Elaine Ang

Dear Valued Customer,

Thank you for taking the time to share your feedback.

We are truly sorry to hear that the condition of your purchase left you feeling that you had not received a brand-new item. We understand how disappointing and concerning this can be, particularly when purchasing a luxury piece and expecting it to arrive in a condition that reflects that experience.

SENSER offers new products sourced through our global network of luxury retail partners. However, we also recognize that simply stating this does not address your concern about the specific item you received. If its condition, presentation, packaging, or any visible signs led you to question whether it was new, we believe those concerns deserve to be properly reviewed.

Please contact our Customer Care team via email at support@senser.net with your order number and clear photos or a short video showing the condition that concerned you. Our team can review the item against the relevant product and fulfillment records and advise you on the appropriate next steps based on the findings.

We sincerely regret that the condition of your purchase affected your confidence in the experience. Thank you for bringing this to our attention and giving us the opportunity to look into the specific circumstances properly.

Warm regards,

The SENSER Customer Care Team

Dear Valued Customer,

Thank you for taking the time to share your experience.

We are truly sorry that the condition and presentation of your purchase left you disappointed and questioning whether you had received a new item. We understand that when purchasing a luxury piece, both the product itself and the way it arrives contribute to the confidence and excitement of the experience.

Regarding the packaging, as SENSER works with a global network of luxury retail partners, the original branded packaging and accompanying materials may vary depending on the specific item and supplying boutique. An item may therefore not always arrive with the full retail packaging you might receive when purchasing directly from a brand boutique.

However, we want to distinguish packaging from the condition of the product itself. SENSER offers new products, and if there were visible signs, condition issues, or other details that led you to believe the item you received was not new, we would like those concerns to be properly reviewed.

Please contact our Customer Care team via email at support@senser.net with your order number and clear photos or a short video showing the condition of the item and packaging you received. Our team can review the specific circumstances and advise you on the appropriate next steps based on the findings.
We sincerely regret that your purchase did not arrive with the presentation and confidence you expected, and we appreciate the opportunity to look into your concerns properly.

Warm regards,
The SENSER Customer Care Team