Delivery and returns
Delivery
Standard delivery is always free. Delivery times vary depending on the item, delivery method, and destination.
To view the most accurate delivery estimate, please add the item to your basket, proceed to checkout, and enter your delivery address. The estimated delivery date will be displayed before placing your order.
Once an order has been dispatched, we are unable to intercept or amend the shipment. However, you can cancel and return the goods within 14 days of delivery if you change your mind. If you no longer wish to keep your order, you'll be covered under our Return Policy (detailed below). Quince currently ships within Canada, the United States, and the UK and Northern Ireland.
Delivery for made to order items
Standard delivery 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 that some items may be subject to a restocking fee if returned. This will not impact your statutory rights.
What's your return policy?
In addition to your statutory rights, items may be returned for a full refund or exchange within 365 days of the delivery date subject to the exclusions stated in this policy, and provided the following requirements are met:
All original 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 requested for return to validate their condition prior to accepting the return.
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.
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. This does not affect your statutory rights.
PayPal's refund policy covers 180 days. 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.
Clearpay's refund policy covers 120 days. If you used Clearpay to make a purchase and the return is processed after 120 days, the refund will be in the form of store credit.
Revolut Pay (RevPay) refund policy covers 180 days. If you used Revolut Pay (RevPay) to make a purchase and the return is processed after 180 days, the refund will be in the form of store credit.
Final Sale Policy
Some items are marked final sale and cannot be returned or exchanged.
Which Items Are Final Sale: Perishable goods, certain hygiene items or customisable items are designated as final sale outside the 14-day statutory cancellation period.
How to Identify Final Sale Items Before Purchase: Final sale items are labeled on the product page near the price. Final sale status is also noted in your cart at checkout.
No Exceptions Policy: Final sale items are not eligible for returns, exchanges, or refunds -under our standard 365-day returns policy. This policy does not affect your statutory rights if goods are faulty, not as described, or not fit for purpose. We encourage customers to review sizing guides and product details carefully before purchasing final sale items. If you received a final sale item that arrived damaged or defective, please contact support - quality issues are handled separately from the return policy.
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. For returns within the 14-day statutory cancellation period, refunds will be processed within 14 days of receiving the goods. For returns under our extended policy, this can take an additional 15 business days.
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.
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 delivery label, we may need to investigate with the carrier before processing a refund or exchange. Please retain proof of postage. For returns sent using our prepaid label, we will liaise with the carrier directly on your behalf.
If you received Promotional Quince Credit for 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. This does not affect your statutory rights.
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 enquiries.
Quince is not liable or responsible for any non-Quince items that are accidentally sent to us through the return process. We will make reasonable efforts to return such items to you upon your request and at your own cost.
How do I start a return?
To create a return, please log in to your Quince account. 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 delivery 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 can I use store credit?
One option for receiving a refund is 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.
Store credit can't be used with Express Pay options (Apple Pay, PayPal, etc.) and is not visible 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.
Unusual Activity and Returns Policy Abuse
We monitor return activity across all accounts to ensure our policy is used fairly. We reserve the right to limit or revoke return eligibility under our 365 day return policy for any account where we reasonably determine there has been misuse of this policy. Any such limitation will not affect your statutory rights under the Consumer Rights Act 2015.
When deciding whether to revoke return eligibility, we look at your most recent shopping behaviour. There is a 30-day delay before any changes to your status, so all returns have time to be processed in accordance with your statutory rights.
We monitor:
Your return rate – the value of items you return compared with what you spend overall; and
Your number of orders – how many orders you’ve placed.
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)
You can continue to make free returns for products that are faulty or where we have sent you a product that you did not order. These returns will be excluded from our consideration of your return rate.
In the rare event we determine that an account has misused our return policy, we may no longer accept new orders from that account. Discretionary returns or exchanges may also be blocked, even for orders still within their return window. This does not affect your statutory rights to cancel or in relation to faulty, misdescribed, or not-as-described goods.
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.
If we suspect fraudulent activity and/or notice any unusual activity with your account, we may refuse to issue a refund and suspend or close your account. Such activities include but are not limited to: complaints relating to unreceived orders, missing items, ordering and your returns activity.
If your account has been deactivated and you need to make a valid return, please contact customer care. Please note that we reserve the right to take legal action against you if the items you return do not match those you ordered.
Missing or lost package
If your package was marked as delivered but you cannot find it, please wait 48 hours before contacting customer service. In most cases, a carrier marks a package as delivered prematurely, and the package will arrive within 48 hours. In some cases, the package was delivered to a neighbour or placed in a different postbox. If you can, please ask your neighbours 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. We will investigate with the carrier on your behalf.
Why did I receive a lower refund or see a refund adjustment?
If you received store credit during your purchase (e.g. a £40 promotional credit applied at checkout), and you return an item, how we handle that credit in your refund depends on how much of that credit you've used. If none was used, we'll deduct the full £40 from your store credit and refund the remaining £80. If all £40 was used, we'll refund £40 to your original payment method. If you used part of it—say £20—we'll deduct £20 from your store credit and adjust your refund by £20. Please check your refund summary for full details or reach out to us if you have questions.
Your Statutory Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel most online purchases within 14 days of receiving your goods without giving any reason. You then have a further 14 days to return the goods. Certain items are exempt from this right, including personalised goods, sealed goods that have been opened after delivery where they cannot be returned for hygiene reasons, and goods that deteriorate or expire rapidly. You need to cancel your entire order. You should complete the normal returns process within the above timeframe, electing to return all of the items from your order or you may also use the Cancellation Form below, although it is not obligatory to do so..
You must return the product in the condition mentioned in the return policy above, except you may use the product only for such use that is necessary to assess the nature, characteristics and functioning of the Product, as you would have used in a physical store. Deduction could be made from the reimbursement for loss in value of any item supplied, if the loss is the result of your handling beyond what is necessary to establish the nature, characteristics and functioning of the item.
Refund will be made not later than 14 days from the time we receive your cancellation request, however if your order has not been received back from you during such time period, the refund may be delayed until such time the Product is received back, or if earlier, until the time you provide sufficient evidence that you have returned the Product.
Any commercial warranty we offer is in addition to these rights and does not replace or limit them. Nothing in this policy affects these statutory rights.
Cancellation Form
I hereby give notice that I withdraw from my contract for the purchase of the following goods [PLEASE DESCRIBE THE RESPECTIVE GOOD OR SERVICE SO IT IS POSSIBLE TO IDENTIFY THE ORDER];
Ordered on [xx] / received on [xx]
Name of customer
Address of customer
Date