Frequently Asked Questions

Delivery

How long will my order take to arrive?

We process all orders within 1–3 working days. Once dispatched, delivery typically takes 5–18 working days — so your order should arrive within 6–21 working days from the date of purchase. All timescales are estimates and may vary depending on your location and local postal services.

Is delivery really free?

Yes. Free delivery on every order, with no minimum spend. We ship to addresses within the United Kingdom.

Will I receive tracking information?

Yes. Once your order is dispatched, you will receive a shipping confirmation email with your tracking number.

Do you deliver to PO Boxes?

Unfortunately we are unable to deliver to PO Box addresses. Please provide a full street address when ordering.

Returns

What is your returns policy?

We offer a 30-day returns window from the date of delivery. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you also have a statutory right to cancel your order within 14 days of receiving your goods without giving any reason. If you are not completely satisfied, please contact us at hello@quincelle.com and we will be happy to help. Please see our Refund Policy for full details.

My item arrived damaged. What do I do?

Please contact us within 48 hours of delivery with your order number and a photo of the damage. We will send a replacement or issue a full refund — whichever you prefer.

Orders

Can I add a gift message?

Yes. You can add a personal message at checkout in the gift message field. Your message will be included with your order.

Can I cancel or amend my order?

Please contact us as soon as possible at hello@quincelle.com if you need to cancel or change an order. We will do our best to help, though we cannot guarantee changes once an order has been dispatched.

I have not received my order. What should I do?

If your order has not arrived within the estimated timeframe, please contact us at hello@quincelle.com with your order number. We will investigate and resolve it promptly.