Can I return a product?
Yes, we have a 14-day change of mind return policy in line with distance selling regulations, which means you have 14 days after receiving your item to request a return. After you have received confirmation that your return has been accepted you must return the item to us within 14 days. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return and obtain your Return Authorisation Number you must contact us at info@d6den.co.uk.
If your return is accepted, we’ll send you information on how to return the product back to us. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at info@d6den.co.uk.
Please note that returns will need to be sent to the following address:
D6 Den
13-14 Concord House
Speculation Place
Washington
NE37 2AS
Damage or missing items
Please inspect your order upon receipt and contact us within 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Damage reported after this time may be deemed as user damage and may not be actioned.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
How long does it take?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@d6den.co.uk.
How long does delivery take?
Depending on the delivery service you chose at the checkout all orders are processed within 0-1 business days, our standard delivery has an estimated delivery time of between 3-5 business days and our express delivery option has an estimated delivery time of between 2-3 business days. If your order has not arrived within the delivery estimate please contact us at info@d6den.co.uk.
Can you provide me with a tracking number?
Yes all shipped orders will be assigned a Royal Mail tracking number as soon as this information becomes available it will be updated on the order and you can use our tracking link to track your delivery.
I've entered the wrong shipping address, can I change it?
If this happens to you, email us as soon as possible, we may be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it. We are not responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically process orders and just follows what you supplied.
Can I cancel my order after it has been placed?
Yes, however, the course of action will depend entirely on what stage your order is at. If your order has not been fully processed we will cancel the order and issue a credit note or a refund directly, if your order has already been shipped you will either need to refuse the delivery of the order and ask the courier to return the order to us or if you have already accepted your order you must follow the steps above to create a return.