ORDER AND PAYMENT
What do I have to consider when ordering from abroad (outside Portugal)?
SENSIFY ships worldwide. Depending on where you are ordering from, shipping costs may apply depending on the amount of your order. The overview is here.
How exactly can I order?
You can order through the shop.
What size do I need?
Our size guide is the perfect tool to help you with that.
How do I change / cancel an existing order?
You may access your order form, free of charge and at any time, by clicking on the section called Order Status. Before submitting the order form, you will be asked to identify and correct possible input errors.
Where can I see my previous orders?
Your order history can be found under My Account.
How do I know if an item is still available?
The availability is indicated under the picture of the piece.
What payment options are available at the SENSIFY online shop?
At SENSIFY we accept the following types of payment: In case of payment by credit/debit card, all details (for example, card number or expiration date) will be sent by encrypted protocol to PayPal, or other banks which provide remote electronic payment services, without third parties having any access thereto whatsoever.
Such details will not be used by the Vendor except for performing the procedure relevant to your purchase or issuing relevant refunds in the case of returns, in compliance with the exercise of your return right or for reporting cases or frauds to the police.
Is there a minimum order value?
No. Please note that when ordering for a delivery outside of Portugal, shipping costs may apply if the value of your order is below a well-defined amount. The table is here.
DELIVERY
How much are the shipping costs?
| Region | Shipping price | Free shipping for orders above |
| Portugal | Free Shipping | |
| EU | 10€ | 135€ |
| USA / Canada / Brazil | 30€ | 300€ |
| Rest of the world | 40€ | 400€ |
How long does the delivery take?
From experience we know that delivery in European capitals takes 2 to 4 days. Delivery to other destinations in Europe may take up to 7 days. Please note that:
- Dispatch times are provided as a guideline only and do not consider possible delays caused by payment authorization. Dispatch until 5 days. Average dispatch time 24hrs.
- We are unable to redirect orders once items have been dispatched.
What are the shipping options?
Contact customerservice@sensify.eu and we find the solution that suits you the best.
In which countries does the SENSIFY Online shop deliver?
We deliver worldwide.
Free shipping
From time-to-time SENSIFY will be offering free shipping promotions, and these will be notified via email to registered clients.
Insurance
SENSIFY insures each purchase, from the time it is in transit, until it is delivered to you. You will be asked to sign for any goods delivered at which point the responsibility for your purchased goods passes to you.
Taxes & Duties
Prices shown on the website are inclusive of PT VAT.
RETURN AND EXCHANGE
How can I return ordered items?
Making a return or exchange is easy. We recommend using the local post office with a registered secure mail service:
- Request a Returns Merchandise Authorization (RMA) number within 7 days of receiving your order, by emailing customercare@sensify.eu
- Complete your returns pro forma invoice with your RMA number
- Return via registered mail
- You will be notified by email once your return has been received and processed.
Important information
Items should be returned within 5 days of receiving your RMA number.
Please send all items you wish to return from an order together in the same shipment, to ensure your return is processed as quickly as possible.
Items should be returned in their original packaging and boxes should be adequately protected in transit as they are considered part of the product, and your return may not be accepted if the box is damaged.
Please note that free shipment does not apply to items which are returned from a country that is different to the original shipping destination.
We prefer that items be returned to us via REGISTERED MAIL to ensure that they are protected and insured during transit. However, you may return the goods by any secure means.
Our address for all returns is: Flex. In Lda, Rua da Esperança nº49, 3240-317 AVELAR, PORTUGAL and we request that you contact us at customercare@sensify.eu regarding all returns. Please note that we may not accept liability for goods that are not returned via REGISTERED MAIL.
Notwithstanding these terms and conditions, we reserve the right to charge for the cost of returning items to us.
Returning items either for a refund or exchange will be at your own cost.
Our return policy
Items should be returned new, unused, and with all Sensify tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer.
For hygiene purposes we are not able to accept the return of earrings.
Please email us at customercare@sensify.eu if any of your purchases have been delivered without a Sensify tag.
All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.
Late returns
Items should be returned within 5 days of the date of your RMA (Return Merchandise Authorization) request.
Returns outside these timeframes may be accepted at the discretion of Sensify and may only be refunded as a store credit. Please note that RMA numbers requested after 7 days will also be granted at our discretion.
Faulty goods
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items.
How can I exchange a SENSIFY piece?
If you wish to exchange your item for an alternative style, we request that you return the item in exchange for a store credit and purchase the new item separately.
How and when will I receive my refund after the return?
Your refund will either be credited to the original purchaser’s credit card or Sensify account and will exclude shipping costs (except for faulty items) which we deduct to cover the cost of our shipping service.
If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through SENSIFY. However, you may be able to recover these by contacting your local customs bureau directly.
MY SENSIFY ACCOUNT
Is a purchase only possible with registration?
No, you can purchase without any registration, we only need the necessary details for dispatch of order.
How can I register for a SENSIFY customer account?
You can create an account by clicking on the upper right corner “Create an Account” or on https://sensify.eu/my-account/.
How can I change my user data?
You can manage your account by clicking on the upper right corner “My Account” or on https://sensify.eu/my-account/.
I have forgotten my password. How can I have a new one?
You can retrieve your password by clicking on https://sensify.eu/my-account/lost-password/.
VOCHER & GIFT CARDS
Are there gift vouchers for the SENSIFY online shop?
Yes, we have a gift voucher when signing up for our newsletter and time limited promotions will be announced first-hand to our registered customers, and secondly public.
How do I redeem a gift or promotion code?
By entering the coupon code in the indicated field on check-out.
CARE TIPS
Why is it important that I care for my clothes properly?
One way of making fashion more sustainable is by preventing waste due to easily worn-out clothes. By properly taking care of your clothes, you contribute to reducing waste and you save money because you have to buy less!
How do I care for my Sensify clothes?
Please follow the care instructions present on the label of your selected piece.
How do I remove stains?
Ask us for tips at customercare@sensify.eu.
How do I keep the colour of my clothes as long as possible?
Use gentle washing agents and reduce exposure to tumble dry and the sun.
QUESTIONS ABOUT COVID-19
How and when can I contact customer service?
You can contact us by phone number +351 218 287 439 from 9 am to 6pm Lisbon time. Or send us an email to customercare@sensify.eu.
How long does my refund take?
After received goods and validation of the goods internally. within 5 working days.
How can I submit my return?
Making a return or exchange is easy. We recommend using the local post office with a registered secure mail service:
- Request a Returns Merchandise Authorization (RMA) number within 7 days of receiving your order, by emailing customercare@sensify.eu.
- Complete your returns pro forma invoice with your RMA number.
- Return via registered mail.
- You will be notified by email once your return has been received and processed.
Important information
Items should be returned within 5 days of receiving your RMA number.
Please send all items you wish to return from an order together in the same shipment, to ensure your return is processed as quickly as possible.
Items should be returned in their original packaging and boxes should be adequately protected in transit as they are considered part of the product, and your return may not be accepted if the box is damaged.
Please note that free shipment does not apply to items which are returned from a country that is different to the original shipping destination.
We prefer that items be returned to us via REGISTERED MAIL to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. Our address for all returns is: Flex. In Lda, Rua da Esperança nº49, 3240-317 AVELAR, PORTUGAL and we request that you contact us at customercare@sensify.eu regarding all returns. Please note that we may not accept liability for goods that are not returned via REGISTERED MAIL.
Notwithstanding these terms and conditions, we reserve the right to charge for the cost of returning items to us.
Returning items either for a refund or exchange will be at your own cost.
Our return policy
Items should be returned new, unused, and with all Sensify tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer.
For hygiene purposes we are not able to accept the return of earrings.
Please email us at customercare@sensify.eu if any of your purchases have been delivered without a Sensify tag.
All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.
What happens if I cannot meet the return deadline? Items should be returned within 5 days of the date of your RMA (Return Merchandise Authorization) request.
Returns outside these timeframes may be accepted at the discretion of Sensify and may only be refunded as a store credit. Please note that RMA numbers requested after 7 days will also be granted at our discretion.
Are protective measures taken?
At Sensify we take all necessary measures to ensure your safety and still ensure that your order is processed and delivered.
SUSTAINABILITY
How does SENSIFY transport the goods?
Most efficient, based on destination of goods
How does SENSIFY package the goods?
Natural resources such as Paper and carton.
How does SENSIFY ensure that socially responsible working conditions are maintained in production and that employees are paid fairly?
Our supply chain is mainly based in Portugal, and therefore protected by Portuguese and European legislation.
Does SENSIFY use any child labour in its supply chain?
NO
Viscose, Lyocell, Modal, TENCEL™, - what are they and what is the difference?
All Natural fibres, Wood pulp being the natural source in common, Viscose, Lyocel, modal and TENCEL™, refers to variations of wood variety and processes applied
Viscose
A viscous orange-brown solution obtained by treating cellulose with sodium hydroxide and carbon disulphide, used as the basis of manufacturing rayon fibre and transparent cellulose film.
Lyocell
A man-made fibre and fabric made from wood pulp from the beech trees and with a close loop process. (Award winning environmental process)
Modal
Modal fabric is a bio-based fabric that is made from spinning beech tree cellulose. Modal is generally considered an eco-friendlier alternative to cotton because beech trees don't require much water to grow and therefore the production process uses about 10-20 times less water.
TENCEL™
Tencel is like viscose and modal. These cellulose fibres are all made in a similar way: by dissolving wood pulp and using a special drying process called spinning. Before drying, the wood chips are mixed with a solvent to produce a wet mixture.
What does GOTS mean?
The Global Organic Textile Standard (GOTS) has a clearly defined set of criteria and is transparent. GOTS is the worldwide leading textile processing standard for organic fibres, including ecological and social criteria, backed up by independent certification of the entire textile supply chain.
What kind of dyes does SENSIFY use?
GOTS™ Certified or Okotex.
What exactly is the difference between organic cotton and conventional cotton?
No agricultural synthetic chemicals are used at all. Organic requires restorative farming methods. For example, instead of monocrops, organic cotton benefits from crop rotation. On the Higg Index, organic cotton has half the environmental footprint of standard cotton.
Where does SENSIFY source its natural fibres from?
Portugal.
Are all SENSIFY garments made from sustainable materials?
Almost, with very few exceptions at this moment, and we are proud by improving every day as bypass industry limitations with our creativity.