixtheresidence.co.uk to request this.
If you miss your delivery, our delivery partner will get in touch to attempt to re-arrange for the next working day. If they don’t manage to reach you or re-arrange delivery after 5 days then your order will be returned back to our warehouse. To re-arrange your delivery for a convenient date, please get in touch with info@sixtheresidence.co.uk
Please note: Returned orders will take between 7-14 days to arrive back to our warehouse.
We can change your delivery address up to the point of dispatch. Please contact our customer service team with your order details as soon as possible to get your order updated.
If your order is in transit, you can update your delivery address with the courier directly. Please note, this may impact your delivery date.
Small Order Delivery:
Once your order has been dispatched and you have received your tracking number, you can update your preferences and delivery requests directly with UPS.
Standard & Large Item Delivery:
AIT offer a full white-glove delivery service to your room of choice. Please note: If there is no lift in the property, they won’t attempt delivery beyond the third floor.
Unfortunately, we are not able to organise shipment outside of Mainland UK.
Should you wish to organise your own shipment, we can facilitate a collection from our UK warehouse.
Returns
We gladly accept returns within 14 days of the order being delivered to the customer. To be eligible for a return, your item must be unused and in the same condition that you received it, including original packaging.
Returns collected by our courier can take up to 10 working days to be retuned to our warehouse. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you when your refund has be processed, and a credit will automatically be applied to your original method of payment.
Please allow up to 5 working days for returns to be processed once we have received them in our warehouse.
The original shipping cost of the order will not be refunded.
If you are returning your item(s) via our courier, a £39.95 deduction will be taken from your refund to cover the cost of the collection fee.
If you no longer have the original packaging, and this needs be be provided on collection, a £39.95 deduction will be taken from your refund to cover the cost of the new packaging. Therefore the total deduction from your refund will be £79.90, inclusive of VAT.
To start the return process, please submit your return request through our portal here. Once your return has been approved you will receive an email with further instructions on.
We can organise a collection of your order if required. The collection fee is £39.95, which is deducted from the final refund.
Once we have received your returned order back to our warehouse, we will send over a notification to confirm this and process the refund or exchange for you within 5 working days.
Returns usually take up to 10 working days from collection, to be returned into our warehouse.
Please send all returns to:
Six The Residence , Unit 3 Gainsborough Trading Estate, Rufford Road, Stourbridge DY9 7ND
Please ensure all returns are sent tracked, and make a note of your tracking number, as we do not hold responsibility for returned orders.
If you have received an item from us that is damaged or is incorrect, please email our customer service team as soon as you can, including photos of the item and your order number. We will endeavour to repair, or replace your order as soon as possible.
Products
Unfortunately, we do not have a physical showroom at present. However, a lot of our items are in restaurants, bars and hotels across the UK and Europe.
You can order your free fabric swatch here.
All fabric samples are sent via Royal Mail and can take up to 5 days to reach you from when your request was placed.
Six The Residence offer a one year fair wear and tear warranty.
Fair wear and tear is defined as the deterioration of an item or area, due to its age and normal use.
Some of our items require assembly and some come fully-assembled. If an item requires assembly this will be visible in the product description on the website.
Didn't find your answer?
Don't hestitate to contact us.
info@sixtheresidence.co.uk | 0121 314 5024
Monday - Friday - 8:30am - 4:30pm.