Many reviewers applaud SSENSE for quick shipping, clear photos, and a wide range of designer brands. A large share of complaints focus on refunds denied, returns refused, and packages lost or delivered to the wrong place. Several customers also mention long customs hold-ups and steep return or duty costs. A smaller group points to professional, helpful support and well-made products.
Examples from available reviews (Nov 2021 – Feb 2026).
Praises curation, imagery, and styling; ranks SSENSE highly overall.
“SSENSE is 10/10”
Delivery was fast and packaging was very good.
“Delivery was fast and very well packaged.”
Package stolen but company refused refund despite proof.
“they still refused to refund me or re-send the item I ordered”
Return fee of £34 was over half the £65 trouser cost.
“I was charged £34 for the return fee - more than half the cost of the trousers!!”
The strongest negative theme centers on refunds refused and returns denied after items were lost, damaged, or flagged as worn. Several reviewers describe receiving the wrong item, repeated shipping mistakes, and refunds issued only in part. Some customers report fast dispatch and attentive staff, but those notes appear less often.
Many complaints point to high return fees and costly international return shipping. A few reviewers mention fair prices and clear handling of tariffs, but these comments are relatively rare. Several customers also say they had to dispute charges or cover duty costs themselves.
Many shoppers like the curation, sharp images, and easy-to-read sizing details. Others mention friction on the site and at checkout, including security checks that cancel orders and sizing charts they say are inaccurate. These usability issues show up less often than shipping or returns problems.
Several reviews describe defective items or products that look clearly worn, sometimes after a long wait. Others say the items meet expectations and praise fabric or build quality for wallets and dresses. Complaints about quality appear across categories, including shoes, sunglasses, and bags.
Many reviewers describe slow replies, no reply at all, and support tickets that never get resolved. Some reports also mention missing customs paperwork, tracking that does not update, and callbacks that were promised but never happened. A smaller number of reviews note quick, helpful responses.
Reviews split sharply between very satisfied customers and severe complaint stories. Positive accounts focus on speed, curation, and fit. Negative ones cluster around returns and refunds, delivery problems, and weak follow-through.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Reviews (20) · bbb.org (10) · Reviews (1) · Quotes shortened · As of: February 2026
Customer service had a quick response and the item shipped quickly.
“Customer service had a quick response and my item was shipped out fast.”
Customer service had a quick response and the item shipped quickly.
“Customer service had a quick response and my item was shipped out fast.”
First-time buyer experienced fast shipping, good service, and authentic items.
“shipping is fast”
First-time buyer experienced fast shipping, good service, and authentic items.
“shipping is fast”
Staff were professional and went above and beyond with returns.
“Went above and beyond to help me with returns.”
Staff were professional and went above and beyond with returns.
“Went above and beyond to help me with returns.”
Product delivered to the UK within two days with prompt dispatch.
“Product received to UK within 2 days of ordering.”
Product delivered to the UK within two days with prompt dispatch.
“Product received to UK within 2 days of ordering.”
Company appears well managed and addresses tariff questions up front.
“Ssense is obviously is well managed.”
Company appears well managed and addresses tariff questions up front.
“Ssense is obviously is well managed.”
Wide designer selection, reasonable prices, and very fast deliveries.
“Ssense has a vast array of designers”
Wide designer selection, reasonable prices, and very fast deliveries.
“Ssense has a vast array of designers”
Praises curation, imagery, and styling; ranks SSENSE highly overall.
“SSENSE is 10/10”
Praises curation, imagery, and styling; ranks SSENSE highly overall.
“SSENSE is 10/10”
Return fee of £34 was over half the £65 trouser cost.
“I was charged £34 for the return fee - more than half the cost of the trousers!!”
Return fee of £34 was over half the £65 trouser cost.
“I was charged £34 for the return fee - more than half the cost of the trousers!!”
Received a poor-quality dress and faced obstacles obtaining a refund or return.
“They are scammers!!!!”
Received a poor-quality dress and faced obstacles obtaining a refund or return.
“They are scammers!!!!”
Order never arrived; claim opened but no updates and refund refused.
“They have refused to refund me for my lost package.”
Order never arrived; claim opened but no updates and refund refused.
“They have refused to refund me for my lost package.”
Security measures require contacting bank, causing cancellations and reorders.
“Their unnecessary security measures ask you to go through multiple stages”
Excessive security steps caused order cancellation and wasted time.
“Their unnecessary security measures ask you to go through multiple stages”
Returned expensive shoes promptly but SSENSE rejected refund due to timing.
“the return is not accepted because it did not arrive within your return window.”
Return rejected due to late arrival despite prompt customer return.
“the return is not accepted because it did not arrive within your return window”
Enthusiastic shopper praises site and says purchased items were perfection.
“They were perfection.”
Obsessed with site; bought Mugler pieces that were perfection.
“They were perfection.”
Package was delayed at customs due to documentation and refund was denied.
“they now refuse to offer me a refund”
Company refused refund after package was lost and customs delayed delivery.
“they now refuse to offer me a refund”
Return was denied despite following courier instructions and escalation ignored.
“they denied the return outright and reshipped shoes that do not fit back to me”
Return denied over slightly damaged shoebox despite following courier instructions.
“SSENSE later rejected the return because the shoebox arrived slightly damaged”
Delivery was fast and items were well packaged.
“Delivery was fast and very well packaged.”
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.”
Longtime customer praises clear images, sizing, and efficient delivery.
“The product images and size measurements are clear and precise”
Provided proof of theft but SSENSE refused refund or resend of item.
“they still refused to refund me or re-send the item I ordered.”
Package stolen but company refused refund despite proof.
“they still refused to refund me or re-send the item I ordered”
Returned two jackets in one box but only one refund was issued.
“I was refunded for one only more expensive one other one was not refunded because one label was used.”
One returned box caused partial refund and refusal for the second item.
“other one was not refunded because one label was used”
Staff were professional and attentive to customer needs.
“Very professional and attentive to customer needs!”
Staff were professional and attentive to customer needs.
“Very professional and attentive to customer needs!”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
SSENSE is an online retailer focused on luxury and contemporary designer fashion. It sells clothing, shoes, bags, accessories, and lifestyle items for men and women. The site pairs editorial content with product pages and features large images and sizing details. SSENSE ships internationally, offers order tracking, provides customer support channels, and handles returns through an online process.