We aim to send packages within 24 hours with the exception of weekends and bank holidays. All orders placed before 4pm CEST time are processed the next business day, this includes orders sent with our Express Courier service. After your order is shipped you will receive a tracking number by email to follow your package along its trip. Please note: during busy periods, there may be some delays. We ship our packages with DHL or PostNL and a signature may be required on receipt. If you are not around to take the delivery of your parcel, the carrier will leave a calling card telling you how to collect your package. Alternatively, the carrier will try two more times to deliver the package. Please note that we are unable to change a delivery address once the order has been dispatched and we will not ship your package again if you were not able to collect your package.
If you have selected Pickup In-Store at Checkout, you will be contacted via email when your order is ready to be collected in our shop. Small orders are usually ready to be picked up within 24 hours. Please be prepared to show your ID and the ready for pickup email. Please note that someone else may collect your order with their photo ID and the ready for pickup email. It would be greatly appreciated if your order is collected within 2 business days.
We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we will gladly accept a return of any unused item within 14 days of receipt. This is called the grace period. Please note that the termination right does not apply to merchandise that has been especially tailored to your personal requirements, is not suitable for return due to health and hygiene reasons (swimwear, intimates and earrings), where the seal has been broken after delivery (the product is not in its original state), gift cards and loyalty vouchers.
To make use of your right of withdrawal, you must notify us within the 14-day grace period by a written notification (for example by email or post) to know that you want to use your right to cancel the agreement. You can use the return form but are not obliged to do so.
Also, the items must be returned within 14 days from the date on which you sent us written notification of withdrawal. You can return the items by post/courier, which is at your own expense. We recommend you use a courier service which provides insurance for the value of the items you return or at least provides you with proof of shipment. We are not responsible for items that are returned to us in error.
Make sure the items you want to return are properly packaged. Then send everything to the following address:
2921BJ Krimpen aan den IJssel
Please note that International Returns cannot be over €1000, if so please ship these separately as Tess VS is not responsible to pay duties to receive the goods. If there is a charge it will be deducted from your final refund.
For orders delivered to Belgium, it is possible to return an online purchase in our shop. Please bring your invoice with you.
Upon receipt of the items, they will be checked to make sure they meet the return conditions and once cleared, we will refund the amount paid for the item concerned (excluding any paid delivery charges if the order is partially returned) without delay and no later than 14 days after receipt of the message that you wish to terminate the agreement. Note that we must have received the item or that you can show you have returned the item. If you chose to partially return your order, we will not refund any paid shipping costs upon termination of the agreement. The maximum refund for delivery costs will be the costs of delivery by the cheapest standard delivery as offered by Tess VS, we will not refund any extra costs (e.g. a delivery method at a higher cost) resulting from this upon termination of the agreement.
We will refund you by using the same payment method you used to purchase the item. If you paid with a gift card, you will be refunded to that same gift card and will be able to re-use the original unique code towards your next purchase. In any case, there will be no charge for this refund.
Unfortunately, it is not possible to exchange items.
We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns timeframe. During the 14-day grace period, you can test the item to the extent necessary to establish the nature, characteristics and functioning of the good in the same way that you would do in a shop. For example, you may fit the article, but do not wear it outside.
You are liable for a decrease in the value of the merchandise if the depreciation has been caused by your handling them in a way which would not be permitted in a shop. For example, when you return a product that you have damaged, has been washed, the labels have been removed, a product is incomplete or a product contains other signs of wear, which show that you have used the product more extensively than described above. In case we refund you the price paid before we are able to inspect the merchandise and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
The termination right does not apply to merchandise that has been especially tailored to your personal requirements, is not suitable for return due to health and hygiene reasons (swimwear, intimates and earrings), where the seal has been broken after delivery (the product is not in its original state), gift cards and loyalty vouchers.
Please note that should we identify unreasonable patterns of returns or the purchase and use of garments for the creation of content for personal or professional gains, we may restrict you or refuse future orders.
We are so sorry if an item you received is not in perfect condition. You are entitled by law to a proper product, or as the law calls it ‘a product that complies with the agreement’. Should this not be the case, you are (depending on the circumstances) eligible for a repair, exchange of the item or a full refund. If you have a complaint about a product you have purchased online, please contact Customer Care. Please provide as much information as possible, preferably including the order numbers in question.
If you have returned a faulty item, we will reimburse the return shipping costs on your part.
Tess VS always strives to deliver the highest possible quality regarding its products and services. Should you have any complaints you can direct them to us by phone, post or email to:
2921BJ Krimpen aan den IJssel, The Netherlands
Phone: +31(0)6-49589279 (Monday to Friday 09.00 – 18.00 CET).
If you have gone through the complaint procedure but you want your complaint referred to another authority, you can contact the Dispute commission via the European ODR platform: http://ec.europa.eu/consumers/odr/.