ModeSens FAQ

ABOUT US

General

What is ModeSens?

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.

Why Buy On ModeSens

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 your "Dashboard". This can be found in the drop down menu that pops up when you click on your profile image/icon. This page provides a breakdown of your spending activity through ModeSens, with the option to pull up a shopping summary based on a customized date range. This 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!

How is ModeSens different from a store?

ModeSens is the premier 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 resources and 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.

Does ModeSens have a mobile app?

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.

Friends

How do I invite friends?

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/

How can I share items with my friends?

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.

Closet

What is a Closet on ModeSens?

My Closet is your own personal, digital closet. Here you can curate Collections, save Looks 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!

How do I start setting up My Closet?

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.

How do I add an item to My Closet?

My Closet can contain items added to a Collection 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 Collection by clicking the "Add to Collection" button on a product page.

Looks

What are ModeSens Looks?

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.

How do I upload a Look?

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 SHOPPING ASSISTANT

General

What is the ModeSens Shopping Assistant?

ModeSens Shopping Assistant is the premiere 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 150+ 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 Alerts.

What browsers are supported by Shopping Assistant?

You'll be able to take advantage of all of the amazing features of Shopping Assistant 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.

In which countries is the Shopping Assistant available?

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.

Which retailer websites work with Shopping Assistant?

ModeSens Shopping Assistant supports 150+ of the best fashion stores worldwide.

You can view our full list of our partner stores here.

How do I save items using Shopping Assistant?

Shopping Assistant makes it easy to save all of your favorite items!

Click the "bell" icon on ModeSens Shopping Assistant to add an item to your Alerts.

Click the "plus" icon on ModeSens Shopping Assistant 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.

How do I access the items I have saved while using Shopping Assistant?

You can find your collections 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 Collections.

To access My Closet simply hover over your profile icon/image on ModeSens and select "My Closet" in the dropdown menu.

Why can't I view the option to add an item to a Collection or Alerts in Shopping Assistant?

Take advantage of ModeSens Shopping Assistant by clicking on specific products to find retailers, sizes, promotion codes and more!

Shopping Assistant won't necessarily appear on a retailer's site unless you are viewing a specific product, so be sure to click on product pages to get all of the added benefits of shopping with the Shopping Assistant.

How do I uninstall Shopping Assistant?

We are sorry you are not enjoying Shopping Assistant! 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

THE SHOPPING EXPERIENCE

Shopping With ModeSens

How do I search for an item?

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.

Why do I see a size type I do not recognize?

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.

How can I determine my size?

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.

How can I find whether or not my size is available?

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.

Why does the image I see not match the product name or description?

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!

Why does your price not match the retailer's current price?

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.

How does ModeSens select retail partners?

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.

How do I find out about promotions and coupons?

ModeSens is here to help you—from discovery to purchase. That being said, all transactions happen on our partner websites, not ModeSens.

While you cannot make purchases on ModeSens, we do 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.

Real Time Updates

What are product updates?

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 Alerts.

New product alerts include new arrival notifications from specific designers. These alerts can be setup and managed on the ModeSens Designers page.

How do I compare prices or set a price update?

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 Alerts.

Why is an item showing as in stock?

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.

How can I receive a back in stock notification?

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.

I got an alert notifying me that an item was back in stock, but when I went to check it out, it was gone. Why is that?

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.

What are social notifications?

Members of the ModeSens Community can receive notifications about new Looks, new followers, Look likes and Look comments.

How do I favorite a designer?

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.

How do I unsave an item from a Collection or Alerts?

If you would like to remove an item from a Collection or Alerts, 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 Alerts. Note that if you are removing an item from Alerts, any updates you had set will be removed as well.

ORDERS AND PAYMENT

Orders

How do I place an order?

We're here to help you—all the way from discovery to purchase. Keep in mind that when you place an order, it's always going to be placed on the retailer's website, not on ModeSens.

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.

Why didn't my order process correctly?

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!

Why didn't I receive an order confirmation email?

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.

Can I make a change to an existing order?

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.

Who do I notify if a product is incorrect or missing from my order once received?

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.

Payment

I made a purchase while using ModeSens. What name should I expect to see on my bank statement?

ModeSens is here to help you—from discovery to purchase. That being said, all transactions happen on our partner websites, not ModeSens.

You should never see a charge from ModeSens. Your bank statement should reflect the name of the retailer you purchased from directly.

What currencies are accepted?

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.

How does ModeSens handle duties?

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.

What should I do if my payment fails?

If your payment 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.

SHIPPING AND RETURNS

Shipping

Does ModeSens have a shipping policy?

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.

How do I track my order?

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.

How do I cancel my order?

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.

What do I do if I want to change my shipping preference once I've already placed an order?

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.

Who do I contact if I do not receive my order?

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.

Returns

What is the ModeSens return policy?

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.

I want to return an item. How do I do that?

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.

I would like a refund. What should I do?

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.

Who do I contact if my order is damaged?

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.

What do I do if I cannot get a response from a retailer's customer care team?

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.

ACCOUNT & EMAIL

Account

How can I reset my password?

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.

How do I update my privacy settings?

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.

How do I disable my ModeSens account?

Please contact [email protected] 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!

Email

I need to update the email address on my account. What should I do?

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.

How can I unsubscribe from ModeSens emails?

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 [email protected] for further assistance.

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A world of fashion, powered by technology. ModeSens pulls from the racks of 11,000+ luxury brands, aggregating every product at the item level for a seamless, transparent and secure shopping experience

As a ModeSens Shopper You Can:

Find the best price from over 500+ stores
Keep track of what you want to buy
Be the first to know when something you want goes on sale
Share your style and connect with others
Shop like a pro with ModeSens Shopping Assistant
Enjoy exclusive perks and protection with our membership program

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