Reviewers in this sample most frequently report problems with shipping times, returns processing and lack of meaningful customer support. Several accounts describe receiving wrong or damaged items, difficulty obtaining refunds or compensation, and unanswered tickets. A minority of customers report satisfactory outcomes — fast delivery, clear tax information and acceptable product quality — so experiences appear mixed in practice but skew negative here. If you consider buying from SSENSE, check the specific return and customs policy for your country, keep documentation and consider using payment protections when possible.
Examples from available reviews (Jul 2025 – Feb 2026).
Paid for priority shipping but received no tracking updates.
“still no tracking date / update !”
Order stuck at customs due to missing documentation from seller.
“You didn't provide all the necessary information for customs!!!!”
Coat felt synthetic and poorly constructed despite high price paid.
“The coat feels entirely made of plastic.”
Fast delivery, clear taxes, and a quality product delivered.
“Fast delivery, clear description of taxes etc.”
Most reviews describe delayed dispatch, unpaid refunds and problematic returns handling; many customers report unresolved service issues and repeated failures to assist.
Some buyers report good sale prices, but multiple reviews cite poor value due to low-quality materials, shipping fees and unreimbursed costs or insufficient compensation.
Frequent reports of late or stalled shipments, incorrect items or sizes, and time-consuming return or replacement processes causing customer frustration.
Several customers describe damaged, faulty or mis-described products (wrong items, poor materials, broken components), affecting trust in item condition on arrival.
Many reviewers report unanswered tickets, slow or absent email replies and unclear guidance on customs, duties or return procedures from support staff.
Overall impression in these reviews is negative: multiple customers say they will stop buying due to combined issues with shipping, returns and support.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: February 2026
Customer service responded quickly and item was shipped promptly.
“Customer service had a quick response”
First-time buyer praises fast shipping and helpful customer service.
“shipping is fast”
Staff were professional and assisted with returns for many years.
“Went above and beyond to help me with returns.”
Product arrived in the UK within two days with prompt dispatch.
“Product received to UK within 2 days of ordering.”
Tariffs are included upfront, simplifying buying decisions.
“pricing it up front is great work”
Wide designer selection, reasonable prices, and very fast delivery.
“orders arrive in record breaking time!”
Excellent curation, imagery, and styling produced a great experience.
“Best curation, imagery and styling of items”
Return fee was over half the item cost, reducing value.
“I was charged £34 for the return fee - more than half the cost of the trousers!!”
Received poor-quality dress and faced difficulties obtaining a refund or return.
“They are scammers!!!!”
Missing order claim opened but received no updates or refund.
“They have refused to refund me for my lost package.”
Security checks caused cancellations and forced customers to reorder.
“their unilateral cancellation of the order.”
International return rejected for late arrival despite prompt customer action.
“the return shipment took around 20 days”
Highly enthusiastic customer praising product quality and shopping experience.
“They were perfection.”
Package held by customs due to documentation delays and no resolution.
“was held by custom over a month”
Return denied due to damaged shoebox despite following courier advice.
“They denied the return outright”
Delivery was fast and packaging was very good.
“Delivery was fast and very well packaged.”
Longtime customer praises curation, clear sizing, and efficient delivery.
“It's the BEST curated online store.”
Package stolen and claim denied without proper assistance.
“They still refused to refund me”
Returned two jackets but only one refund issued and poor handling.
“I was refunded for one only more expensive one other one was not refunded”
Staff were very professional and attentive to customer needs.
“Very professional and attentive to customer needs!”
Delivery claimed by forged signature but retailer refused to refund.
“driver forged my signature as proof of delivery”
Return denied when retailer blamed buyer for staining on a delicate item.
“blurry photos showing what they described as dark or black staining”
Customer service handled dispute inconsistently with poor resolution.
“Jessica proceeded to send a return label with no apology”
Boot sole cracked within hours and retailer offered inadequate compensation.
“the plastic heel/sole cracked in four separate places”
Requested size assistance but received no follow-up contact.
“It's been a couple of weeks and I haven't heard back yet.”
Delivery can take up to three weeks and service is poor.
“Horrible and takes forever to get your items sometimes 3 weeks.”
Waiting for delivery with no available customer contact.
“Still waiting for my delivery !”
Package delayed nearly three weeks despite paying for express shipping.
“my package was delayed for almost 3 weeks when I paid for express shipping.”
Seeking refund for returned hat but communications remain unanswered.
“I THEN SEND PICTURES AGAIN AND AGAIN WITH NO REPLY.”
Return denied claiming shoes were worn after brief fitting.
“they could not accept the return because the shoes were "worn.”
Paid for priority shipping but received no tracking updates.
“still no tracking date / update !”
Order stuck at customs due to missing documentation from seller.
“You didn't provide all the necessary information for customs!!!!”
Express order shipped late and promised shipping refund not issued.
“Please issue me my refund”
Incorrect sizing information led to wrong fit and return refused.
“The sizing information on their website was incorrect and misleading.”
Received wrong item but return refused because it was final sale.
“I ordered a skirt and received a bustier top”
Orders often take several days to a week to ship and refunds are difficult.
“It often takes several days to near a week for orders to ship”
Customer support is slow to respond.
“Lacking quick response”
Reported damaged item but received no timely customer service response.
“They advertise 24/7 customer support. It’s non- existent!”
Returned three items but only two refunds processed and no response.
“Returned 3 sweaters and only received a refund for 2 of them.”
Order delayed and customer service tickets go unanswered.
“Every ticket goes unanswered.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
SSENSE is a Montreal-based online retailer specialising in contemporary and luxury fashion, known for a curated mix of designer streetwear and high-end brands. Founded in the early 2000s, the site operates internationally with global shipping, editorial content and seasonal sales. Consumers researching SSENSE commonly check its shipping policies, returns process and international duties handling because the company ships across borders and lists items from varied price tiers and designers.