Once shipped, you’ll receive an email with your shipping confirmation and tracking number. Check your junk folder if you’ve not received this, and think you should have.
While we cannot make any guarantees, if you contact our team as soon as possible, we will try to rectify any issues before your order is shipped.
Please note, once your order has been processed by our warehouse, we are unable to make any amends.
Yes! We ship worldwide ☺️ You can find more information on shipping times and cost HERE
All orders are shipped from our UK warehouse except for USA and Canada where we have our new warehouse in the USA.
CUSTOMS AND IMPORT FEES
Goods - such as the Six Stories products you buy - can't simply be shipped freely from country to country. When goods are imported into a different country or customs territory, there is a charge called Customs Duty that must apply. This is charged by the local customs authority where the goods are being imported into.
If Customs Duty is payable to your territory, you'll be responsible for paying it to the authorities, so Six Stories isn't involved in this process. Whether Customs Duty is payable, and by how much, depends on a whole lot of different things. For example, many countries have a 'low value threshold' below which they do not charge any Customs Duty. If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.
UK, USA (If order is under $800), Australia
If, for whatever reason, you refuse the customs fee and the parcel is returned back to us, a shipping and handling fee may be deducted from your refund. If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for more info before placing your order!
RETURNS & EXCHANGES
We offer refunds or exchanges for any items you’re not completely happy with, providing you return it to us in perfect unused, unwashed and sellable condition within 30 days of the date you received it.
All you will need is your order number and postcode then follow the instructions on screen to complete the return/exchange. Once complete, please ship back to us using the courier or postal method of your choice.
Exchanges can only be made for a different size of the same item, not a completely different item.
A returns processing charge of £1.99 per order will be deducted from your refund amount. This covers the cost for us to process your return.
If your item is faulty, please get in touch at email@example.com and our customer service team will be able to help.
We’re super conscious of impact on our planet and its people. As part of our ongoing sustainability efforts, we’re creating positive changes today to help push for a better tomorrow. These include the removal of returns cards from our orders.
Instead, we’ll include all the info you need in our FAQ here and we send all order information via email for you.
We will do our absolute best to process your refund as soon as we can.
If your items have been received by the warehouse, it can take up to 7 days for your order to be processed and your refund to be actioned.
It can then take 5 days for your refund to appear in your account after the refund has been processed.
If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.
But if you need to get in touch with Customer Support about your return, please include in your message:
1. Proof of postage (like a receipt)
2. The tracking number
3. Your order number
We'll then get back to you as soon as we can!
As part of our efforts to create positive changes today for a better tomorrow, we’re looking closely at our sustainability. This includes a process to begin removing the swing tags from our items.
Removing swing tags is just one step, alongside removing returns cards from our orders and providing more printless options, in striving to do the right thing and improve our impact on the world around us.
You will still be able to return your item without a swing tag.
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Six Stories run credit searches against you that could impact your credit rating.
Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.
To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.
Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.
As soon as Six Stories have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.
Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.
If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.
Payment information is processed securely by Klarna. No card details are transferred to or held by Six Stories. All transactions take place via connections secured with the latest industry standard security protocols.
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.
If you pay by card, Six Stories will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk.
Once Six Stories has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.
You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please email Six Stories to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.
If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.
Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.