View our accessibility statement

Free shipping & easy returns for 365 days.

hero-image
hero-image
Shipping and returns
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 canceled or edited. If your order has already been processed, you'll be covered under our Return Policy (detailed below).

We do not ship outside of the United States at this time. 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 product page and are subject to a $35 restocking fee if the item is returned.

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 requested for return to validate their condition prior to 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 underwear 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 their 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 in the form of store credit as we are not able to 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 in the form of store credit).

The following exceptions to the above policy apply:

  • Final sale promotions are not refundable 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 rugs, mirrors, wall art & made to order items are subject to a $35 restocking fee for storage and handling.

  • All items customized with a logo or private label are final sale and may not be returned or replaced.

  • Gold bars are final sale and are not returnable.

  • Engagement rings may only be returned within 60 days of the purchase date. No engagement ring returns will be accepted after 60 days.

  • Holiday décor items, including artificial Christmas trees, must arrive in our return facility by 12/23/23 in order to receive a full refund. Artificial Christmas trees are subject to a $25 restocking fee for storage and handling.

  • We stand behind the quality of our products and offer a limited warranty for certain 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.

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, 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 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?

In order to create a return, please log in to your account. If you have not yet created an account, you can do so here with the email address you used for your original order. Once you have an account created, please log in and go to My Orders > My Orders & Returns > Return or Replace Items to view your orders and select the items you’d like to return or exchange. Once your return is processed, you will receive an automated email including a shipping label. You can also retrieve your return label on the Orders & Returns page of your account.

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 refund items to 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 in the payment process of 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 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 email us at care@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.