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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.

What is a CVC/CVV/CID?

The Card Security Code (CVC/CVV/CID) is an additional three or four digit security code that is printed (not embossed) on the front or back of your credit card. The CVC/CVV/CID is an extra security measure to ensure that you are in possession of your own credit card.

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 specifications.

 

The Netherlands 

  • Standard/Access Point: 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 (shipping may take longer to some countries)
  • Express: 1-2 business days

 

World

  • Standard: 3-14 business days (shipping may take longer to some countries)
  • 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 order size, destination and delivery time*. Please see the list below for specifications.

 

The Netherlands

  • Standard: €2 (FREE over €50)
  • Access Point: €2 (FREE over €50)
  • Express: €10

 

EU Zone 1

  • Standard: €5
  • Express: €20

 

EU Zone 2

  • Standard: €10
  • Express: €40

 

World

  • Standard: €20
  • Express: €60

 

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

 

Please note that returning costs are on your expense.

 

*Subject to change

**Standard Shipping

What's my order status?

You will be notified by email at various stages during the dispatching process of 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.

When will my order be shipped?

We try to send packages within 24 hours with the exception of weekends and during bank holidays. All orders placed before 1pm 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.

Can I change my address?

Unfortunately we are unable to change a delivery address once the order has been dispatched. 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.

Returns

How do I return an item?

1. Right of withdrawal

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:

 

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
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.

 

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.

 

Fitting 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.

 

2. Defective items

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.

 

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/.

When do I receive my refund?

When you have used your right of withdrawal, we will refund the amount paid for the item concerned (including 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.

 

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.

 

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

May I fit any 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 from the total amount to be refunded to you.

Have you received my returned items 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.

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 my order?

Unfortunately, we cannot change your order after you have placed it. This includes changing the size and color of an item, removing an item or changing the delivery address. 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 .

Can I cancel my order?

You have the right to cancel your order. Please keep in mind we go out of our way to deliver the order as fast as possible. So it may be shipped already. If it is already shipped, you can refuse to accept the package when the courier arrives with it. You can find more information here about your right to cancel the agreement within the 14-day grace period.

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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