ORDERS & RETURNS
PLEASE NOTE THAT OUR POLICIES CHANGE FROM TIME TO TIME. PLEASE READ THIS PAGE FOR OUR CURRENT POLICY.
ORDER CANCELLATION & CHANGES
Once your order is placed, it is sent immediately to our fulfillment center, and we are unable to make changes or cancellations to placed orders for any reason. You may return your order for store credit as soon as you receive it (in its original packaging).
30 DAY RETURN POLICY
Products may be returned for store credit only. No refunds will be issued, and we are not able to hold product for exchange.
All returns must be postmarked within 30 days from the delivery date in order to qualify as a return. If you send your package outside of the 30-day window, we reserve the right to reject your return.
All returned items must be in new, unused, and unwashed condition. When your items are received and verified to be in new condition, we will issue store credit in the form of 1 gift card for the total amount paid for the merchandise returned (less the shipping label fee).
All returns must be sent with delivery confirmation and/or tracking information. We are not responsible for returns lost in transit. Please include a copy of your packing list or receipt so that we may quickly process your return. Shipping fees will not be credited.
The following items are NOT ELIGIBLE FOR RETURN:
- Items sold in our sample set sales or outlet. This includes grab bags and mystery quilts.
- Any free products that are given away as part of a promotion.
- Items that have been worn/used or washed.
Defective Claims: In the event that an item arrives defective, please note this issue in your return request that you submit in the returns processing system. Proof of damage/defect (photos) may be required to process request.
All returns must be submitted to and authorized in our returns processing system. Returns will not be authorized via phone and email.
To make a request for a return and a pre-paid shipping label, please Click Here to go to our returns processing system. Please do not send back any item(s) until your return request has been accepted in our system. When your request has been accepted, we will email you a prepaid shipping label to send your item back to Kate Quinn. When we receive your return, the cost of shipping ($5.99) will be deducted from your refund amount.
If you would prefer to use your own label and pay for shipping separately, please discard the prepaid shipping label and you will not be charged for it.
There is no charge for our label if you do not use it.
PRICE ADJUSTMENTS (does not apply to special sale events)
We will gladly issue a one-time price adjustment within 7 days of your purchase in the form of a store credit (gift card) upon request - this does not apply to price point sales, yard sales or moving/clear out sale events. Price adjustments are only authorized if we have the same item (same sku number which includes color, style, fabric and size) available on our site/in stock at the time the price adjustment is requested. We will reference the date and time of your request against our inventory at that time. International orders are exempt from price adjustments.
PROMOTIONAL DISCOUNT CODES
If you have trouble applying a promotional discount code to your order before check out, please reach out to customer service team at email@example.com within 10 minutes of your purchase. Be sure to include your order number and the code you were trying to apply. We will do our best to accommodate these requests. Requests made after the first 10 minutes of placing an order will not be accommodated. This policy applies to orders placed 12/14/2022 and forward. We are not able to retroactively apply discount codes to orders previous of 12/14/2022.
- Promotional offers may not be combined
- Only one discount code is allowed per order
- Loyalty Reward Codes and Promotional Discount Codes cannot be combined.
MERGED ORDERS (during drops only)
If you place 2 or more orders within 4 hours of a *drop*, we will combine your orders into one. Orders must meet the following criteria in order to be merged:
- Orders from the same email account
- Orders with the same Shipping address
- Orders placed within 4 hours of drop
In addition to merging orders, the system will REFUND the extra shipping charges. The shipping charged on the merged order will be the highest shipping cost paid on any single order. Shipping charges that are not used will be refunded to the original form of payment.
There is no minimum order value to qualify for combining orders. Customer will be notified by email when their orders are merged and will also receive order cancellation emails for the combined orders. International orders will also be merged.
*drop* we define a drop as any launch of a collection, pop-up, promotion or event that has a predetermined launch time and that we shut down the site for immediately prior to launch.
More information about our order merging policies can be found here.
OUT OF STOCK ITEMS
In the event a popular item sells out quickly, we may experience an oversell error on one or more items. When this occurs, we will refund you the item(s) impacted. This policy is currently under review and as with all policies, is subject to change.
OUR COMMITMENT TO FAIRNESS
We believe in a level playing field for product launches here at Kate Quinn. That’s why we don’t condone the use of automation or scripting methods intended to offer any shopper an unfair advantage.
The use of bots, or other computer aided purchasing programs (browser extensions, etc) are forbidden. If we see purchasing behavior that indicates the use of programmatic means to place orders, we reserve the right to cancel those orders for full refund.
While we use tools to try to reduce the number of automated purchases on the site, we cannot fully control or eliminate them. We use a combination of technology and order processing audits to try to remove as many instances that we can identify. However, due to the high volume of orders that we process and the changing nature of the tools used to automate purchasing, we cannot guarantee we’ll catch every instance.
No purchases may be initiated while our store is closed in preparation for an event. Customers who have started carts prior to shut down can finish their purchase and check out, but may not add any new items to their carts until the site opens for other customers. Orders placed during shut down may be canceled and refunded at our discretion.