Shipping and returns
contact us at care@ca.onequince.com
Shipping
Standard shipping is always free. Delivery time is typically 6-9 business days. We recommend budgeting in a couple more days to account for global carrier delays.
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 currently ships within Canada and the United States, including non-contiguous states. We 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 •Certain rural or remote postal codeswhere carrier service is limited
If your address isn’t eligible, you’ll see a message at checkout: “Enter a valid postal code for ….” Holiday Shipping: Order by Friday, 12/12 for delivery by 12/24.
What's your return policy?
Items may be returned for a full refund or exchange within 365 days of the purchase date, provided the following requirements are met:
All original packaging, including all tags or boxes, must be included with the return.
All items except bedding 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 may be washed or used, so long as it is returned within 365 days.
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 packaging.
Any jewelry containing a natural or lab-grown diamond 0.50ct or larger must be returned with its original certificate.
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 to store credit instead. (i.e. 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 issued as store credit, as we cannot refund your PayPal account. Similarly, 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 issued as store credit. Amazon Pay's refund policy covers 90 days. If you used Amazon Pay to make a purchase and the return is processed after 90 days, the refund will be issued as store credit.
The return policy stated during purchase is the one that applies to your order
The following exceptions to the above policy apply:
Final sale promotions are not eligible for returns, refunds (including store credit), exchanges, or replacements and cannot be transferred to another order.
Customized and limited edition items are considered final sale and are not returnable. This includes jewelry with specified initials or zodiac signs.
All items customized with a logo or private label are final sale and may not be returned or replaced.
Engagement rings may only be returned within 60 days of the purchase date. No engagement ring returns will be accepted after 60 days.
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.
We stand behind the quality of our products and offer a limited warranty for specific product categories. For more information on what is covered under each warranty and the process for making a claim, please see our page.
Here’s a quick overview of our refund process:
Store Credit: Choosing store credit? Great! We’ll process your refund as soon as the carrier receives and weighs your return. This typically takes up to 5 business days.
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 an additional 15 business days.
Jewelry returns will be processed up to 4-5 business days after being received by the returns warehouse.
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 a few days to appear on your credit card.
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.
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.
Please note, 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
Quince is not liable or responsible for any non-Quince items that are accidentally sent to us through the return process.
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.
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! We’ll process your refund as soon as the carrier receives and weighs your return. This typically takes up to 5 business days.
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 an additional 15 business days.
You’ll receive an email confirmation once your refund or exchange is finalized. Please note, once you receive the refund notification, it may take a few days to appear on your credit card.
How can I use store credit?
The fastest way to receive a refund is to apply it as store credit. Your store credit will be stored on the account associated with your order. You can view your store credit balance by logging in to your account and clicking "My Store Credit" under your name. To use store credit on an order, please make sure you are logged into your account. You will be asked if you would like to apply your store credit during checkout. Please note that you cannot apply store credit using the Express Pay options (Shop Pay, Apple Pay, PayPal, etc.), and you will not be able to see your store credit balance unless you are logged in. 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. In some cases, the package was delivered to a neighbour or placed in a different mailbox. If you can, please ask your neighbors if they have seen the package before contacting customer service. If you still haven't found the package, please email us at care@ca.onequince.com, and we will let you know of next steps.
Please report all packages as missing or lost within 1 week of the expected delivery date. You can report a package as missing by emailing customer service at care@onequince.com. If a package is reported as missing > 1 week after expected delivery date, you will be asked to file a claim with the postal carrier and we cannot guarantee a replacement.
Why did I receive a lower refund or see a refund adjustment?
If you received store credit during your original purchase, we may adjust your refund amount when you return the item. If you still have unused store credit, we will deduct from that first before adjusting your refund to the original payment method. For example, if you purchased an item for $100 and were awarded $50 in store credit, your refund depends on how much of that credit you’ve used. If none was used, we’ll deduct the full $50 from your store credit and refund the remaining $100. If all $50 was used, we’ll refund $50 to your original payment method. If you used part of it—say $25—we’ll deduct $25 from your store credit and adjust your refund by $25. Please check your refund summary for full details or reach out to us if you have questions.