Our Commitment to Your Satisfaction

At Senselle, your satisfaction is our top priority. We want every purchase to be a positive experience and every piece to meet your expectations. If, for any reason, your goodies aren't quite right, you can request a return within 30 days of delivery. 

Our Returns Process

You have 30 days from the date of delivery to request a return. 

1. Go to our Returns Portal: The quickest way to start a return is through our dedicated Returns Portal. Enter your order number and email address to begin.

2. Follow the Instructions: Our portal will guide you through the process, allowing you to select the items you wish to return.

3. Ship Your Return: Once your return is approved in the portal, you will receive a prepaid Royal Mail return label. Simply print it and attach it to your parcel. Your return can be posted at any Royal Mail post office.

3Return Address:

Senselle UK
Hargreaves Road
Groundwell Industrial Estate
Swindon, United Kingdom
SN25 5AZ

Return Fees:

  • Return shipping charges are covered by us - we will email you a pre-paid return label.
  • Your return will be issued in store credit for the full amount of your returned item/s.
  • You’ll have 30 days to return your order from delivery date.
  • All store credits are issued in GBP.

Refunds

Once you have posted your return, it takes between 48 and 72 hours to arrive at our facility. We then require 2-3 business days to review the item, check it, and ensure everything is intact. After this inspection, your return is processed.

Return Requirements

To be eligible for a return, all items must meet the following conditions:

  • Unworn and Unwashed: Items must be in their original condition: unworn, unwashed, and undamaged.

  • No Marks or Scents: The item must be free of make-up, stains, deodorant, perfume, or any other signs of wear.

  • Original Tags: All original tags, including any secure return tags, must remain attached and intact.

Please handle items with care when trying them on to ensure they remain in returnable condition. Items that do not meet these requirements may not be eligible for a refund.

Non Returnable Items

For hygiene and safety reasons, we cannot accept returns on the following items:

  • Lingerie, swimwear, and bodysuits

  • Gift cards

What If My Item Is Defective?

We're so sorry if your dress arrived damaged or defective. We do a final inspection before shipping, but we know things can happen in transit.

  • You must notify us within 48 hours of delivery if an item is damaged or defective.

  • Please email support@senselle.uk with your order number and clear photos of the issue.

  • When claim is approved, we will either send you a new parcel free of charge or issue a full refund after you have sent the item back to us at our expense. The return fee will not apply in this case.

Lost or Undelivered Parcel

If your parcel was lost in transit or was marked as delivered but you have not received it, we will immediately send a new parcel. Please contact our customer service team at support@senselle.uk to report the issue.

Item Not As Described

We aim to present our products as clearly and accurately as possible through detailed photos, descriptions, and measurements. However, we understand that sometimes an item might not meet your expectations.

  • Perceived Differences: Please note that perceived differences in colour, fabric texture, or overall appearance are not considered defects. Variations may occur due to screen resolution, lighting, or the device used to view the product.

  • Size Variations: A size variation of 1-2cm (+/-) is standard in apparel production and is not considered a fault. Please refer to our size chart for finding the right size.

  • Styling and Fit: Styling and fit may differ depending on body type, height, and proportions. These are not valid grounds for claiming the item is "not as described."

If you believe your item is significantly different from what was advertised, please contact us immediately. We may request photos and a detailed explanation of the issue for review. If after review, we confirm that the item is consistent with the product listing, you can still return it at our expense. 

Have a Question?

Our customer service team is here to help! For any questions not covered here, please reach out to us at support@senselle.uk or via live chat on our website.

Last updated: 30.09.2025. Orders placed before this date are subject to our former policy.