Question 1

1. What does the limited lifetime warranty cover?

Accepted Answer

We stand behind the quality of our furniture and certify it to be free from defects in frame and craftsmanship for the lifetime of the original customer, under normal daily use. This warranty does not cover damage caused by accidents, misuse, improper care, neglect, tampering, or environment, or marks or stains resulting from normal wear and tear to the fabric. In the unlikely event of a manufacturing defect, please contact furniture@onequince.com. Follow this link to review our warranty policy in its entirety.

Question 2

2. What is your return policy?

Accepted Answer

If you wish to return your furniture for any reason, Quince must receive notice within 7 days of the delivery date. All returns must be in like-new condition and are subject to a 15% restocking fee. Cancellations made more than 24 hours after the order is placed are also subject to a 15% restocking fee. You can find more information about furniture returns on our Shipping & Returns page.

Question 3

3. How long will it take to receive my custom furniture item?

Accepted Answer

For our most up-to-date lead times, we recommend selecting the size and color combination you’re interested in purchasing and reviewing the text in the gray box that populates below.

Question 4

4. What is the white glove delivery process like?

Accepted Answer

Once your order has shipped from one of our factories, you’ll receive an email with tracking information and detailed instructions on your upcoming delivery. You’ll also receive an email from our white glove carrier, Metropolitan, asking you to schedule a date and 4-hour delivery window. On the day of delivery, you’ll receive a phone call from our carrier when they are 30 minutes away from the delivery address. Once they arrive, they will bring your order into your home, place it in your location of choice, complete any necessary assembly, and remove all packaging. Please note that our white glove service includes only one delivery attempt. For each additional attempt, Quince will charge a fee of 15% of the total order value. We recommend measuring carefully before ordering to ensure that the item you’ve selected will fit through all doorways, hallways, and elevators.

Question 5

5. How do I measure to ensure that my furniture will fit in my space?

Accepted Answer

We recommend noting the width, height, and diagonal depth of the furniture item you’re considering, including the height of the legs if applicable. Then mark the area of the floor where you’d like to place it using painter’s tape. Make sure that you still have enough space to navigate around the room once the tape is down. We also suggest measuring all doorways, hallways, and stairwells to ensure that the item will fit through them when being delivered. The diagonal depth of the item must be less than the width of the doorway or hallway. Make sure to also check elevator measurements if you live in a building with an elevator.

Question 6

6. How do I make sure I’m picking the fabric that’s right for me?

Accepted Answer

Our fabrics are divided into four categories. We offer genuine leather, performance velvet, performance linen blend, and performance basketweave. Note that not all fabrics are available on all frames. All of our fabrics are contract grade, meaning that they’re super durable and can withstand high traffic. Leather is a great choice if you’re looking for a durable material that will develop character over time. Though leather is the most expensive of our upholstery options, it will also last the longest. The hides we use are top-grain, which is the strongest part of the hide. Note that leather will show markings and wear, and will develop a rich patina over time. If you want a lived-in look that will withstand the test of time, our leathers are for you. Our performance basketweave and performance linen-blend fabrics are machine washable on the gentle cycle, which make them a great fit for high-traffic areas. If you have kids who are prone to spilling, pets who like to jump on the sofa with dirty paws, or if you just like light, bright colors that are low-maintenance and easy to clean, we recommend these fabrics. Our performance velvet is durable and available in a variety of rich tones. It has a soft, plush feel with a matte finish. Our velvet can be used year-round, but you may not want this fabric if you live in a hot climate without air conditioning. Note that our velvet is incredibly substantial and can naturally attract pet hair. Our velvet should not be bleached or put in the washing machine—you’ll need to use a water-based fabric shampoo or foam upholstery cleaner for any stains. We offer complimentary swatches in all of our fabrics so you can determine the color and material that’s right for you. To order, please add the desired swatches to your bag and check out as usual.

Question 7

7. How do I take care of my new furniture?

Accepted Answer

For general fabric care: To minimize fading, avoid placing upholstery in direct sunlight or close to sources of heat or moisture. Vacuum regularly with an upholstery attachment. Our cushions shouldn’t require much maintenance, but we recommend that you fluff and flip them periodically. Though we use contract-grade fabrics for maximum durability, all fabrics will pill slightly with normal friction and use. Use a fabric or sweater shaver periodically to remove pills. Pilling will decrease once loose fibers are removed. Before cleaning, pre-test upholstery cleaners on a hidden section of fabric to ensure compatibility and to avoid color loss. Never clean fabrics with a hard-bristle brush as this could damage the fabric’s fibers. For overall cleaning or major spills and stains, we recommend contacting a professional upholstery cleaning service. For specific care by fabric type: Leather can be spot cleaned with a dry cloth to remove dust and dirt. For spills, blot immediately with a soft white cloth. If additional cleaning is required, wipe with a damp cloth using distilled water. For persistent stains, clean with a solution of mild soap and distilled water, testing first on an area that is not visible. Avoid using harsh cleaners or solvents, as these could damage the leather finish. We do not recommend polishes or leather soaps. Performance Velvet can be spot cleaned with a water-based fabric shampoo or foam upholstery cleaner. You can apply the cleaner to a soft white cloth, then blot the stain. Especially on light fabric, using a white or light cloth is best to avoid any color transfer. Blot gently to prevent fabric damage as rubbing can leave marks. Once clean, use a dry white cloth to soak up excess moisture. Let the fabric dry, then use a vacuum to fluff the fabric. Do not over-wet the stain. Do not use solvents to spot clean. This fabric is not machine washable. Performance Linen Blend is machine washable at 85℉ on the gentle cycle. It can also be dry cleaned. Hang to dry and iron on medium heat. Do not use bleach on this fabric. Performance Basketweave is machine washable at 85℉ on the gentle cycle. It can also be dry cleaned. Tumble dry low and iron on medium. Do not use bleach on this fabric.

Question 8

8. Why are your prices so low?

Accepted Answer

We have reimagined the traditional direct-to-consumer model in order to minimize waste and cost. We work directly with the factories and makers who are building your furniture and use no middlemen. We also endeavor to minimize packaging and corporate overhead while not compromising on quality or customer experience.

Question 9

9. What if I have more questions?

Accepted Answer

We are happy to help. Contact us with any additional questions.

Solid Oak Scandinavian Dining Table

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