Your package will be dispatched within 24 hours (depending on weekends and bank holidays) after you place an order. 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. You can also choose to deliver the package directly at a pick-up point in your area. 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 for whatever reason you wish to return your online purchase, you can return unused items within 14 days of receipt. This is called the grace period. Please note that our perfumes and detergent cannot be returned if the seal on the package is broken.
To make use of your right of withdrawal, you must notify us within the 14-day grace period by an unequivocal statement (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 of purchase with the original receipt. You can return the items by post/courier, which is at your own expense. We are not responsible for products that are returned to us in error. 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.
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.
When you have used your right of withdrawal, we will refund the amount paid for the item concerned (excluding shipping costs) 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. We will not refund any paid shipping costs upon termination of the agreement.
Unless you have expressly agreed otherwise, we will refund you by using the same payment method you used to purchase the item. In any case, there will be no charge for this refund.
Unfortunately, it is not possible to exchange items.
During the 14-day grace period, you can test the product to the extent necessary to establish the nature, characteristics and functioning of the article in the same way that you would do in a shop. For example, you may fit the article, but do not wear it outside.
When you return an item that you have damaged, has been washed, the labels have been removed, the item is incomplete or contains other signs of wear showing that you have used the item more extensively than described above, you are liable for any depreciation in the value of the item. Tess VS will deduct this of from the total amount to be refunded to you.
Besides your right of withdrawal, 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 an 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 defective 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/.