Delivery & Returns

Last updated: 26/08/2026

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Delivery

A little magic, on its way.

We aim to get your order moving as quickly as possible. Most orders are dispatched within 1–2 working days. During particularly busy periods, including October to December, dispatch may take a little longer.

Once dispatched, UK orders typically arrive within 2–5 working days. Please remember that delivery estimates are not guarantees and occasional courier delays can happen.

UK Delivery

Your delivery charge is calculated at checkout based on your order and delivery address.

Orders may be sent using different delivery services depending on their size, weight and destination. Once your order has been dispatched, tracking information will be provided where available.

Multiple parcels

Some SIXTH HOUSE products may be dispatched separately, so an order containing multiple items may occasionally arrive in more than one parcel.

You will not be charged additional postage because we have chosen to split an order.

I definitely want that section. Since you have your own products alongside externally fulfilled stock, split fulfilment is a realistic possibility.

Highlands, Islands & Northern Ireland

We deliver across the UK, including Northern Ireland and the Scottish Highlands & Islands. Delivery times and charges may vary depending on your location and the size or weight of your order.

AW uses different services for these areas and notes delivery can take up to five working days after dispatch for Northern Ireland.

Where is my order?

If your order hasn't arrived when expected, please check your tracking information first.

If it still seems to have wandered off somewhere among the stars, contact us with your order number and we'll look into it for you.

AW doesn't treat an order as non-delivered until 10 business days after its estimated delivery date, so behind the scenes you'll want to contact them promptly if something genuinely goes missing.

Returns

Changed your mind?

That's okay.

If you've changed your mind about your purchase, contact us within 14 days of receiving your order to let us know you'd like to return it.

You then have a further 14 days to send the item back.

Items should be returned unused, in their original condition and, where possible, with their original packaging.

Please contact us before returning anything so we can provide the correct return instructions.

That's particularly important for you because different products may have different return routes. Don't publish AW's Sheffield address as a universal SIXTH HOUSE returns address.

Return postage

If you're returning something because you've changed your mind, you'll normally be responsible for the cost of returning it.

We recommend using a tracked postal service, as the item remains your responsibility until it reaches the return address provided.

Your original standard delivery charge should also be refunded where applicable when the whole order is cancelled under the statutory cancellation right; don't write a blanket “original postage is non-refundable” rule.

Damaged, faulty or incorrect items

If something arrives damaged, faulty or isn't what you ordered, please contact us as soon as possible.

Include:

your order number, a brief description of the problem and clear photographs of the item and packaging where relevant.

We'll arrange an appropriate solution, which may include a replacement, refund or other remedy depending on the circumstances.

I'd actually encourage customers to report visible damage within 48 hours, but not say claims after 48 hours will be refused. AW requires you to report damaged/faulty/missing/incorrect goods very quickly — generally within three business days of delivery and no later than seven calendar days — so early photographs protect you operationally.

Natural variations

Some of our products are made from natural materials, including gemstones and wood. Small variations in colour, grain, pattern, shape and finish are part of what makes these pieces individual and aren't necessarily faults.

This matters because AW specifically excludes claims based solely on natural colour/material variation and dissatisfaction with natural stone colours.

Items that can't be returned

Certain products may be excluded from change-of-mind returns where legally permitted — for example, sealed goods that aren't suitable for return for health or hygiene reasons once their seal has been broken.

This does not affect your rights if an item is faulty, damaged or incorrectly supplied.

Your current catalogue doesn't have much in the high-risk hygiene category, so I wouldn't make this section enormous.