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
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!
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 warehouse does not ship orders during holidays.
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 UK, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, US, Canada, Mexico, Australia, New Zealand, South Africa, Hong Kong SAR, Malaysia, China, India, Japan, Philippines, Singapore, Thailand, Qatar, Bahrain, UAE, Argentina & Brazil.
WHERE ARE THE ORDERS SHIPPED FROM?
WHERE ARE THE ORDERS SHIPPED FROM?
Our orders ship from the UK, 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 cannot change any details or cancel the order.
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 (UK) 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, EU 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?
All orders shipping to countries within the United Kingdom (UK), European Union (EU) and United States of America (USA) will have taxes and duties paid at checkout. This means that the price you see for the item(s) in your cart is the final price you'll pay, and there will be no additional fees or charges upon delivery. We strive to make the checkout process as seamless as possible, so you can enjoy your purchase without any surprises or delays.
Customers in countries outside of the UK, EU and US may be subject to local customs fees, taxes and/or duties upon receiving their order, and you, the customer, are responsible for this.
WHAT IS PURPLE DOT?
WHAT IS PURPLE DOT?
Purple Dot is a leading technology provider to help make pre-order experiences operationally smooth, and trusted by our customers like you. They help ensure you are always up to date about your pre-order and offer a self-serve portal for you to do things like change your shipping address or amend your pre-order. Purple Dot also guarantees your pre-order will ship, or your money back: offering that extra assurance and trust that your money is always kept safe until we are ready to ship!
In addition, they offer additional shipping flexibility for us to ship pre-order items as they arrive to our warehouse -- so you can always get your hands on your pre-order as soon as possible!
WHAT ARE MY PAYMENT OPTIONS WITH PRE-ORDERS VIA PURPLE DOT?
WHAT ARE MY PAYMENT OPTIONS WITH PRE-ORDERS VIA PURPLE DOT?
Purple Dot accepts all the major card networks - Visa, MasterCard and American Express.
WHAT HAPPENS TO MY MONEY WHILE I WAIT FOR MY PRE-ORDER?
WHAT HAPPENS TO MY MONEY WHILE I WAIT FOR MY PRE-ORDER?
Purple Dot keeps your money safe and available for a full refund anytime before you pre-order ships. This guarantees that your pre-order will ship or your money back: keeping you in full control if you change your mind.
WHAT DO I NEED TO PROVIDE WHEN I MAKE A PRE-ORDER?
WHAT DO I NEED TO PROVIDE WHEN I MAKE A PRE-ORDER?
You will need to provide your email, shipping address and card details that will be charged for your pre-order just like a normal online checkout process. All communications will be sent to your email address, including your unique pre-order reference number, any updates to shipping dates, and details to access our self-serve portal to check or amend your pre-order anytime before it ships https://quadrant.gg/pages/manage-pre-orders.
WILL I KNOW IF THE SHIPPING DATE CHANGES FOR MY PRE-ORDER?
WILL I KNOW IF THE SHIPPING DATE CHANGES FOR MY PRE-ORDER?
Yes! Purple Dot will trigger an automatic email in the event of a shipping date change. You can also check up on the estimated shipping date via the self-serve portal at anytime https://quadrant.gg/pages/manage-pre-orders
CAN I CHANGE MY SHIPPING ADDRESS?
CAN I CHANGE MY SHIPPING ADDRESS?
Yes! Login to your pre-order self-serve portal here https://quadrant.gg/pages/manage-pre-orders to update your shipping details. You will then receive an updated pre-order confirmation email.
CAN I CHANGE MY EMAIL?
CAN I CHANGE MY EMAIL?
Yes! Please email support@quadrant.gg with your updated email address, and a customer service team member will get this updated for you. You will then receive an updated pre-order confirmation email.
WHAT HAPPENS IF I CANCEL MY PRE-ORDER?
WHAT HAPPENS IF I CANCEL MY PRE-ORDER?
You can cancel at any time here before your pre-order ships https://quadrant.gg/pages/manage-pre-orders
You will receive an email confirming the refund and will see the money back in your account in 3-5 business days, depending on your bank.
IS MY PAYMENT INFORMATION SAFE?
IS MY PAYMENT INFORMATION SAFE?
Payment information is processed securely by Stripe. No card details are transferred to or held by Quadrant or Purple Dot. All transactions take place via connections secured with the latest industry-standard security protocols.
I HAVE ASKED FOR A REFUND. HOW WILL I BE REFUNDED?
I HAVE ASKED FOR A REFUND. HOW WILL I BE REFUNDED?
Refunds are issued to the debit or credit card used at checkout and will be processed within 3-5 business days, depending on your bank.
