FREE SHIPPING & 365 DAY FREE RETURNS

FREE SHIPPING & 365 DAY FREE RETURNS

Faq

Faq

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?

All products except those which are Made to Order are typically shipped out in 1-2 days. Orders shipped via standard shipping options arrive to your door 5-7 business days after the date of the order. Transit times vary based on the shipping method and destination. Please note that carriers are experiencing delays due to Covid-19.

What should I expect around holiday shipping?

Your order ships directly to you from the manufacturer. Learn about our supply chain here. Due to widespread worker shortages, an increase in ecommerce demand, and continued Covid-related restrictions, retailers across the country are seeing longer shipping times than usual. We're doing our best to get orders to you as quickly as possible while considering the safety of our vendor and carrier partners. We appreciate your patience during this time! Please expect delays of 1-4 business days and plan ahead to get your holiday shopping delivered in time.

What about shipping on "Made to Order" items?

"Made to Order" items may have extended delivery times. Please reference the shipping details on the relevant product page for expected delivery times on made to order items.

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 or cancel my order?

All orders have a 2-hour cancelation window. To cancel an order, please login to your account with the same email used to place the order, go to My Orders & Returns, find the order you'd like to cancel, and click "Cancel." If more than 2 hours have passed since your order was placed, you will not see the option to cancel. Unfortunately we cannot cancel orders more than 2 hours after they have been placed. 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.

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. You will not be able to see your store credit balance unless you are logged in. Please not that refunds to store credit are non-reversible and cannot be converted into cash or refunds to the original form of payment.

What's your return policy?

Items may be returned for a full refund or exchange within 365 days of the purchase date, provided they meet the following requirements: 

  • All original packaging, including all tags or boxes must be included with the return.

  • Apparel must be unworn, unwashed, undamaged, and unaltered. 

  • Bedding may be washed or used, so long as it is returned within 365 days. 

  • Promotions are not refundable nor can they be transferred to another order. 

We hold the right to refuse items which do not meet these standards. 

Please expect transit times of 5-7 business days. Once your return has been received by us, please allow up to 10 business days for it to be processed if you are returning your item for a refund to original form of payment or for an exchange. Once you receive a refund notification, the refund will show on your credit card in 24-48 hours. If you are returning an item for store credit, your store credit will be issued as soon as the item arrives at our returns warehouse. You will receive an email confirmation once your refund or exchange has been completed.

If we do not receive the return, 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.

How long does it take for my return to process?

Once your return order has been received by us, please allow up to 10 business days for it to be processed unless you are returning an item for store credit, which is processed on arrival at our warehouse. 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 affiliate@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.

Orders & Shipping

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?

All products except those which are Made to Order are typically shipped out in 1-2 days. Orders shipped via standard shipping options arrive to your door 5-7 business days after the date of the order. Transit times vary based on the shipping method and destination. Please note that carriers are experiencing delays due to Covid-19.

What should I expect around holiday shipping?

Your order ships directly to you from the manufacturer. Learn about our supply chain here. Due to widespread worker shortages, an increase in ecommerce demand, and continued Covid-related restrictions, retailers across the country are seeing longer shipping times than usual. We're doing our best to get orders to you as quickly as possible while considering the safety of our vendor and carrier partners. We appreciate your patience during this time! Please expect delays of 1-4 business days and plan ahead to get your holiday shopping delivered in time.

What about shipping on "Made to Order" items?

"Made to Order" items may have extended delivery times. Please reference the shipping details on the relevant product page for expected delivery times on made to order items.

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 or cancel my order?

All orders have a 2-hour cancelation window. To cancel an order, please login to your account with the same email used to place the order, go to My Orders & Returns, find the order you'd like to cancel, and click "Cancel." If more than 2 hours have passed since your order was placed, you will not see the option to cancel. Unfortunately we cannot cancel orders more than 2 hours after they have been placed. 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!

Returns & Exchanges

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.

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. You will not be able to see your store credit balance unless you are logged in. Please not that refunds to store credit are non-reversible and cannot be converted into cash or refunds to the original form of payment.

What's your return policy?

Items may be returned for a full refund or exchange within 365 days of the purchase date, provided they meet the following requirements: 

  • All original packaging, including all tags or boxes must be included with the return.

  • Apparel must be unworn, unwashed, undamaged, and unaltered. 

  • Bedding may be washed or used, so long as it is returned within 365 days. 

  • Promotions are not refundable nor can they be transferred to another order. 

We hold the right to refuse items which do not meet these standards. 

Please expect transit times of 5-7 business days. Once your return has been received by us, please allow up to 10 business days for it to be processed if you are returning your item for a refund to original form of payment or for an exchange. Once you receive a refund notification, the refund will show on your credit card in 24-48 hours. If you are returning an item for store credit, your store credit will be issued as soon as the item arrives at our returns warehouse. You will receive an email confirmation once your refund or exchange has been completed.

If we do not receive the return, 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.

How long does it take for my return to process?

Once your return order has been received by us, please allow up to 10 business days for it to be processed unless you are returning an item for store credit, which is processed on arrival at our warehouse. 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.

Referral, Rewards, & Discounts

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.

Affiliates, Influencers, & Marketing

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 affiliate@onequince.com and we'll get in touch shortly!

Other

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.