SSENSE Return and Refund Policy [2024]
SSENSE, a renowned fashion retailer, has developed a return and refund policy tailored to meet global customer expectations. This policy covers essential criteria for return eligibility, including conditions for specific item categories and return costs.
If you’re considering a return, understanding SSENSE’s requirements can prevent delays or rejections. While returns are generally straightforward, some items come with special conditions, especially those related to health or safety.
SSENSE Return Policy
SSENSE has clear eligibility criteria to ensure returned items meet specific standards. For a return to be accepted, items must remain unused, unaltered, and unwashed, preserving their original state. All tags and packaging, including dust bags or boxes for footwear, should remain intact. Returns must also be initiated within 30 days of delivery, a timeline that SSENSE strictly enforces.
Certain products have more specific guidelines. Footwear, for instance, should only be tried on with clean socks and on carpeted surfaces to avoid sole damage. Additionally, intimate apparel and swimwear require original hygienic protection stickers to remain eligible for return. Items like face masks and certain health or personal care products are considered final sale due to hygiene concerns. If purchased, these items cannot be returned or refunded.
While most apparel and accessories follow these standard return conditions, other categories, such as self-care items and tech products, require special attention. Self-care items, like skincare and makeup (except hazardous goods), should be sealed and unused. Tech items, especially those classified as “dangerous goods” due to battery inclusion, may not qualify for returns based on SSENSE’s safety guidelines.
Conditions for Specific Items
SSENSE has categorized various items with distinct return conditions to ensure quality and safety across its product lines. For instance, footwear requires extra care; it should be tried on with clean socks and on carpeted surfaces to avoid sole damage. All original components, like the dust bag and shoe box, must be returned alongside the footwear, ideally inside a shipping box to prevent any transit damage.
For intimate apparel and swimwear, SSENSE emphasizes hygiene, requesting that these items be unworn and returned with the original hygienic protection sticker intact. This applies to lingerie, hosiery, swimsuits, and similar items. Additionally, face masks fall under final sale items due to hygiene standards, making them ineligible for returns.
Self-care products, including makeup and skincare, also come with specific rules. While these items are returnable, they must be unused and sealed in their original packaging. However, dangerous goods, such as fragrances, pressurized products, and electronics containing batteries, are non-returnable for safety reasons. Any item in this category is labeled final sale, and refunds or returns cannot be accepted.
How to Return Items?
SSENSE makes initiating a return a straightforward process. If you wish to return an item, the first step is to log into your SSENSE account. In the Order History section, you’ll find an option labeled “Return Order.” Clicking this option starts the return authorization request. Once submitted, SSENSE will email you a prepaid return label and instructions, which you’ll need to print and use for shipping.
For guest orders, the process requires creating an SSENSE account to request and manage the return. Alternatively, contacting SSENSE’s Customer Care team can help guide you through the process. SSENSE takes an eco-friendly approach by not including a return slip in the box, so following the digital instructions is crucial.
The return process varies depending on location. Customers in Canada, the U.S., and Japan receive complimentary prepaid return labels, allowing for a cost-free return. However, international customers outside these regions, except those in Hong Kong, cover their return shipping costs and manage the return with a local carrier. SSENSE recommends using standard shipping with tracking to ensure the return package’s safety.
Return Shipping Costs and Process
SSENSE offers a flexible approach to return shipping costs based on the customer’s location. In Canada, the U.S., and Japan, SSENSE provides free return shipping. Once you request a return, you’ll receive a prepaid label and detailed instructions via email. For these countries, following SSENSE’s steps helps you avoid any out-of-pocket return shipping costs.
For Hong Kong customers, returns are managed similarly, but a fee of HKD 290 is deducted from the refund amount per returned package. This fee covers the prepaid return label provided by SSENSE, simplifying the return process for items initially shipped to Hong Kong.
In contrast, international customers outside these regions are responsible for covering their return shipping costs. SSENSE recommends using local carriers and standard shipping with tracking to ensure safe transit. This approach helps customers outside SSENSE’s covered regions manage returns independently while following SSENSE’s guidelines to avoid delays.
Once the returned items are received and pass the quality check, SSENSE begins processing the refund. This process generally takes about 5-7 business days, though times may vary. SSENSE’s structured policy ensures customers know the costs involved, allowing for a smoother, more transparent return experience.
Refunds Process
SSENSE processes refunds once returned items pass a quality check to ensure they meet the return eligibility criteria. After SSENSE verifies the items’ condition, a refund is issued to the original payment method, and a confirmation email is sent to you. This process typically takes 5-7 business days from the date SSENSE receives the returned package, though it may vary depending on the payment provider.
For a seamless refund experience, it’s essential to remember that any applicable return shipping costs, such as the HKD 290 fee for Hong Kong, are deducted from the refund amount. Additionally, original shipping fees are non-refundable, so only the item cost, minus any return fees, will be refunded.
Exchange Policy
SSENSE does not currently offer direct exchanges. Instead, if you wish to obtain a different size, color, or product altogether, the recommended process is to return the original item for a refund and then place a new order. This policy applies even if the requested item is the same style in a different size. By focusing on refunds instead of exchanges, SSENSE simplifies the process, allowing customers to reorder and receive their desired items more quickly.
To initiate this process, start by following the standard return steps: log into your account, request a return, and use the provided prepaid label (where applicable) to send the item back. Once SSENSE receives and approves the returned item, the refund is processed. This process ensures that customers can quickly reorder while maintaining flexibility in their shopping experience.
Frequently Asked Questions (F.A.Q)
What should I do if my order arrives damaged?
If you receive a damaged or defective item, contact SSENSE’s customer service immediately. They will guide you through the return and resolution process, ensuring a replacement or refund is provided based on the issue. Be sure to retain all original packaging, as it may be required to process the claim.
Can I return an item purchased during a sale?
Yes, items bought on sale are generally eligible for returns unless marked as final sale. Final sale items are not returnable, so check the item details at checkout for return eligibility before purchasing.
What if I placed my order as a guest?
If you ordered as a guest, you’ll need to create an SSENSE account to manage returns or contact customer service to assist you in the process. This step enables you to initiate a return authorization and track your return’s status.
Do I need to pay return shipping fees?
Return shipping is free in select regions like Canada, the U.S., and Japan. However, for international customers, shipping costs are generally the customer’s responsibility. Hong Kong returns have a specific HKD 290 fee deducted from refunds.
How long does it take to receive my refund?
Refunds are typically processed within 5-7 business days after SSENSE receives and approves the returned items. Any original shipping fees or applicable return costs are deducted from the refund amount, and processing times may vary depending on your bank or payment provider.
Wrapping Up
SSENSE’s return and refund policy is designed to provide a seamless experience for customers, whether they’re seeking a refund or managing a return. With clear guidelines on eligibility, specific conditions for item categories, and straightforward steps for initiating a return, the process ensures that all returned items meet SSENSE’s standards for resale.
