FAQ

Once your email reaches us, we’ll reply with a real human response as quickly as possible, usually within 24 - 48 hours. If nothing arrives after 48 hours, please try the following:
1. Make sure your message was sent to the right address (thecommenseclothing@gmail.com) and that your mailbox can receive emails.
2. Look in your spam or junk folder in case our reply landed there.
3. Add our email address to your safe sender list.
4. You can also find us on social media:
Facebook: @commense
Instagram: @commense.official

- After your order ships, you’ll get a shipping confirmation email. Use the tracking link inside it to view the latest package updates.
- You may also click here to follow the delivery progress.
- You can email us at thecommenseclothing@gmail.com for details about your order.

Please contact us at thecommenseclothing@gmail.com right after placing your order, and our support team will do its best to make adjustments before the parcel is packed. Please understand that changes cannot always be guaranteed. Once your items have shipped, we’re sorry, but we can no longer cancel or modify the order.

The total shown at checkout already includes everything—no extra costs will be added afterward. You will not be charged at delivery or asked to pay tariffs before or after your package arrives. If any outside message claims you must pay tariffs separately for your Commense order, please know it is not true. Contact us anytime to confirm.

Step 1. Add your preferred item and quantity to the cart.
Step 2. Select the shopping cart icon.
Step 3. Check your order summary and choose Checkout.
Step 4. Log in or create an account.
Step 5. Verify your delivery details and payment option, then complete payment.

Our size guide offers general recommendations for the size we believe will work best, but certain styles may fit differently, including oversized sweatshirts and T-shirts that run larger than the usual guidelines. If you need exact measurements, contact us so we can help you feel confident about your choice.

Tracking updates may slow down when the parcel is:
1. Moving through long-distance international shipping, where tracking updates usually take 30%-70% of the estimated delivery time.
2. Passing through local customs clearance.
3. Waiting at a post office sorting facility.
4. Delayed by uncontrollable issues, such as poor weather, postal backlogs, or shipping restrictions caused by the Pandemic etc.
Please rest assured that delayed tracking updates do not normally change the delivery time. If the tracking remains stuck for more than 7 days, please contact us.

Please review the shipping address shown in your confirmation email in case the delivery details are incorrect. If the address is accurate, we recommend contacting the logistics company first, as this is the fastest way to locate your package and arrange another delivery attempt.

Here are a few steps that may help resolve the issue:
- Confirm the shipping address on your order is correct;
- Check your mailbox or ask neighbors if they accepted the parcel for you.
- Wait 48 hours. In rare cases, packages may be marked delivered up to 48 hours before arriving.
- If the item still has not arrived within 3 business days, please contact us.

In general, after your items are delivered, we are not responsible if they are stolen, lost, or damaged. If your tracking number shows delivery but you do not have the package, please allow another 1-3 days before contacting your local carrier for more information.

Commense is not responsible for failed delivery attempts caused by customer negligence. This includes, but is not limited to, refusing shipment confirmation or providing incorrect consignee details, such as order address, phone number, or recipient name. In these cases, we cannot process a refund.

We accept Visa, MasterCard, American Express, Maestro, Discover, JCB, Diners Club, PayPal, Apple Pay, and Klarna (US only).

Please note that only one code may be used on each order at checkout. This can be either a 'xx%/ $xx off' discount or store credit. You may save the other code for a later purchase. Use is also subject to the terms and conditions of the discount code.

You have up to 30 days from the day you receive all purchased items in the same order to send your return request.

- Step 1: Send a return request
Visit here to access your account, choose the correct order, select the items you want to return, and submit a return request. After submission, our team will respond within 24 hours.
- Step 2: Pack and send back your items
If your return is approved, we’ll provide instructions for how and where to mail your items.
- Step 3: Refund
We will issue your refund within 5 business days after receiving the returned package, and the refund will go back to the original payment method. You’ll receive an email confirmation once the refund is complete. Please keep your courier return receipt until the refund has been processed.
If you cannot submit the request, contact us at thecommenseclothing@gmail.com with your order and item details. For quality issues, please include images showing the exact faulty areas of the items being returned.

We can offer a pre-paid return label (USPS) for US customers. Please note that the return shipping cost must be paid by the customer, unless the original products are defective.

Please reach out to us as soon as possible. Email your order number, detailed information, and photos of the problem if needed.

Unfortunately, exchanges are not available right now, but you may place a new order and start a return. Your refund will be handled once we receive the returned parcel.

We will process your refund within 5 business days after receiving your return, and it will be sent to the original payment method. An email confirmation will be sent once the return is finished.

1. We accept returns in original condition within 30 days after delivery, except for items marked on the site as non-returnable.
2. Returned products must be unworn, unwashed, and in original condition with product tags and hygiene liners still attached.
3. Matching sets cannot be returned as separate pieces.
4. If your order was paid only with Store Credit, all products become Final Sale and are not eligible for return or refund.

Our swimwear includes a removable hygiene liner for your protection. For sanitary reasons, a return can only be accepted if the hygiene liner remains attached. Please try swimwear on over underwear without removing the liner.

Unfortunately, we cannot accept items that have been worn, washed, or damaged and no longer have their original tags.

This may happen for the following reasons:
1. Shipping fees cannot be refunded.
2. All transactions in our store are handled in US Dollars (USD). The final amount on your statement may change due to exchange-rate movement or currency conversion fees from your bank or payment provider. Payments and refunds are both processed in USD, so the charged amount may vary based on your bank’s exchange rate at the transaction time.
Please email us at thecommenseclothing@gmail.com if you have any other questions.