faq page
We are the luxury shopping experience for the style-informed.
At ModeSens, we are committed to being the intelligent purchase assistant. With our unique platform and trusted merchant relationships, our technology eliminates the disconnection of online and offline shopping to help our customers make the most informed purchase. From discovery to delivery, we provide a trusted, network-driven service that seamlessly connects our clients with the top global luxury products, brands and retailers in our ever-growing community.
As we look to the future, we are actively developing new technology that continues to break barriers and take frustration out of shopping with just one click.
Disclaimer: ModeSens app’s use of information received from Gmail APIs will adhere to Google's Limited Use Requirements.
ModeSens is here to help you—from discovery to purchase. That being said, all transactions happen on our partner websites, not ModeSens.
That being said, you can always view your shopping through ModeSens by visiting 'My Orders'. This can be found in the drop down menu that pops up when you click on your profile image/icon. This page allows you to keep track of all your orders in one place.
Another great reason to shop through ModeSens? All tracked purchases through ModeSens receive free protection for product authenticity. If you receive an item that is inauthentic, ModeSens will reimburse you directly and remove the retailer from ModeSens forever. Be sure to hold on to your electronic communication trail for proof.
ModeSens is your purchase assistant for the smart and informed. With our advanced technology, aggregation model and trusted merchant relationships, our platform pulls from the racks of luxury multi-brand retailers and flagship fashion houses to connect consumers with their favorite pieces.
Our growing partnerships with more than 40K+ luxury brands provide us with the trusted resources and the right capabilities to act as the reliable intelligent purchase assistant. ModeSens gives consumers a clear and easy route to the right product information at the right time, so they can choose where and when to buy.
At ModeSens, we believe in the beauty of discovery, and we aim to create a community of like-minded individuals who are inspired by fashion and driven by technology, just like us.
ModeSens has both iOS and Android apps available on the App Store and Google Play. Use your regular ModeSens login on the app to enjoy the full benefits. We highly recommend the app to make shopping even easier.
Pro Tip! See something you like while browsing the web on your phone? Simply copy the link and share it with the app, and see the magic happen.
You can invite friends if you are logged into your ModeSens account. Simply hover over your profile image/icon and select 'Invite Friends' in the dropdown menu.
You can also access the form here:
https://modesens.com/invite/
There are two ways to share items on ModeSens.
First, you can create a Post. To learn how to create a Post, visit our 'How do I upload a Post' FAQ.
Second, you can share a List by visiting My Closet and selecting the Publish button.
My Closet is your own personal, digital closet. Here you can curate Lists, save Posts and manage your Alerts.
To access My Closet simply hover over your profile icon/image and select 'My Closet' in the dropdown menu.
Visit the ModeSens Community to view the Closets of others, including our partner retailers, brands and users like you!
Start shopping! When you see an item you would like to add to your Closet, click the 'Add to List' icon to begin building your first list.
My Closet can contain items added to a List or items added to your Alerts. Product can be added to either anywhere you see the 'plus' or 'bell' icons near a product image. You can also add an item to a List by clicking the 'Add to List' button on a product page.
Posts are images uploaded by ModeSens users. Each Post has links to the products shown in the image. Click on the product links to view details about each product or make a purchase.
First, search for the product on ModeSens. Once you have found the product, click through on the product. Once on the product page, make sure your Post contains the same color and style as what you see on the page. After confirming, scroll down to the Posts section of the page. Click on 'Share a Post'. This will open a pop-up where you can upload an image to show off your Post on the product page and within the ModeSens Community.
ModeSens Browser Extension is your intelligent purchase assistant committed to making the shopper's experience relaxed, easy, and enjoyable.
Intelligent Purchase Assistant compiles the most timely and accurate product information the shopper needs by pulling product details, promotional information, size and price information, and availability from 800+ luxury retailers—all on one easy web browser extension.
Plus, Intelligent Purchase Assistant keeps you organized by allowing you to save your favorites to one of your ModeSens Lists or save them for later in your Alerts.
You'll be able to take advantage of all of the amazing features of ModeSens Browser Extension if you use Chrome, Firefox or Safari.
ModeSens has both iOS and Android apps available on the App Store and Google Play. Use your regular ModeSens login on the app to enjoy the full benefits. We highly recommend the app to make shopping even easier.
Pro Tip! See something you like while browsing the web on your phone? Simply copy the link, then when you open your ModeSens app, the product, along with every detail you could want to know, will be the first thing to pop up on your screen. Yes, it's that easy.
Good news! ModeSens Intelligent Purchase Assistant is available in all of the countries we support on our website. No matter where you live, your life just got easier.
ModeSens Browser Extension supports 800+ of the best fashion stores worldwide.
You can view the full list of our partner stores here.
ModeSens Browser Extension makes it easy to save all of your favorite items!
Click the 'bell' icon on ModeSens Browser Extension to add an item to your Alerts.
Click the 'plus' icon on ModeSens Browser Extension to add an item to a List.
Note that you must be logged into a ModeSens account on the device you are using to utilize these features.
You can find your lists on the ModeSens website under 'My Closet'. Here, you'll find your Alerts, recently viewed items and purchases, as well as the ability to create new Lists.
To access My Closet, simply hover over your profile icon/image on ModeSens and select 'My Closet' in the dropdown menu.
We are sorry you are not enjoying ModeSens Browser Extension. We would love to know how we can improve the experience. Please share your feedback with us via the Contact Us section of our website.
The uninstall process varies by browser. For more complete details, click Go to Browser Store.
Searching is made simple with ModeSens. You can search by brand, keyword, or product name at any time using the search bar in the upper-right corner of our website or app.
You can also do specific searches that are narrowed by category, designer, size, color, price range, on sale, and store. This feature is called Filters. Filters are available on the left side of category and search pages on the web or the top bar of category and search pages on the app
As an international retailer, sizing can differ across designers and stores. Be sure to check our sizing chart to find the right size.
You can view the size chart on each ModeSens product page or in the 'Settings' area of your profile.
To determine your size, we offer several useful points of information.
First, refer to our size guide either on a product page or under the 'Settings' area of your account. In your account, scroll down to 'My Sizes' and select 'Size Guide' for detailed information on sizing.
Additionally, for each product on our website, we share the model's height and the size they are wearing on the product page.
Lastly, we invite all of our users to review products. Check out what other ModeSens users thought of a product—not only can they leave comments, but they can also report about the fit on a scale of 2 sizes too large to 2 sizes too small.
Available sizes are listed on every ModeSens product page under the 'Available From' section. If your size is unavailable, you can set an alert by clicking the 'bell' icon next to the image and selecting your desired size(s).
Note that it's up to each retailer to determine which sizes to stock. Because our partners come from a wide range of countries, sizes may vary by retailer.
ModeSens works hard to ensure there are no technical issues with our website, app, or Fashion Purchase Assistant, but errors may occur at times.
If you see an issue on the website, please click the 'Report Issue' button to notify our team. We appreciate your help!
We sincerely apologize if the information is inconsistent with a retailer's information. ModeSens frequently syncs with partner stores to ensure we show the correct prices. Keep in mind that when you place an order, it's always done on the retailer's website, not on ModeSens.
We're here to keep you up to date on the latest sales and promotions across our partner sites so you have all the information you need to make the best purchase decision.
ModeSens hand-selects the best luxury brands and multi-brand retailers from around the world to offer each shopper an unparalleled assortment of products in an easy and user-friendly experience.
Our partners are trustworthy retailers we know will provide our users with excellent products and exemplary customer care.
ModeSens is here to help you—from discovery to purchase. We have the full scoop on promotions and coupon codes from our retail partners. You can find these listed on our 'Coupons' page here.
These promotions and coupon codes are updated daily on our website and can be used upon checkout on the retailer's website. Click 'Coupon Code' to reveal the code.
ModeSens users can set price drop alerts, product availability alerts, and new product alerts.
Product availability alerts include new stores carrying a product, last store carrying a product, additional size availability, and back-in-stock messages. These alerts can be set up on a ModeSens product page and managed in your Alerts.
New product alerts include new arrival notifications from specific designers. These alerts can be set up and managed on the ModeSens Designers page.
ModeSens can compare and monitor prices across 800+ luxury retailers. For each product, we show you a variety of retailers where to purchase, so you can select the best option for you. We're constantly updating prices to ensure our information is as up to date as possible.
If you are not ready to make a purchase yet, you can create a price drop notification. Click the 'bell' icon on an item to set a price drop notification. By doing this, you will also add that product to your Alerts.
We are proud to partner with trusted retailers who sell some of the hottest products on the market. That said, high-demand, low-inventory items often sell out quickly, which can lead to out-of-stock messages upon landing on a partner website or to cancellations after the fact. Please know that we and our partner websites update availability as often as possible so that when you shop, what you see is up to date. If you come across a product with inaccurate availability information, please let us know by clicking the Report Issue button on a product page.
In the event something is shown as out of stock or out of stock in your size, be sure to turn on set alert on the item with your price and/or size requirements if applicable. We will notify you as soon as possible if the item becomes available again. Please ensure updates are enabled so you do not miss any alerts. You can review your settings by clicking on your profile icon/image and selecting 'Settings' in the dropdown menu. Scroll down on this page to 'Updates' to review what is enabled and disabled.
Oh no! Our alerts are sent as soon as we receive notifications from our retail partners, and we do our very best to keep you informed with the most accurate information available. Sometimes items are incredibly popular and will sell out immediately, even after being restocked.
Members of the ModeSens Community can receive notifications about new Posts, new followers, Post likes, and Post comments.
Customize your shopping experience and curate your wardrobe with ease by selecting favorite designers, blocking designers, or adding new arrivals alerts.
Add the designers you love to your favorites list by selecting the heart icon. That way, when filtering searches by Designer, you can select 'Favorite Designers' to only see results from your favorite designers.
If there's a designer you'd rather not see, simply select to block them. Once blocked, products from these designers won't show up when you're shopping.
If you would like to remove an item from a List or Alerts, hover over the top-right corner of the product image and click the 'trash' button. This will remove the item from the List or Alerts. Note that if you remove an item from Alerts, any updates you set will be removed as well.
We're here to help you—all the way from discovery to purchase. With ModeSens, you can place an order directly on a retailer's website.
If you find an item you would like to purchase while shopping on ModeSens, be sure to click on the item to see where it is sold. When you click on a retailer in the Available From section, you'll be directed to the retailer's website to complete your transaction.
Make sure to choose your size and add the item to your cart on their page. Follow their online instructions to complete your transaction. Remember that while ModeSens may send you communications related to your order, all official confirmation and shipping emails will be sent from the retailer, not ModeSens.
If a transaction is made on one of our partner websites, your bank statement should reflect the name of the retailer you purchased from directly.
ModeSens displays prices in several different currencies. Make sure to select your country settings in the top right corner of the ModeSens website.
Our retail partners decide which currencies to accept at checkout, but most accept a wide range.
Because ModeSens partners with retailers from across the globe, duties can vary widely. Keep in mind that if you are making a purchase from a retailer that is not in the country of your shipping address, there may be duties.
If you have questions about duties, it's best to contact the retailer you are interested in purchasing from directly.
If your payment on a partner site failed, please contact the retailer's customer service team. Don't worry, if your order is unsuccessful, you will not be charged.
A few good things to check to ensure your order is successful are: that your billing address matches your card, that the CVC/CCV number you entered is correct, and that your name, address, and credit card expiration date are entered correctly.
We apologize for any difficulties you may be having placing an order with one of our retail partners.
Transactions always occur on our partner websites, so if your order doesn't go through, you will be notified by the retailer. As long as an item is in stock, you should be able to try your order again through the retailer.
It's always a good idea to double-check that you entered the correct information on your card!
Once you've successfully placed an order through one of our retail partners, you should receive an order confirmation email from the retailer.
Keep in mind that while ModeSens may send you communications related to your order, all official confirmation and shipping emails will be sent from the retailer.
As all transactions happen on our partner websites, you will not receive official confirmation emails from ModeSens.
ModeSens is here to help you—from discovery to purchase. That said, all transactions occur on our partner websites, not on ModeSens.
The retailer you placed your order with will be your point of contact if you need to make any changes. Don't be surprised if a retailer is unable to make the desired changes to your order—sometimes items have been packed or shipped faster than you might expect.
Be sure to have your order number, as well as the product name, ready when you contact the retailer with changes.
Once you place an order, it's best to communicate directly with the retailer, as all transactions take place on our partner websites, not on ModeSens.
If you find that something is missing, please contact the retailer's customer service center to check on the missing items.
Head on over to your inbox and pull up your confirmation email to find the retailer's customer service info. Most retailers also include a customer service number on their website.
General Protection: For All Members
All tracked purchases made through ModeSens—by clicking through to a partner store—are covered by General Protection for product authenticity and satisfaction. ModeSens will help coordinate with the store regarding lost packages or items not as described. If you receive an item that is inauthentic, ModeSens will refund the full order amount and place the store under investigation, with the possibility of removing it from our site entirely.
Premium Protection: For Elite Members
Elite Members receive all the benefits of General Protection, plus Premium Protection for orders placed through ModeSens Concierge. If a store does not reimburse a lost package claim, ModeSens will cover the full order amount in ModeSens credit, which can be applied toward any future orders.
ModeSens is here to help you—from discovery to purchase. That said, all transactions occur on our partner websites, not on ModeSens.
Shipping and handling prices vary, as our retail partners are spread across the globe and ship to multiple countries. If you have questions about shipping and delivery policies, it's best to contact the retailer you want to purchase from directly.
If you want to check the status of your order, please contact the retailer who is responsible for shipping your item.
As transactions are made on our partner websites and not on ModeSens, the retailer will be the best source of information regarding shipping status, tracking details, and estimated delivery date.
If you end up needing to cancel an order, please reach out directly to the retailer. Because orders go through our partner websites, ModeSens cannot cancel an order for you.
Keep in mind that there are times when retailers are unable to cancel an order. Be sure to have your order number, as well as the product details, ready when you contact the retailer about a cancellation.
ModeSens is committed to helping you find products and then directing you to partner websites to make purchases. As transactions occur on the partner website, all shipping logistics are in the hands of the retailer.
Please contact the retailer you purchased from directly to make amendments to your shipping information. Keep in mind that in some cases, changes are not always possible.
You can find the contact information for the retailer's customer service team on your confirmation email, or by visiting the customer care or support page of their website.
If your order doesn't arrive on time, reach out to the retailer. Retailers are responsible for shipping, tracking, exchanges and refunds. Note that response times can vary based on the retail partner.
ModeSens is here to help you—from discovery to purchase. That being said, all transactions happen on our partner websites, not ModeSens.
Because all ModeSens purchases are made directly through our retail partners, returns are handled by those retailers as well. Should you need to make a return, please contact the customer service team of the retailer. Most retailers have a 'Shipping and Returns' section of their website, which you can use as a guide.
Because all transactions occur on our partner websites, returns need to be sent to the retailer you purchased from directly, not ModeSens.
Be sure to hold onto the package, packing list and receipt. Return instructions are usually included in the package from the retailer.
ModeSens is here to help you—from discovery to purchase. That being said, all transactions happen on our partner websites, not ModeSens.
Typically, refunds will be processed by the retailer you placed your order with when the item(s) have been received back by the retailer. Please contact the retailer for questions or issues regarding reimbursement.
We hope this doesn't happen to you, but on the off chance that it does, please contact the retailer directly. As all transactions occur on our partner websites, they will be able to help you with returns or exchanges.
Keep in mind that they may request that you send the item back or provide images to demonstrate the damage.
We do our very best to ensure we do not partner with any retailers who would disappoint a customer in this manner. If you experience longer wait times than usual, it is probably due to a high volume of inquiries. We encourage you to call rather than email to ensure the fastest possible response.
If you still cannot get an answer, please contact us so we can be made aware of the issue. We are here to help you have the best shopping experience.
Any ModeSens member can join the Elite program.
During the beta period, we’re limiting the number of Elite members to ensure the best service quality. If spots are full, please join the waitlist, and we’ll invite you as soon as more spots become available.
You can increase your priority on the waitlist by shopping more through ModeSens or inviting friends to join — helping you get invited sooner.
If you join ModeSens Elite during our beta period, you will receive an introductory offer of a 50% lifetime discount, which will grandfather you into the rate post-beta. This introductory offer is for a limited time only.
If you join at $9.99/month during beta and keep your membership active, you’ll keep that insider price.
If you cancel and re-subscribe while beta is still open, you’ll pay the current beta price ($9.99).
If you re-subscribe after beta ends, your price will follow the public rate ($19.99) or whatever the new list price is at that time.
If you have a code, paste it to unlock the best offer for the subscription. No code? Join the waitlist and we’ll notify you when a spot opens by email.
During beta, invited users can start Elite at the $9.99/month insider rate. If you’re on the waitlist, you’ll get access once invited or when we open more available spots.
Shop more on ModeSens or invite more friends to increase your priority for receiving an invite.
Be among the first to know about sales from your favorite stores. As an Elite member, you receive priority delivery of price and stock alerts. Simply sign up for alerts on your favorite stores, designers, and products; alerts are sent with priority for Elite members.
You can cancel anytime in your account before the renewal date. Your benefits remain active through the end of your current billing period. Changes take effect next cycle, and there will be no partial-month refund.
Membership fees are non-refundable once a billing period starts. If something goes wrong with access, contact support at assistant@modesens.com, and we’ll review.
If your membership renewal payment fails, ModeSens will automatically retry the payment before your membership expires. If the payment cannot be completed by the end of your expiration date, your Elite membership will be automatically canceled at the end of your current billing cycle.
Please make sure your card details are up to date and that your payment method has sufficient funds to avoid interruption of benefits.
Yes. You can update your payment method at any time in your ModeSens account settings, under the Membership or Billing section. Once updated, your new payment method will be used for future renewals.
We charge your membership renewal fee 1 day before it expires. If the payment fails, we’ll retry automatically before the expiration date. Update your payment method anytime in Account › Membership to avoid interruptions.
If your payment method doesn’t support automatic renewal, please make a manual payment in your ModeSens account to extend your membership before it expires.
You’ll earn one free month of Elite Membership each time you invite a friend to join ModeSens. Once your friend creates a ModeSens account, both you and your friend will automatically receive one free month of Elite Membership.
* The invited friend must be a new ModeSens user who has never registered before.
* If a friend receives multiple invitations, only the first inviter will receive the reward.
Yes! There’s no limit — you can accumulate as many free months as you earn through successful invitations.
Free month credits are automatically applied when your Elite Membership renews. They cannot be used to pay for your first month of membership.
No. Free month credits are non-transferable and can only be used on the account that earned them.
ModeSens Concierge is the premium shopping service for elites who value time, money, and a worry-free experience. Defining the future of shopping, it ensures the best total price, exceptional service, and complete peace of mind with every purchase — from start to finish.
Concierge is available to active ModeSens Elite members only.
Our Concierge assists with every step in your order process — from confirming your order requests to managing it after delivery.
1. Tell us what you want.
Find your desired item on ModeSens by searching by keywords, photos, or product URLs. Add it to your cart and check out on ModeSens. During checkout, you can specify details such as your preferred size, target total price, and expiration window (how long you’re willing to wait for us to find it at that price). Once submitted, your Concierge request will be reviewed and processed.
2. We find the best price.
After receiving your Concierge request, our concierge team searches hundreds of partner stores to locate your item for the best total price, taking into account stock, size, shipping, taxes, and duty, and applying coupons when available. You’ll receive a confirmation email with all details once a partner store confirms your order.
3. Order delivered to your doorstep
After your request is confirmed, there’s nothing more you need to do — we’ll oversee your order from dispatch to delivery. You’ll receive timely email and push updates as tracking becomes available and when your order arrives.
4. We’ve got your back
Our concierge team can help you with returns, refunds, and any order issues (lost, damaged, incorrect order) under our Elite membership shopper protection. We also provide 14-day price drop protection on concierge requests for our elite members.
- Notes: Coverage applies within stated windows and eligible partners/items. Credit is typically faster; the original payment timing depends on the merchant.
When you submit an order request through ModeSens Concierge, a temporary authorization hold may be placed on your payment method, if supported. You’ll only be charged once the request is confirmed with one of our partner stores. If the request cannot be confirmed within 3 days, the authorization will be automatically voided.
At checkout, you can set a target total price (max total price you would like to spend) and an expiration (up to 90 days). We only confirm the order when we can find a partner store that can meet or beat your target; if no store can confirm your request by the expiration date, the request expires.
You can easily update your target total or extend your order by logging into your ModeSens account and visiting your order portal. Simply click Edit in the top right corner of your order, then select a new expiration date or enter your updated target price.
* Before purchase: We compare across retailers and surface the best total checkout price we can verify at that moment, including listed price, duties, taxes where available, and typical shipping fees when provided by the store. We guarantee to confirm your order only when a partner store is able to fulfill it at or below your target total price.
* After purchase: If the price drops within 14 days of request confirmation and Price Drop Protection conditions are met, we refund the difference to ModeSens Credit. Terms apply.
Because ModeSens partners with retailers around the world, duties and import taxes may vary depending on the store and shipping destination.
ModeSens provides an estimated duty amount during checkout to ensure you never pay more than your target total price:
If duties are included in the product price, no additional duty estimate will appear when placing your request.
If duties are charged at checkout, we will include the estimated amount in your total and capture it once your request is confirmed.
If duties are due upon delivery, we will display an estimated duty when you place your request. Please note that this estimate is for informational purposes only — it indicates that duties will be due upon delivery. The exact amount will be determined by the carrier and local customs authorities at the time of delivery. ModeSens will not capture this amount, and the customer is responsible for paying any required import duties or taxes directly to the carrier.
No. The Concierge service is not a direct checkout. Submitting a request does not guarantee confirmation, as it depends on real-time price and stock availability from our partner stores at the moment we process your request. If the item cannot be confirmed before the request expires, you’ll be notified and will not be charged.
ModeSens is not a merchant — we help you find the best prices from our partner stores. All product details, including availability and pricing, come directly from those partners. Sometimes sales end or prices change before your request is confirmed. Rest assured, we’ll always do our best to secure your item at the best available price, applying any valid promotions or coupons.
It means we found a better price to confirm your request! You will only be charged the confirmed total when a partner store accepts your order.
If your payment method supports authorization, we’ll capture the confirmed total from your existing authorization. The updated amount will appear under your payment method once the transaction is finalized.
If your payment method does not support authorization, we’ll refund the difference once your order is delivered.
You can cancel your request anytime through your ModeSens order portal. Please note that once a request is confirmed with one of our partner stores, cancellations are not guaranteed, but we’ll do our best to assist. Changes to confirmed orders are generally not accepted by our partners, though we’re happy to check and see what may be possible.
ModeSens is not a merchant and does not carry inventory directly. If an item is out of stock at all partner stores, the request cannot be confirmed at that time.
However, ModeSens will continue to monitor availability and will confirm your request automatically if the item comes back in stock and meets your target total price before the request expires.
If an item is out of stock or no longer on sale, it may take us a bit more time to locate it within your target total. We continuously monitor our partner network to secure your requested item. You can also update your target total or extend your order anytime in your order portal.
Additionally, processing and shipping times vary by merchant, and international partners may need extra time to prepare and ship your order. Don’t worry — we’ll keep an eye on your order and share tracking information as soon as it’s available.
If an order is lost, damaged, or incorrect, we assist with the return or refund on your behalf. No retailer chasing or fine-print guessing.
We compare verified retailers, apply eligible promos, and choose the store offering the best total price (including taxes, shipping, and duties where applicable) to confirm your request.
Yes. As long as you place a request through Concierge, you receive all of the membership benefits and support - from price drop protection to returns help and priority support.
Yes. Elite members get priority access to human concierges. No chatbot loops.
Our partner stores usually take 1–7 business days to review and approve your return request; however, this length of time may vary depending on the merchant. Once approved, you’ll receive an email and push notification with your return label and instructions.
Refund timing depends on your selected refund method:
* Refund to ModeSens Credit: You’ll receive a full refund (product cost + sales tax) as soon as the return package is picked up by the carrier.
* Refund to Original Payment Method: The refund will be issued after the merchant confirms receipt and the refund amount, which typically takes 1-7 business days after receiving the returned item.
We partner with hundreds of trusted and vetted stores worldwide. You can see the full list of partners here.
Often, yes. Our concierge may be able to locate limited or sold-out pieces, but availability isn’t guaranteed.
Your payment will only be captured once the requested item is confirmed by a partner store.
If the item cannot be located within 3 days:
* For payment methods that support authorization, the payment hold will be automatically released.
* For payment methods that do not support authorization, the capture has to be held for the request. A full refund will be issued to your selected refund method once the request expires or is canceled.
The Concierge service is included with your Elite membership. Apart from the Elite membership fee, there is no additional fee per order. We’ll also help apply available coupons to ensure you get the best total price.
If a transaction is made through ModeSens Concierge, your bank statement should state 'MODESENS'.
ModeSens displays prices in several different currencies. Make sure to select your country settings in the top right corner of the ModeSens website.
We will send you an order confirmation email once the order is placed. When the item ships from our partner store, we will send you another email message. You can always manage your orders by visiting the order portal.
Regardless of which store fulfills your order, you can always reach out to ModeSens for assistance. Simply leave a message under the order in your ModeSens order portal or email us at assistant@modesens.com.
To protect our customers, ModeSens' security policy requires us to verify your payment method before processing your order. We enforce payment verification to protect our customers from fraudulent transactions. It's similar to how you may be asked to present an ID when you shop at a physical store.
If you don't feel comfortable sending the requested information, you may cancel the order under your account on ModeSens. You can find all partner stores carrying the item you requested on our product page and order directly at our partner's website, as they may have different payment verification policies.
Simply go to your ModeSens order portal and submit a return request. Once it’s approved, you’ll receive a prepaid return label and instructions via email (also available in your portal). Please ship the return within 7 days of approval.
You can submit a return request within 14 days of delivery. If the participating merchant’s return window is shorter, we’ll let you know in your order confirmation email and within your order portal once your request is confirmed.
Some items can’t be returned — such as Final Sale products or categories restricted by merchant policy (for example, food, underwear, or hygiene-related items). Original merchant tag(s) must remain attached to the product, or could result in rejection of the return by the merchant.
All returned items must be in their original condition — unworn, unused, and undamaged. Please make sure that all original merchant tag(s), packaging, and accessories are attached and intact. If tags are removed, or if the product shows any signs of wear, use, alteration, or damage, the merchant may reject your return, and it may not be eligible for a refund.
The default refund method is ModeSens Credit, but you can choose to refund to your original payment method before the refund is processed.
* Refund to ModeSens Credit: You’ll receive a full refund (product cost + associated sales tax) as soon as the return is picked up by the carrier.
* Refund to Original Payment Method: Refunds are processed after the merchant confirms receipt and approves the refund amount.
If the merchant charges a shipping fee for your order or return, it is non-refundable, unless the product is confirmed to have verified issues (such as being damaged, defective, or incorrect).
If the merchant finds an issue with the return and rejects the refund as the customer’s fault, ModeSens will charge back the pre-refunded amount.
If you choose to refund to ModeSens Credit, ModeSens covers all return shipping costs. If you choose a refund to your original payment method, you’ll be responsible for any return shipping or related fees.
Duties and import taxes depend on your country’s customs policies. These may not be refundable, even if your return is accepted. Customers are responsible for any duties, taxes, or import fees associated with their order.
Contact ModeSens Customer Service through your order portal or by email within 7 days if:
* Tracking shows “delivered,” but you didn’t receive the package, or
* There’s no tracking update for 7 consecutive days after shipment.
Please make sure to:
1. Contact the carrier directly.
2. Check with neighbors, building management, or the front desk.
3. Verify your shipping address on the order.
We’ll handle the claim process directly with the merchant or carrier on your behalf.
* Refund to ModeSens Credit: A full refund will be issued once the required evidence is provided. If the claim is later denied by the merchant with sufficient evidence of delivery, ModeSens may charge back the pre-refunded amount.
* Refund to Original Payment Method: Refunds are processed after the merchant’s investigation, which can take up to 3 months or more. If the claim is approved, we’ll issue a refund or replacement. If denied, the case will be marked as “claim denied.”
Report any damages within 7 days of delivery and include clear photos of the item, packaging, and original merchant tag (which must still be attached).
ModeSens will help start the merchant return process and provide you with a return label and instructions once approved.
* Refund to ModeSens Credit: A full refund of the order total value will be issued once the return is picked up. If a return is later denied due to a customer-related issue, ModeSens will charge back the pre-refunded amount.
* Refund to Original Payment Method: Refunds are processed after the merchant confirms receipt and approves the refund.
If you find a lower price for the same item within 14 days of your order confirmation at any of our partner stores, ModeSens can refund the difference.
Submit a request in the order portal, including:
* A screenshot of the lower total price at checkout (showing item, color, size, address, and total price)
* The link to the product page
* The requested adjustment amount
* The lower price must be from a ModeSens partner store.
* The exact same item, color, and size must be available and deliverable to the same address.
* The comparison is based on total price (including duties, taxes, and shipping).
* The item must be new; listings on third-party marketplaces (e.g., eBay, GOAT, StockX, The RealReal) don’t qualify.
Once verified, ModeSens will credit the difference to your account as ModeSens Credit.
ModeSens Notes are an easy way for members to earn points through purchases from over 800+ partner stores worldwide ($1 = 1 point) and by completing simple activities, which are listed under the Rewards tab in each member’s Closet.
Once you’ve earned 1,000 points, they are automatically converted into a $10 ModeSens Note, which can be applied as a discount toward future ModeSens Concierge orders made under the Elite Membership.
All ModeSens members are eligible to earn points and accumulate ModeSens Notes. However, unlocking and applying ModeSens Notes with Concierge orders requires an Elite Membership subscription.
ModeSens Notes can be applied toward Concierge orders, which are available through Elite Membership.
For more details about Elite access, eligibility, invitations, and membership options, please visit the Elite Membership section.
Once enrolled in Elite Membership, any existing ModeSens Notes will automatically become available for use at Concierge checkout.
Members can earn points toward ModeSens Notes in two ways — through purchases ($1 = 1 point) or through activities.
You can earn points by making purchases through ModeSens Concierge or by clicking through and completing purchases at our partner stores, as well as by completing eligible activities — such as daily logins, find a product using URL/image search, or setting your first product alert.
Yes. Any points not redeemed for a ModeSens Note will expire 12 months after they are earned.
Yes. Generally, ModeSens Notes expire 90 days after issuance. Please note that promotional or bonus notes may expire sooner. Expiry dates are stated on every ModeSens Note. Expired notes cannot be reinstated or otherwise reapplied.
Elite Members can apply any available ModeSens Notes at checkout when placing orders through ModeSens Concierge.
Please note that ModeSens Notes cannot be applied to purchases made by clicking through to a partner store’s website and completing checkout directly with that merchant. Notes can only be redeemed on orders placed and fulfilled through ModeSens Concierge.
All non-US order totals (excluding shipping) earn points that can be redeemed towards ModeSens Notes. Eligible order totals are converted to USD for points calculation. Issued ModeSens Notes are converted to local currency based on the prevailing conversion rate at the time of order confirmation.
Occasionally, there can be multiple factors that contribute to a member not receiving purchase points for a recently placed order, including:
Guest Check Out: It is possible that you were not logged in to ModeSens at the time of purchase. We advise you to install the ModeSens App through the App Store or Google Play, or install our Browser Extension to maximize your eligibility to earn points.
Tracking Interference: The use of other extensions, plug-ins, or cashback services interferes with our ability to correctly track and credit your purchase points. Ensure that all orders are placed by directly clicking through the ModeSens App or website.
Returned Purchase: Generally, points are issued 30 days from the date all of your order items have shipped. Returned purchases are not eligible to earn points.
Unfortunately, at this time, we are unable to issue points for orders that are returned, placed through guest checkout, or otherwise not tracked.
If the above scenarios don’t apply to you and it has been more than 30 days since your order shipped, we invite you to begin an order inquiry through the My Order Portal. Once received, we will investigate your claim and issue the points as determined by the partner store.
Please note that the points from purchase can take up to 7 business days to post
No, each ModeSens Note can only be used once and cannot be applied multiple times.
Once a return is received and processed by the partner store, the corresponding points are deducted from your account balance.
If the refund amount for a return exceeds the total value of ModeSens Note(s) applied to the original order, the Note(s) will be reactivated. However, if the refund amount is less than $10 USD, the ModeSens Note is forfeited.
ModeSens Notes are time-limited coupons redeemed through previously earned points at the rate of 1,000 points for each $10 ModeSens Note. ModeSens Credit is a non-expiring cash equivalent in the currency it is originally issued in.
No. Points apply only to the account you are logged into when you place an order. Points cannot be transferred, traded or shared. One membership per account is permitted. Points earned through another account cannot be combined.
Unfortunately, all ModeSens Notes are account-specific and can only be used with the account they are originally issued to.
Your ModeSens Notes and points balance remain in your account even if your membership status changes.
If you upgrade to an Elite Membership, you’ll unlock the ability to apply ModeSens Notes toward Concierge orders. If your Elite Membership ends or is canceled, your existing Notes will remain valid until their stated expiration date; however, you won’t be able to use them on Concierge orders again until you resume your Elite subscription.
If you choose to delete your ModeSens account in account settings, you forfeit all accumulated points, ModeSens Notes, ModeSens Credits, saved lists, alerts, and other service-related data and notifications.
Please note that account deletion is permanent, and any forfeited items or data cannot be recovered once your account is deleted.
ModeSens Rewards is a loyalty program where you earn points for shopping and activities; every 1,000 points equals a $10 ModeSens Note to use on Concierge orders.
You can check your reward level anytime by clicking your profile icon in the top-right corner of the navigation bar and selecting the Rewards tab. There, you’ll see your current level and points earned.
You can earn points in two ways — through purchases ($1 = 1 point) or through activities.
Earn points by shopping through ModeSens Concierge or by clicking through and completing purchases at 800+ partner stores. You’ll earn 1 point for every dollar of your purchase tracked by ModeSens. To ensure your purchase is tracked, click from the ModeSens website or app to the merchant store before placing your order, or use the ModeSens Browser Extension. Only the product price counts toward points — tax, duties, shipping fees, and purchases made with gift or merchant cards do not qualify.
You can also earn points by completing simple activities listed under the Rewards tab.
No, levels do not expire at the end of the year. Your reward level is based on your ongoing activity and purchases, and it will continue as long as you remain active on ModeSens.
Since the program is linked directly to your account, you would need to close your account to deactivate ModeSens Rewards. To deactivate your account, email info@modesens.com.
To reset your password, click 'Join Now' in the upper right-hand corner of the ModeSens website. First, try to log in to your account using your email and password. If you are unsuccessful, click 'Forgot Password?' to reset your password.
This will direct you to a page where you can enter your email address and click 'Reset My Password.' You'll then receive an email with instructions on how to reset your password. If you do not receive the password reset email, please check your inbox and spam folders.
If you encounter additional problems resetting your password, please reach out to our customer care team.
To update your settings, click on your profile image/icon, then select 'Settings' from the dropdown menu. Scroll down to 'Privacy' to adjust your settings. Your Closet visibility can be set to Public, ModeSens Users Only, or Private.
Please contact info@modesens.com if you wish to disable your account. Keep in mind that disabling your account means losing access to all of your lists and alerts. Sadly, even if you were to resubscribe, these lists and alerts would not reactivate—you'll be starting from scratch again!
Once logged in to your account, hover over your profile image/icon and click on 'Settings' in the dropdown menu. This will grant you access to see your full profile.
Click the 'Change' button on the page to edit your username and other personal information. To update your email address on file, expand the 'Account & Security' portion on the page. This will give you the option to change the email address linked to your account.
You can manage your contact preferences or unsubscribe from email newsletters by logging into your account. Hover over your profile image/icon and select 'Settings' in the dropdown menu.
To unsubscribe, scroll all the way to the bottom of the page and select 'Unsubscribe from all emails' in order to be removed from the ModeSens email list. Note that this will also remove you from product and social notification emails.
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