When you receive something you weren't expecting, we feel your pain. That's why we're here for you every step of the way in your shopping journey, including returns and exchanges!
We have a 14-day return policy, which means you have a maximum of 14 days from the date you've received all your purchased items in the same order to submit the return request.
Please note that the return shipping fee must be covered by the customer, unless the original products are defective.
How to return an item?
- Step 1: Please contact us at firstname.lastname@example.org indicating the item(s) you would like to return, the order number, the reason for the return, and a photo of the item in its current state. If there are quality issues, please provide images of the exact faulty parts of said items and the tag (including the QC sticker).
- Step 2: If your return is accepted, we’ll send you the instructions on how and where to send your package.
- Step 3: Once your returned items are back at our warehouse, they will be inspected, processed and our convenient customer service team will then get you a speedy refund!
- Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can make it right for you.
- Item must be in the same condition that you received it, unworn or unused, with tags.
- Items sent back to us without first requesting a return will not be accepted.
- The original shipping fee ( (regardless whether your order included shipping fees or not)) is non-refundable, and will be deducted from your total refund amount.
- Please note that purchases made with coupons cannot be returned or exchanged. If you made a purchase with a combination of a coupon and regular form of payment, only the amount exceeding the coupon value is refundable.
Please note that the conditions below are not deemed as defective in quality:
- Loose threads, raw edges, thickness, touch of fabrics, and differences in color due to differences in monitor display are NOT treated as quality issues.
- Returns due to dissatisfaction in styles, colors, and changes in personal preferences are NOT treated as quality issues.
- Damages due to use, wash, improper maintenance, self-repair, modifications, or other human factors are NOT treated as quality issues.
- Please refer to our sizing chart for decisions on your purchase, as our service team can only offer our recommendations. Returns due to sizing issues do not constitute as quality issues.
- Due to differences in design and style between items, there may be slight differences with different items in the same size. Please refer to actual measurements.
If approved, you’ll be automatically refunded on your original payment method. Please remember it can take up to 7 days for your bank or credit card company to process and post the refund to your account.
- Please do not send your item(s) to the sender's address listed on your package. This is not the return address and will delay the processing of your return & refund. Please make sure to send your return to the address we send to you.
- Please make sure you have not included non-Commense item(s) by accident in your return package. We will not be responsible for sending those items back to you.
- Products marked as Final Clearance, accessories, lingerie or Intimate items (bras, panties, socks, tights)are not eligible for return or refund.
- Note that Commense is not responsible for any failed delivery attempt caused by negligent behaviors of customers. Negligence includes, but is not limited to, refusal of shipment confirmation and incorrect consignee's information (such as order address, contact number, or consignee's name). In this case, we are unable to file a refund for you. If you find your order information is wrong, please contact us ASAP at email@example.com with your order number and the correct information.
- For the health and safety of our team, we only have a small and very limited team on-site. We will process all returns and refunds in 5 business days, but there may be delays due to limited staffing. We are available from Monday through Sunday 9 am to 6 pm PST. If our agents are busy at the moment, please leave your order number and items for return, we will get back to you once we are available.