Shipping and returns
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Shipping
Standard shipping is always free. Delivery time is typically 6-9 business days. Delivery times vary depending on the item, shipping method, and destination. To view the most accurate delivery estimate, please add the item to your cart, proceed to checkout, and enter your shipping address. The estimated delivery date will be displayed before placing your order.
For Made-to-Order items: These items may have extended delivery times. Expected shipping times are listed on the relevant product page. Please note that these items may be subject to a restocking fee if returned.
Once an order has shipped, it cannot be cancelled or edited. If your order has already been processed, you'll be covered under our Return Policy (detailed below).
Quince Canada can currently ship to most major cities and regions across Canada. At this time, we’re unable to ship to:
The Territories: Yukon, Northwest Territories, Nunavut
Rural Areas: Certain rural or remote postal codes (including islands) where carrier service is limited.
PO Boxes: Quince is not currently able to service any PO Boxes and will need a physical address to deliver to. In the case where a PO Box is used, we will do our best to reach out, but your order may be automatically cancelled within 24 hours with a full refund posted to your original payment method.
New Buildings & Communities: If you live in a newer complex or building, your postal code may not currently be in our system. If this is the case, please let us know so we can submit it to your logistics team. Some areas can be serviced by two postal codes, one of which will service a larger area. If this is the case, you are more than welcome to use that postal code, and if any delivery issues arise, we will contact you via email to the address on file.
If your address isn’t eligible, you’ll see a message at checkout: “Enter a valid postal code for ….” If, for some reason, you deem your address to be serviceable, please reach out to us, and we will be happy to check for you!
What's your return policy?
Most Items may be returned for a full refund or exchange within 365 days of the purchase date, provided the following requirements are met:
Clothing:
Item must include Quince tags. Original shipping packaging is not required. You may return the item using a different box or bag, as long as it meets the return eligibility requirements outlined.
All items must be returned unworn, unwashed, undamaged, and unaltered. We may request photo submission of the items being returned to validate their condition before accepting the return.
Undergarments: For hygienic reasons, we ask that you wear underwear when first trying on your purchase. We will only accept returns with tags on and in the original product packaging.
Footwear & Bags (excluding Luggage):
All original product packaging, including all tags or boxes, must be included with the return.
All items must be returned unworn, unwashed, undamaged, and unaltered. We may request photo submission of the items being returned to validate their condition before accepting the return.
Bedding:
Bedding may be washed or used, so long as it is returned within 365 days.
This includes such items as sheets, duvets, duvet covers, quilts and blankets
If a set or bundle was purchased, everything included in that set/bundle must be returned as we are not able to refund individual items
Jewellery:
Jewellery will have a longer return/exchange process as these items must be checked in full by a specialist. Exchanges can take up to 2-3 weeks to be sent out from the time of package drop-off with Purolator.
Any jewellery containing a natural or lab-grown diamond 0.50ct or larger must be returned with its original certificate.
Items must be returned in their original condition with no signs of wear or damage and include all original packaging and certifications (if applicable).
If an item is in like-new condition but missing its certificate, a recertification fee will apply: $30 for jewelry grading cards or diamond certificates up to 2.99ct, and $100 for diamond certificates 3ct or more.
Items showing minor wear (such as light, polishable scratches) are eligible for a partial refund minus a refurbishment fee.
Items with significant damage (bent settings, missing stones, or heavy wear) that are not due to manufacturing defects are not eligible for a refund and will be returned to the customer at the customer's cost.
All made-to-order jewellery items are subject to a $35 restocking fee for storage and handling.
Engagement rings may only be returned within 60 days of the purchase date. No engagement ring returns will be accepted after 60 days.
For Quince’s Jewellery Warranty, please click here
Home Goods
All rugs and made-to-order items are subject to a $35 restocking fee for storage and handling.
Candles are fully refundable as long as they have not been used and are still in new condition.
Cookware:
May be returned within 365 days of delivery for a full refund or exchange if new, unused, and in original packaging.
For Quince’s Cookware Warranty, please click here.
Luggage:
Luggage must be returned with the original product tags & the Return Tag attached in order to be eligible for a refund. Luggage returned without the Return Tag but otherwise in compliance with Quince's return policy, will be eligible for Store Credit.
For Quince’s Luggage Warranty, please click here
Please note that we are in no way affiliated with Quince & Co, which sells yarn and other knitting products. Please do not reach out to them for any returns, customer service or other inquiries
How do I start a return?
To create a return, please log in to your Quince account. If you have not yet created an account, you can do so here with the email address you used to place your order.
Once you have created an account, log in to your account and click My Orders on the top navigation bar, which takes you to My Orders & Returns. Scroll to the order you would like to return or replace and click Return or Replace Items. If using a mobile device, please click the item you wish to return, then select Return or Replace Items.
Select each item that you wish to return or replace using the checkboxes, and complete the following for each:
Reason for return
Star ratings for product quality and fit
Any additional comments, then click Submit
After submitting, you will select your preferred return option for each item.
Once your return request is submitted, you will receive a confirmation email with a prepaid shipping label to use when dropping off your return. You can also access your return label on your My Orders & Returns page under the order being returned.
Return Timeframes
All returns are processed by Purolator. You can find your closest one here. Please note that for QR codes to be accepted, the location will specifically say that this service is available.
Returns:
Returns can take up to 3 full business weeks (15 business days) from start to finish due to travel and processing times.
Most returns can take up to 5-7 full business days from the time of arrival at our warehouse for refunds to be processed
Return to Store Credit: Store Credit can take up to 5 business days to be added to your account after the time of drop-off.
You’ll receive an email confirmation once your refund or exchange is finalized. Please note that once you receive the refund notification, it may take 2-5 business days to appear on your bank statement. *Please note this may show as a pending transaction until the funds are released by your financial institution.
Exchanges & Replacements:
Once the package is weighed, scanned, and on its way back to us, your exchange will automatically be triggered in our system to be sent out. This can sometimes take up to 3-5 business days from the time of drop-off.
If the exchange item is out of stock at the time of processing the return, a return for a refund will automatically be triggered in our system, and you will be notified.
Other Exchange and Return Guidelines:
If we do not receive the return, or if it was sent using your own shipping label, we cannot process a refund or exchange unless you provide proof of shipment and receipt through the label's tracking numbers. If we have not received a returned order and the tracking information does not show the item as sent, we will ask you to file a claim with the carrier for a lost package before we can process a refund or exchange.
Quince is not liable or responsible for any non-Quince items that are accidentally sent to us through the return process. Although should this happen, we'll work with our warehouse to try and ensure the safe return of the item(s), but we are not always able to guarantee this.
Returned Items with Discounts & Store Credit:
If you received Promotional Quince Credit for the purchase of an item and that item is returned, any Promotional Quince Credit remaining in your account from the purchase of the returned item will be removed from your account. If you have already used all or a portion of the Promotional Quince Credit, and the item it was issued for is returned, the amount of the promotional credit that has been used will be deducted from your refund.
How long does it take for my return to process?
Here’s a quick overview of our refund process:
Store Credit: Choosing store credit? Great! The store credit will automatically be added to your account once the return is scanned, weighed, and on its way back to us. This can take roughly 2-5 business days from the time of the package drop-off.
Original Form of Payment*: If you prefer a refund to your original payment method, it will be processed once your return is received and restocked at our warehouse. This can take roughly 2-3 business weeks from the time of drop-off due to transit and processing times.
Refund Confirmation: You will receive a confirmation email from Quince when your refund has been processed by our team. Once that is completed, it can take up to 5 business days for the amounts to reflect on your account due to processing times.
* Please note: If you did use any store credit or gift cards towards a purchase along with another payment method (i.e., credit card), gift cards and store credit will be refunded first before processing any remainder onto your personal payment card.
Discrepancies: If you do find any return discrepancies on your order, please first check the following:
Does what you physically returned match what was submitted on your return order?
Did you use the correct labels to send back your return order(s)?
Did you use any discounts on the order? Discounts are distributed between items and are not reallocated to other items when returned.
For any return discrepancies, please contact us here.
Third-Party Payment Refunds
Your original form of payment's refund policy must allow for a return within the same time period. In instances where your payment method does not allow for a refund 365 days post-transaction, you will be refunded as store credit instead.
PayPal's refund policy covers 180 days, and their refund policy supersedes ours. If you used PayPal to make a purchase, and the return is processed after 180 days, the refund will be in the form of store credit as we are not able to refund your PayPal account.
Klarna's refund policy covers 180 days. If you used Klarna to make a purchase and the return is processed after 180 days, the refund will be in the form of store credit.
Afterpay's refund policy covers 120 days. If you used Afterpay to make a purchase and the return is processed after 120 days, the refund will be in the form of store credit.
Payment by Google Pay, Apple Pay and Affirm will all follow Quince’s Standard Return Policies
Why did I receive a lower refund or see a refund adjustment?
Store Credit & Gift Cards:
If you used a store credit or gift card towards your purchase, this payment method will always be refunded first before any credit card.
After the amount from the store credit or gift card is refunded, the remaining balance will be refunded to your credit card / original payment method.
For example:
You purchase two items (1x $40.00 & 1 x $60.00)
You pay with $50.00 Store Credit and $50.00 Credit Card.
You return the $60.00 Item
The amount of $50.00 will be returned to Store Credit, and the remaining $10.00 will be returned to your credit card.
If you return the second item, that will be refunded to your credit card.
Discount Codes (Ie: Referral, Loyalty Points, etc):
When you place an order using a discount code, the discount is spread proportionally across each item. If you return one or more items, you will be refunded the discounted price paid for those items. The discount value from a returned and refunded item will not be redistributed to any remaining items in your order.
Loyalty Points will not be added back to your account once redeemed for a discount code.
Discounts are one-time use and not transferable to a new order once redeemed
Bundle Discounts:
When you make a purchase that contains a bundle deal, the items are discounted individually.
If you make a return from this bundle, you will be refunded for the amount paid, post-bundle price. The discount value from a returned and refunded item will not be redistributed to any remaining items in your order.
How to check if a discount was used:
Log in to your Quince Account
Select My Orders
Select View Details next to the correct order
When viewing the products, you will see a discounted price if a bundle discount was used
What is store credit & how can I use it?
Quince Store Credit is a great option to receive a refund faster on your return purchase. The credit will never expire and is usually added within a few days of the package making its way back to us!
To view your store credit:
Log in to your account and select "My Store Credit" under your name.
To use store credit on an order:
Ensure you are logged into your account
Above the Express Pay options, you will click on the box that says “Use your Store Credit Balance”
This will reduce the amount of your purchase by the amount in your Store Credit account. All store credit will be applied to the current order. Any remaining balance will stay in your account for your next purchase
Please note: Refunds to store credit are non-reversible and cannot be converted into cash or refunded to the original form of payment.
Refunds to store credit are non-reversible and cannot be converted into cash or refunds to the original form of payment.
Are your products covered by a warranty?
We stand behind the quality of our products and offer a limited warranty for several product categories. For more information on what is covered under each warranty and the process for making a claim, please see our warranty policy page.
Missing or lost package
If your package was marked as delivered but you cannot find it, please wait 72 hours before contacting customer service:
In most cases, a carrier marks a package as delivered prematurely, and the package will arrive within 72 hours.
Please check with your neighbours or the front desk to see if they received the package.
Some packages are left in a parcel locker; please check there and with your front desk if available.
Please double-check your tracking and order information to see if your missing items are arriving separately.
If you still haven't found the package, please contact us here.
Missing Items (Not Delivered)
If you receive your package and there is an error with items missing, please:
Double-check your tracking and order information to see if your missing item(s) are arriving separately.
If the item(s) were set to arrive together, please contact us here.
Incorrect Items (Delivered)
If you receive your package and there is an error with an incorrect item being delivered, please:
Contact us here.
Please include the following information:
Your Order Number
Name of the item(s) you are missing
A photo of the item(s) in full showing a Quince Logo
A photo of the item(s) tags found inside the item that includes the product name and barcode