Standard shipping is always free. Delivery time is typically 7-15 business days. We recommend budgeting in a couple more days to account for global carrier delays.

Once an order has shipped, it cannot be cancelled. If your order has already been processed, you’ll be covered under our Return Policy

We ship worldwide from our warehouses located in the US, China, Europe & Malaysia. Unfortunately, we are not able to ship to APO or FPO 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 15 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.

• 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 15 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 and Limited Edition items are considered final sale and are not returnable.

• Made to Order items and Mirrors 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 can 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?

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 ensure you are logged into your account. You will be asked if you would like to apply for your store credit in the checkout payment process. You will not be able to see your store credit balance unless you are logged in. Please note 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. Sometimes, the package was delivered to a neighbour or placed in a different mailbox. If you can, please ask your neighbours 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 the 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@thescandicstore.com.  If a package is reported as missing > 1 week after the expected delivery date, you will be asked to file a claim with the postal carrier and we cannot guarantee a replacement.