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Tessuti Helpdesk



Frequently Asked




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.

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Do you have a shop?

We currently have two retail stores located in Chester and Wrexham.

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How do I contact your stores?

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 405 351

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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

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 or APC Overnight. In certain circumstances some orders may take up to 3-5 days to be delivered.

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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.

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How do I track my item?

If you would like to track your item please call us on 01244 405 351 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 Interlink Delivery Service.

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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.

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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 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.

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Payments

Is it safe to order online?

We currently use a merchant company called sagepay who offer a number of security features. SagePay 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 are still not sure about purchasing online please call our customer service team who will be happy to accept payment over the telephone. (Please note goods purchased over the telephone will only be able to be posted to the billing address of the card used. If you wish to have a alternative delivery address you MUST place your order online.)

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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?

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.

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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 405 351

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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 405 351 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 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 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!

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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 405 351

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How do I know if my order was successful?

If you have preceded through the SagePay 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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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

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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 405 351

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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 405 351

Other Problems

If you are experiencing any other problems with your Shopping Bag, contact us on 01244 405 351

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I'm having problems with the SagePay website.

For any queries please call us on 01244 405 351

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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 405 351

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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, 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?

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.

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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 Interlink delivery service.

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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-imbrues 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.

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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.

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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 405 351 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 Interlink 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. Any item that is out of stock will be refunded immediately and you will be notified by email.

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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 405 351

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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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