Help & Contact

Contact

Please fill out the form below to send us an email.


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Telephone

Please call us for immediate answers to questions regarding orders & shipping. Our opening hours are from 8:30 AM to 5:30 PM Eastern Standard Time (EST) - Monday to Friday.

Toll Free +1 (877) 637-6002

English +1 (514) 600-5818

French +1 (514) 700-2078

Shopping at SSENSE

Item Availability

The merchandise available on ssense.com is subject to change. To stay informed of new arrivals and sales, you can register to receive our newsletter when creating an account. Despite our efforts in synchronizing the website merchandise with our stock, some items that appear on the website may be out of stock. In this case, we will automatically refund your payment and inform you about the unavailability shortly after the order is placed.

Registration

Filling the registration form and registering is required to complete any transaction on ssense.com. You may register or login to your account by accessing the "my account" link.
Registering also allows you to:

  • - Track order shipments
  • - Verify order status
  • - Checkout faster
  • - Receive email updates and promotions to get regular insights about trends and sales

You can modify your account at any time.

Forgot Password?

If you forget your account password, click on the "forgot password?" link. You will be sent an email with a temporary password. It is recommended to change your temporary password after logging into your account.

Checkout

Upon checking out, you will be prompted to sign into your account. You will be able to make changes to your cart until the order is confirmed.
Shopping at ssense.com is safe. Personal information provided on ssense.com is transmitted through a secure server using Secure Socket Layering (SSL) encryption technology. For more information, please consult the privacy policy section.

Payment

We accept payments by Visa or Mastercard.
Upon receiving your order we carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfill the transaction. The pre-authorisation is completed once the order has been packed and is ready to be shipped. If the billing or shipping information are incorrect or incomplete, we will contact you to confirm them before your order is shipped.

Price protection

Excluding coupons and temporary price reductions, we offer a one time price adjustment on items purchased up to 14 days before the item goes on sale. Please note that, in order for an item to qualify for a price adjustment, the same style and size must be available for purchase at the time of your price adjustment request.

Sales tax

Orders shipped outside of Canada are not subject to any sales tax.
Orders shipped to:

  • - Quebec are subject to 5% GST and 9.5% PST on the purchase amount or a total sales tax of 14.975%.
  • - British Columbia are subject to 12% HST.
  • - Ontario, Newfoundland and Labrador, and New Brunswick, are subject to 13% HST.
  • - Nova Scotia are subject to 15% HST.
  • - Any other Canadian provinces or territories are only subject to 5% GST.

Order management

You may cancel or make changes to your order as long as the order has not been shipped. To do so, please contact us through the phone number or email shown at the top of this page. You can view your order history and order status by logging into your account and clicking on the "order status" link.

Customs

For orders shipped outside of the U.S. and Canada, you should consult the customs legislations of your country. We do not take responsibility for duty fees, brokerage fees and shipment delays due to customs, if any.

Return Policy

Return Policy

Items marked final sale cannot be returned. A Return Authorization number must be requested within 14 days of the order's delivery date. The item(s) must not be worn, altered or washed and be accompanied by original tags. Footwear must be accompanied by the original box in its original condition, without Post labels. We do not accept returns for underwear and swimwear. Shipping fees are not refundable. The balance will be refunded to your credit card within 5 business days of the reception of the item at the SSENSE warehouse. All returns must be authorized by us prior to the return. Please contact us by email or phone to make a Return Authorization request. The return authorization number must be clearly written on the outside of the package. Additionally, returns should be shipped with a service providing a tracking number and insurance as we are not responsible for delayed or lost packages. Any returns received without a Return Authorization number or that do not comply with the above may be denied at the discretion of SSENSE.

United States Returns

Returns from the U.S. should be shipped via the United States Postal Service (USPS). Returns shipped with other services than USPS will incur brokerage fees which may be deducted from your return at the discretion of SSENSE. All returned items should be declared as a "Return of Canadian Merchandise" on the customs declaration; returned packages that don't have this mention on their custom declaration may not be successfully delivered to our warehouse and may incur additional fees.

International Returns

All returned items should be declared as a "Return of Canadian Merchandise" on the customs declaration; returned packages that don't have this mention on their custom declaration may not be successfully delivered to our warehouse and may incur additional fees.

Holiday Return Policy

All orders placed starting December 1st are eligible for our extended Holiday return period. A Return Authorization number must be requested by January 6th, 2014. All return policies above still apply.

Shipping & Handling

Shipping fees and delivery times

All shipping services used by ssense.com provide a tracking number and insurance for the cost of your package. In the event that multiple orders are placed with the same shipping destination and on the same account, orders will be combined and shipping fees will be adjusted, unless otherwise requested.
Days in the following table refer to business days. An additional 0-2 business day processing time is required.

Canada
  Expedited parcel Xpresspost Priority Courier1
Quebec and Ontario
BELOW $100
$5 (1-3 days) $7 (1 day) $10 (next business day am)
Quebec and Ontario
OVER $100
FREE (1-3 days) $7 (1 day) $10 (next business day am)
Other provinces
BELOW $100
$8 (2-7 days) $15 (1-3 days) $29 (next business day am)
Other provinces
OVER $100
FREE (2-7 days) $15 (1-3 days) $29 (next business day am)
USA
  UPS Standard Expedited Xpresspost
Purchases below $200 $12 (2-7 days) $25 (2-3 days)
Purchases over $200 Free (4-5 days) $10 (2-3 days)
International Orders
  Xpresspost UPS Express Saver International
Group A $50 (3-5 days)2
Group B $70 (2-5 days)
1 Orders must be made before 11:00am Eastern Time to qualify for next day a.m. shipping.
2 Some exceptions apply to select countries. Accurate transit times available on checkout.

Ship to locations

  • - Group A: Argentina, Australia, Austria, Bahamas, Barbados, Belgium, Belize, Brazil, Cayman Islands, Chile, China, Cyprus, Czech Republic, Denmark, El Salvador, Finland, France, Germany, Great Britain, Greece, Grenada, Guyana, Hong Kong, Hungary, Iceland, Ireland, Italy, Japan, Korea (South), Luxembourg, Malaysia, Morocco, Netherlands, Netherlands Antilles, New Zealand, Norway, Philippines, Poland, Portugal, Saint Lucia, Singapore, Spain, St. Kitts & Nevis, Sweden, Switzerland, Syria, Taiwan.
  • - Group B: All other countries.

Wrong address, non received items and returns

If the item is not received and sent back to us by the postal service company you will be charged the actual shipping fee (not according to the above table). The price of the item will be credited once we receive the item. We will contact you to inform you when we receive the package.

Help Index

Use the index below to automatically scroll to the information on this page. To request information not included here, please use the email form.