Faq
Faq
contact us care@ONEQUINCE.COM (240)766-8662
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.
And what about jewelry shipping?
For jewelry, processing and shipping times depend on the items ordered:
Items marked as "Made to Order": Our jeweler handcrafts the piece once the order is placed, and they are ready to ship within 7 business days. Generally speaking, total delivery time is 10-15 business days.
Items marked as "In Stock": Delivery time is typically 2-3 business days.
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."
Feel free to click on "Show Carrier Tracking Page" to be shown the specific tracking link provided by the carrier.
How much does shipping cost?
We strive to maintain low shipping costs and almost all products include basic free shipping. At your option, you may purchase an expedited ship. This cost 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?
You can edit your order up to 8 hours from the time the order was placed by reaching out to our team at care@onequince.com. Once an order has been shipped, we unfortunately won't be able to
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 before 6 pm PST to cancel your order. Cancellation requests made after 6 pm PST are unlikely to be fulfilled. If it is before 6 pm PST and you would like to cancel your order please contact care@onequince.com immediately.
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, you can contact care@onequince.com and we'll 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.
It says my order has been delivered but I haven't received it. Help?!
First, please double check the shipping address on your order confirmation to make sure your order was shipped to the correct address.
Also, it's possible that a neighbor or roommate may have picked up your package or the postal service left the package somewhere to keep it safe and out of sight.
Finally, we've learned that oftentimes postal carriers mark an order delivered a day or two before it is actually delivered. If your package hasn't been delivered 3 business days after it is marked as delivered, please contact us at care@onequince.com and we'll do our best to track it down.
Do you ship internationally?
Not yet - but we're working on it! Stay turned!
What is your return policy for all products except jewelry?
Please note: returns and exchanges may take a few extra days to process as most employees are working from home. We will process your return or exchange as fast as possible. You should expect all returns & exchanges to be processed within 7 days of receiving the returned item(s). We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com. For all products except jewelry, items may be returned within 100 days of delivery. Returns for your first order are free and a full refund can be applied to the original form of payment. On subsequent orders, exchanges are always free and returns are also free if you wish to receive store credit. If you'd like to receive payment back to your original form of payment on these subsequent orders, a $6 restocking fee will be deducted to account for return shipping and restocking costs.
What's the rationale for our return policy? We offer free returns on your first order in an attempt to help you gain trust in our product quality, which we take a lot of pride in. On subsequent orders, given our radically low prices and margins, we must deduct the restocking fee mentioned above to cover the shipping and restocking costs.
For more information, please review our Return Policy.
What is your return policy for jewelry?
Please note: returns and exchanges may take a few extra days to process as most employees are working from home. We will process your return or exchange as fast as possible. You should expect all returns & exchanges to be processed within 7 days of receiving the returned item(s). We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com.
For jewelry orders, we also offer free returns within 100 days of delivery. Like all other products, for your first jewelry order, returns and exchanges are free and full refunds can be applied to the original form of payment.
On subsequent jewelry orders that are returned or exchanged, we are able to cover the cost of shipping and restocking when items are returned for store credit. If you'd like to receive payment back to your original form of payment on these subsequent orders, we must deduct a restocking fee to handle return shipping costs, restocking and administrative fees
For jewelry pieces priced less than $100, the restocking fee is $6, consistent with all other products
For jewelry pieces priced above $100, the restocking fee is $35, as shipping higher value jewelry pieces back to our jewelry partner carries higher insurance costs that we must bear
For more information, please review our Return Policy.
How do I start a return?
Please note: All refunds and exchanges have been postponed until the COVID-19 lockdown has lifted at which point we will return to our physical SF office and start processing returns. We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com.
To return an item, an account is required so that we can automatically generate a return label for you. If you do not have an account, please create one here using the email associated with your order. Once you have an account created, please login to your account and go to Account > Orders & Returns > Return or Replace Items to start the return process and generate your prepaid return label.
An automated email along with the return shipping label will be sent to your email address.
Please note that in order to receive a refund or exchange you must have an account. If you have not yet created an account please do so before requesting a return. Your email address must be the same as the one that you used for the original order.
How can I exchange an item?
Please note: All refunds and exchanges have been postponed until the COVID-19 lockdown has lifted at which point we will return to our physical SF office and start processing returns. We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com.
We would be happy to process your exchange! To exchange an item, please log in to your account, find the item(s) you wish to return, choose "Return or Replace Items," and choose to replace for the same item or exchange for a different item. An automated email along with the return shipping label will be sent to your email address.
We'll cover the cost of the return shipping and standard shipping on the replacement item.
Please note that in order to exchange you must have an account. If you have not yet created an account please do so before requesting an exchange. Your email address must be the same as the one you used for the original order.
What's the status of my refund?
Please note: All refunds and exchanges have been postponed until the COVID-19 lockdown has lifted at which point we will return to our physical SF office and start processing returns. We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com.
If you're having trouble finding your processed refund in your account, we recommend contacting your bank or payment provider for more information.
Can you issue my refund to a different card is my card is canceled, lost, expired, or stolen?
Please note: All refunds and exchanges have been postponed until the COVID-19 lockdown has lifted at which point we will return to our physical SF office and start processing returns. We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com.
We can only refund your money to your original payment method and we are unable to issue refunds to a different card, different account, or different payment method. For more information please review our Return Policy.
We recommend that you contact your card issuer for help with receiving a refund if your card was replaced.
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 the $ Off amount that you'd like to redeem your points for.
Once you've selected the $ Off amount, click on My Rewards and you will see a coupon code in the right hand column that 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.
Please make sure that your friend completed a purchase and used the referral link you provided them to complete the order.
If you believe that's the case, please reach out to us at care@onequince.com and we'll take a look at your account.
How long do I have to use my points?
You're eligible to use your points for up to 90 days 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'm interested in becoming an affiliate for Quince. How do I get in touch?
We're thrilled to hear it! 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.
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.
And what about jewelry shipping?
For jewelry, processing and shipping times depend on the items ordered:
Items marked as "Made to Order": Our jeweler handcrafts the piece once the order is placed, and they are ready to ship within 7 business days. Generally speaking, total delivery time is 10-15 business days.
Items marked as "In Stock": Delivery time is typically 2-3 business days.
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."
Feel free to click on "Show Carrier Tracking Page" to be shown the specific tracking link provided by the carrier.
How much does shipping cost?
We strive to maintain low shipping costs and almost all products include basic free shipping. At your option, you may purchase an expedited ship. This cost 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?
You can edit your order up to 8 hours from the time the order was placed by reaching out to our team at care@onequince.com. Once an order has been shipped, we unfortunately won't be able to
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 before 6 pm PST to cancel your order. Cancellation requests made after 6 pm PST are unlikely to be fulfilled. If it is before 6 pm PST and you would like to cancel your order please contact care@onequince.com immediately.
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, you can contact care@onequince.com and we'll 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.
It says my order has been delivered but I haven't received it. Help?!
First, please double check the shipping address on your order confirmation to make sure your order was shipped to the correct address.
Also, it's possible that a neighbor or roommate may have picked up your package or the postal service left the package somewhere to keep it safe and out of sight.
Finally, we've learned that oftentimes postal carriers mark an order delivered a day or two before it is actually delivered. If your package hasn't been delivered 3 business days after it is marked as delivered, please contact us at care@onequince.com and we'll do our best to track it down.
Do you ship internationally?
Not yet - but we're working on it! Stay turned!
What is your return policy for all products except jewelry?
Please note: returns and exchanges may take a few extra days to process as most employees are working from home. We will process your return or exchange as fast as possible. You should expect all returns & exchanges to be processed within 7 days of receiving the returned item(s). We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com. For all products except jewelry, items may be returned within 100 days of delivery. Returns for your first order are free and a full refund can be applied to the original form of payment. On subsequent orders, exchanges are always free and returns are also free if you wish to receive store credit. If you'd like to receive payment back to your original form of payment on these subsequent orders, a $6 restocking fee will be deducted to account for return shipping and restocking costs.
What's the rationale for our return policy? We offer free returns on your first order in an attempt to help you gain trust in our product quality, which we take a lot of pride in. On subsequent orders, given our radically low prices and margins, we must deduct the restocking fee mentioned above to cover the shipping and restocking costs.
For more information, please review our Return Policy.
What is your return policy for jewelry?
Please note: returns and exchanges may take a few extra days to process as most employees are working from home. We will process your return or exchange as fast as possible. You should expect all returns & exchanges to be processed within 7 days of receiving the returned item(s). We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com.
For jewelry orders, we also offer free returns within 100 days of delivery. Like all other products, for your first jewelry order, returns and exchanges are free and full refunds can be applied to the original form of payment.
On subsequent jewelry orders that are returned or exchanged, we are able to cover the cost of shipping and restocking when items are returned for store credit. If you'd like to receive payment back to your original form of payment on these subsequent orders, we must deduct a restocking fee to handle return shipping costs, restocking and administrative fees
For jewelry pieces priced less than $100, the restocking fee is $6, consistent with all other products
For jewelry pieces priced above $100, the restocking fee is $35, as shipping higher value jewelry pieces back to our jewelry partner carries higher insurance costs that we must bear
For more information, please review our Return Policy.
How do I start a return?
Please note: All refunds and exchanges have been postponed until the COVID-19 lockdown has lifted at which point we will return to our physical SF office and start processing returns. We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com.
To return an item, an account is required so that we can automatically generate a return label for you. If you do not have an account, please create one here using the email associated with your order. Once you have an account created, please login to your account and go to Account > Orders & Returns > Return or Replace Items to start the return process and generate your prepaid return label.
An automated email along with the return shipping label will be sent to your email address.
Please note that in order to receive a refund or exchange you must have an account. If you have not yet created an account please do so before requesting a return. Your email address must be the same as the one that you used for the original order.
How can I exchange an item?
Please note: All refunds and exchanges have been postponed until the COVID-19 lockdown has lifted at which point we will return to our physical SF office and start processing returns. We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com.
We would be happy to process your exchange! To exchange an item, please log in to your account, find the item(s) you wish to return, choose "Return or Replace Items," and choose to replace for the same item or exchange for a different item. An automated email along with the return shipping label will be sent to your email address.
We'll cover the cost of the return shipping and standard shipping on the replacement item.
Please note that in order to exchange you must have an account. If you have not yet created an account please do so before requesting an exchange. Your email address must be the same as the one you used for the original order.
What's the status of my refund?
Please note: All refunds and exchanges have been postponed until the COVID-19 lockdown has lifted at which point we will return to our physical SF office and start processing returns. We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com.
If you're having trouble finding your processed refund in your account, we recommend contacting your bank or payment provider for more information.
Can you issue my refund to a different card is my card is canceled, lost, expired, or stolen?
Please note: All refunds and exchanges have been postponed until the COVID-19 lockdown has lifted at which point we will return to our physical SF office and start processing returns. We apologize for any inconvenience and thank you for understanding. If you have any questions or concerns please contact us at care@onequince.com.
We can only refund your money to your original payment method and we are unable to issue refunds to a different card, different account, or different payment method. For more information please review our Return Policy.
We recommend that you contact your card issuer for help with receiving a refund if your card was replaced.
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 the $ Off amount that you'd like to redeem your points for.
Once you've selected the $ Off amount, click on My Rewards and you will see a coupon code in the right hand column that 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.
Please make sure that your friend completed a purchase and used the referral link you provided them to complete the order.
If you believe that's the case, please reach out to us at care@onequince.com and we'll take a look at your account.
How long do I have to use my points?
You're eligible to use your points for up to 90 days 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'm interested in becoming an affiliate for Quince. How do I get in touch?
We're thrilled to hear it! 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.
