SSENSE has a detailed return policy designed to ensure that both customers and the company are protected. Here’s a breakdown of the key points:
1. Return Window
You must request a return within 30 calendar days of your order’s delivery date. Make sure to initiate the return within this timeframe to be eligible.
2. Condition of Items for Return
To be eligible for a return, items must be in original condition, meaning they are:
Unworn, unused, unaltered, unwashed, unmarked, and undamaged.
All original packaging must be intact, including:
Shoe boxes (must be placed inside a shipping box to prevent damage)
Dust bags
Brand tags and authenticity cards
SSENSE security tags (must be attached and unaltered)
3. Items Not Eligible for Return (Final Sale)
Some items are considered Final Sale and cannot be returned, including:
Face masks and face coverings
Intimate apparel (lingerie, hosiery, underwear, swimsuits, bikini bottoms) if the hygienic sticker is removed or the item shows wear
Self-care, beauty, hair, and make-up items if used, altered, or unsealed
Sexual wellness items if used, altered, or unsealed
Technology items without the original manuals, accessories, or if the packaging was sealed and has been opened
Dangerous goods (candles, fragrances, oils, pressurized canned products)
Shipping fees are generally not eligible for a return/refund
4. How to Initiate a Return
Preferred method: Request a Return Authorization (RA) through your SSENSE account under “Order History”.
If you checked out as a guest, you can either create an account with the same email address or contact Customer Care for assistance.
SSENSE operates a “no-paper policy”, so there will be no return slip included in the package. Instructions and the return label (if applicable) will be emailed to you.
5. Return Shipping Costs & Labels (Varies by Region)
Free Returns: Customers in Canada, the United States, and Japan receive free return shipping with a prepaid return label (PPL).
Prepaid Label with Fee Deduction: Customers in Australia, China, Hong Kong, South Korea, and the United Kingdom receive a prepaid return label, but a Return Transportation Fee will be deducted from your refund.
Customer-Paid Returns: For all other international customers (including Ukraine), you are responsible for covering the return shipping costs. You must still request an RA number from SSENSE.
6. Refunds
Once SSENSE receives and quality checks the returned item, a refund will be issued to your original method of payment. The process can take up to 5 business days after receiving the return, but your financial institution may take additional time to process the transaction.
If the returned item does not pass the quality check, SSENSE may withhold the refund and keep the item.
7. Exchanges
SSENSE does not offer direct exchanges. If you want a different size, color, or item, you must return the original merchandise for a refund and place a new order.
8. Frequent Returns
SSENSE monitors return activity and may take action if they believe the return policy is being abused, such as through excessively frequent returns. This could result in the blocking of accounts or cancellation of future orders.