If you see an ONEQUINCE charge on your statement, it is a purchase from Quince, an online retailer at quince.com that sells clothing, jewelry, bags, shoes, home goods, beauty products, and baby items.1Quince. About Us The billing descriptor usually reads “ONEQUINCE” or “ONEQUINCE*” followed by an alphanumeric order reference, such as ONEQUINCE* Q14071940 or ONEQUINCE* Q16572279.2Brex. Quince Charge Finder The code after the asterisk is the order number, and you can use it to look up the transaction inside a Quince account.
Start by Checking Your Quince Order History
Before assuming fraud, log in at quince.com and open your order history. The charge may be unfamiliar simply because the descriptor doesn’t match what you expected to see, or because someone else in your household placed the order using your card. Matching the order number from your statement to an order on the account is usually enough to settle the question.
How To Contact Quince About a Charge
If the order history doesn’t explain the charge, reach Quince’s customer service team directly through one of these channels:3Quince. Contact Us
- Chat on the contact page at quince.com, daily from 8 a.m. to 8 p.m. Eastern.
- Text “START” to +1 913-675-2981, same hours as chat.
- Phone callback requested at +1 913-675-2981, daily from 9 a.m. to 6 p.m. Eastern.
- Email privacy@onequince.com.2Brex. Quince Charge Finder
If the Charge Is Unauthorized
If Quince can’t resolve it and you believe the charge is unauthorized, you have the right to dispute it with your bank or card issuer. For a credit card charge, federal law requires you to notify the issuer in writing, including your name, account number, and an explanation of the amount in dispute.4HelpWithMyBank.gov. Disputes and Unauthorized Charges
For a debit card charge, timing matters more. The Consumer Financial Protection Bureau advises contacting your bank as soon as you spot an unauthorized transaction. Reporting within two business days of discovering it caps your liability at $50; waiting longer can increase what you owe. Banks generally have 10 business days to investigate and must resolve the matter within 45 to 90 days depending on the circumstances.5Consumer Financial Protection Bureau. How Do I Get My Money Back After an Unauthorized Transaction
If You Recognize the Charge but Want a Refund
A charge you placed but want reversed goes through Quince’s return process, not a bank dispute. Most items carry a 365-day return window with free return shipping. The exceptions: engagement rings have 60 days; furniture has 30 days, or 7 days for made-to-order pieces; and wall art has 30 days. Furniture and wall art returns carry a 15% restocking fee, and made-to-order items, rugs, and mirrors carry a $35 fee.6Quince. Shipping and Returns
Refunds go back to the original payment method, but third-party payment services have their own cutoffs. PayPal and Klarna refunds must be processed within 180 days of the original transaction, Afterpay within 120 days, and Amazon Pay within 90 days. Returns processed after those windows are refunded as store credit instead.7Quince. Shipping and Returns This has driven several Better Business Bureau complaints from customers who received store credit instead of a cash refund; in several of those cases, Quince reversed its decision and issued the refund to the original method after BBB intervention.8Better Business Bureau. Quince Complaints Page 4
If You Received a Separate Tariff Bill From FedEx
In 2025, about 9,000 Quince customers received unexpected invoices for duties and taxes days or weeks after their orders arrived. One of Quince’s manufacturers shipped using a “Delivered Duty Unpaid” service through FedEx, which meant tariffs were not prepaid and FedEx billed the customers directly. Quince’s stated policy is to prepay and absorb duties on behalf of customers, and the company’s head of brand, Antonieta Moreland, confirmed that customers were not responsible for those charges. Quince refunded the small number of customers who had already paid.9Modern Retail. Quince Customers Mistakenly Hit With Tariff Bills If a bill tied to a Quince order came from FedEx rather than appearing as an ONEQUINCE descriptor, contact Quince before paying it.