Frequently Asked Questions

Delivery

How long will my order take to arrive?

UK orders typically arrive within 5-15 working days. International orders take 7–14 working days for Europe, US, Australia, and Canada, and 10–21 working days for the rest of the world. All timescales are estimates.

Is delivery really free?

Yes. Free worldwide delivery on every order, with no minimum spend.

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 free returns within 30 days of delivery — no questions asked. If you are not completely happy with your order, contact us at hello@quincelle.com and we will arrange everything.

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 immediately — 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.