faq page
We are the luxury shopping experience for the style-informed.
At ModeSens, we are committed to being the smart, digital shopping 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 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 digital shopping 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 11,000 luxury brands provides us with the trusted resourcesand the right capabilities to act as the reliable digital shopping 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 an iOS app available from the app store. Visit appstore.com/modesens to download the app. 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. 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.
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 Look. To learn how to create a Look visit our 'How do I upload a Look' FAQ here.
Second, you can share a Collection by visiting My Closet and selecting the Publish button.
My Closet is your own personal, digital closet. Here you can curate Collections, save Looks and manage your Wish List.
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 Collection' icon to being building your first collection.
My Closet can contain items added to a Collection or items added to your Wish List. 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 Collection by clicking the 'Add to Collection' button on a product page.
Looks are images uploaded by ModeSens users. Each Look 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 Look contains the same color and style as what you see on the page. After confirming, scroll down to the Looks section of the page. Click on 'Share My Look'. This will open a pop up where you can upload an image to show off your Look on the product page and within the ModeSens Community.
ModeSens Browser Extension is your digital shopping assistant committed to making the shopper's experience relaxed, easy, and enjoyable.
Shopping 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 350+ luxury retailers—all on one easy web browser extension.
Plus, Shopping Assistant keeps you organized by allowing you to save your favorites to one of your ModeSens Collections or save it for later in your Wish List.
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 also has an iOS app available from the app store. Visit appstore.com/modesens to download the app. 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. 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 Shopping 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 350+ of the best fashion stores worldwide.
You can view our 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 Wish List.
Click the 'plus' icon on ModeSens Browser Extension to add an item to a Collection.
Note that you must be logged into a ModeSens account on the device you are using to utilize these features.
You can find your collections on the ModeSens website under 'My Closet'. Here, you'll find your Wish List, recently viewed items and purchases, as well as the ability to create new Collections.
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 on the link for the browser you are using below.
For Chrome
For Safari
For Firefox
Searching is made simple with ModeSens. You can search by brand,keyword or product name at any point using the search bar in the upper right hand 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 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 determine which size you need.
You can view the size chart on each ModeSens product page, or by visiting 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 how tall the model is, as well as what 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 of the page. If your size is not available, you can set an alert by clicking the 'bell' icon near 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 are from a wide range of countries, sizes may differ depending on the retailer.
ModeSens works hard to ensure that there are no technical issues on our website, app or Shopping Assistant, but it is possible to encounter errors at times.
If you see an issue on website, please click the 'Report Issue' button to notify our team. We appreciate your help!
We sincerely apologize if information is incongruent with a retailer. ModeSens frequently syncs with partner stores to ensure that we are showing the correct prices. Keep in mind that when you place an order, it's always going to be placed on the retailer's website, not on ModeSens.
We're here to keep you up to date on the latest sales and promotions at each of our partner sites so that you have all of 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 will 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 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 setup on a ModeSens product page and managed in your Wish List.
New product alerts include new arrival notifications from specific designers. These alerts can be setup and managed on the ModeSens Designers page.
ModeSens has the ability to compare and monitor prices across 150+ luxury retailers. For each product, we show you a variety of retailer options of where to purchase to help you select the best option for you. We're updating prices constantly to ensure that 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 Wish List.
We are proud to partner with trusted retailers who sell some of the hottest products on the market. That said, high demand and low inventory items often sell fast, which can lead to out of stock messages upon landing on a partner website or a cancellation 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 set an alert on the item with your price and/or size requirements if applicable. We will notify you as soon as possible if the item comes back in stock. Please ensure that you have updates enabled so that you do not miss an alert. 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 notification from our retail partners, and we do our very best to keep you informed with the most accurate information. Sometimes items are incredibly popular, and will sell out immediately, even after being restocked.
Members of the ModeSens Community can receive notifications about new Looks,new followers, Look likes and Look comments.
Customize your shopping experience and curate your wardrobe with ease by selecting favorites 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 Collection or Wish List, hover over the top right corner of the product image and click on the 'trash' button. This will remove the item from the Collection or Wish List. Note that if you are removing an item from Wish List, any updates you had set will be removed as well.
We're here to help you—all the way from discovery to purchase. With ModeSens, you have the option of placing an order directly on a given 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 actually accept upon checkout, but the majority of our retailers accept a wide range of currencies.
Because ModeSens partners with retailers from across the globe, duties can vary greatly. 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 customer service team of the retailer. 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 entered is right, and that your name and address are entered correctly, as well as the credit card expiration date.
We apologize for any difficulties you face in placing an order with a retail partner of ours.
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 being said, all transactions happen on our partner websites, not ModeSens.
The retailer that you placed your order with will be the point of contact should 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 happen on our partner websites, not 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.
ModeSens Shopping Assistant Service provides a simple and worry free experience by handling all aspects of the shopping experience from order placement through returns, if needed. Let ModeSens decide which store fulfills your order so you get the best price and service.
Once we receive your order request, ModeSens will locate the store offering the best total price to fulfill your order and try to apply for any coupon if possible. If we can locate a partner store, you will receive a confirmation email with the actual total. If we cannot find a store to fulfill your request within the price you requested, we will cancel your order and void your payment authorization.
When you place an order request, our system will calculate an estimated total based on the data our partner store provided to us. We will hold a payment authorization according to this amount. If we can confirm your order with one of our partner stores, you will receive a confirmation with the actual total, which is the exact amount the store confirmed to fulfill your order. Actual total is the amount you will be charged for the order.
Select Silver, Gold and Platinum members are eligible for Shopping Assistant Service. If eligible you will see the Shopping Assistant Service experience on the product page. Add your desired item to the shopping bag and you will be prompted through checkout.
If a transaction is made through Shopping Assistant Service 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.
Because ModeSens partners with retailers from across the globe, duties can vary greatly. ModeSens does our best to estimate the cost of duties during the checkout process.
If you have questions about duties, please contact us via message or email assistant@modesens.com.
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.
You can always manage your orders by visiting the ModeSens order portal. If you need further assistance, please contact us via message or email assistant@modesens.com and we will try our best to accommodate your changes.
Regardless 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 the payment method to process 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 log into the order portal to submit a return request. 1. Under 'My Orders', find and click on the order you would like to return. 2. Simply click “Request Return” next to the items you wish to return. 3. Once your return is approved, you will receive a return confirmation email with instructions on how to return the item(s); including postage labels if necessary. We will send an email confirmation once your return has been received by our partner store. Once your return is received and approved, you will receive a refund within 10 business days, depending on your bank or credit card.
Please allow up to 10 business days for your return to be processed after it has been received by our partner store. Once it has been processed, we will notify you via email and credit your original form of payment.
ModeSens is here to help you—from discovery to purchase. That being said, all transactions happen on our partner websites, not ModeSens.
Shipping and handling prices vary given that our retail partners are spread out all 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 on 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 normal, it is probably due to a large number of inquiries. We encourage you to call rather than email to obtain the fastest response possible.
If you still cannot get an answer, please contact us to make us aware of the issue. We are here to help you have the best shopping experience.
To reset your password, click 'Login/Sign Up' in the upper righthand corner of 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 and select 'Settings' in 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 collections and alerts. Sadly, even if you were to resubscribe, these collections 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 information such as your username and 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 remove you from product and social notification emails as well.
Still haven't found the answer you're looking for?
Email us at info@modesens.com for further assistance.