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EXPRESS DELIVERY AND FREE RETURNS

EXPRESS DELIVERY AND FREE RETURNS

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Faq

Customer care +

a.   Account & Newsletter

 

a.i.      Why should I sign up?

As well as the usual benefits - saving your favourite shipping addresses for quick checkout, creating your Wish List and browsing from any device -  you will also have access to a number of exclusive services created to bring you a personal, luxury boutique experience both in-store and online: dedicated personal stylists, gift suggestions, complimentary tailoring and much more.

 

a.ii.        I've forgotten my password - what should I do?

Don't worry - on every page of the site where you are requested to log in, you will find a "Forgotten your password?" link. We will send you an email with instructions for choosing a new password, and you will be back in your account within minutes.
Remember you can change your password and email at any time when you are logged in. 

 

a.iii.        Are my personal details safe?

We know safety is important on the internet, which is why we use state of the art data protection protocols that encrypt the information and make it totally illegible. This ensures the safety of your details both in your account and during payment.

 

a.iv.        How do I subscribe to your Newsletters?

Can't wait to get trend updates, be the first to shop new arrivals, access secret promotions and discover special in-store events? We don't blame you. Register to TESSABIT now and sign up!

 

a.v.        I don't want to receive any more Newsletters from you, how do I unsubscribe?

We're sorry to hear that! Unsubscribing is very easy: you can find an "Unsubscribe" link" in all our Newsletters, or you can change this preference in your account settings.
If too many emails bother you, but you like to stay on trend and discover the latest news from us when you feel like it, you can follow TESSABIT on Twitter, Facebook and Instagram.  

 

b.   Exclusive Services

 

b.i.        What exclusive services do you offer?

We believe in a special shopping experience, that makes you feel relaxed, gorgeous and unique. That is why we provide a number of extra services for our registered customers, both online and in our boutiques:

-  A dedicated Personal Stylist you can email, call or chat with

-  Trying on all the items in your Wish List before deciding what to purchase

-  Next day delivery to all our boutiques

-  Customised suggestions for extra-special gifts

-  A Fashion Finder service for products that are not currently available online

-  Complimentary tailoring

The in-store services are available at all our Como boutiques in Italy. Visit the BOUTIQUES section.                                         

b.ii.        How can I contact a Personal Stylist?

Just log in to your account and fill in the specific form inthe Personal Stylist page. The service is free, personal and glamorously fun.
Don't have a personal account? You're missing out on so many benefits - sign up now

 

 b.iii.        How do I request the Try my Wish List service?

You can book an appointment in one of our boutiques by filling in the specific form in Try your Wish List.  Before sending us your request, make sure you've saved in your Wish List all the products you want to try (also in different sizes and colours).
Don't have a personal account? You're missing out on so many benefits - sign up now

 

b.iv.        How do I select Click-and-Collect to pick up my order in-store?

You will find a “Click-and-Collect” option at checkout, when asked to fill in the delivery address. (This service is active for orders shipping to Italy.) Your products will be ready and waiting for you in boutique within one working day.

For pick-up, please remember to bring with you:

- a valid ID

- a copy of the order confirmation email, either printed or visible on a mobile device

If someone else is collecting the order for you, please make sure they bring:

- a copy of your ID

- their personal ID documents

- a copy of the order confirmation email, either printed or visible on a mobile device

 

We will keep your parcel in the boutique for 14 days. After this time, we will be obliged to cancel the order and issue a refund.

 

 b.v.        How can I purchase a TESSABIT Gift Card?

Our Gift Cards make fantastically fashionable presents you can't go wrong with.
You can purchase them both online and in our boutiques:

  • Online Gift Card - will be available by 2016.
  • Store Gift Card: get it directly from one of our boutiques in Como, Italy. Store Gift Cards can also be used online for any purchase with an order total higher or equal to the value of the card 

 

 

 b.vi.   Can I return an order purchased using a Gift Card?

Of course you can: any order placed online is eligible for a refund, regardless of the payment method, as long as you request the return within 14 days from delivery or pick-up.

 

c.   Product information and after-sales assistance

 

 c.i.   Are the items I see online the same ones you have in your boutiques?
Our online store presents a curated selection of the newest, cutting-edge looks of the season. If you've seen an item in one of our boutiques, in a magazine or editorial, but you can't find it on tessabit.com, contact our Fashion Finder service.

  

c.ii.  How do I choose the right size for me?

On every product page you will find the size in the original tag of the item, which will be a good reference if you already own something by the same designer. You will also find a link to our Size Guide, in order to check the conversion to your local size system. We know finding the right size can be tricky, so if you have any questions, don't hesitate to contact us.

 

 c.iii. Can I ask you to order for me items that are not available on tessabit.com?

We will do our best to find that special piece you've been looking for and have it delivered to you in no time. Contact our Fashion Finder service for more info.

 

c.iv.  Do you offer a tailoring service for items purchased online or in-store?
If you would like to modify a product you purchased on tessabit.com, just bring it to one of our boutiques (please note our boutiques are in Como, Italy). Tailoring is complimentary for minor adjustments and personalisations. Contact us to book an appointment.

 

c.v.   Can I make a return by bringing the items to one of your boutiques?
We're sorry, we cannot at this time refund items you purchased online through our boutiques. However, return shipping is effortless and totally free of charge, and the refund will be issued directly to the payment method you used for the order. Read more about Shipping and Returns.  

 

d.   Orders, Payments and Returns

 

d.i.        How do I place an order online?

Exactly as if you were in one of our stores: browse our catalogue, pick out the items you love in your size and favourite colour, and add them to your Shopping Bag. At checkout, you will just need to enter a valid delivery address and choose the payment method. Credit / debit card data is encrypted and safely transferred to the bank, while if you choose PayPal, when you confirm your order you will be directed to the PayPal website automatically.
We will send you an email to acknowledge the purchase with a full recap of your order. You will find all the details of the order also in your account.

 

d.ii.        When will the order be delivered?

Our DHL Express orders arrive in 1-3 woking days. Click-and-Collect orders can be picked up in the selected boutique as early as the following working day.

 

d.iii.        What happens if no-one is available when the courier delivers the order?

As the courier will request a signature, it is important to choose an address where you or someone else will be available during office hours (for example at a concierge or work address).
If no-one is available to receive the order, the courier will leave a note with a contact number. The order will remain on hold for 5 days, during which you can re-schedule delivery,  then returned to us for a refund.
If you need any help organising the delivery, please don't hesistate to contact us.

 

d.iv.        Can I change the delivery address after I've placed the order?

If the order has not left the TESSABIT offices, you can email cs@tessabit.com and indicate the order number and the new delivery address. Our Customer Service will confirm if the address change is still possible.

 

 d.v.        Do I have to pay any taxes or duties?

The prices you see online already include VAT and all applicable taxes for the following Countries: Italy, United Kingdom, CEE Countries, United States of America, Australia, Hong Kong, Japan and China.You will not have to pay any extras at delivery.

For all other countries:  your order may be subject to local taxes and duties, according to import laws in your Country. We strongly suggest you to verify this with the courier or customs offices, because we are currently unable to estimate them at checkout.

d.vi.        Can I make any changes to my order after I've placed it?

Unfortunately we cannot change the colour, size or number of items after you have confirmed your order.  However, you can easily return products for a refund after delivery.

 

d.vii.        Can I cancel my order?

Please contact us  as soon as possible: if the order has not yet been forwarded to our boutiques, we will be able to cancel it. If the order is already being prepared, we will not be able to block it, but don't worry - you can always request a return after delivery.

d.viii.        Why is my credit card/PayPal account not accepted?

There are various possible reasons: we suggest you check that the card or payment method associated with your PayPal account has not expired. Please also check that you've entered the numbers and data correctly, including the expiry date and CVV.
If you continue experiencing this issue, don't hesitate to  contact us for further assistance.

 d.ix.        How do I return an item purchased online?

You have 14 days to try on your glamorous new products and see how they fit you. Should you for any reason prefer to return them, please notify us by filling in the online Return Form or contacting our Customer Care. From our return authorisation email you have a further 14 days to ship the products back to us. We will provide you all the necessary instructions by email.

d.x.        Do I have to pay for return shipping?

We strive to offer you the best possible shopping experience, even when your purchase didn't work out as expected. Return shipping is free with the DHL label we send you in your Return Confirmation email: attach it to the return parcel and call the courier within 7 days from when you requested the return.

 

d.xi.        How long does it take to receive the refund?

We handle returns as quickly as possible, needing just a few days to check the products are intact and as you originally received them before issuing your refund. You should see the credit in your account within 2 weeks from when you shipped your return. If you do not see the credit within this time frame, please don't hesitate to contact us.

 

d.xii.        Can I return an order purchased using a Gift Card?

Of course. Any order placed online is eligible for a refund, regardless of the payment method, as long as you request the return within 14 days from delivery or pick-up.

 

e.   Boutique and online store assistance

 

 e.i.        Do you have a list of your boutique addresses?

Our 12 luxury boutiques are all located in Italy, in the beautiful city of Como. Please see our BOUTIQUE section and the Map at the bottom of the site HOMEPAGE for directions and contact numbers.

 

e.ii.        How can I contact you for if I have any questions?

Our Customer Care is at your disposal from 9 am to 5 pm, Monday to Friday, Italian time (CET):  send us an email at cs@tessabit.com
If you want to call one of our boutiques, you can find the full list of contacts in our BOUTIQUES section.

 

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