Refund policy

Frequently asked questions related to our policies regarding returns, exchanges and refunds.

Your 100% satisfaction is important for us and so we hope that you will not have to return your purchase. However, if something isn't right, then please see below.

We offer a 30-days Return & Exchange Policy.

This policy does not affect your statutory rights (such as your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2014).

ORDER ISSUES

We hope you won't need to, but to report any issues with your order, please use our contact form or email support@sixthsaint.co.uk with photos of the issue for reference, immediately upon discovering the issue. Do not wear any damaged or faulty goods. Report immediately to us.

You will have 7 days from receiving your order to report any issues such as damage or defects to the outer packaging or missing or damaged items within your order. We will not be held responsible for any issues reported after this period.

When reporting these to us please ensure you have photographed the issue and described clearly what has gone wrong, as we will ask for this to conduct our investigation. 

We will reimburse the cost of you shipping a faulty product back to us, up to the value of £3, but please keep your proof of postage as without this we will not be able to verify the return has been sent.

Our highly trained, UK customer service team will then handle your request from there and let you know how to proceed - whether that be a replacement, a refund or an exchange.

This is very rare and in the instance it does happen, we are extremely sorry. 

EXCHANGES

Exchanges can be offered on all products except earrings for hygiene reasons.

Exchanges must be requested to us via our Returns Centre within 30 days of receiving the product, and after being approved the order must then returned to our warehouse within 14 days of the approval.

Exchanges must be received in a sell-able, unused, undamaged condition, as verified by our team, otherwise you could be liable to a restocking fee. 

Once the exchange is received, validated and then approved, the exchange can be issued; we usually send out a replacement the same working day, but please note it can take up to 3 working days to leave us in busy times. All communication will be sent via email to the customer.

Items purchased during a sale period can be exchanged but not refunded.

Please do not send any items directly back to us without first reaching out to us via email or through our Returns Centre. This could result in your return or exchange not being processed.

REFUNDS

For refunds, you have 30 days from receiving your item to request a refund, you then have 14 days after the refund request is approved to return the product to us. For all refund purposes, other than a damaged or faulty item, please use our Returns Centre.

If your product is faulty and you are requesting a refund, please reach out via email.

Once your refund request is approved you will be asked to send the items back to us. Returns cost, unless faulty, are the responsibility of the customer.

Items approved for a refund must be returned to the warehouse and validated before the refund is issued. We reserve to right that no refund will be issued without the item, whether faulty or not, being returned to our warehouse.

Products must be in a sell-able, unused, undamaged condition, as verified by our team, to qualify for a refund. Our team will check over the item and, if it adheres to our policy, a refund will be granted. Any products that do not adhere to our Policy, such as the reasons listed below, will simply be returned to the customer and not qualify for an exchange or refund. 

Once the product is verified and approved by us, the refund is processed on the same working day but can take up to 10 days to be credited to your account. This is the responsibility of our payment processor and we sadly cannot do anything to speed up this process. This is for the safety of both you and us.

All bank details are securely processed via Stripe so us as the seller never see your bank details. For this reason, we are only able to issue refunds to the original payer.

Please do not send any items directly back to us without first reaching out to us via email or through our Returns Centre. This could result in your return or exchange not being processed.

RETURNING AN ITEM

Please ensure you get a proof of postage when sending back, as the product is your responsibility until it reaches our warehouse. We cannot be responsible for lost goods scenarios. Please ensure you package it safely, as if it arrives damaged to us but left you in perfect condition, then your claim may not be validated or you could be charged a restocking fee, in line with Online Selling Regulations.

For exchanges, once verified, the replacement product will leave us, upon which point the parcel becomes the responsibly of APC Overnight logistics. We can only offer free postage for one exchange / refund for damaged / faulty goods.

SMALL PRINT

No return or exchange can be processed between the time of 1 hour after placement of the order (address, name changes, cancellation etc, see below) and before it has arrived to the customer. We can cancel an order up to 1 hour after it has been placed but after that time, the purchase is final and made and the refund or exchange policy will apply. This is because we prioritise fast shipping, and therefore we process and ship orders extremely fast and can only cancel within around 1 hour of placing it, which is the time between placing the order and it leaving us. This timeframe is dependent on whether the item has been dispatched or not.

When a Refund or Exchange does not apply:

  • Shipping Times - we cannot cancel or refund an order whilst in transit. If you still would like to return / exchange / refund an item once received, then please follow our returns or exchange policy above.
  • Without the original packaging.
  • Tags must be attached to the items.
  • No stains, hairs or odours on the items.
  • Items purchased during a sale period cannot be refunded but can be exchanged.
  • Earrings cannot be returned for health and hygiene reasons.

We reserve the right to return the product to you if it does not adhere to the above. 

MARKED AS DELIVERED AND TRACKING

Item marked as delivered but not received.

We use APC Overnight to send our parcels, who are our highly reliable shipping partners. Therefore, when items are marked as delivered on tracking, we have to take this as fact.

It is extremely rare, but if for some reason your order has been marked as delivered but you have not received your item, please first ensure you have checked your safe area, with neighbours and see if you have got an APC Called, an attempted delivery slip, through the door. We cannot be held responsible for any missing parcels if your safe place is not secure - therefore please ensure you get your order delivered to a safe place that you have access to. It is very rare that this ever happens but if it does, please contact us if this is the case and we will of course try our best to resolve this issue.

APC will ask for a signature or take a photo to prove delivery, which we can be granted access to, used only to investigate any missing parcel situations.

CONTACT

We have a highly trained, UK-based customer service team working to ensure our customer service is as efficient as possible.

Please be aware that customers must get a proof of postage when returning faulty goods to us to avoid "lost package" situations. Reimbursements are sent via our payment processor as soon as a proof of postage is received along with the product, and only if pre-qualified for the cost of postage being covered by us. This is not standard procedure and only applies to faulty goods on a case by case basis.

For any other questions, please reach out to us at support@sixthsaint.co.uk.