FAQs

SHIPPING UPDATE

Firstly, we want to thank you for your support during these uncertain times. In the past months we have experienced an unprecedented volume of orders and have simultaneously experienced supply chain and shipping difficulties due to COVID-19, Brexit and Port-related delays.

Our logistics and customer support team are working hard to respond to all inquiries as quickly as possible, as well as organise your deliveries via our in-house team and external couriers.

Please be aware pre-order items are not yet in our warehouse, and the dates stated on the website are estimates only, subject to change as we encounter delays due to shipping constraints. Once we receive stock and your order is processed, you will receive an email from our customer service team confirming delivery date, which can be up to 14-18 business days after proposed date due to volume of orders.

For more information on your order or any queries on the above, please email us at info@sixtheresidence.co.uk

Why Are There Delays?

Brexit - Due to an increased volume of shipping containers arriving at the UK ports, congestion began to build from late-2020 and continues to cause delays. You can read more here: https://www.bbc.co.uk/news/topics/cnegp3k352yt/shipping-industry

COVID-19 - In order to follow social distancing regulations and Coronavirus safety protocols, a reduction in staff numbers means the ports are not working at 100% capacity, causing even further delays.

WHAT ARE YOUR DELIVERY OPTIONS?

Mainland UK Delivery Charges*
Our Standard Delivery Cost is £34.95 for Mainland UK Delivery. 
Our Standard 2-Man Delivery for Large Items is £59.95 for Mainland UK Delivery. 

We aren't currently able to complete deliveries outside of Mainland UK* at the moment.

Once your order has been placed, our customer service team will be in touch with you via email to confirm the expected delivery timeframe. We aim to despatch all orders within 5-10 working days of the order being placed. 

If you have ordered an item that is on pre-order, please allow 5-10 working days after the expected shipping date to receive your order, however we will be in touch closer to the time to confirm the exact delivery date with you. 

We predominantly use our in-house delivery team to deliver your order and we aim to deliver between 10am - 5pm on the confirmed delivery date with you. We also use a dedicated courier service to deliver our orders, and we will always let you know if that is the case. We will confirm with you when the order is being collected and when to expect it, and our courier company will be in touch with you directly to confirm when they will be delivering the order to you, however if you need to make any changes please contact us before contacting the courier company and we can liaise with them on your behalf. 



*Mainland UK does not include UK Isle's, Scottish Highlands or Northern Ireland.

MY ITEM IS ON PRE-ORDER, WHAT DOES THAT MEAN?

Please be aware pre-order items are not yet in our warehouse, and the dates stated on the website are estimates only, subject to change as we encounter delays due to shipping constraints. Once we receive stock and your order is processed, you will receive an email from our customer service team confirming delivery date, which can be up to 14-18 business days after proposed date due to volume of orders.

We aim to be as specific as we can with our expected delivery dates, however sometimes there may be a slight delay which is out of our hands. Our website will always be updated regularly with any delays and expected shipping times, and you can email our customer service team on info@sixtheresidence.co.uk for an up to date delivery date. 

We will keep in contact with you regarding when we are expecting to deliver your item as well and our customer service team will be in touch closer to the time to confirm the delivery date with you and how your order is coming too you. Please see our delivery options FAQ for further information on this. 

If you have ordered items that are in stock along with your pre-order, then we will ship the order in full to you once the pre-order item has come into stock.

WHAT IS YOUR RETURNS POLICY?

We offer a full refund or exchange policy for any products that are sent back to us within 14 days of delivery.

All items need to be returned in their original box and packaging, unmarked, and must be in the same condition that the item was received in. We do have the right to refuse your return if we deem that the item has been used and/or damaged by yourself.

We can collect your return from you, but this will incur a collection fee that will be deducted from your refund. For an exact confirmation of the collection fee, please email us on info@sixtheresidence.co.uk.

If your item was a sale item, then we will issue a refund onto a gift card only or issue an exchange for another item of the same cost.

Once your item has been received back, your return will be processed within 5 working days and you will receive an email notifying you of the exchange or refund. If you have requested a refund, then please be aware that it will take 5-10 working days to show in your bank account. You will be refunded back onto the original payment method that was used to complete the purchase.

If you item arrived to you damaged, you received the wrong item or there is an issue with the product, please email us immediately at info@sixtheresidence.co.uk so we can resolve this for you as quickly as possible. Please do not dispose of your item, we will always collect the damaged or wrong item from yourself. 

What are the payment options?

We accept all major payment methods and credit cards at the moment:

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.

All international orders will be subject to the exchange rate as it stands at the time the order was placed.


For any issues paying with Klarna, please get in touch with them directly.

CAN I CANCEL MY ORDER?

You have the right to cancel your order before the order is shipped and receive a full refund. Please email us at info@sixtheresidence.co.uk to cancel your order in writing.

All refunds take around 5-10 working days to appear in your bank account after they have been issued and will be credited back onto the payment method used to place the order.

We also reserve the right to cancel an order and issue a full refund before delivery is made. If you have received a cancel confirmation email from us, and don’t know why, please let email us straight away.

DO YOUR ITEMS REQUIRE ASSEMBLY?

Some of our items require assembly upon delivery, but some do come fully assembled. Please check the product description on each individual product for further information regarding whether assembly is required.

HOW DO I CARE FOR MY FURNITURE?

As each product is unique in design and material, for specific care instructions please email us at info@sixtheresidence.co.uk Important: 

Note that any alternation/treatment voids the warranty of the product.

WHERE IS MY ORDER?

To check on the progress of your order, please email us at info@sixtheresidence.co.uk and we will be able to give you an update on where your order is.

If you have ordered an item that is on pre-order, then the expected shipping date will be shown on the product and our customer service will email you once the order is placed with an expected delivery timeframe. Please allow a week or two after the expected shipping date for us to deliver your order.

BESPOKE ORDERS

We can custom make items and orders to fit what it is that you are looking for. 

Please email us at info@sixtheresidence.co.uk to receive a quote and an estimated lead time for your bespoke order. 

We are unable to offer refunds, returns or order cancellations on bespoke orders at the moment.

How can I contact you?

You can contact us using the form at the bottom of this page, alternatively you can:

Email us at info@sixtheresidence.co.uk

Call us on 0121 314 5024 (Office is open 9am - 4pm, Monday - Friday)

Write to us at Six The Residence, Unit 75 Percy Business Park, Oldbury, B69 2RE

Press Features

Six The Residence.

Our Story

Six The Residence was founded in the midst of the global pandemic that swept the world in 2020.
With a background in supplying high quality and bespoke commercial furniture to restaurant and bar chains in UK and Europe, we decided to call upon our existing suppliers to create something for the residential market. Our trend led, handcrafted furniture with traditional shapes and design features are re-invented with new materials and textures, creating living and dining spaces that invite you in and make you want to stay a while.
We operate within the West Midlands with a small but highly experienced team who are passionate about our values, ethics and supplying high quality, aesthetically pleasing, contemporary furniture pieces.

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Contact Us

Phone

0121 314 5024 (Monday - Friday, 9am - 4pm)

Address

Unit 75 Percy Business Park, Rounds Green Road, Oldbury B69 2RE

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