Free return shipping is offered to customers located in Canada, the United States and Japan. To return one or more items from an order, all of the following conditions must be met:
- The return must be requested within 30 calendar days of the delivery date.
- The item must be in its original, unused, unaltered and unwashed condition.
- The item must be returned with the tags and packaging in their original condition.
Please note: Final Sale items are not eligible for return.
Footwear: when trying on footwear for the first time, we ask that clean socks be worn. Please make sure to test the footwear on a carpeted surface, so as not to damage the soles. The dust bag and/or shoe box must be returned alongside the footwear, in its original condition. Please be sure to place the shoe box inside a shipping box so as to prevent damages during transit.
Intimate apparel and swimwear: must be returned unworn, and with the original hygienic protection sticker still intact. This applies to lingerie, hosiery, underwear, swimsuits, bikini bottoms, etc.
Face Masks: in the interest of hygiene, face masks and face coverings are considered Final Sale.
Apparel: all original tags must still be attached to the garment(s). Be mindful of deodorant, makeup or perfume that may rub off, and beware of jewelry that may catch or tear fabric.
Self-care products (face, body, hair, make-up, except fragrances and oils considered as Dangerous Goods): must be returned in their original packaging, unused, unaltered, and sealed.
Sexual wellness items (to the exclusion of sexual wellness toys): must be returned in their original packaging, unused, unaltered and sealed.
Sexual wellness toys: Due to health & safety reasons, all sexual wellness toys are final sale and cannot be returned.
Dangerous goods (e.g., candles, fragrances, oils, pressurized canned products, electronics containing batteries): Due to safety reasons, all Dangerous goods are final sale and cannot be returned.
Technology category (except electronics containing batteries considered as Dangerous Goods): must be returned with their original manuals, accessories, and manufacturer packaging. Should the product arrive wrapper-sealed, it should be returned in its original sealed condition.
Damaged/defective items: if you believe an item to be defective or damaged, please contact our Customer Care team so that they can help resolve the issue.
SSENSE reserves the right to reject any returning products that do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address without any refund being processed. In order to avoid this, please contact our Customer Care team to address any issues or concerns you have regarding the item(s) you wish to return.
When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by SSENSE. SSENSE reserves the right to refuse any request for a return without this mandatory proof of return postage.
Returns
To initiate a return, please submit a request for a Return Authorization (RA) through your SSENSE account. Alternatively, you can contact our Customer Care team to assist you with the return process. SSENSE adheres to a strict no-paper policy, so as to reduce waste. This is why shipments do not include a return slip inside the box.
Guest orders: If you've placed your order as a Guest, create an account using the same email address you checked out with. You can also use our online self-service tool to request a return, or contact Customer Care for assistance.
Please note that multiple orders cannot be returned with a single return request and in the same box; orders will need to be shipped separately with several return requests.
When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by SSENSE. SSENSE reserves the right to refuse any request for a return without this mandatory proof of return postage.
Canada, the United States and Japan
Customers receive free shipping for returns.
Please follow this step-by-step guide to initiate a return request:
Step 1 - Access your ‘Order History’ from your account page
Step 2 - Click on “Return Order” to request a prepaid return label (PPL)
Step 3 - Your PPL and return instructions will be sent to the e-mail address associated with the order.
Step 4 - Print the label out and carefully follow the instructions
Return with a prepaid label in Hong Kong, United Kingdom and Australia
We will email customers a prepaid return label (PPL) to return their orders, and a Return Transportation Fee (Return Fee), applicable per package received, will be deducted from the refund amount.
The Return Transportation Fee (Return Fee) is based on the country from which the return is being shipped, as below:
Australia : $AU 60
Hong Kong : $HK 290
United Kingdom : £34
Please follow the steps below to initiate a return request:
Step 1 - Access your ‘Order History’ from your account page.
Step 2 - Click on “Return Order” to request a prepaid return label (PPL)
Step 3 - A PPL and return instructions will be sent to the email address associated with the order.
Step 4 - Print the label and carefully follow the instructions.
International Returns
International customers (excluding those in Japan and Hong Kong) are responsible for covering the cost of return shipments and coordinating the return with their local post.
Please follow this step-by-step guide to initiate a return authorization:
Step 1 - Log in to your SSENSE account and access your ‘Order History’
Step 2 - Click on “Return Order” to request a return authorization (RA)
Step 3 - An RA number and return instructions will be sent to the e-mail address associated with the order.
Step 4 - Follow the instructions and coordinate the return with your local postal service.
Please ship returning international packages with your country/region’s local shipping carrier and be sure to use standard shipping. For added safety, please insure all packages with a tracking number.