Shipping & returns
Shipping & returns
contact us at care@onequince.com
Shipping
Standard shipping is always free. Delivery time is typically 5-7 business days.
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.
Shipping for Made to Order Items
Standard shipping is always free. All made-to-order jewelry shipments above $100 require a signature upon delivery. We do not ship "Made to Order" items to PO Boxes, APO or FPO addresses. Items marked as "Made to Order" will arrive to you in the lead time stated on the product page.
Returns 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 3 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.
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 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?
We guarantee free returns of most items while keeping our prices low by consolidating parcels across the country. Please expect transit times of 5-7 business days. Once your return has been received by us, please allow up to 3 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.
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.
Shipping
Shipping
Standard shipping is always free. Delivery time is typically 5-7 business days.
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.
Shipping for Made to Order Items
Standard shipping is always free. All made-to-order jewelry shipments above $100 require a signature upon delivery. We do not ship "Made to Order" items to PO Boxes, APO or FPO addresses. Items marked as "Made to Order" will arrive to you in the lead time stated on the product page.
Returns
Returns 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 3 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.
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 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?
We guarantee free returns of most items while keeping our prices low by consolidating parcels across the country. Please expect transit times of 5-7 business days. Once your return has been received by us, please allow up to 3 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.
Missing or Lost Package
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.
