How can I track my order?

You can track your order by following the tracking link in your shipping confirmation email or by logging into the Account Page, locating the order in question, and clicking on "Track Package." Click on "Show Carrier Tracking Page" to be shown the specific tracking link provided by the carrier.

How long does shipping take?

For all products except jewelry, orders are typically processed within 1-2 days. Shipping times vary based on the shipping method and destination. Generally speaking, orders shipped via standard shipping options arrive to your door 4-6 business days from the shipment date. Please note that carriers are experiencing delays due to Covid-19.

And what about jewelry shipping?

Items marked as "Made to Order" typically ship in 15-20 days. Items marked as "In Stock" typically ship in 3-5 business days.

How much does shipping cost?

We strive to maintain low shipping costs and all products include basic free shipping. You may also purchase expedited shipping.  This cost of expedited shipping varies depending on the size, weight, and destination of your order. Since items may ship from multiple manufacturers, expedited shipping costs are applied separately by item ordered.

Where does my order ship from?

Quince is a global platform, connecting customers with manufacturers from across the world. Your order could ship from a variety of locations depending on the manufacturer's location.

How can I edit my order?

Many of our orders go into fulfillment immediately. In those cases, we cannot edit orders. To see if we can edit your order, please contact us at care@onequince.com. Once an order has shipped, it cannot be edited. If your order has already been processed, you'll be covered under our Return Policy.

How do I cancel my order?

We try our best to ship items as quickly as we can. As a result, we are unable to promise a cancellation window. Please contact us at care@onequince.com as soon as possible to request an order cancellation. If your order has already been processed, you'll be covered under our Return Policy.

How do I change my shipping address?

Before placing your order on Quince, you can change the shipping address directly in your shopping cart. Within 8 hours of placing your order, please contact care@onequince.com and we will do our best to change it before your order ships. Once your order has shipped, we unfortunately can no longer change the address. We recommend contacting your local post office with your tracking numbers to see if they can reroute your order to another address.

I received a notification that my order has been delivered, but I haven't received it!

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 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 have not 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.

Do you ship internationally?

Not yet - but we're working on it! Stay tuned!

How Do I Start a Return?

An account is required to return an item. First, please create an account with the same email used to place your order. Once you have an account created, please login and go to Account > Orders & Returns > Return or Replace Items. Once you have processed a return, 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 once you have requested a return.

How Do Exchanges Work?

Exchanges are created when a return is received. To receive your new item faster, we recommend requesting a return for a refund and placing a new order. Unfortunately we are not able to process exchanges for different products at this time.

What is your return policy?

Items may be returned within 365 days of the purchase date. You may request a full refund or an exchange for all items other than made-to-order jewelry. Returns of made-to-order jewelry are subject to a $35 restocking fee. Ring resizing after a first request to resize on any ring order is subject to a $35 resizing fee. We will be able to offer ring resizing only once a year. Once a ring has been resized, it can no longer be returned for an exchange or a refund. Apparel must be unworn, unwashed, undamaged, and unaltered. You must include any original packaging, including all tags or boxes, for us to accept returns. Bedding may be washed or used, so long as it is returned within 365 days. We hold the right to refuse items which do not meet these standards. Once your return order has been received by us, please allow up to 14 business days for it to be processed. You will receive an email confirmation once your refund or exchange has been completed. Once you receive a refund notification, the refund will show on your credit card in 24-48 hours.

How Long Does It Take for My Return to Process?

Once your return order has been received by us, please allow up to 5 business days for it to be processed. You will receive an email confirmation once your refund or exchange has been completed. Once you receive a refund notification, the refund will show on your credit card in 24-48 hours.

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 do I participate in Referrals & Rewards?

Click on either the Account or Refer & Earn link in the menu bar to create an account. Once an account is created, you'll be able to refer friends and manage your rewards points in the Account Page under Referral & Rewards.

Where can I find my referral link?

You can find your referral link on the Refer & Earn page and also on the Account page under Rewards & Referrals.

How can I earn points?

You can earn points in a number of ways. Click on "Manage Rewards" and then "Earn Points" to see the ways you can earn points to earn discounts on future purchases.

How do I check my points balance?

Click on Manage Rewards on the Account page and your points total will be shown in the top-left of the pop-up.

How do I redeem my points?

Go to the My Rewards section of the Account page and click on Manage Rewards. Click on Redeem Points and then click on a $ Off amount based on your points. Once you've selected the $ Off amount, click on My Rewards and you will see a coupon code in the right hand column which you can apply at checkout to any future order. 

A friend used my referral link, but the points aren't showing up in my account.

Referral points are activated only when the referred person has made a purchase using your referral link. Please make sure that your friend completed a purchase using the referral link you provided them to complete the order.

How long do I have to use my points?

You're eligible to use your points up to 1 year after they have been earned, either from the date that a referred friend makes a purchase, or from the date that you earn points for completing actions outlined in the Manage Rewards pop-up on the Account Page.

How do I contact support if I have questions about my points?

Our team is ready and waiting to answer your questions about our rewards program. Just send us an email to care@onequince.com and we will take care of the rest.

I forgot to use a discount code, can it still be applied?

Unfortunately, we are not able to apply discount codes to past orders.

I'm interested in becoming an affiliate for Quince or promoting Quince products on my platform. How do I get in touch?

Feel free to reach out to marketing@onequince.com and we'll get in touch shortly!

What happened to Last Brand?

We changed our name from Last Brand to Quince on June 30, 2020 as part of a site redesign and launch to provide a more elevated shopping experience.

Any other questions?

You can contact us at care@onequince.com with any questions, concerns or inquiries.