FREE SHIPPING OVER €75 TO BENELUX & GERMANY

Your Order

Your Order

Payment

What currency is used online?

All prices are charged in EUR or USD.

When will I be charged?

If your payment method of choice is authorized, you will receive an email confirming your order has been successful. We will not charge you (afterwards) for any failed payment transactions.

Can I pay afterwards?

You have the possibility to pay with KLARNA, which is an interest free payment plan option.

Will I have to pay for customs & duties?

Please note that we are not responsible for the calculations and charges of any additional customs fees/taxes charged. For more information, kindly contact the transportation company directly for more information before placing your order. This does not apply to customers within the EU.

Delivery

What countries do you deliver to?

Tess VS ships packages to all countries in the world, except UK due to Brexit restrictions.

Please note, we are 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 the destination and shipping method. Please see the list below for estimations. For The Netherlands, Belgium, Luxembourg and Germany, an estimated delivery time is also mentioned on each product page. 

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)
  • Pickup In-Store, Huidevettersstraat 7, Mechelen: You’ll receive an email when your package is ready to be collected in our shop! Small orders are usually ready to be picked up within 24 hours.

Luxembourg

  • Standard: 2-3 business days
  • Express: Next day (on business days)

Germany

  • Standard: 2-3 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. Please note: during busy periods, there may be some delays. 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
  • Pickup In-Store, Huidevettersstraat 7, Mechelen: Free

Luxembourg

  • Standard: €7 (FREE over €75)
  • Express: €15

Germany

  • Standard: €7 (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 has been shipped you will receive an email with a tracking number. 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. We recommend you to get in touch with our shipping services to change your address and redirect your package.

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

We are so sorry if something is wrong with your order. Please contact Customer Care ASAP so we can resolve this for you. 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 shop in Mechelen, Belgium if you would like to check out our collection live! 

Returns

How do I return an item?

Returns

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 30 days of receipt. Please note that the right of withdrawal does not apply to products that have been especially tailored to your personal requirements, are 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.

You can include the completed return form in your return shipment, but this is not required. You can also inform us in any other unambiguous way that you wish to return your order (for example by email or post).

Also, we need to receive the items within the 30 day withdrawal period. 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 products 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.

For orders delivered to Belgium, it is possible to return an online purchase in our shop. Please bring your invoice with you.

Reimbursement

Upon receipt of the products, 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).

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 products within the returns timeframe. During the 30-day withdrawal 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.

Tess VS reserves the right to refuse your return shipment or to reduce your total refund to reflect any decrease in the value of the item if the depreciation has been caused by your handling it 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 items and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

Please note that should we identify unreasonable patterns of returns or the purchase and use of products for the creation of content for personal or professional gains, we may restrict you or refuse future orders.

Faulty items

We are so sorry if a product you received is not in perfect condition. If the product you have purchased is damaged/faulty with a manufacturing fault, you are (depending on the circumstances) eligible for a repair, exchange of the item or a full refund. We will provide you with a suitable solution, however, it is up to Tess VS to decide which of the aforementioned options will be used. 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 product, we will reimburse the return shipping costs on your part.

Complaints
Should you have any complaints, you can direct them to us by post or email to Tess VS, Treviso 23, 2921BJ Krimpen aan den IJssel, The Netherlands Email: customercare@tessvs.com

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?

Upon receipt of the products, 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).

We will refund you by using the same payment method you used to purchase the product. 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 products within the returns timeframe. During the 30-day withdrawal 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.

Tess VS reserves the right to refuse your return shipment or to reduce your total refund to reflect any decrease in the value of the item if the depreciation has been caused by your handling it 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 items and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

Have you received my returned item already?

We will notify you by email once we have processed 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?

For orders delivered to Belgium, it is possible to return an online purchase in our shop. Please bring your invoice with you.

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?

You can add your promo code or Gift Card to your order in your shopping bag or at Checkout. 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?

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 30-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.

Can I return an item in your shop?

For orders delivered to Belgium, it is possible to return an online purchase in our shop. Please bring your invoice with you.

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