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.