FREQUENTLY ASKED QUESTIONS
We have done our best to answer most of the FAQs below. Most questions you will have will be answered below, so before you email us, please check below. If you cannot find the answer you are looking for, please reach out to us via our Contact Form or via email support@quadrant.gg
HOW CAN I CONTACT CUSTOMER SUPPORT?
HOW CAN I CONTACT CUSTOMER SUPPORT?
You may reach a Quadrant Customer Service Representative at: support@quadrant.gg
We are open Monday - Friday 12 pm - 6 pm GMT excluding holidays and weekends.
THE PRODUCT I WANT IS SOLD OUT, WILL IT BE RESTOCKED?
THE PRODUCT I WANT IS SOLD OUT, WILL IT BE RESTOCKED?
Because each item in our collection is unique and limited, we will not be restocking certain items. Feel free to sign up for our newsletter to keep informed on upcoming collections and the latest updates!
DO YOU HAVE A SIZING CHART?
DO YOU HAVE A SIZING CHART?
To find your proper size, view the size guide page!
WHERE IS MY ORDER?
WHERE IS MY ORDER?
You will receive a confirmation email if your order was successfully placed. If you have not received a confirmation email within an hour of placing your order, it was not successfully processed. We recommend checking your spam folder as well.
WHEN WILL MY ORDER SHIP?
WHEN WILL MY ORDER SHIP?
Please note that orders will be processed and shipped from our warehouse within 5 business days after the sale. Please note that our warehouses do not ship orders during holidays. Carriers may experience delays due to global supply chain issues so some orders may experience shipping delays.
You will receive a shipment confirmation email with tracking information once your order has shipped. It may take up to 24 hours for tracking information to update via the carrier. If you have not received an update after 20 (Domestic) or 30 (International) days, please email support@quadrant.gg.
WHICH COURIERS DO YOU USE?
WHICH COURIERS DO YOU USE?
We utilise a range of courier services, selecting the best service based on your delivery address.
WHERE DO YOU SHIP?
WHERE DO YOU SHIP?
We currently ship to North America (US, Canada, Mexico), Europe (United Kingdom, Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland) and Oceania (Australia, New Zealand) and Asia (Bahrain, Hong Kong SAR, Japan, Malaysia, Philippines, Singapore, Thailand).
WHERE ARE THE ORDERS SHIPPED FROM?
WHERE ARE THE ORDERS SHIPPED FROM?
Our orders ship from the UK (for orders within the UK or EU) or the USA (for all other orders), arrival time will vary based on your shipping address.
CAN I CHANGE/CANCEL MY ORDER?
CAN I CHANGE/CANCEL MY ORDER?
Once an order has been placed, we may be able to help if your order has not been dispatched, but there is no guarantee that orders will be redirected in time.
Please make sure all of your information is correct before placing your order. If you have any questions, reach out to us on our contact form.
WHERE CAN I FIND MY TRACKING?
WHERE CAN I FIND MY TRACKING?
We will email you the tracking number for your package once it leaves our warehouse.
WHAT IF MY PACKAGE GOT RETURNED TO SENDER?
WHAT IF MY PACKAGE GOT RETURNED TO SENDER?
If your package has been returned to sender, we are unable to reship any returned packages at this time. We may be able to issue a replacement pending inventory availability or provide a refund if inventory is not available. If you think your package has been returned to sender, let us know by submitting a ticket using our contact form.
WHAT IF MY PACKAGE IS LOST OR STOLEN?
WHAT IF MY PACKAGE IS LOST OR STOLEN?
Please note that Quadrant is not responsible for lost or stolen packages. We recommend shipping packages to secure locations that have someone available to receive the package.
If your package is marked as "Delivered" or shows a final scan, we are unable to file lost in transit claims or offer refunds.
If you have not seen an update to your tracking after 20 (U.S. Domestic) or 30 (International) consecutive days, please contact us and submit a ticket using our contact form as your package may be lost. If the carrier determines the package is lost, we will either provide a replacement order (depending on available inventory) or provide a refund in full. Please note that claims cannot be submitted after 90 days from the original order ship date.
WHAT IS YOUR RETURNS & REFUND POLICY?
WHAT IS YOUR RETURNS & REFUND POLICY?
We want you to love your purchase, but if you are not completely satisfied, we gladly accept qualified returns by mail within 14 days of receipt.
Please note, that returned items must be in original, unworn, and sealed condition with all their original tags. All returns are subject to inspection before a refund is processed. Returned items that do not meet the above criteria or that are damaged in transit back to us may not be refunded. Shipping and delivery fees are non-refundable.
Refunds will be processed to the original payment method only. Once your returned item is received and inspected, you will be notified via email. Approved refund requests may take up to 10 business days to be credited back to you.
I RECEIVED A DAMAGED PRODUCT, WHAT DO I DO?
I RECEIVED A DAMAGED PRODUCT, WHAT DO I DO?
If you receive a defective or damaged order, please contact us at support@quadrant.gg with photos of the damaged or incorrect item, as well as your order number. You must notify us within 30 days of receipt of the order. We will handle it from there.
Defective or damaged merchandise must be reported to our customer service team before returning so we can handle the situation on a case by case basis. Items that are received damaged/defective qualify for a refund. We may be able to exchange your order for a replacement, but this is subject to stock levels.
DO YOU PROVIDE RETURN LABELS FOR RETURNED ITEMS?
DO YOU PROVIDE RETURN LABELS FOR RETURNED ITEMS?
Shipping costs, both for original purchases and returns, are non-refundable and the customer is responsible for any fees associated with returning the package.
DO YOU OFFER RETURNS ON INTERNATIONAL ORDERS?
DO YOU OFFER RETURNS ON INTERNATIONAL ORDERS?
We are unable to provide returns for orders outside the UK or USA at this time.
CAN I EXCHANGE AN ITEM?
CAN I EXCHANGE AN ITEM?
Due to our rapidly changing inventory, we do not hold specific stock for exchanges. Please double-check our sizing and garment details prior to ordering.
If you wish to exchange an item you may return your original purchase in accordance with our refund policy and then purchase a new item.
WILL I HAVE TO PAY FOR CUSTOMS FEES AND IMPORT DUTIES ON INTERNATIONAL SHIPMENTS?
WILL I HAVE TO PAY FOR CUSTOMS FEES AND IMPORT DUTIES ON INTERNATIONAL SHIPMENTS?
Please be aware that all international orders (outside the UK & US) are shipped delivery duties unpaid (DDU) and that you, the customer, are responsible for any local customs fees, taxes, and/or duties. Any import duties and taxes are charged once the package has reached the destination country and these charges must be paid by the recipient of the package. Unfortunately, we have no control over these charges as customs policies vary from country to country. If you have questions related to customs charges you are advised to contact your local customs office.
