Shipping and returns

Shipping

Standard shipping is always free. 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.

Once an order has shipped, it cannot be canceled 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. Unfortunately we are not able to ship to Guam, APO, FPO, or DPO addresses at this time.

Shipping for made to order items

Standard shipping is always free. All made-to-order shipments above $100 require a signature upon delivery. Items marked as "Made to Order" will arrive to you in the lead time stated on the relevant product page. Please note, these items may be subject to a restocking fee if returned.

Shipping for furniture

Select furniture items will be delivered via our free white glove service, which includes placement in your room of choice, assembly, and removal of all packing materials. Our team of delivery professionals will ensure that your new piece is safely in your home, exactly where you want it, at no extra cost.

Once your furniture 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 and phone call from our white glove carrier 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.

Because many of our furniture items are custom made and hand-finished by our team of expert craftspeople, they operate on slightly longer lead times than the rest of the products on our site. Please refer to the product page of the item you’re interested in for the most up-to-date lead times.

Please note that we are not able to ship furniture outside of the contiguous states.

What's your return policy?

Most items can be returned for free for a full refund or exchange within 365 days of delivery date. Here's what we ask:

Condition Requirements

• All items except bedding must be in original condition (unworn, unwashed, undamaged, unaltered, with the hang tag still attached). We may ask for photos to confirm the condition before processing your return.

• Items must be returned with all original internal packaging (tags, boxes, etc.). You don't need to use the original shipping box, any box or bag is fine.

• Underwear, swimsuits and bodysuits must be returned with tags on and in original packaging. For hygiene reasons, please wear your own underwear when trying them on.

• If you receive an incorrect, damaged or defective product we may ask for you to provide photos and conduct a physical return for us to root cause and prevent these instances in the future.

Return Options

If your order was paid using a gift card or store credit, your refund will be applied to those first, with any remaining balance returned to any additional forms of payment (e.g. credit card)

You'll get an email confirmation once your refund or exchange is finalized. Note that it may take a few additional days to appear on your credit card statement.

Used your own shipping label? Once you’re able to share tracking showing the package was shipped and delivered, we’ll be happy to process your refund. If tracking doesn't confirm the item was sent, we may ask you to file a lost package claim with the carrier first.

Received Promotional Quince Credit? If you return the item it was tied to, any unused promotional credit will be removed from your account. If you've already spent some or all of it, that amount will be deducted from your refund.

Payment-Specific Refund Timeframes

Your refund will go back to your original payment method, unless you have utilized express checkout options. In these cases, Quince is confined based on the banking institution allowable timeframe, outlined below. If beyond the window, we'll issue store credit.

The return policy in effect at the time of purchase applies to your order.

Category Specific Guidelines

Gold Bars

• These items are final sale and not returnable. 

Caviar & Wine 

• Due to food safety regulations, we can't accept returns or exchanges. If your order arrives damaged or incorrect, please contact us.

Jewelry

• Items must be in original condition with no signs of wear and include all original packaging and certifications (if applicable).

• Missing a certificate? A recertification fee applies: $30 for grading cards or diamond certificates up to 2.99ct; $100 for certificates 3ct or more.

• Items with minor wear (light, polishable scratches) may be eligible for a partial refund, minus a refurbishment fee.

• Items with significant damage (bent settings, missing stones, heavy wear) not caused by a manufacturing defect are not eligible for a refund and will be returned to you at your cost.

• Made-to-order jewelry is subject to a $35 restocking fee.

• Engagement rings must be returned within 60 days of purchase. No exceptions after 60 days.

Rugs, Mirrors, and Made-to-order Items (excluding Furniture)

• Subject to a $35 restocking fee.

Furniture

• Returnable within 30 days of delivery (stocked items) or 7 days (made-to-order). 

• Returns must be in new, unused condition and are subject to a 15% restocking fee. This fee applies to all cancellations made more than 24 hours past order placement as well as returns due to sizing/access issues (doorways, hallways, stairwells, elevators). 

• To start a furniture return, email furniture@onequince.com. We recommend using our Furniture Measuring Guide before ordering.

Wall Art

• Returnable within 30 days of receipt in like-new condition, subject to a 15% restocking fee.

Luggage

• Must include original product tags and the Return Tag to be eligible for a refund.

Holiday Decor (including Christmas Trees)

• Returns must be initiated and postmarked by December 23 of the year the item was purchased. After this date Holiday Decor will not be accepted for return. Artificial Christmas trees are subject to a $25 restocking fee.

B2B Orders

• Custom items are not returnable.

• Up to 10% of non-customized bulk items may be returned or exchanged (e.g., if you ordered 200 units, up to 20 can be returned).

• We reserve the right to limit return privileges for accounts that abuse our policy.

Final Sale Items

• Final sale promotions, customized items, limited edition items, and logo/private label items are not eligible for returns, refunds, exchanges, or replacements. However, if you received the wrong item or a manufacturing defect is confirmed on a final sale purchase, please Contact Us. We may request photos of the item (including size tags or other relevant details) to validate the issue.

Return Policy Abuse

We monitor return activity across all accounts to ensure our policy is used as intended. We reserve the right to limit or revoke return eligibility for any account we determine has abused this policy.

Abuse includes, but is not limited to:

• A pattern of repeated, excessive, or high-frequency returns

• Returns initiated without merchandise being sent back or returned in non-new condition

• Fraudulent return attempts (e.g., returning empty packages or non-Quince items)

In the rare event we determine that an account has abused our return policy, we will no longer be able to accept new orders for placement. In addition, returns or exchanges from your account will be blocked, even for orders still within their return window. Any return attempts will be refused, and Quince will not be financially responsible for return-ineligible items sent to us. 

We take care to distinguish between customers who return frequently within our policy and those who are genuinely abusing it. Our goal is to protect the integrity of our policy for everyone.

A Quick Note

We're not affiliated with Quince & Co. (the yarn and knitting company). Please don't contact them with return or service inquiries.

Quince is not responsible for any non-Quince items accidentally included in a return shipment.

What's the refund process?

Here’s a quick overview of our refund process:

Store Credit: Store credit will be issued once the carrier receives and weighs your return, typically within 3 business days of carrier receipt. An exception applies to Jewelry, Rugs, and made-to-order items, which must be received and processed by our warehouse before store credit can be issued.

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. Typically 7 business days from carrier delivery back to our facility.

Jewelry returns will be processed up to 7 business days after being received by the returns warehouse.

If a gift card or store credit was used on your order, refunds will be applied to those methods first. If applicable, any remaining balance will then be refunded to your other original form(s) of payment (such as a credit card used to cover a remaining amount).

You’ll receive an email confirmation once your refund 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 the return was sent using your own shipping label, we are unable to process a refund or exchange unless you are able to provide proof of shipment and receipt through the label's tracking numbers. In cases where we have not received a returned order, if tracking information does not show the item as sent, we will ask that you file a claim with the carrier for a lost package before we can process a refund or exchange.

Please note, we're not affiliated with Quince & Co. (the yarn and knitting company). Please don't contact them with return or service inquiries.

Quince is not responsible for any non-Quince items accidentally included in a return shipment.

How do I start a return?

To create a return, please log in to your Quince account using the same email address you used to place your order. If you don't have an account, you can create one with the same email address.

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 Start a Return. If using a mobile device, please click the item you wish to return, then select Return or Replace Items.

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 do exchanges work?

Exchange orders are created as soon as the carrier transmits the first scan of your item into their system.

Non-jewelry items

• Your new item ships as soon as the return carrier scans and weighs your returned item.

• You’ll get an email confirmation once your exchange is finalized.

• If a refund is issued instead, it may take a few days for your financial institution to post it.

Jewelry items

• Once the carrier receives your return package, it takes 7–14 business days to process your new order.

• You’ll get an email when your replacement ships.

• To help us process your exchange quickly, please use the correct shipping label and avoid mixing items from different returns.

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. Typically within 3 business days of carrier receipt.

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. Typically 7 business days from carrier delivery back to our facility.

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.

Do you offer gift returns?

We do! The return process depends on how the gift was purchased. Please review the options below for the appropriate next steps.

• Gift orders set up as a gift at purchase:

  If the order was shipped to the recipient's home and the recipient received email updates, the return can be initiated directly through the gift recipient's Quince account by following the standard return process here.

• Gift received with no email updates:

  If the recipient never received email updates or if the item was received as a physical, in-person gift, please Contact Us with the order number and/or the email address associated with the order (the gift giver's), a list of the items being returned, and a return address for the return label.

Can you issue my refund to a different card if my card is canceled, lost, expired, or stolen?

We are only able to process refunds to your original payment method. We are unable to issue refunds to a different card, different account, or different payment method.

How can I use store credit?

The fastest way to receive a refund is to refund items to store credit. Your store credit will be stored on the account associated with your order.

Check your balance: Log in to your account and click My Store Credit.

Use your credit: make sure you are logged into your account. You will be asked if you would like to apply your store credit in the payment process of checkout.

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.

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.

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 neighbor 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 Contact Us, and we’ll share 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 when you Contact Us. 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.