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Free Shipping & 365 Day Free Returns
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, especially over the holiday season.

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.

We do not ship outside of the United States at this time. Unfortunately we are not able to ship to Guam or APO 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.

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 categories but bedding must be unworn, unwashed, undamaged, and unaltered. 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

  • 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).

The following exceptions to the above policy apply:

  • Final sale promotions are not refundable nor can they be transferred to another order. 

  • Customized items are not refundable.

  • Made to Order items are subject to a $35 restocking fee for storage and handling.

You will receive an email confirmation once your refund or exchange has been completed. Once your return has been received and weighed by the carrier, please allow up to 5 business days for it to be processed. Once you receive a refund notification, the refund will show on your credit card in a few days. If you are returning an item for store credit, your store credit will be issued as soon as the carrier weighs the item and it is in transit.

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

How do I start a return?

In order to create a return, you must have an account. If you have not yet created an account, please do before requesting a return. Your email address must be the same as the one you used for the original 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.

How long does it take for my return to process?

Once your return order has been received and weighed by the carrier, 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 a few days.

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.

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.