Tessuti Helpdesk
Frequently Asked
- About Us
- Do you have a catalogue?
- Do you have a shop?
- How do I contact your stores?
- Do you do wholesale goods?
- Technical Problems
- I'm having problems with my shopping bag.
- I have technical problem that isn't listed.
- Contact Us
- Can I contact you over the phone?
- What email address should I use to contact you?
- What is your address?
- Your orders
- I'm new, how do I order?
- How do I check if an item is in stock?
- How do I know if my order was successful?
- Can I change/cancel my order?
- Can I use my discount code more than once?
- Can I track my order?
- I forgot to use my discount code. Can I get the discount refunded?
- Where is my order?
- Do you gift-wrap orders?
- You haven't replied to my query?
- Products
- Will you be getting more?
- Do you have more sizes available?
- Can I get more information on a Product?
- Where else can I get your products?
- The item I bought is now in sale, can I get the difference refunded?
- Delivery
- How long does delivery take?
- How much is delivery?
- How do I track my item?
- How do I know if my item has been dispatched?
- Can I collect my item from your store?
- What courier do you use?
- Can someone else sign for my delivery?
- Can I change the delivery address?
- Can the delivery be left in a hiding place?
- Do you deliver to BFPO addresses?
- Do you deliver to my country?
- What if I'm not home when it's delivered?
- Payments
- Is it safe to order online?
- Which credit cards do you accept?
- I use a different payment method?
- Do you accept Gift Vouchers?
- When will my card be charged?
- Do I have to order online?
- Returns
- How do I return an item?
- What is your returns policy?
- How long does it take to process returns?
- How long will it be before I get a refund?
- How long will it be before I get an exchange?
- Who pays for return postage?
- Why have you not refunded the delivery charge?
- You have refunded me the wrong amount.
- My order contains a faulty item.
- You have sent me the wrong item.
- Can you confirm you have received my return?
- Part of my order is missing?
About Us
Do you have a catalogue?
As our product base changes from day to day, at this point in time we do not produce a printed catalogue.
Do you have a shop?
We currently have seven retail stores located in Chester and Manchester.
How do I contact your stores?
You can contact our stores on the following numbers:
Tessuti Chester Store, 43 – 45 Bridge Street Row, Chester, CH1 1NW (01244 312585)
Tessuti Trafford Centre Store, 129-131 Regent Crescent, Trafford Centre, Manchester, M17 8AR (0161 7486881)
Hugo Boss Chester Store, 37 Bridge Street Row East, Chester, CH1 1PH (01244 311511)
Jack & Jones Cheshire Oaks Store, Unit 15, Cheshire Oaks Designer Outlet Village, Ellesmere Port, CH65 9JJ (0151 3551105)
Jack & Jones Trafford Centre Store, Unit 13, 146 Regent Crescent, Trafford Centre, Manchester, M17 8AP (0161 7475737)
Prima Clothing Cheshire Oaks Store, Unit 125/126, Cheshire Oaks Designer Outlet Village, Ellesmere Port, CH65 9JJ (0151 3572288)
Prima Clothing Lowry Outlet Mall Store, Unit G51, The Lowry Outlet Mall, Salford Quays, The Quays, Manchester, M50 3AH (0161 8725609)
Do you do wholesale goods?
We are licensed stockiest of all our brands and do not buy or sell wholesale goods.
Delivery
Any customers purchasing goods from outside the EU will be liable to pay any customs charges that may occur. Tessuti cannot be held responsibly for
any customs charges as this is outside of our control.
How long does delivery take?
The Majority of orders made before 3pm will be delivered the next working day via Interlink Express. In certain circumstances some orders may take
up to 2-3 days to be delivered.
How much is delivery?
All UK orders charged at a flat rate of £3.95. For the R.O.W and overseas orders we charge a flat rate of £20.00.
How do I track my item?
If you would like to track your item please visit www.Interlinkexpress.com and enter your tracking number. Your tracking number will be emailed to
you once the order is despatched. If you do not have a tracking number then you can call us on 01244 405 351 and one of our customer service representatives will be happy to help you.
How do I know if my item has been dispatched?
An automated email is sent to all customers when goods are dispatched.
What courier do you use?
All of our items are now dispatched using Interlink Delivery Service.
Can someone else sign for my delivery?
When Interlink arrive to deliver your item someone who resides at the address must sign for the item.
Can the delivery be left in a hiding place?
With all our deliveries a signature is required by someone living at the address so unfortunately we cannot leave the item unattended or un signed for.
What if I'm not home when It's delivered?
If you or a member of your family isn't home to sign for the item then it will be taken to your local Interlink depot. The delivery driver will post through your letter box a interlink card which you will need to collect your parcel. Please see below a sample of what the card will look like.
Payments
Is it safe to order online?
We currently use a merchant company called Sage Pay who offer a number of security features. Sage Pay is a Payment Service Provider. We process
payments on behalf of our customers and make sure that your transaction details are kept secure throughout the transaction process. If you wish to
have an alternative delivery address you MUST place your order online.)
Can I use a different payment method?
At this point in time we do not accept any payment method other than those listed above.
Do you accept Gift Vouchers?
We currently cannot accept gift vouchers online.
When will my card be charged?
Due to the nature of our payments system, all orders are debited when they are placed, we can issue refunds as soon as the order is placed. (Please
Note depending on your card issuer refunds can take up to 24-48 hours to appear back on your card.
Do I have to order online?
We mainly like customers to purchase online as they will automatically have a order confirmation sent to them via email, but as stated above we are
willing to accept payment over the telephone as long as they meet the standards above.
Products
Will you be getting more?
Unfortunately some sizes will run out before others and we will not always be able to inform you immediately if more stock is coming in. If the item you wanted to order is a popular item then it is likely we will take a repeat delivery of the item. We would advise you keep checking the website to see if
the item comes back in stock.
Do you have more sizes available?
Sometimes customers return products that did not fit them or an item may be available in our retail stores that may not be displayed on our website.
If you would like to double check stock of an item please feel free to contact us on 01244 405 351
Can I get more information on a Product?
If you require any more information on our products do not hesitate to either email us or call us on 01244 405 351 and our customer service staff will
be happy to answer any questions you may have about the products displayed on our website.
Where else can I get your products?
Products displayed on our website are available in either our Chester or Manchester retail stores. To see if an item is in stock in one of our stores
please contact the store on the above contact number.
The item I bought is now in sale, can I get the difference refunded?
Unfortunately we cannot advise you of when an item will enter our sale and we are unable to refund you the difference.
Technical Problems
I'm having problems with my shopping bag.
Solutions to some reported problems with our shopping bag are listed below;
Removing Items
To remove items from your shopping bag, click the 'View Cart' link on the sidebar in your Shopping Bag, click the Remove checkbox next to the item you wish to remove and then press the 'Update' button.
I Can't Add Items To My Cart
If clicking the 'Add to Bag' button on a product page does not add the item to your cart please contact us on 01244 405 351
Other Problems
If you are experiencing any other problems with your Shopping Bag, contact us on 01244 405 351
I'm having problems with the SagePay website.
For any queries please call us on 01244 405 351
I have technical problem that isn't listed.
If you are experiencing any other problems with our website please contact us on 01244 405 351
Your Order
I'm new, how do I order?
If you'd like to place an order at Tessuti.co.uk simply follow these steps
- Step 1 Find the product you'd like to order by using the links in the sidebar
- Step 2 Once you see some thing you like simply click on the small image to bring up the products information page
- Step 3 Click the button next to the size of the product you have chosen
- Step 4 Click the 'Add To cart' button and proceed to the cart and press 'Confirm'
- Step 5 Once in your shopping bag you can either go back and add more products or press the 'Checkout Now' button
- Step 6 Once at the checkout stage, fill in all your details, select your postage method and press 'Continue'
- Step 7 Once you have reached the SagePay payment page fill in your cart details and answer any security questions you may be asked
- Step 8 Once you have reached the Order Confirmation page we recommend you print this page for your records
- Step 9 Sit back, relax and wait for your new clothing to arrive!
How do I check an if an item is in stock?
We try to keep the stock on our website as accurate as possible, sometimes there may be slight discrepancies with the stock levels displayed on our
website and those available in our warehouse. As we operate eight retail stores and our online store, sometimes stock levels can become inaccurate.
If you'd like to double check an item is in stock before you order feel free to contact us on 01244 405 351
How do I know if my order was successful?
If you have preceded through the Sage Pay checkout stages and have been presented with a receipt page this generally means your order was
accepted. Sometimes your card issuer may not respond to our security checks or if you have entered an address that isn't the same as the one your cardholder has on record this may cause your payment to be added to our security review section. If this is the case you will receive an email within
24 hours of placing your order. (Please Note we cannot dispatch or reserve any goods for an order that has been placed in our security review section)
Can I change/cancel my order?
In accordance with the Distance Selling regulations you have the right to cancel or change your order within 10 days of placing your order. If you'd
like to change your order before it is dispatched please call us as soon as possible so we can try and change your order before it has been dispatched.
If you have received your order and would like to change an item or get a refund simply follow our returns instructions which can be found Here.
Where is my order?
If you have yet to receive your order it is usually a good idea to check your email as this is our primary method of contact. If you have not received
an email regarding the status of your order or a voicemail message left by a member of our staff please call us on 01244 405 351
Do you gift wrap orders?
At this moment in time we do not gift wrap orders.
You haven't replied to my query?
We try our best to respond to all queries we receive within one working day. Sometimes our replies are rejected by certain mail providers for a number
of reasons, or the email is simply delayed due to heavy email traffic on your/our email servers. If you do not receive a reply within 2 working days
please contact us on 01244 405 351
Returns
Any customers returning goods from outside the UK are liable to pay all customs charges unless the item is faulty. All faulty goods must be authorised for return prior to despatch. Any return that is received with a customs bill will be rejected and sent back to the sender.
PLEASE NOTE ALL ITEMS RETURENED WILL BE ASSESSED BY OUR RETURNS DEPARTMENT, ANY ITEM THAT HAS BEEN RETURENED FOR A REFUND OR EXCHANGE WILL HAVE TO MEET THE FOLLOWING STANDARDS.
- Have all tags and Labels attached.
- Be free form stains or odour which includes cigarette, pet or any other odour that would effect the resale of the item
- Be in the original packing that was received with the item
ANY ITEM THAT DOES NOT MATCH THE ABOVE LIST WILL BE RETURENED TO THE CUSTOMER WITH NO REFUND GIVEN. WE HOPE THIS DOES NOT STOP YOU FROM BUYING ONLINE AS WE FELL THESE STANDARDS ARE THE SAME FOR ANY CLOTHING COMPANY IN THE UK MARKET.
How do I return an item?
To return an item please use the address label received with your order. Just pop the details of the return on the returns form that will be located in
the same packaging as your order. Place the item in secure packaging and post the item back to us with your preferred method of postage. (We
strongly recommend you use a Royal Mail Recorded delivery service, as this come with insurance and will require a signature upon receipt at our offices)
Tessuti.co.uk, 43 – 45 Bridge Street Row, Chester, CH1 1NW
Internet orders can only be accepted by posting then to the above address and not by being returned to our stores.
What is your returns policy?
You have 14 working days which begins the day after receipt of the goods. Goods must be returned unopened and undamaged at customer's expense
and a refund, less the original shipping costs will be issued within 30 days of goods return. When returning goods to us please use the returns form
received with your order. Any item received after the 14 day period will be returned back to the sender with no refund made, unless prior
authorisation is given. We reserve the right to claim costs incurred to us on transaction processes incurred by bank authorisation charges.
How long does it take to process returns?
We try our best to process all returns within 5 working days of receiving them.
How long will it be before I get a refund?
Once we have processed your return and issued a refund it can take 2-3 working days depending on your card issuer.
How long will it be before I get an exchange?
Once we have processed your return and dispatched your replacement it can take up to 3-5 working days for it to arrive. All exchanges are dispatched
using Interlink Express delivery service.
Who pays for return postage?
You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you minus our original delivery cost
and will not reimburse the cost of you returning the item to us. If you are returning an item for an exchange we will cover costs for sending the replacement item to you. Postage will only be refunded for faulty items.
Why have you not refunded the delivery charge?
The original Postage & Packaging charges paid by you are non-refundable, unless a item is deemed faulty by one of our customer service team.
You have refunded me the wrong amount.
If you feel you have been refunded an incorrect amount please call us on 01244 405 351 and a member of our customer service team will help rectify any problems.
My order contains a faulty item.
If your item contains a faulty item please follow the returns instructions and send the item back to us, when we receive the item back we will either
credit your account, send you a replacement or send the item back to the manufacturer for repair.
You have sent me the wrong item.
If you have been sent the wrong item please return it back to us and we will send the correct item back out to you and re-imburse any costs you may
have incurred in sending the incorrect item back to us.
Can you confirm you have received my return?
We recommend all items are sent recorded delivery, if you have sent your item recorded delivery you will be given a slip with a tracking number e.g. DH 1234 5678 9GB if you enter this on the Interlink website you will be able to see if the item has been delivered to us and who has signed for the item.
Part of my order is missing?
If part of your order is missing it is likely the case that the item is out of stock. Any item that is out of stock will be refunded immediately and you will
be notified by email.
Contact Us
Can I contact you over the phone?
Yes our telephone numbers are as follows
Tessuti Chester Store 01244 312585
Tessuti Trafford Centre 0161 7486881
Hugo Boss Chester 01244 311511
Jack & Jones Chester 0151 3551105
Jack & Jones Trafford Centre 0161 7475737
Prima Clothing Cheshire Oaks 0151 3572288
Prima Lowry Outlet Mall 0161 8725609
Internet HQ 01244 405351
What email address should I use to contact you?
enquiries@tessuti.co.uk
What is your address?
Our address are as follows
Tessuti Chester Store,
43 – 45 Bridge Street Row,
Chester, CH1 1NW
Tessuti Trafford Centre Store,
129-131 Regent Crescent,
Trafford Centre, Manchester,
M17 8AR
Hugo Boss Chester Store,
37 Bridge Street Row East,
Chester, CH1 1PH
Jack & Jones Cheshire Oaks Store,
Unit 15,
Cheshire Oaks Designer Outlet Village,
Ellesmere Port,
CH65 9JJ
Jack & Jones Trafford Centre Store,
Unit 13, 146 Regent Crescent,
Trafford Centre,
Manchester, M17 8AP
Prima Clothing Cheshire Oaks Store,
Unit 125/126,
Cheshire Oaks Designer Outlet Village,
Ellesmere Port, CH65 9JJ
Prima Clothing Lowry Outlet Mall Store,
Unit G51, The Lowry Outlet Mall,
Salford Quays, The Quays, Manchester, M50 3AH
