Frequently Asked Questions

General
Gift With Purchase Offer Details

Gift With Purchase is valid when purchasing the Mini Tempo Tote. Mini Tempo Tote must be added to cart to see Gift With Purchase options. Gift must be selected and added to cart before proceeding to checkout. Gifts cannot be exchanged or returned after purchase is completed. Gift selection may change at any time. If a selected gift is unavailable, a gift of the same value or higher will replace the selected gift. One gift per purchase. Offer is not valid on past purchases. Offer valid for first 50 clients.

WHAT IS THE STATUS OF MY ORDER?

Orders are typically fulfilled within 1 to 2 business days. Once your order has been fulfilled, a shipping confirmation email with a tracking number will be sent.

CAN I CANCEL OR MODIFY MY ORDER?

We process and complete orders as quickly as possible. If you have any modification requests or need to cancel, please contact us at hello@senreve.com as soon as possible after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.

WHAT IS A PRE-ORDER?

We offer pre-order as a way to reserve a bag in advance of our upcoming product delivery, with the understanding that it will ship at a later date than when you purchase. Payment is due at the time of purchase, and you will receive a shipping notification once the order is on its way to you.

Please note, pre-order ship dates are estimates and may be subject to change. Don’t worry -- if there’s any substantial change to the expected ship date on your order, we’ll be sure to let you know.

WHEN WILL MY PRE-ORDER SHIP?

Most pre-orders ship on or before the date listed on your order confirmation or the date listed in your latest order update. If you have any questions, please reach out to hello@senreve.com and we can provide a more detailed status update for your particular order.

HEROES SPECIAL OFFER

For U.S. medical providers, doctors, nurses, hospital employees, first responders, active military and veterans, students and teachers, we're offering 10% off your $300+ purchase at SENREVE.com - all year long. Verify with ID.me on the Heroes Special Offer Page or in checkout.

Note: The Vegan Terra Collection, The Cadence Crossbody, and The Vegan Cactus Collection are excluded from this offer and all code discounts. This offer cannot be combined with other code discounts. Offer is valid in U.S. online only.

Price Adjustment Policy

SENREVE.com does not have a price match guarantee.

Billing + Payment
What currency does SENREVE.com use?

We display and collect payment in your local currency. Please ensure you've selected your shipping destination in the country selector in the footer to see prices and checkout in your local currency and payment methods.

As of January 3, 2023, due to increased fluctuations in currency exchange rates, our non-US prices are updated dynamically based on the current exchange rate, and may differ based on duties and taxes for each shipping destination.

For most countries, duties and taxes are included in the product price shown in your local currency. Please see article "Do I have to pay taxes and duties on my order?" under the International Shipping + Returns section below.

What Payment Methods Are Available?

Credit Cards: We accept Visa, Mastercard, Discover, and American Express worldwide.

Paypal: Available worldwide. At checkout, choose Paypal as the payment method and log into your PayPal account. Use any form of payment within your Paypal account.

Afterpay: Available in United States. See article "Afterpay" below for details.

Amazon Pay: Available in United States, Australia, and United Kingdom.

Apple Pay
: Available in United States, Australia, Canada, Czech Republic, Germany, Hong Kong, Ireland, Singapore, Taiwan, United Arab Emirates, and United Kingdom.

Klarna: Available in Austria, Australia, Belgium, Canada, Denmark, Finland, France, Germany, Italy, Netherlands, Norway, Spain, Sweden, United Kingdom, and United States.

Shop Pay: Shop Pay and Shop Pay Installments are available in United States. See article "Shop Pay Installments" below for details.

We also accept many other local payment methods, such as Alipay and UnionPay (Hong Kong), Sofort (Austria, Germany), MisterCash (Belgium), and iDeal (Netherlands).

AFTERPAY

Installments with Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.

At the checkout choose Installments with Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

Please note that all items in your shopping bag must be eligible for Installments with Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), or American Express and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com.

If you require further information regarding Afterpay, please visit the Afterpay Payments FAQ.

SHOP PAY INSTALLMENTS

Quick approval, flexible payments, no late fees.

How it works

Add items to your cart (or shopping bag).
Check out with Shop Pay.
Choose the option to pay in installments.

Your first payment is due at checkout. The remaining payments are automatically charged to your card saved on Shop Pay based on the payment plan you chose. Don't worry, you'll get an email reminder before each payment to remind you.

Buy now, pay later with Shop Pay
When you choose Shop Pay at checkout, you can split your purchase into flexible installment payments.*

Refunds
If your refund amount is less than the amount remaining on your Shop Pay Installments balance, then you can expect one or both of the following:

- A smaller payment balance on the final payment.
- Less future payments on the remaining loan balance.

If your refund amount is more than the amount remaining on your Shop Pay Installments balance, then you can expect to receive the difference as a refund to your original payment method within 3 to 10 business days.

If you paid for an order in monthly payments, then you won't be refunded the paid interest. Interest is the cost of borrowing, and isn't refundable.

Accepted Payment Types
The installments option on Shop Pay is available on debit and credit cards. Capital One cards aren't accepted. If you choose a monthly payment option, then you can only pay with a debit card.

Pre-Orders
If you finance your purchase with Affirm, your first payment is due approximately two weeks after your purchase is finalized. Please note that due to extended delivery times, your loan payment(s) may be due before you receive your purchase.

For questions about installment payments on Shop Pay, visit https://shoppay.affirm.com.

For questions about Shop Pay or the Shop App, visit https://help.shop.app.

Domestic Shipping + Returns
WHAT SHIPPING OPTIONS DO YOU OFFER FOR USA?

Enjoy Complimentary US Ground Shipping on US orders over $300. US Ground Shipping is available for a $15 flat fee for any US orders below $300. Please allow 6 to 9 business days from the time you place your order to receive your package. During times of high order volume, extra time may be needed for your order to arrive.

Additional domestic shipping options include:

UPS 2-Day Expedited - 2-3 business days for all orders placed by 11AM Pacific time (a flat fee of $40 applied at check-out).

UPS Overnight - 2 business days for all orders placed by 11AM Pacific time (a flat fee of $60 applied at check-out).

If you have further questions about shipping, please use the chat function on our website or email us at hello@senreve.com. We're happy to help!

Note that SENREVE is not responsible for lost items once a package has been delivered if Shipping Protection was not selected. We currently do not ship to P.O. boxes.

US RETURN POLICY

New, unworn full-priced merchandise with the original tags and protective stickers still attached may be returned within 30 days upon receiving your order. You can request a return label at senreve.com/returns.

For US orders, a $15USD return shipping and handling fee will be deducted from the refund. The return fee is waived for orders returning for a partial refund, an exchange or store credit, and for Octopi Club Legends and Icons.

HOW DO I RETURN MY ORDER (USA ONLY)?

We are happy to accept eligible returns in brand new and unworn condition, in their original dust bags, and with all original tags and protective stickers still attached, within 30 days upon receiving your order. You can request a return label at senreve.com/returns. Please note return shipping labels expire 7 days after issuance.

For US orders, a $15 return shipping and handling fee will be deducted from the refund. The return fee is waived for orders returning for a partial refund, an exchange or store credit, and for Octopi Club Legends and Icons.

For any eligible orders returning without the Gift With Purchase, the value of the Gift will be deducted from the total refund amount. Any face mask Gift With Purchase cannot be returned and its value will not be deducted from the total refund amount.

Any items returning without its original tag, protective stickers, and dust bag will incur a fee that will be deducted from the total refund amount. Any items received with any signs of use will be returned to sender, and no refund or store credit will be issued for such returns.

Please allow up to 7-10 business days after your return is delivered to our fulfillment center and inspected to process your refund or credit. Processing time may vary depending on volume and condition of the returning item.

The following items are final sale and not returnable:
Face masks and mask filters
Items marked FINAL SALE
Hand-painted items
Custom Items


Service charges, such as Shipping or Gift Wrap, are not eligible for refunds.

Items marked as EXCHANGE ONLY can only be returned for an even exchange or store credit, no refunds. Visit senreve.com/returns to initiate an exchange.

SENREVE is not responsible for lost items once a package has been delivered and/or signed for. If you choose to return your item outside of the 30-day window without receiving a proper shipping label from SENREVE, we will not be liable for any merchandise that is lost or delayed in transit.

If you've received a damaged item or your order was damaged in transit, please contact us at hello@senreve.com or use the chat function on the bottom right corner of the website. One of our associates will gladly assist you.

International Shipping + Returns
WHAT IS YOUR INTERNATIONAL SHIPPING POLICY?

Enjoy Complimentary International Express Shipping via DHL on orders over 150USD (see top banner for the amount in local currency) to most countries outside of the United States, with the exception of China (excluding Hong Kong) and Russia. International Express Shipping is available for a 15USD flat fee for any orders below 150USD.

For our clients in China, please visit our China website. We currently do not ship to Russia.

Most international orders will ship within 2 business days after placing your order. International transit times via DHL vary based on destination but generally take between 3 to 5 business days. Please expect additional time for delivery during high-volume sale or holiday periods.

Once your order has shipped, you will receive an email with a link to your DHL tracking number. Please allow up to 24 hours upon receiving your order tracking to see a status update HERE.

For orders placed in USD using Shop Pay, please see article below "Can I Check Out With Shop Pay For International Orders?".

DO I HAVE TO PAY TAXES AND DUTIES ON MY ORDER?

Duties and taxes are included or paid at checkout for most countries. 

Canada: Duties are included in the product price and taxes are paid at checkout for orders shipping to Canada. You will not be charged additional duties and taxes at delivery.

Hong Kong or Singapore: Duties and taxes are free for orders shipping to Hong Kong or Singapore.

Duties and taxes are included in the product price for orders shipping to the below destinations. You will not be charged additional duties and taxes at delivery.
Albania
Algeria
American Samoa
Angola
Antigua & Barduda
Aruba
Australia
Austria
Bahamas
Bahrain
Bangladesh
Barbados
Belgium
Belize
Benin
Bermuda
Bolivia
Bosnia & Herzegovina
Botswana
Brunei Darussalam
Bulgaria
Burkina Faso
Cambodia
Chile
China
Colombia
Comoros
Costa Rica
Cote D Ivoire
Croatia
Cyprus
Czech Republic
Denmark
Dijbouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Estonia
Finland
France
French Guiana
Germany
Ghana
Gibraltar
Greece
Grenada
Guadeloupe
Guatemala
Guinea - Equat
Guyana
Honduras
Hungary
Iceland
India
Indonesia
Ireland (Republic of)
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kenya
Korea (South)
Kuwait
Latvia
Lebanon
Liechtenstein
Lithuania
Luxembourg
Macau
Malaysia
Maldives
Malta
Martinique
Mauritius
Mexico
Monaco
Montserrat
Morocco
Namibia
Netherlands
New Zealand
Nicaragua
Nigeria
Niue
Norway
Oman
Pakistan
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Qatar
Reunion
Romania
Rwanda
Saint Kitts & Nevis
Saint Lucia
Saudi Arabia
Senegal
Serbia
Slovak Republic
Slovenia
South Africa
South Korea
Spain
Sri Lanka
St Vincent
Swaziland
Sweden
Switzerland
Tanzania
Thailand
Togo
Trinidad & Tobago
Turkey
Turkmenistan
Turks and Caicos Islands
Uganda
United Arab Emirates
United Kingdom
Uruguay
Venezuela
Vietnam
Wallis and Futuna Islands

Argentina, Brazil, and Taiwan: Duties and taxes are paid at checkout (not included in product price).

For orders placed in USD using Shop Pay, please see below "Can I Check Out With Shop Pay For International Orders?".

DELIVERY DUTY UNPAID COUNTRIES

As of June 1, 2021, if you are shipping to any of the countries listed below, your order will ship Delivery Duty Unpaid (DDU) - and you will be responsible for payment of taxes and duties upon delivery:
Andorra, Anguilla, Armenia, Azerbaijan, Belarus, Bhutan, Bonaire, Saint Eustatius and Saba, British Virgin Islands, Cameroon, Cape Verde, Cayman Islands, Chad, Cook Islands, Curacao, East Timor, Ethiopia, F.Y.R.O.M. (Macedonia), Falkland Islands, Faroe Islands, Fiji, French Polynesia, Gabon, Georgia, Greenland, Guam, Guernsey, Guinea, Guinea-Bissau, Haiti, Isle of Man, Kazakhstan, Kiribati, Kyrgyzstan, Laos, Lesotho, Madagascar, Malawi, Marshall Islands, Mauritania, Micronesia, Moldova, Mongolia, Montenegro, Mozambique, Nauru, Nepal, New Caledonia, Northern Mariana Islands, Palau, Samoa, San Marino, Sao Tome and Principe, Seychelles, Sierra Leone, Solomon Islands, St Barthelemy, St Martin, Sudan, Suriname, Tonga, Tunisia, Tuvalu, Ukraine, Uzbekistan, Vanuatu, Vatican City State (Holy See), Zambia, Zimbabwe.

For orders placed in USD using Shop Pay, please see article below "Can I Check Out With Shop Pay For International Orders?".

Can I check out with Shop Pay for international orders?

For all international orders, we encourage you to select the shipping destination for the most seamless experience. The shipping destination selector can be found at the bottom of any page in our footer.

Selecting the shipping destination will present prices in the local currency and the most accurate DDP or DDU options for that shipping destination. We offer free shipping and duties & taxes included in the product price for many countries.

If you shop in USD and checkout using Shop Pay, we are unable to offer the same shipping and duties options. The following options for orders completed with Shop Pay are available:

Standard DDP International Shipping (All taxes & duties included; no additional charges upon delivery) - $90

Standard DDU International Shipping (All taxes & duties to be paid upon delivery) - $50

Please contact us at hello@senreve.com or through our live chat with any questions.

WHAT IF I NEED TO RETURN MY INTERNATIONAL ORDER?

We are happy to accept eligible returns in brand new and unworn condition, in their original dust bags, and with all original tags and protective stickers still attached, within 30 days upon receiving your order. You can request a return label HERE.

Please note that a USD30 returns shipping and handling fee will be deducted from your refund on all international orders. The return fee is waived for orders returning for a partial refund, an exchange or store credit, and for Octopi Club Legends and Icons.

For any eligible orders returning without the Gift With Purchase, the value of the Gift will be deducted from the total refund amount. Any face mask Gift With Purchase cannot be returned and its value will not be deducted from the total refund amount.

Any items returning without its original tag, protective stickers, and dust bag will incur a fee that will be deducted from the total refund amount. Any items received with any signs of use will be returned to sender, and no refund or store credit will be issued for such returns.

Please allow 7-10 business days from the time your return is delivered to our fulfillment center to process your refund or credit.

The following items are final sale and not returnable:
Face masks and mask filters
Items marked FINAL SALE
Hand-painted items
Custom Items


Service charges, such as Shipping or Gift Wrap, are not eligible for refunds.

Items marked as EXCHANGE ONLY can only be returned for an even exchange or store credit, no refunds. Contact us at hello@senreve.com to initiate an exchange for an international order.

SENREVE is not responsible for lost items once a package has been delivered and/or signed for. If you choose to return your item outside of the 30-day window without receiving a proper shipping label from SENREVE, we will not be liable for any merchandise that is lost or delayed in transit.


If you've received a damaged item or your order was damaged in transit, please contact us at hello@senreve.com or use the chat function on the bottom right corner of the website. One of our associates will gladly assist you.

Shipping Protection
What is Shipping Protection?

Shipping Protection is an optional service that helps protect your purchase from uncontrollable factors once it leaves our fulfillment center. Shipping Protection is available for all orders, except digital gift cards. The cost for Shipping Protection is calculated based on the order value.

If you wish to opt out, simply deselect the Shipping Protection check box in the shopping cart.

Damaged, lost, or stolen purchases with Shipping Protection may be eligible for product replacement or store credit. Orders that have opted out of Shipping Protection do not qualify for replacements or compensation.

See our Shipping Protection page for more details.

How does Shipping Protection work?

If an order has Shipping Protection and is damaged, lost, or stolen, the order is eligible for product replacement, no refunds. Damaged gift wrap packaging is eligible for a refund of up to $15 USD. Orders that have opted out of Shipping Protection do not qualify for replacements or compensation for any damaged, lost, or stolen packages.

See our Shipping Protection page for more details.

SENREVE Two Year Limited Warranty
WHAT IS THE SENREVE WARRANTY POLICY?

We stand behind the quality of our products and are happy to offer a two year limited warranty on all of our bags.

SENREVE will cover defects in materials and workmanship on all of our bags purchased through our website (senreve.com). We ask that you provide a copy of your purchase receipt or online order confirmation number; if you are unable to provide proof of purchase, we will request your name and/or email address to look up your purchase in our system.

Under this warranty, if our products are defective in materials or workmanship, we will work with you to repair the bag with a local professional cobbler and reimburse you for the cost with a receipt. If we cannot repair the product, we will replace it.

If the style of the merchandise is no longer available or repairable, we will replace the product with a product similar in style or store credit. Not all product components are stocked for replacement. Defective products are not returned to the customer.

This warranty does not cover damage from accidents, fire, flood, or other natural disasters, cleaning products or chemicals, contact with sharp or abrasive objects, human fluids, stains or spills, pet damage, misuse, normal wear & tear, or from any other service/alteration made by any other party. Handbag Revival imperfections and In-Person Sample Sale purchases are not covered under the SENREVE Two Year Limited Warranty.

In order to have your bag repaired or replaced under our warranty, please email our Client Concierge Team at hello@senreve.com. Also make sure to include your order number, and photos of the product including the front, back, sides, bottom, and interior of your bag.

Once we review your request, we will contact you within 3 business days with the next steps in the process.

WHAT IS NOT COVERED BY THIS WARRANTY?

Please note, brand partner products and those purchased from a third party reseller are not covered under SENREVE's two-year limited warranty. In these instances, you will want to reach out to the company from whom you made your purchase for assistance.

This warranty also does not apply to SENREVE’s non leather items, including ready-to-wear, footwear, charms, and jewelry. Additionally, items purchased at a discount during our Handbag Revival Sale which are sold with known minor imperfections at a discount.

Product Care
DO I REMOVE THE PROTECTIVE STICKERS ON MY BAG?

Our bags are delivered to you with tissue and protective stickers and caps around the hardware to ensure no damages occur during transit. Once you have decided to keep your purchase, be sure to remove all protective stickers and caps to allow the magnetic closures to interface directly for optimal use.

HOW SHOULD I CARE FOR MY SENREVE BAG?

For leather: for light cleaning, we recommend washing your bag with a cloth, wet with warm water. You can also spot clean your SENREVE handbag with a leather cleaner, which can be purchased at a drug store or cobbler. Be sure to test products before applying to the whole bag. Please avoid using wipes that have chemicals in them (such as baby wipes or Clorox wipes) as this will ruin the leather. If you’d rather leave it to the professionals, a cobbler or other leather professional can deep clean your bag.

For suede: suede must be treated by a leather professional for all cleaning. To preserve the quality and beauty of the Italian suede, we recommend:

• Keeping the product in its dust bag when not in use
• Avoiding contact of light suede with dark clothing and vice versa to reduce possibility of color transfer
• Avoiding contact of suede with liquid, water, alcohol or oils
• Avoiding exposure to direct sunlight
• Avoiding contact with rough or abrasive surfaces

WHAT IS THE LEATHER LIKE?

We currently carry several traditional and vegan leathers, each uniquely beautiful with distinct characteristics. Visit the Meet Our Leathers page to learn more about the different types of leathers in our collection.

HOW SHOULD I CARE FOR MY SENREVE CASHMERE?

Unfortunately even the highest quality cashmere can pill, which occurs as cashmere rubs against itself or another surface. It’s very difficult to prevent pilling entirely, even for the finest cashmere, but you can reduce it by proper garment care. We put together these guidelines for how you can keep your cashmere pill-free and beautiful for years to come.

Wear
• Give cashmere a “rest” in between wears
• Avoid wearing perfume with cashmere products
• Keep cashmere away from sharp-edged items and hooks and avoid rubbing with other surfaces

Storage
• Do not store next to rough fabrics or surfaces
• Avoid hanging and instead store cashmere items flat
• Keep cashmere items folded in your SENREVE dust bag or in a box when storing for a long period
• Prevent moths by placing the cedar bark included in your order on top of your cashmere. Avoid direct contact between the cedar and the cashmere for a long period of time to prevent potential color transfer.

Cleaning
• Dry-cleaning or hand-washing cashmere pieces is recommended
• Do not use a washing machine
• When hand-washing, use cold water and a mild detergent specifically designed for cashmere. Gently squeeze until dirt is removed and then rinse in cold water. Use a dry towel to absorb excess water and dry on a flat surface

Removing Pills
• Remove pills with a cashmere comb or garment brush
• Never use scissors or a razor to remove pills

Website & Marketing
How do I log into my account?

On Mobile, open the menu in the top left corner and click Log In. On Desktop, click Account in the top right corner. You can also go directly to this URL: www.senreve.com/account/login

How do I reset my account password?

On the Account Login page, click Forgot your password? and enter the email associated with your account. Clicking the Restore button will send a recovery email to the specified email with instructions on how to reset the account password. Please check your spam folder if it has arrived in your inbox after a few minutes.

If there is no email associated with an account, you may not have an active account with us and no recovery email will be sent. Please proceed to create an account.

How do I subscribe to marketing emails?

Scroll to the bottom of any page on the website or visit this page to subscribe to our email newsletter. As a subscriber, you'll be first to know about exclusive offers, product launches, and more. Plus, enjoy 10% off your first full-priced purchase over $300 when you subscribe.

Please note some exclusions apply. Certain products are specified as ineligible for discount code promotions, including the welcome code offer.

How do I unsubscribe from marketing emails?

There is a unique Unsubscribe link at the bottom of every marketing email sent by SENREVE. Please click the Unsubscribe link to adjust the frequency you'd like to hear from us or to remove your email from our mailing list.

How do I subscribe to SMS marketing?

SMS messages from SENREVE are only available for residents in U.S. and Canada at the moment.

For U.S. residents, text SENREVE to 73223 to subscribe.

For Canadian residents, text SENREVE to 833-256-9586 to subscribe.

You'll be first to know about exclusive offers, early access, and more. Plus, enjoy 10% off your first full-priced purchase over $300 when you subscribe.

Please note some exclusions apply. Certain products are specified as ineligible for discount code promotions, including the welcome code offer.

How do I unsubscribe from SMS marketing?

Please find the latest marketing text message you received from SENREVE, then send a text reply with the word STOP to unsubscribe.