We have a small staff and are not set up to take orders or offer customer service by phone.
No, at this time, we don't have the staff or equipment to provide this service for our customers.
Yes! If your order hasn't shipped yet (you'll receive an emailed shipment confirmation if it has) you can place another, new order on our website. In the comments field of your second order you must include both order numbers with a request that they be shipped together. We'll ship them together and refund you the appropriate shipping.
It’s always a good idea to check and see if we have the dye lot you need in stock before placing your order. You can email your query to email@example.com. If we have it, go ahead and place your order, and add your dye lot request to the comments field on the checkout page.
We'll happily accept your returns or exchanges in original, unwound condition within 60 days of your order date. Please include your order number and a note indicating if you’d like a refund or an exchange (and for what). You can find the order number in your Quince and Co account or confirmation email.
Books, Magazines, and Patterns
We do not accept returns on digital or print books, magazines, collections or individual patterns.
Please send back your unused yarn in original tags to:
Quince & Co. Returns 102 Main Street Saco, ME 04072
Please allow up to 14 days for return processing. We recommend shipping via a trackable carrier.
Due to current measures to protect the safety of our warehouse team members, it may take longer than usual for us to fulfill your order. We are working hard to get your order out as quickly as possible. Our current estimate is that your order will ship out in 4-6 business days from the day you place it. (Updated 01.09.22)
We offer a range of shipment options through USPS and UPS Surepost. Shipping costs are dependent on the size, weight, and destination of your order.
It may take up to 2 business days from the time you receive your confirmation for your order to ship. If you order Express shipping, we will do our best to expedite processing as well. Once a package enters the mail stream it is outside of our control. For USPS delivery standard times and policies, and information regarding what to do for lost, delayed, or damaged packages, please visit the USPS FAQ page for help.
The location of your package can be followed with the tracking number provided in your shipment confirmation email. Please note that inclement weather and holidays may cause delays with processing and shipping times.
Once it leaves our warehouse, the shipping provider is responsible for ensuring your package arrives. Unfortunately, we do not have access to additional tracking information. If there are issues with the delivery of your package, we recommend contacting your local post office. You may also email firstname.lastname@example.org for assistance with inquiring after lost or delayed shipments if your local post office has been unable to help.
International orders may be subject to customs delays, import fees, taxes, and duties according to your country's import regulations. These policies vary widely from country to country; please contact your local customs office for any specific information on import policies and fees.
Quince & Co. is not responsible for international customs fees, taxes, import duties or any fees associated with collecting these charges. We are legally obligated to report all international purchases as "merchandise" with exact retail value as paid by the customer. This information and value is clearly noted on the required CN22 form that serves as the USPS shipping label and US export customs form. We legally cannot mark retail merchandise as “gifts” nor declare a value lower than paid for by the customer.
We completely understand the disappointment of a damaged package. If your order arrives defective or damaged, please email us at email@example.com. Please include photos of the packaging and contents.
Occasionally, the tracking information provided by USPS fails to update. This typically means your package is still in transit and there is no need to worry. There may be delays caused by COVID-19. Please be advised that your shipment may take significantly longer than normal to arrive. All questions regarding your shipment should be directed to USPS or UPS.
When you place an order that contains a pdf, you will receive two emails: one to confirm the order itself, and a separate email with instructions on retrieving your downloads. The download email will come from firstname.lastname@example.org. Consider adding this email address to your contacts or safe sender list to help prevent your download emails from going into your spam or junk folders. Check your spam/junk folders if you have not received your download email within 30 minutes of placing your order.
If you have an account at Quinceandco.com, you can access your patterns after purchase by logging into your account and clicking on your order number, then clicking the "Download Purchase" button.
If you made a purchase as a guest, you will need the download retrieval email in order to access your patterns.
If you're unable to locate your download email, access your patterns, or log into your account, please send an email to email@example.com. Customer support is available via email Monday through Friday during normal business hours. If you send an email after hours or on a weekend or holiday, you should get a response within 1-2 business days. We will do our best to help you as soon as we can.
We do our very best to make sure our patterns are clear and error-free, but occasionally, the inevitable mistake escapes the trained eyes of our technical editors and proofreaders. If you believe you've found an error, please send us an email at firstname.lastname@example.org.
When errata is found in a pattern, we will send anyone who purchased it an updated version by email. We list corrections on our errata page. If you suspect you may have an older version of a pattern, check your email for an update.
Yes but only for patterns purchased after April 1st 2020 and some exclusions may apply. A good rule of thumb is, if the pattern or ebook is offered through the Quince & Co. Ravelry store, you will be able to add that pattern to your Ravelry library. To do so, from your Quince & Co. account page, click on the order number to go to the order page. Click on the link "Add pattern(s) to your Ravelry library." On the next page you will see an empty checkbox with the label, "not in my library." Check that box. The label will now read, "stored in my library," and the pattern will be added to your library.
We encourage designers to sign up for our submission call mailing list for news about our annual collection calls. If you'd like to self-publish a design using our yarn, we can provide yarn support in the form of a discount on a project-by-project basis. Please email us for more information.
We are an online store with a growing number of stockists all over the world. If you're visiting Portland, Maine, and would like to see our yarns in person, please visit KnitWit at 247A Congress Street. Our spinning mill is not open to visitors, sorry! If you are in another part of the world but want to see our yarns in person, please refer to our stockists page to find the closest Quince & Co. stockist to you.
We try to represent our yarn colors on our website as accurately as possible. There are many factors that can affect how the images appear online, including differing computer monitors and settings, and most importantly lighting both of the photo and the location that you are in when looking at the yarn. For example, the color will look very different if you are looking at it in full sunshine or if you're in a dimly lit room lit with CFLs . We photograph our yarns for the product pages in as neutral lighting as possible.
We love wool fiber the way it comes off the sheep. We don't treat it with chemicals to make it machine washable. We prefer to leave intact the textures that give wool its wonderful insulating, elastic, and felting qualities.
Therefore, we recommend that you hand wash your wool project with gentle soap, such as Twig & Horn's lanolizing Wool Soap, in cool water. If using a gentle soap such as Wool Soap, you do not have to rinse. If you use a regular detergent, rinse it thoroughly and gently press out extra water and roll it lightly in a terry towel to absorb more of the moisture. Lay your project out to the correct measurements and let it dry naturally. If you want to speed up drying, aim a fan at the drying surface.
If you'd like to try machine washing your wool and wool-blend garments (not recommended), use cool water and a gentle cycle. After spinning, lay your garment flat to dry. And never, never put your knitted wool garment in the dryer.
Our linen yarn is machine washable in cold water. Lay it flat to dry and iron, if necessary, with a medium-hot iron. The more you wash a linen piece, the softer and drapier it becomes. We (and many knitters) have had success with drying our linen pieces in the dryer without shrinkage. As each machine is different, we strongly recommend that you test drying time, heat level, etc. on your gauge swatch.
Our cotton yarns are machine washable, in some cases. Every machine is different, and we would recommend, if you are unsure about your machine, that you stick to hand-washing. If your machine can wash gentle and cool, then machine washing your piece will work just fine. Lay flat to dry.
Quince Quarterly is a subscription box for the knitter who loves all things Quince and wants to be surprised with a new project each quarter, or who'd like to try a sampling of Quince yarns in a fun way. Quince Quarterly is for the knitter who, maybe, already has it all: Someone with more knits than they know what to do with. It's also for the busy knitter who is overwhelmed by the multitude of choice in the world of knitting patterns, and who welcomes the ease of a preselected kit.
We've designed Quince Quarterly to be something to look forward to each quarter—a box filled with goodies that inspires newfound joy for the craft.
We wanted to take a seasonal approach to the offerings, each with colorway options curated by the Quince team. Each quarter includes a special-edition printed knitting pattern exclusively for Quarterly boxes, along with the yarn needed to knit the project.
In dreaming up what kinds of projects we think would be perfect for a subscription, we decided against featuring sized garments—if you're anything like us, garment preference can be quite particular. Accessories, however, tend to have much more latitude. Every Quarterly box will feature a new accessory pattern that, we think, subscribers of all tastes will be able to utilize.
Level 1 and Level 2 boxes feature different projects, each including a different yarn and different pattern. Level 1 will often have a smaller accessory project, while Level 2 will contain a larger accessory project and/or a higher overall value. This value comes from either a higher-priced yarn, or a higher quantity of yarn, or more extras included in the box.
The knitting patterns from each Quince Quarterly box will be made available to the general public in digital format six months following the launch of the box. Until then, they are exclusive to Quarterly boxes only.
We have a limited number of spots that open each quarter. Sign up to receive an email notification as soon as signups go live, by clicking 'email me when back in stock' for either Level 1 or Level 2.
Once orders open: Choose whether you'd like to purchase a single box, or subscribe. You’ll be charged immediately after checking out, and then if you subscribed, you will be charged on the 15th of the month preceding each quarter thereafter, until you choose to cancel your subscription.
If you’re subscribed, you do not need to purchase a new subscription or place a new order each quarter. New color theme options (option A and B) will be revealed on the 1st of the month prior to the quarter (for example, on June 1, options are revealed for the box that ships in July). If you wish you swap your option, you have from the 1st to the 14th of the month to do so on the Manage Subscription page in your account.
Quince Quarterly boxes ship quarterly, within the first week of the months of January, April, July, and October.
Sign in to your account here, and click "Manage Subscription". At the right side of the screen next to your order number, click "Manage", and then "Cancel Order" from the pop-up menu.
You may cancel at any time; however, please note that no refunds will be applied. If you cancel after the bill date for the upcoming quarter, your cancellation will not apply until the following quarter.
Quince Quarterly boxes are not eligible for returns, and no refunds will be given.
Sign in to your account here, and click "Manage Subscription". At the right side of the screen next to your order number, click "Manage" and then "View/Update Card" or "Update Address" from the pop-up menu.
Each quarter, two color themes will be offered to choose from for your box, which will determine the colorways of the project that is included. While we always do our best to make sure that you receive your chosen theme, we may substitute as quantities allow.
When you place your order, choose Option A or Option B — an illustrated visual of the colorway themes will be displayed on the product page.
Each quarter, your option (A or B) will remain the same, but the themes will change. You will have the opportunity to swap your option at any time from the 1st of the month until the billing date on the 14th of the month prior to the quarter’s ship month. For example, for a box shipping in July, the color option themes will be revealed on June 1, and you have until June 14 to swap.
Sign in to your account here, and click "Manage Subscription". On the right of the screen next to your order number, click "Manage" and then "Swap Product". A box will appear on the screen showing your current color option (A or B). Click the arrows on the right of the screen to swap from one to the other, then click "Close".
Nope, sorry! Quince Quarterly boxes are not eligible for returns, and no refunds will be issued.
We strive to ship orders promptly and maintain steady communication with our customers, regardless of our reduced staffing at this time. We also understand that USPS and UPS are doing their best too, however, they are experiencing exponential delays which may impact your delivery. Please see the USPS service alerts, updated frequently, here.
While most packages are only delayed slightly, some shipments are experiencing long delays, re-routes, and missing and/or incomplete tracking with slow updates from USPS. We know this can be frustrating. At the moment, we are unable to refund or replace orders if they have been lost in the mail stream. If you have any questions, please reach out to email@example.com.
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