To contact our Chester store please call 01244 312 585 and Wrexham 01978 314 975 For purchase and delivery information please call our office on 01244 400 876

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Do you do wholesale goods?

We are licensed stockiest of all our brands and do not buy or sell wholesale goods.

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Delivery

How long does delivery take?

The Majority of orders made before 3pm will be delivered the next working day via Royal Mail Special Delivery service. In certain circumstances some orders may take up to 3-5 days to be delivered.

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How much is delivery?

We charge a flat rate of £4.95 for all orders..

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How do I track my item?

If you would like to track your item please call us on 01244 400 876 and one of our customer service representatives will be happy to help you.

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How do I know if my item has been dispatched?

An automated email is sent to all customers when goods are dispatched.

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What courier do you use?

All of our items are now dispatched using Royal Mail Special Delivery Service.

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Can someone else sign for my delivery?

When Royal Mail arrive to deliver your item someone who resides at the address must sign for the item.

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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.

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What if I'm not home when It's delivered?

If you or a member of your family aren't home to sign for the item then it will be taken to your local Royal Mail depot.

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Payments

Is it safe to order online?

We currently use a merchant company called protx who offer a number of security features. Protx 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.

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Can I use a different payment method?

At this point in time we do not accept any payment method other than those listed above.

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Do you accept Gift Vouchers?

We currently cannot accept gift vouchers online.

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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.

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Do I have to order online?

Currently we can only accept an order online as we do not have the facility to accept payments over the telephone.

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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.

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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 400 876

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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 400 876 and our customer service staff will be happy to answer any questions you may have about the products displayed on our website.

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Where else can I get your products?

Products displayed on our website are available in either our Chester or Wrexham retail stores. To see if an item is in stock in one of our stores please please contact the store on the above contact number

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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.

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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 Protx 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!

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Can I place orders over the phone?

Currently orders can only be placed online.

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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 2 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 400 876

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How do I know if my order was successful?

If you have preceded through the Protx 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)

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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.

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Can I use my discount code more than once?

Yes! You can use your discount code every time you shop at Tessuti.co.uk

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Can I track my order?

If you'd like an update on the status of your order feel free to call us on 01244 400 876.

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I forgot to use my discount code. Can I get the discount refunded?

Yes! If you call us on 01244 400 876 with your discount code ready we can refund the 10% discount for you.

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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 400 876

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Do you gift wrap orders?

At this moment in time we do not gift wrap orders.

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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 400 876

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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 prod

uct page does not add the item to your cart please contact us on 01244 400 876

Other Problems

If you are experiencing any other problems with your Shopping Bag, contact us on 01244 400 876

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I'm having problems with the Protx website.

For any queries please call us on 01244 400 876

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I have technical problem that isn't listed.

If you are experiencing any other problems with our website please contact us on 01244 400 876

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Returns

How do I return an item?

To return an item please pop a note in with the parcel telling us the problem and post it to the following address

Tessuti.co.uk , 14-20 Watergate Street, Chester, CH1 2LA

Internet orders can only be accepted by posting then to the above address and not by being returned to our stores.

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What is your returns policy?

Christmas Returns Policy: You have got until the 7th January 2009 to return your unwanted Christmas gifts, the item must be unworn, unwashed and have all tags still attached. We will process refunds or exchanges on items returned to us.

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How long does it take to process returns?

We try our best to process all returns within 5 working days of receiving them.

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How long will it be before I get a refund?

Once we have processed your return and issued a refund it can take 24 - 48 hours depending on your card issuer.

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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 15 working days for it to arrive as all exchanges are dispatched using First Class post. If you would like us to dispatch your exchanged Guaranteed Next Day please call us on 01244 400 876 to arrange payment for the guaranteed delivery.

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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 re-imburse 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.

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Why have you not refunded the delivery charge?

The original Postage & Packaging charges paid by you are non-refundable

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You have refunded me the wrong amount.

If you feel you have been refunded an incorrect amount please call us on 01244 400 876 and a member of our customer service team will help rectify any problems.

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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.

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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.

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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 Royal-Mail website you will be able to see if the item has been delivered to us and who has signed for the item.

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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. If this is the case please contact us on 01244 400 876 to arrange a refund or an exchange.

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Contact Us

Can I contact you over the phone?

Yes our telephone numbers are as follows

Chester Store 01244 312 585

Wrexham Store 01978 314 975

Internet HQ 01244 400 876

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What email address should I use to contact you?

Enquires@tessuti.co.uk

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What is your address?

Our address are as follows

Internet HQ, Tessuti.co.uk, 14-20 Watergate Street, Chester, CH1 2LA

Chester Store, Tessuti , 14-20 Watergate Street , Chester, CH1 2LA

Wrexham Store, Tessuti , The Old Feathers Hotel, 63 Chester Road, Wrexham, LL13 8BA

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