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Payment

What currency is used online?

All prices are charged in EUR.

How do I pay for my order?

Once you have completed the checkout page, you have to agree with the terms and conditions to get redirected to the payment page. We accept numerous payment methods.

Payment Methods

Is it safe to order online?

We take your online security very seriously. Personal and payment information is safe and no data is sent over without encryption. Protecting your information is our highest priority. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology and other measures.

When will I be charged?

If your card is authorized, the payment will be taken immediately and you will receive an email confirming your order has been successful. Only paid orders will be handled. We will not charge you (afterwards) for any failed payment transactions.

Will I have to pay for customs & duties?

All customers based outside of the EU are responsible for customs & duties within their own country. For further information, we recommend contacting your local customs office. Tess VS is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it. This does not apply to customers within the EU.

Delivery

What countries do you deliver to?

Tess VS ships packages to nearly all countries in the world. Unfortunately, due to carrier limitations, we are currently unable to ship to the following countries/regions:

 

  • Somalia

 

Please note, we are also unable to ship to hotels, so please use a private address only.

What's the delivery time of my order?

The delivery time of your order depends on your location. Please see the list below for estimations.

 

The Netherlands

  • Standard: 1-2 business days
  • Express: Next day (on business days)

 

Belgium

  • Standard: 1-2 business days
  • Express: Next day (on business days)

 

EU Zone 1

  • Standard: 2-5 business days
  • Express: 1 business day

 

EU Zone 2

  • Standard: 2-7 business days
  • Express: 1-2 business days

 

World

  • Standard: 3-14 business days
  • Express: 2-5 business days

 

For a more specific delivery time for your country, you can contact Customer Care. Once dispatched you will receive shipping confirmation and tracking details. Our packages are shipped with DHL or PostNL, 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, DHL or PostNL will try two more times to deliver the package.

What are the shipping costs?

The shipping costs are based on destination and delivery time*. Please see the list below for specifications.

 

The Netherlands

  • Standard: €4 (FREE over €75)
  • Express: €10

 

Belgium

  • Standard: €5 (FREE over €75)
  • Express: €15

 

EU Zone 1

  • Standard: €10
  • Express: €20

 

EU Zone 2

  • Standard: €15
  • Express: €40

 

World

  • Standard: €20
  • Express: €60

 

We offer Free Shipping for all orders over €150**.

 

Please note that returning costs are at your own expense.

 

*Subject to change

**Standard Shipping

When will my order be shipped?

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.

How can I track my order?

Once your order is dispatched you will receive shipping confirmation, along with tracking details for your order. You can also check its status here. If you have an account, you can login and check “My Orders” for the current status of your order.

Can I change my address?

Unfortunately, we are unable to change a delivery address once the order has been placed. Please note that we will not ship your package again if you were not able to collect your package.

What can I do if something is wrong with my order?

If you receive a wrong item or something is missing, feel free to contact Customer Care. Please send as many details as possible including specific order numbers.

Where are you located?

Our head office and warehouse are located in Krimpen aan den IJssel, The Netherlands. You can visit our pop-up shop in Mechelen, Belgium or find our garments in one of our shop-in-shops.

Returns

How do I return an item?

1. Right of withdrawal

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) and where the seal has been broken after delivery (the product is not in its original state).

 

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:

 

Tess VS
Returns Webshop
Treviso 23
2921BJ Krimpen aan den IJssel
The Netherlands

 

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.

 

Reimbursement

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. If, when placing your order, you chose a different delivery method than the cheapest standard delivery used by Tess VS, we will not refund any extra costs 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.

 

Fitting 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.

 

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.

 

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.

 

2. Faulty items

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 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 faulty item, we will reimburse the return shipping costs on your part.

 

Complaints
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:

 

Tess VS
Treviso 23
2921BJ Krimpen aan den IJssel, The Netherlands
Phone: +31(0)6-49589279 (Monday to Friday 09.00 – 18.00 CET).
Email: customercare@tessvs.com

 

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/.

Do I have to pay for shipping my return?
You will be responsible for shipping and handling charges to return any unwanted items. 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.
How will I be refunded?

When you have used your right of withdrawal, 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. If, when placing your order, you chose a different delivery method than the cheapest standard delivery used by Tess VS, we will not refund any extra costs 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.

 

If you have returned a faulty item, we will reimburse the return shipping costs on your part.

May I fit any 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 product 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.

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 from the total amount to be refunded to you.

Have you received my returned item already?

We will notify you by email once we have received the items. It may take a while to process your return. You will receive immediately and within 14 business days a refund after you have let us know you want to return the items. We hold the right to wait with the actual refund until the moment we have received the returned item or that you can prove the item has been returned to us.

Can I exchange an item?

Due to the limited nature of our pieces, we do not offer exchanges on any items. If you would like a different size or item, we recommend purchasing the new item and following the return process for a refund.

Can I return an item in your shop?

Please note that our shop is currently unable to process returns for online orders.

Ordering

Do I need an account to order online?

You do not need an account to order in our webshop. However, setting up an account will allow you to view past orders and the status of your current order. Creating an account is easy and can be done at the checkout.

How can I use a promo code/Gift Card?

After you have added all the items to your shopping bag, please go to the checkout page. You will then have the option to add your promo code or Gift Card to your order. Please note that only one discount code can be redeemed per order.

Can I use a promo code and Gift Card on the same order?

Yes! You can use a promo code and also your Gift Card on the same item. Gift Cards are a valid form of payment regardless of using a promo code.

What can I do if my promo code/Gift Card isn't working?

Promo codes and Gift Cards are case sensitive so please check your caps lock. If you are still having trouble applying your promo code or Gift Card, please contact Customer Care.

Can I change/cancel my order?

Unfortunately, we cannot change or cancel your order after you have placed it. This means that no further changes can be made to your order once processed including and not limited to; changing the size and color of an item, removing and/or adding items to your order, changing the delivery address or cancelling your order. You do have the right to cancel the entire order within the 14-day grace period. You can find more information about your right to cancel the agreement here.

I forgot my password or it doesn't work

If you forget your password you can easily request a new one by using the “Forgot Password” button on the log in page. When you enter your email address a new password will be sent automatically. If you are (still) having login problems, please feel free to contact Customer Care.

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