FAQ
Short answers for orders, gifts, and the house. Write to us if you need more.
Where do you deliver?
We ship within the United Kingdom. Delivery rates and any complimentary threshold are on Shipping & returns. We are not taking EU or rest-of-world orders at the moment unless that page says otherwise.
How long does dispatch take?
Each product page shows a dispatch window. Most pieces leave within a few working days; some take longer. Digital gift cards are emailed, usually within a few minutes.
When should I order for Christmas?
Order-by dates are on each product page from early November. They are for dispatch to UK mainland, not a carrier guarantee. Gift cards by email are not bound by parcel cutoffs.
How do I send a gift?
Shop Gifts by price, or send a digital gift card by email — to you or to someone else, with a message if you like. Physical pieces ship as ordinary orders.
How do I find my order?
Use Find an order with the email and order number from your receipt. No account needed. Tracking appears there once the parcel is with the carrier. Sign in to request a return.
How do returns work?
You have 14 days from receipt to return unused items in original condition. Sign in, open the order, and request a return. Return postage is yours unless the item is faulty. Faulty goods are covered by the Consumer Rights Act — write to us with the order number.
How can I pay?
Pay at checkout with card, Apple Pay, Google Pay, or Klarna, when Stripe offers it for your order. Klarna is 18+, UK residents, subject to status. Gift cards cannot be bought with Klarna.
Do you have a shop I can visit?
We are online only. There is no click-and-collect or showroom.
Is there a first-order code?
Join the journal in the footer. The first note includes WELCOME10, ten percent off a first order. We do not use pop-ups. The list is for new pieces and Christmas order-by dates, not a stream of offers.
Do you have a loyalty programme?
Yes. Paid orders earn points on the merchandise total, not gift cards. Sign in to spend them in the bag, and share an invite from Account for a friend’s first order. The details are on Loyalty.
Can I share a saved list?
Yes. On Saved, share the list with a link. Anyone with it can see the pieces, not your account.
Shipping & returns · Gifts · Gift cards · Loyalty · Find an order
Still stuck: hello@quinceandclay.co.uk · Contact