At SIXPENNY, we believe your journey with our furniture should be as thoughtful and comfortable as the pieces themselves. From the moment you place your order to the day it arrives in your home, and throughout its life with you, we are committed to providing clarity, care, and support. Below, you’ll find detailed information about our shipping and returns policies, designed to ensure a seamless experience.

Shipping Information

We craft each piece to order, ensuring the highest quality before it begins its journey to you.

  • Order Processing: Please allow 1-2 business days for us to carefully prepare your order for shipment.
  • Shipping Methods & Timelines:
    • Standard Shipping: We ship via DHL or FedEx. Your order will typically arrive within 10-15 business days after it leaves our warehouse. A flat-rate shipping fee of $12.95 applies.
    • Free Shipping: For orders over $50, we offer free shipping via EMS. Delivery typically occurs within 15-25 business days after dispatch.
  • Delivery Areas: We proudly ship globally, with the exception of some parts of Asia and a few remote regions. Duties and taxes for international orders are the responsibility of the customer and are not included in the shipping cost or product price.

Our Returns & Exchanges Policy

We want you to be completely delighted with your SIXPENNY piece. If something isn’t quite right, our returns process is designed with the same thoughtfulness we put into our furniture.

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, documentation, and packaging intact.
  • Process: You must contact us first to initiate a return or exchange. Unauthorized returns cannot be accepted.
  • Refund Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, or PayPal).
Important Note on Final Sale Items: To maintain the quality and integrity of our custom products, all Slipcovers (due to their personal and made-to-order nature) and any other made-to-order or customized items are considered final sale and cannot be returned or exchanged unless they arrive damaged or defective. This policy reflects the bespoke character of these pieces, crafted specifically for you.

How to Initiate a Return or Exchange

To ensure a smooth process, please follow these steps:

  1. Contact Our Team: Within 15 days of delivery, please email us at [email protected] with your order number and details about the item. Use the template below to get started.
  2. Receive Instructions: Our customer care team will respond with authorization and specific instructions, including the return address and any necessary labels.
  3. Pack the Item Securely: Repack the item in its original packaging, including all protective materials, tags, and documentation. This is crucial for preventing damage in transit.
  4. Ship the Return: Ship the authorized return using a trackable and insured shipping service. You are responsible for the return shipping costs unless the return is due to our error or a defective item. SIXPENNY is not liable for items lost or damaged in return transit.
  5. 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:

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 your financial institution’s policies.
  • Method: All refunds are issued to the original payment method used for the purchase. Please note that original shipping charges are non-refundable, except in cases of error on our part.

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.

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.

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.

SIXPENNY STORE
Email: [email protected]
Address: 7060 Eastern Avenue, Washington, US 20012
Last Updated: October 26, 2023