FAQs

General

Q: Where are you based?
A: Quill Home is a high-end online business with suppliers, warehouses, and fulfilment centres mostly in the United Kingdom, the United States, Europe, and other countries. Our main office is located in Liverpool, England.

Q: I have a discount code, where do I enter it?
A: Discount codes are usually redeemable during the checkout process. To enter it on a mobile device, you may need to expand "order summary." Once you enter the code, the discount value will be immediately adjusted.
If your discount code isn't functioning, please contact us using the "Contact Us" button and include your order number; your problem will be resolved as soon as possible.

Q: What if I have any problems with my order?
A: We have a Help Desk open 24 hours a day, 7 days a week where one of our customer service expert representatives will assist you with any issues you may have and fix them as quickly as possible. Email us at: support@quill-home.com

Q: I only received some of my order, where is the rest?
A: Don't be concerned! We're working hard to cut delivery times and processing times in half. There's a chance your order will arrive in many shipments rather than a single one. Please see our Shipping Policy for more information. You can also reach out to a member of our customer service team at support@quill-home.com

Q: Can I cancel my order?
A: All orders are automatically processed on our secure merchant processor and sent for shipment as soon as they are placed. Once we dispatch your order we cant cancel your order.

If you cancel your order before it ships, you will be charged a 10% cancellation fee before receiving a refund.

If you want to cancel your order AFTER it has been shipped, please follow our Return Policies & Procedures. The cancellation will have to be treated as a Return with all applicable fees.

Orders which are REFUSED AT DELIVERY will be assessed all of the applicable fees listed above - including restocking, cancellation and other applicable fees.

Q: Do you offer a warranty on the glassware?
A: Yes! Every piece of Quillhome glassware comes with a one-year limited warranty that covers any damage to the glassware as well as any colour, clarity or brilliance changes.

Q: What are my obligations for Import duties and local taxation?
A: Quill home pays the VAT on your behalf, and there are usually no additional import duties. Customs regulations differ from one country to the next. Because we ship internationally, we recommend that you familiarise yourself with your country's norms and regulations before completing your order. If applicable, the customer is liable for any import/customs fees.

Q: What do I do if I have not received a confirmation email?
A: It could take up to 20 minutes for your order confirmation email to arrive in your inbox. To get further order updates, please check your spam or junk folder and add our email support@quill-home.com to your email list. If you haven't gotten your confirmation email after 20 minutes, please send an email to support@quill-home.com and we'll take care of it right away.

Shipping

Q: I ordered something, when will it arrive?
A: Depending on where your order is shipped from, shipping timeframes may vary. We have distribution centres and supplier partners all around the world, and depending on availability, your item will be dispatched from the nearest fulfilment location. For further details, please see our Shipping Policy.

Q: How can I track my order? 
A: We provide an order tracking feature to assist you in determining when your order will arrive. You will receive tracking numbers via email/SMS notifications once courier tracking is available. Please contact our Help Desk at support@quill-home.com if you need assistance tracking your order.

Q: Do you free shiping worldwide?
A: We presently provide free shipping to the worldwide . For fast DHL service Customer will be charged , please send an email to support@quill-home.com and we will respond with a customised estimate.

Returns & Refunds

Q: What can I do if I received a damaged item?
A: Please submit an image or video of the damaged item to support@quill-home.com if you have received one. You must notify us of any defective products within 24 hours after receiving  them. We will organise a new product for you at no cost after we obtain an image/video of the product.

We will reship the item to you for free. We will issue a full or partial refund if reshipping is not possible . When part of an ordered item is damaged, a partial refund is available; for example, if 1 out of 5 person place-setting flatware is defective, a 20% return is available.

Please keep in mind that you will almost never be requested to return a damaged or wrong product to us. This is to assure that all things sent to our clients are brand new, especially in light of the COVID-19 issue.

**We are not liable for any damages resulting from normal wear and tear. Damages caused by self-inflicted damage prior to return will not be accepted**

Q: I want to change my order
A: Please be aware that if you need to make modifications to your order, you will only have a one-hour (60-minute) opportunity to do so. Please contact us with "chat with us" button or send us an email at support@quill-home.com if you need to make any adjustments to your order so that we can take care of it right away. This is because your order will be transported immediately to the warehouse after an hour for finishing touches before processing and delivery. This rule is applicable to the following line items:

• Replacing an Item
• Address changes (billing or shipping)
• Changing the shipping method and adding items to your order

We will be unable to cancel your order after the time period specified above, and you will be required to follow our returns policy.

Orders that are lost due to an inaccurate address will not be replaced or refunded.

Q: How can I change my address after receiving confirmation of shipping?
A: Any revisions to an order that has been shipped out from our warehouse are not permitted under our terms and conditions, and the buyer is solely responsible.

Q: How do return something?
A: For those products that match the following criteria, we will be responsible for shipping fees and product replacements:

-Manufacturing defects in products that make them unusable
-The product that was delivered was not at all what was ordered.

Shipping fees are the responsibility of the customer, if

-The product does not meet customer expectations
-You simply want to exchange it for something else or return it.

If you're unhappy for any other reason, please contact us at support@quill-home.com and we'll be pleased to assist you.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Returns are only offered for damaged items for a free replacement. Unfortunately, we do not offer change of mind returns.

You will be given a return address for the nearest return warehouse if your return is accepted.

Other non-returnable items include: