FAQ
General Queries
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We always strive to deliver your parcel with the best carrier and service for your country. All information about the shipping times and rates by country can be found on our shipping page.
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Once you’ve sent your items back to us, you should receive your refund within 10 working days after the items have reached our warehouse.
You can track the progress of your return using the provided track and trace of your chosen carrier which indicates when the package reaches our warehouse. The 10-workday processing period commences from this point onward. Once the refund has been issued, you will receive a notification. Please be aware that it may take up to 3 days for the refund to reflect in your bank account. If you haven’t received your refund in this timeframe, please email help@wearesenselle.com or click here so we can investigate this for you.
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We use a return period of 30 days during which the customer may return his or her package without giving any reason. These 30 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days.
Return conditionsAll returned items must be unworn and in pristine condition with all the tags still attached.
For items purchased in the sale, SENSELLE does not offer the possibility for a refund. These items can only be exchanged for an other item from the collection or can be redeemed for store credit.
Shipping costs are not refundable.
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We strive to process and ship orders promptly within 24 - 48 hours of placement.
Once your order has been dispatched, you will receive an email notification containing tracking information. Upon receiving the dispatch email, you will find detailed tracking information to monitor the progress of your order. Simply use the provided tracking details to track your package through our delivery partner's website.
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Making a return is easy! Here's what you need to do:
1. Within 130 days of receiving your order, send an email to help@senselle.uk indicating that you want to exchange one or more products.
2. Our team will promptly provide you with return instructions.
3. Follow the provided instructions to complete the return process. -
We offer a variety of payment methods to make your shopping experience convenient and secure. Here are the payment methods we currently accept:
Credit or Debit Cards: We accept major credit and debit cards, including Visa, Mastercard, American Express.Local payment methods: We accept local payment methods in some countries, such as IDEAL, BanContact, or Sofort.
PayPal: You can use your PayPal account to make purchases on our website for added convenience and security.
Klarna: Buy Now, Pay Later. Depending on your location, we are offering Klarna so you can buy now and pay for your order later.
Mobile Payment Services: Depending on your location, we may accept mobile payment services such as Apple Pay, Shop Pay, and Google Pay
Gift Cards or Store Credit: If you have a gift card or store credit issued by us, you can use it to pay for your purchases.
Please note that the availability of payment methods may vary depending on your location and the specific products you're purchasing. If you have any questions about payment methods or need assistance with your payment, please don't hesitate to contact our customer support team.
Products
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We advise you to check the size guide on the product page. You can find this by clicking on "size finder" which is located on the right of the size selector. By doing so, you will find the perfect size for you.
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You can leave your email address on the relevant product page. You can do this by clicking on the 'Size out of stock?' button when choosing the size. This way you will be automatically notified as soon as the item is back in stock.
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To purchase a gift card, simply visit our website and navigate to the gift cards section. From there, you can choose the desired amount for the gift card and add it to your cart. During the checkout process, you can provide the recipient's email address and a personalized message if you'd like to send the gift card directly to them.
Once the purchase is complete, the gift card will be delivered electronically to the recipient's email inbox, along with instructions on how to redeem it. Recipients can then use the gift card to shop for their favourite items on our website at their convenience. -
We stand behind the quality of our products and aim to address any concerns or issues promptly. Our warranties typically cover manufacturing defects and workmanship issues for a specified period from the date of purchase. However, please note that warranty terms and conditions may vary between products.