Returning an item to SSENSE is a straightforward process, but there are a few important steps and conditions to keep in mind. Here’s a guide to help you navigate the return process:
General Steps to Initiate a Return on SSENSE:
Check Eligibility:
Return Window: You must request a return within 30 calendar days of the delivery date.
Original Condition: Items must be unworn, unused, unaltered, unwashed, unmarked, and undamaged.
Original Packaging: All original packaging (e.g., shoe boxes, dust bags, brand tags, authenticity cards) must be included and intact. For shoes, shoe boxes must be placed inside a shipping box to avoid damage.
SSENSE Security Tag: If your item came with an SSENSE security tag, it must still be attached and unaltered.
Final Sale Items: Certain items, such as face masks, intimate apparel (if the hygienic sticker is removed), unsealed beauty products, and some technology items, are marked as Final Sale and cannot be returned.
Request a Return Authorization (RA):
Via Your SSENSE Account (Recommended):
Log in to your SSENSE account and go to “Order History”.
Find the order you wish to return and click on the “Return Order” option to submit a request for a Return Authorization (RA).
For Guest Orders:
If you checked out as a guest, you can either create an SSENSE account using the same email address or contact SSENSE Customer Care for assistance.
No Paper Slips: SSENSE has a “no-paper policy”, so there won’t be a return slip in your package. All instructions and labels will be sent digitally.
Receive Instructions and Return Label (if applicable):
Once you’ve requested the RA, SSENSE will email you with the RA number and detailed return instructions.
If you’re eligible for a prepaid return label (PPL), it will be included in the email. If not, you’ll need to arrange your return shipping.
Package Your Return:
Pack the item(s) in their original packaging and ensure they are well-protected for transit.
If returning shoes, place the shoe box inside a larger shipping box to prevent damage.
Ship Your Return (Method Varies by Region):
For Canada, United States, and Japan:
Print the prepaid return label (PPL) that SSENSE emailed to you and drop off the package with the designated courier. Return shipping is free for these regions.
For Australia, China, Hong Kong, South Korea, and the United Kingdom:
SSENSE will email you a prepaid return label, but a Return Transportation Fee will be deducted from your refund (e.g., $60 AUD for Australia, $34 GBP for the UK). Follow the instructions on the label for returning your package.
For All Other International Countries (including Ukraine):
You are responsible for covering the return shipping cost. SSENSE recommends using standard shipping, insuring the package, and retaining a tracking number for your records. You will need to provide SSENSE with this tracking information.
Receive Your Refund:
Once SSENSE receives your returned package, it will undergo a quality check.
If the items meet return policy criteria, a refund will be issued to your original method of payment.
The refund process can take up to 5 business days after SSENSE receives the item. Your bank or payment provider may take additional time to process and reflect the refund.
Important Reminders:
No Direct Exchanges: SSENSE does not offer direct exchanges. If you want a different size or item, you must return the original item for a refund and place a new order.
Keep Proof of Postage: Always keep your return postage receipt or tracking number until your refund is fully processed.
Final Sale Items: Be sure to check whether an item is marked as “Final Sale” before purchasing, as these cannot be returned.