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
Small Item Delivery - £16.95
Available on all smaller items: pouffes, small stools and seat pads.
Please note: This delivery is a doorstep delivery via DPD.
Standard Delivery - £39.95 - £49.95
Available on all chairs, stools, and side tables, dependent on order size.
Please note: This delivery option is to your room of choice (subject to access requirements) and assembly will not be included.
Large Item Delivery - £59.95
Available on all sofas, beds, dining tables, desks & mirrors.
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.
All in-stock items will be dispatched within 5 working days, on a Next Day Delivery Service. You will receive a dispatch notification once your order has been shipped with further details on how to track your order.
Once your pre-order item has arrived at our warehouse, your order will be dispatched within 5 working days on a Next Day Delivery Service. You will receive a despatch notification once your order has been shipped with further details on how to track your order.
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 through the DPD App.
Standard & Large Item Delivery:
Panther Logistics 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 do not offer International delivery, only Mainland UK.
Returns
At Six The Residence we offer a 14 day return policy from date of delivery. All items must be returned back to us in the original packaging and condition that they were delivered in.
We can organise a collection of your order if required. The collection fee is £39.95, which is deducted from the final refund.
The original shipping cost of the order will not be refunded.
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.
Please send all returns to:
Six The Residence
Unit 75 Percy Business Park, Rounds Green Road, Oldbury B69 2RD
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.