At SIXPENNY, we craft our furniture to be a lasting source of comfort and character in your home. We want you to be completely delighted with your purchase. If an item isn’t quite right, our returns and exchanges process is designed with the same thoughtfulness and care.
Key Details at a Glance:
• Return Window: 15 days from the date of delivery.
• Condition: Items must be in original, unused, and resalable condition, with all tags and packaging intact.
• Process: Please contact us first to initiate a return or exchange. Unauthorized returns cannot be accepted.
• Refund Method: Refunds are issued to the original payment method used at the time of purchase.
• Return Window: 15 days from the date of delivery.
• Condition: Items must be in original, unused, and resalable condition, with all tags and packaging intact.
• Process: Please contact us first to initiate a return or exchange. Unauthorized returns cannot be accepted.
• Refund Method: Refunds are issued to the original payment method used at the time of purchase.
How to Initiate a Return or Exchange
To ensure a smooth process, please follow these steps:
- Contact Our Team: Within 15 days of receiving your order, please email us at [email protected] with your order number and details about the item you wish to return or exchange. You may use the template provided below.
- Receive Instructions: Our customer care team will respond with authorization and specific instructions for your return, including the return address and any relevant labels.
- Pack the Item Securely: Please repack the item in its original packaging, including all protective materials, tags, and documentation. This is crucial for preventing damage in transit and for us to process your return.
- Ship the Return: Ship the authorized return using a trackable shipping service. You are responsible for the return shipping costs unless the return is due to our error or a defective item.
- Inspection & Processing: Once we receive and inspect the returned item, we will notify you via email about the status of your refund or exchange.
Return & Exchange Request Email Template
To help you get started, here is a template you can use when contacting us:
Subject: Return/Exchange Request – Order #[Your Order Number] Dear SIXPENNY Team, I would like to request a [return / exchange] for an item from my recent order. • Order Number: [Please insert your order number] • Item Name: [e.g., Celeste Sofa, Slipcover in Linen] • Reason for Return/Exchange: [Please provide a brief explanation] Please advise on the next steps and provide the necessary authorization and instructions. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]
Refunds: Timing & Method
We process refunds with the same efficiency we apply to our order fulfillment.
- Timing: After we receive and approve your return, your refund will be processed within 10 business days. The timing for the credit to appear in your account depends on your original payment method and financial institution’s policies.
- Method: All refunds are issued to the original payment method used for the purchase (e.g., Visa, MasterCard, JCB, or PayPal). Shipping charges are non-refundable, except in cases of error on our part.
- Exchanges: For exchanges, once we receive the returned item, we will ship the new item to you. Standard or free shipping (as per our policy) will apply to the replacement item.
Important Considerations
- Final Sale & Custom Items: To maintain the quality and integrity of our products, all Slipcovers (due to their custom and personal nature) and any made-to-order or customized items are considered final sale and cannot be returned or exchanged, unless they arrive damaged or defective.
- Return Shipping Costs: Customers are responsible for the cost of return shipping. We recommend using a trackable and insured service, as SIXPENNY is not liable for items lost or damaged in return transit.
- Damaged or Defective Items: If your item arrives damaged or defective, please contact us immediately at [email protected] with photos of the damage and your order number. We will arrange a replacement or repair at no cost to you.
- International Returns: For our global clientele, the return process and associated costs are the responsibility of the customer. Duties and taxes paid on the original shipment are non-refundable.
Need Assistance?
Our dedicated team is here to ensure your experience with SIXPENNY is as comfortable and reliable as our furniture. Please don’t hesitate to reach out with any questions.
SIXPENNY STORE
Email: [email protected]
Address: 7060 Eastern Avenue, Washington, US 20012
Last Updated: October 26, 2023