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Frequently Asked Questions

Can I pay through PayPal?

Yes, to buy with PayPal, select this payment method and click on 'Confirm payment'. You will then be redirected to the PayPal page to proceed with the payment.

Is my payment information secure?

Tesshop.com uses the latest online security applications available and collaborates with the most relevant organizations in this field, including Verified by Visa, MasterCard Secure Code and other high security encryption services.

Can the country of delivery be different from the country of purchase?

No, the country of delivery must always match the country where the purchase was made.

Tess reserves the right to cancel orders that do not comply with this policy.

In which currency can I make the payment?

All orders are made in Euros (€), and payment is processed in this currency. Please note that if your bank account is in another currency, the exchange rate used to debit your account will be determined automatically by the bank / PayPal and not by Tess.

Some items are no longer available online. Is there any chance they will be available again?

If the item you are interested in is no longer online (Sold Out), there is a possibility that this item will be available again in the future. You can request that we let you know when we get it back. In case it becomes available again within 15 days, we will send you an e-mail informing you. If there were no more stock, we would remove it from the web.

Is it possible to reserve an item and buy it later?

We do not currently have an item reservation service. However, you can add your favorite products to your wish list to buy later.

How I can make sure I made my purchase?

Once you have placed your order, you will receive a confirmation email. If you do not receive it, contact our customer service department through our contact form.

Can I know in what stage my order is?

Yes, once you have finished your purchase, you will receive an email with your order number, which you can also obtain in the MY ACCOUNT section.

With this number, and through the web of our transport company (ASM), you can track your order in real time.

Can I cancel my order?

No, once the order is placed and paid, cancellation is not possible. It is possible, however, to return it once it has been received, as long as it complies with the return policy, and has been approved by our quality control team.

What should I do if I receive a faulty item?

Each and every one of our pieces are carefully prepared in our facilities, so your order should arrive in perfect condition. If exceptionally you get a faulty item , contact our customer service department through our contact form and we will solve it as soon as possible.

What should I do if a wrong item arrives?

If at any time, by mistake, you receive an item that you have not ordered, contact our customer service department through our contact form, and we will solve it as soon as possible.

Can I exchange one item for another?

Unfortunately, currently is not possible to exchange or replace an item purchased online for a new or a different item in a single transaction. First you must return the unwanted item and then make a new order for the item of your interest.

How much do I have to pay for shipping?

For purchases over 100EUR/POUNDS shipping is free.

For purchases under 100EUR/POUNDS shipping is 9.95EUR

How can I subscribe to the tess Newsletter?

Click here to subscribe to our Newsletter, click on "Newsletter" on our website, or you can also configure your Newsletter through your personal account.

What are the working hours of tess online?

You can contact our Online Customer Support Team every working day from 9am to 6pm. We will try to answer your questions as quickly as possible.

Click here to send your message.

How do I recover my forgotten password?

If you have forgotten your password, you can retrieve it in MY ACCOUNT section. You will receive an email with your new password.