Quince

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official website: https://www.quince.com/
• Customer service (chat/text/callback, daily 8am-8pm ET): 888-618-9322
• Callback requests (daily 9am-6pm ET); also BBB-listed and privacy-policy number: 913-675-2981
• Privacy requests: [email protected]
• Furniture returns: [email protected]
• My Orders & Returns (start a return, track, cancel/edit before shipment): https://www.quince.com/account/my-orders-returns

Locations

Ordered from Quince? What to check

Quince (legally Last Brand, Inc.) is a direct-to-consumer retailer of cashmere, apparel, bedding and home goods sold at quince.com. Quince's own homepage advertises "Free shipping & easy returns for 365 days," and its Shipping and Returns page states: "Most items can be returned for free for a full refund or exchange within 365 days of delivery date." Standard shipping is always free, and Quince ships within the US (including non-contiguous states) and Canada, but not to Guam, APO, FPO or DPO addresses. Once an order has shipped, Quince's policy says it "cannot be canceled or edited."

• To start a return or exchange, track an order, or cancel/edit an order before it ships, log in at quince.com and use My Orders & Returns.
• Shorter windows and fees apply to some categories: furniture is returnable within 30 days of delivery for stocked items (7 days for made-to-order), subject to a 15% restocking fee that also applies to cancellations made more than 24 hours after ordering and to returns due to sizing or access issues; wall art has a 30-day window with a 15% restocking fee; made-to-order jewelry, rugs and mirrors carry a $35 restocking fee; holiday decor (including artificial Christmas trees, which carry a $25 restocking fee) must be returned and postmarked by December 23 of the purchase year; engagement rings must be returned within 60 days of purchase with "no exceptions after 60 days"; and luggage does not carry a shorter window or fee but "must include original product tags and the Return Tag to be eligible for a refund."
• Jewelry returns must be in original condition with no signs of wear and include original packaging and certification; if a certificate is missing, Quince charges a recertification fee ($30 for grading cards or diamond certificates up to 2.99ct, $100 for 3ct or more), items with minor wear (light, polishable scratches) may get a partial refund minus a refurbishment fee, and items with significant damage not caused by a manufacturing defect are not refundable and are shipped back to the customer at their own cost.
• If an order arrives incorrect, damaged or defective (outside the final-sale categories below), Quince's own returns page says: "If you receive an incorrect, damaged or defective product we may ask for you to provide photos and conduct a physical return for us to root cause and prevent these instances in the future."
• Final sale items — "final sale promotions, customized items, limited edition items, and logo/private label items" — are not eligible for returns, refunds, exchanges or replacements according to Quince's own policy page. Two other categories are excluded on their own, separate terms: Gold Bars "are final sale and not returnable," and for Caviar & Wine "we can't accept returns or exchanges" due to food safety regulations, though Quince's page says to contact it if an order in any final-sale category arrives damaged, incorrect, or with a confirmed manufacturing defect.
• Refund timing: store credit is typically issued within 3 business days of the carrier receiving a return — except jewelry, rugs and made-to-order items, which must first be received and processed at Quince's warehouse — while a refund to the original payment method typically takes about 7 business days after the item reaches the warehouse. Quince's page says that refund is also capped by each payment method's own window: credit/debit card 365 days, PayPal and Klarna 180 days, Afterpay 120 days, and Amazon Pay 90 days; once that window passes, Quince issues store credit instead.
• If a refund doesn't arrive within those windows, Quince's contact channels (below) can be used to follow up; a shopper who paid by credit card also has a separate, federal right to dispute the charge directly with the card issuer — the Consumer Financial Protection Bureau says a cardholder "must . . . send a written billing error notice to the card company within 60 calendar days after the charge appeared on your statement." The CFPB (consumerfinance.gov/complaint) and the FTC (reportfraud.ftc.gov) also take complaints about online purchases.
• On "traditional retail" comparison prices shown next to some items, Quince's own site displays this disclaimer: "Traditional retailer costs are an approximation based on our knowledge of what it costs Quince to produce this product. Traditional retailer costs may vary and do not represent dollar-for-dollar costs of any specific third party." A federal rule, the FTC's Mail, Internet, or Telephone Order Merchandise Rule, separately requires any seller who advertises a ship date to have "a reasonable basis to expect" it can ship within that time (or within 30 days if none is stated), and to get the buyer's consent to a delay or refund the payment if it can't.
• If a package shows as delivered but you can't find it, Quince's page asks you to wait 72 hours before contacting customer service, since carriers sometimes mark a package delivered early or leave it with a neighbor. Quince says to report any missing or lost package within 1 week of the expected delivery date; a report made more than a week later requires filing a claim with the carrier instead, and Quince says it "cannot guarantee a replacement" in that case.
• Reach Quince by chat or at (888) 618-9322, daily 8am–8pm ET, or request a callback at (913) 675-2981, daily 9am–6pm ET.
• If a dispute isn't resolved, you can file a complaint with your state consumer-protection office (USA.gov maintains a directory at usa.gov/state-consumer), or with the Better Business Bureau, which already lists an active Quince.com profile.

Quince's returns page also notes: "we're not affiliated with Quince & Co. (the yarn and knitting company). Please don't contact them with return or service inquiries" — and, separately, Quince the retailer is not the Michelin-starred San Francisco restaurant Quince either (see below).

Company background

Quince is operated by Last Brand, Inc., which its own Privacy Policy describes as "Last Brand, Inc. (dba Quince)" and whose Terms of Service name as the entity behind the site, governed by Delaware law with San Francisco, CA courts named for disputes. The company's BBB profile lists Last Brand, Inc. as an "Alternate Name," a business address of 260 Townsend St, San Francisco, CA, a business-start date of December 5, 2018, incorporation on March 19, 2019, and about 300 employees (BBB-reported). Federal court filings consistently caption the company as "Last Brand, Inc. d/b/a Quince."

Quince's own About Us page says: "Quince started when we brought our work home. We built careers working for high-end brands, but investing in luxury clothing, jewelry and home goods for ourselves was a rare treat. So, we built our own brand—committed to making exceptionally high-quality essentials at a price within reach." The page attributes its pricing to a "factory-direct model that cuts out the supply-chain middlemen," stating: "Our prices stay low because we avoid the expenses of the traditional supply chain, including sourcing agents, warehousing, wholesaling, distribution and storefront retail." Trade-press reporting (not independently confirmed against a Quince statement of the exact rebrand date) describes the company as founded in 2019 under the name Last Brand and rebranded to Quince in June 2020.

Shoppers researching this company should be aware that at least two other, unrelated businesses use very similar names: the yarn and knitting brand "Quince & Co.," which Quince's own site disclaims any affiliation with, and the Michelin-starred San Francisco restaurant Quince, whose corporate name is also "Quince & Co. LLC" and which sued Last Brand over the shared name (see Litigation, below).

Complaint record: USAComplaints, BBB and Trustpilot, reported separately

Several sources track complaints and reviews about Quince, and this page reports each separately rather than blending them into one figure:

• USAComplaints: 0 complaints about Quince or Last Brand, Inc. have been submitted on this site as of September 29, 2026 (a search of approved posts for "Quince" and "onequince" returned only unrelated posts about "quinceañera"-related businesses and an unrelated prom-dress seller).
• BBB: Quince.com (San Francisco, CA) is BBB Accredited (since March 10, 2025) with a BBB Rating of A+. BBB's complaints tab shows 184 complaints in the last three years (100 closed in the last 12 months), which BBB itself sorts into these categories: Product Issues 73, Delivery Issues 44, Service or Repair Issues 43, Sales and Advertising Issues 13, Customer Service Issues 5, Billing Issues 4, and Order Issues 2. Of the 184, BBB's status filter shows 131 marked Answered and 53 marked Resolved. Separately, BBB's customer-review score for Quince.com is 1.7 out of 5 from 122 reviews. BBB's own guidance on this page notes: "consider the company's size and volume of transactions," and that "the nature of complaints and a company's responses to them are often more important than the number of complaints."
• Trustpilot: Quince's current profile (trustpilot.com/review/quince.com) is a claimed profile, rated "Excellent" at 4.7 out of 5 from 4,619 reviews. A separate Trustpilot profile exists for the domain onequince.com (which redirects to quince.com and is still used in the company's own contact emails); that profile is unclaimed, shows a TrustScore of 2.2 out of 5 from 116 reviews (5-star reviews making up 32% of the total), and is not combined with the current profile's figures.

Because each source covers a different population, time window and methodology, none of these figures is added to or averaged with any other.

Lawsuits: trademark/trade-dress suits, a name dispute with a SF restaurant, and a pricing class action

Court filings located through CourtListener and reported by trade press (checked live, 2026-09-29) show Last Brand, Inc. involved in several trademark, trade-dress and consumer cases. All of the following are allegations from filed complaints, not court findings, except where a dismissal, settlement or verdict is noted.

Yeti Coolers, LLC v. Last Brand, Inc. (W.D. Tex., filed November 2022) alleged trademark infringement; Yeti filed a stipulation of dismissal in February 2023, ending the case without a public disclosure of terms.

Deckers Outdoor Corporation v. Last Brand, Inc. (originally C.D. Cal., filed June 2023, then N.D. Cal., filed September 2023) alleged Quince's boots infringed the trade dress of three UGG styles — marketed as the Classic Ultra Mini, Tasman and Bailey Button — plus a design patent covering the UGG Ultra Mini boot. The court granted summary judgment for Quince on the Classic Ultra Mini and Tasman trade-dress claims in an October 2025 order, and in April 2026 dismissed the Bailey Button trade-dress claim (and related state-law claims) with prejudice after Deckers itself moved to voluntarily drop it. The sole remaining claim, design-patent infringement, went to a four-day jury trial in June 2026: the jury found that Quince's Australian Shearling Mini Boot infringed Deckers' design patent, but also found the patent invalid. Because invalidity is a complete defense to infringement, the court entered final judgment for Quince on June 25, 2026 notwithstanding the jury's infringement finding. Deckers moved for a new trial limited to the validity question; the court denied that motion on September 9, 2026.

Last Brand, Inc. v. Deckers Outdoor Corporation (N.D. Cal., filed February 2026) is a separate suit Last Brand itself filed against Deckers (not a counterclaim in Deckers' case), alleging Deckers ran a pattern of "sham" trade-dress lawsuits against rivals to raise their costs and force product withdrawals or redesigns. On August 27, 2026, a magistrate judge dismissed the complaint for mixing two different sham-litigation legal theories without clearly specifying which applied, but granted Last Brand leave to file an amended complaint by September 17, 2026. Last Brand filed an amended complaint on that deadline, and the docket shows further stipulation and scheduling activity on September 24–25, 2026; the court has not yet ruled on the antitrust allegations themselves, and the case remains open as of this page's September 29, 2026 check.

Tapestry, Inc. v. Last Brand, Inc. (N.D. Cal., filed April 2025) — brought by Tapestry's Coach brand — alleged Quince sold handbags "substantially indistinguishable" from Coach's Rogue and Soho Flap bag designs. The parties stipulated to dismiss all claims on June 23, 2026, without prejudice, each side bearing its own fees and costs and Quince admitting no liability; the case ended without a ruling on whether the bags infringed.

Williams-Sonoma, Inc. v. Last Brand, Inc. (N.D. Cal., filed November 2025) took a different approach, alleging Quince's advertising falsely claimed its furniture and home goods matched Williams-Sonoma-family (including Pottery Barn and West Elm) quality at a lower price, rather than resting on a trade-dress design claim; Quince has moved to dismiss. No ruling was found in the sources checked as of September 29, 2026.

Quince & Co LLC v. Last Brand, Inc. (N.D. Cal., filed November 2023) was brought by the San Francisco Michelin-starred restaurant Quince (whose holding company is named Quince & Co. LLC, unrelated to the yarn brand of a similar name). The restaurant had registered "Quince" as a trademark in April 2019 and sent a cease-and-desist letter around December 2022; Last Brand launched Quince.com in 2020 and, as of March 2024, had its own trademark application pending. Disputed harms described in court filings included packages and returns misdirected to the restaurant (which Quince.com's attorneys attributed to a FedEx routing error, since fixed) and reviews intended for one business appearing on the other's profile. As reported by the San Francisco Chronicle from the parties' court filings and settlement negotiations, attorneys for the restaurant's owners (the Tusks) said in January 2024 they would accept a $12 million settlement for Quince.com to continue using the name and to compensate the restaurant for what they described as confusion-related benefit to the retailer; Quince.com's attorneys said the company rejected the demand, after which the restaurant sought a preliminary injunction. The $12 million figure was reported settlement-negotiation talk, not a court award, judgment or damages finding. The parties ultimately settled on confidential terms, and the case was dismissed with prejudice by June 2024, each side paying its own fees.

In re Last Brand, Inc. d/b/a Quince Pricing Litigation (N.D. Cal., consolidated from cases including one filed November 2025) is a multi-state consumer class action alleging — as allegations, not proven facts — that Quince's strikethrough "traditional retail" reference prices and "You save X%" language falsely imply a discount from a genuine prior price or from comparable competitor goods. A Consolidated Amended Class Action Complaint (16 plaintiffs across 10 states) was filed June 8, 2026, and Quince moved to dismiss it on July 8, 2026; a motion-to-dismiss hearing was scheduled for September 10, 2026, the date on which the court also entered a further stipulated order. The docket shows the previously scheduled hearing was later taken off calendar (per a September 15, 2026 clerk's entry), and no order ruling on the motion to dismiss has been identified in the sources checked; the case remains open on the docket as of this page's September 29, 2026 check. Quince's stated position, per court filings reported by trade press, is that the "traditional retail" figure functions as a comparison tool against competitor products, not a claim about Quince's own earlier price.

Last Brand has also been named in other litigation not detailed here because it is less consumer-relevant or was not independently confirmed beyond a docket's bare case-type code, including individual wage-and-hour (FLSA), website-accessibility (ADA), telemarketing (TCPA) and copyright suits, and a customs/tariff-classification case at the U.S. Court of International Trade.

Is Quince Legitimate?

Quince’s Terms of Service identify the operator as Last Brand, Inc.; BBB lists it at 260 Townsend St, San Francisco, CA, as incorporated in March 2019 and BBB-accredited with an A+ rating since March 10, 2025. A live search of CPSC.gov's Recalls and Product Safety Warnings tool for "quince" and "Last Brand," and of the SaferProducts.gov recall-title API for both terms, conducted September 29, 2026, returned no results for either term. Quince has been a defendant in several trademark and trade-dress suits from other brands (Yeti Coolers, Deckers/UGG, Tapestry/Coach, Williams-Sonoma) and separately settled a trademark dispute with the San Francisco restaurant Quince. In the Deckers case, the court granted Quince summary judgment on two of the three UGG trade-dress claims and dismissed the third with prejudice at Deckers' own request; on the remaining design-patent claim, a jury found that Quince's boot infringed Deckers' patent but also found that patent invalid, and the invalidity finding produced a final judgment for Quince (upheld against a later motion for a new trial). A consolidated, multi-state consumer class action remains open in federal court, alleging Quince's "traditional retail" comparison pricing misleads shoppers about savings; Quince disputes this, and no ruling on the pending motion to dismiss has been identified in the sources checked. BBB's complaint and review numbers, and Quince's Trustpilot record, are broken out in the Complaint Record section above rather than repeated here. This page assigns Quince no rating, score or "scam" label of its own — readers can weigh the return-policy terms, complaint record and litigation above for themselves.

Court & Public Records

Frequently Asked Questions