FREQUENTLY ASKED QUESTIONS

What payment methods does DES SEN accept?

We accept Visa, MasterCard, American Express, Shopify Pay and Afterpay.

What if I have a question about my order?

Please drop us a line at info@des-sen.com. We're here to answer your questions about existing orders and shipping from Monday to Friday between 11:00 a.m. and 3:00 p.m. NZDT.

How do promotional and discount codes work?

Promo and discount codes may be entered into the dedicated field at checkout and will then be applied to eligible items in your shopping bag. Promo and discount codes can not be combined and can not be applied to your previous purchases. Promo codes are to be honoured online unless otherwise stated in the corresponding promotional messaging. 
How will I know which items are eligible to be purchased on promotion?

DES SEN's promotional messaging will indicate if there are any exclusions with every promotion. The applicable promo code will only apply a discount to eligible items in your shopping bag.
What is DES SEN’s shipping policy?

DES SEN offers free shipping on most New Zealand and Australian orders over $200. Express shipping is available for an additional charge. Please expect delays during the holiday season.

Shipping Options

Order Total* 1-3 working days 2-5 working days
New Zealand
 
Under $100
$200 or more
$8
Free
Not available
Australia Under $100
$200 or more
$35
$20
$20
Free
International All international orders ship for $35 - $50 depending on your country. Please allow 3-7 working days.

 Items that require custom fulfillment (made to order) or special delivery are not eligible for free shipping.
**Shipping transit times may vary, especially during peak shipping season, and cannot be guaranteed.

Does DES SEN ship to countries other than New Zealand and Australia?

We ship worldwide to more than 100 countries with delivery within two to seven business days. International shipping rates vary by country and range from approximately $35 to $50. To see the shipping cost for your order, place items in your bag and begin the checkout process: add your billing and shipping information and continue to the next step to view your shipping cost.
What about taxes, fees and/or duties for international orders?

International orders are subject to duties and taxes determined by the country to which they are shipped. These fees are the responsibility of the recipient to pay upon delivery.
For more information on customs fees and procedures, please contact your local customs office.
What is DES SEN’s return policy?

You may return your DES SEN order for a refund or exchange within 5 days of receiving your order.

For returns of sale items, we do not offer refunds unless deemed faulty. You are welcome to return sale items for an exchange, unless the item is marked as final sale.

Returned items must be unworn, unused and unwashed with all original tags attached.

Beauty and some home products are non-returnable for reasons of hygiene and safety, unless in the event of them being faulty. 

You do not need a returns authorisation number to submit your return. Please contact info@des-sen.com with your reason for return and order number.

All items are quality controlled and checked for any faults before they are dispatched to customers. returns that are damaged, show signs of wear or do not have their original tags attached may not be accepted and may be sent back to the customer.

For an item to be eligible for a return or exchange:
  • It must be unused, unworn, unwashed, and undamaged.
  • It must have all original tags attached.

*Select home goods, beauty products and any other items designated “final sale” are not eligible for return or exchange. Additionally, we cannot accept returns on special-order items, or of items damaged through normal wear and tear.

Please allow up to 7 working days for your return to be processed once your return has been received. Once your return has been approved you will receive a confirmation email. if your return does not meet our return policy requirements you will be contacted by our customer care team.

What if I receive a damaged or defective item?

If you receive a damaged item, please contact us immediately at info@des-sen.com. In the case of damage incurred during shipment, we must be notified within 48 hours of delivery in order to initiate the return process for you. If your purchase becomes faulty within 30 days of the purchase date, please contact info@des-sen.com for review.
Still have a question?

Please drop us a line at info@des-sen.com

Our New Zealand and Australian address:

New Zealand Studio
6/19 Southwark St, Christchurch 8011

Australia Studio
contact info@des-sen.com for our Australian return address