SSENSE Return, Refund, and Exchange Policy [2024]

SSENSE is a major online retailer known for its luxury and high-end fashion collections. Based in Montreal, SSENSE offers clothing, accessories, and lifestyle products from top designers around the world.

For many shoppers, understanding the policies around returns, refunds, and exchanges is essential to shopping with confidence. A clear grasp of these policies will help you manage returns, request refunds, and even resolve issues with damaged or defective products.

Brand Name	SSENSE
Return Policy	Items can be returned within 30 days of receiving the order, as long as they are in their original condition, with tags attached and original packaging intact. Final sale items are non-returnable.
Refund	Refunds are processed within a few business days after the return is received. SSENSE refunds the purchase price but does not refund shipping fees. The refund will be issued to the original payment method.
Exchange	Currently, SSENSE does not offer direct exchanges. Customers must return the item for a refund and place a new order.
Customer Service	Email: [email protected] North America Toll-Free Number: 1-877-637-6002 International Number: +1-514-600-5818 Hours: Monday to Friday, 9 AM - 6 PM (EST) 24/7 Live Chat on SSENSE’s website for quick inquiries.

SSENSE Return Policy

SSENSE’s return policy allows customers to return eligible items within 30 days from the delivery date. To be eligible, items must be unworn, unwashed, and in their original packaging with all original tags attached. SSENSE ensures quality checks, so any returned item that shows signs of wear, damage, or alterations may be rejected and shipped back to the customer.

Certain products have specific conditions to meet. For instance, footwear must be returned in its original, undamaged box, while intimate apparel and swimwear should include the original hygienic protection sticker. Self-care products, like cosmetics or fragrances, must remain sealed and unused. Items marked as final sale, including select intimate products and face masks, are not eligible for return under any circumstances.

SSENSE provides free return shipping for customers in the United States, Canada, and Japan. Other international customers are responsible for shipping costs unless otherwise noted. Each return requires a Return Authorization (RA), which can be obtained by signing into your SSENSE account. Once issued, the RA allows you to print a prepaid shipping label. It’s important to follow the provided instructions, as SSENSE’s return process prioritizes the efficient handling of eligible returns.

How to Return Products to SSENSE?

To start a return with SSENSE, customers must first obtain a Return Authorization (RA). This process is straightforward, but it’s crucial to follow each step to avoid delays. Log into your SSENSE account, go to your order history, and select the item(s) you wish to return. Once selected, you’ll be prompted to request the RA, which SSENSE will then email to you along with a prepaid return label for eligible regions like the U.S., Canada, and Japan.

If you checked out as a guest, you’ll need to create an SSENSE account to manage your return. After logging in, you can locate your order using the order number provided during purchase. For any additional assistance, SSENSE customer care is available to help through email or chat support.

Once you’ve received the RA, print the provided label and securely package your items. Ensure that the RA is visible on the outside of the package as instructed. SSENSE has a strict no-paper policy for returns, meaning no printed return slips are included in your shipment. Following these steps helps SSENSE process your return efficiently and issue a refund quickly.

Refund Policy

Once SSENSE receives your return and confirms the item meets all return requirements, they initiate the refund process. Generally, refunds are processed within five business days of SSENSE receiving the returned merchandise. However, depending on your bank, it might take additional days for the refund to reflect on your account. SSENSE sends a refund confirmation email once the process is complete, allowing you to track the status directly with your payment provider.

It’s essential to remember that SSENSE only issues refunds to the original payment method used during the purchase. Refunds include only the amount paid for the item and do not cover any original shipping fees unless an error was made on SSENSE’s part. If any item fails to meet SSENSE’s return conditions, it will be sent back to the customer, and a refund will not be processed.

SSENSE prioritizes quality control, so merchandise returned with any visible signs of wear, damage, or altered packaging may be denied a refund. Following the policy guidelines carefully ensures a smooth return and refund experience, especially for items with specific conditions such as self-care products or footwear.

Exchange Policy

SSENSE does not offer a traditional exchange process. If you’d like to exchange an item for a different size, color, or style, SSENSE advises customers to return the original item for a refund and then place a new order for the desired item. This policy streamlines the process, as SSENSE can handle returns and refunds faster without waiting for specific exchange requests.

To initiate this process, simply follow the standard return steps: request a Return Authorization (RA) through your SSENSE account, obtain the prepaid return label if applicable, and send back the original item. Once your return is processed and refunded, you can reorder the item in your preferred size or style.

Although this system might not be a direct exchange, it ensures customers can quickly reorder without dealing with potential stock limitations. Keep in mind, though, that the refunded amount may take a few days to reflect in your account, so it’s best to reorder at your convenience rather than wait for the refund.

Frequently Asked Questions (F.A.Q)

Can you cancel or modify an order?

SSENSE does not allow order cancellations or modifications after the order has been placed. This includes changes to shipping addresses or payment methods. If you ordered the wrong item, you would need to wait for the package to arrive, initiate a return, and then place a new order.

What should I do if my item is damaged or defective?

If you receive a damaged or defective item, contact SSENSE’s customer care team as soon as possible. They will guide you through submitting a return or provide further instructions based on the item’s condition.

Are returns free, and who covers return shipping?

SSENSE offers free return shipping for customers in the United States, Canada, and Japan. Other international customers are responsible for covering return shipping fees. SSENSE provides a prepaid return label for eligible regions, making the process simple and cost-effective for many shoppers.

Can items bought on sale be returned?

Yes, items purchased on sale can generally be returned, as long as they’re not marked as final sale. Final sale items, including some discounted items and specific categories (like intimate apparel), cannot be returned or refunded under any circumstances.

What if I received the wrong item?

If SSENSE sent you the wrong item, reach out to their customer support team immediately. They’ll help you return the incorrect item and, if possible, arrange for the correct one to be sent.

Wrapping Up

Shopping at SSENSE offers access to luxury and high-end brands, but knowing the details of their return, refund, and exchange policies is crucial for a smooth shopping experience. To recap, SSENSE accepts returns within 30 days for most items, provided they meet the condition requirements. Refunds are generally processed within five business days after the item is received, although it may take additional time for the amount to reflect in your account. SSENSE does not offer direct exchanges, so customers must reorder items after returning the original purchase.