customer care
All international returns are sent to our New Zealand warehouse.
All returns from within Vietnam are sent to our Ho Chi Minh City studio.
We want to make sure you are 100% happy with your online purchase, if for any reason you are unsatisfied you may return the item/s you have purchased for a refund or credit note providing you meet the following conditions:
- The item/s are shipped with the Returns Form in their original packaging and are returned to us within 21 days from their delivery date. We suggest that all items should be tried on as soon as they are received to ensure you are able to return items within our timeframe.
- Item/s must be returned in original condition, unworn, unaltered, unwashed and with their tags attached.
- Items must be free from makeup and perfume, so please be mindful of this when trying them on.
Return shipping method and associated costs are the responsibility of the customer. Sorry we cannot take responsibility if your parcel gets lost on its way back. We encourage you to return your item/s via registered or traceable postal services. Return parcels remain the responsibility of the customer until received by TESS JEAN.
Original shipping charges are non-refundable unless the item is deemed as faulty.
TESS JEAN reserves the right to deny refunds if the item/s does not meet our returns policy once assessed.
FULL PRICE ITEMS
Full-priced items purchased online may be returned for a credit note or refund provided they are returned within 21 days from delivery and meet the return policy above.
SALE ITEMS
Items that have been marked down or are purchased during a promotional sale using a coupon code or discount applied at checkout can only be returned for a credit note valid for 12 months from date of issue. Sale items must be returned within 21 days from delivery and fit the return policy above. We do not offer refunds on any sale items.
Item/s marked as “Final Sale” during a sales period have a strict no returns or refunds policy, unless the item is deemed as faulty.
Customers who have used our Welcome 10% Off Sign Up Offer can return for a refund or credit note.
PRE ORDER ITEMS
Items ordered on Pre Order are considered as sold and a “Pre Order” order cannot be canceled.
Tess Jean standard Return Policy applies to all Pre Orders.
INTERNATIONAL CUSTOMERS
All international returns outside of Vietnam are sent to our New Zealand warehouse.
Please send your return to:
TESS JEAN Returns
13A Motueka Quay
Motueka 7120
New Zealand
VIETNAM CUSTOMERS
All returns from within Vietnam are sent to our Ho Chi Minh City studio.
Please send your return to:
TESS JEAN Returns
57/36 Le Van Luong,
Phuoc Kien
Nha Be
Ho Chi Minh
- Please email us within 3 days of receiving your item/s at returns@tessjean.com with your order number, full name and the reason as to why you wish to return your item/s.
- Return the item/s to us within 21 days from their delivery date.
- Read our Returns Policy to check your order is valid for a return. If you are unsure please reach out to us at returns@tessjean.com for assistance.
- Fill in the Return Form included in your parcel.
- Carefully pack your return item/s in the original packaging.
- Enclose the Return Form.
- Take your parcel to the nearest post office and send it to the return address.. TESS JEAN is not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number before sending.
Once we receive your item/s, they will be assessed. Once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We try to process refunds as soon as they are received but please allow up to 5 business days for returns to be processed. You will receive a confirmation email from our team once finalised.
We are so sorry if an item you received is not in perfect condition. So we are able to best assist you please email your order number, images of the fault and a small description to returns@tessjean.com. We will look to remedy the situation with the option of a replacement (if stock is available) or give you a refund or credit note upon receiving your faulty item back.
We’re sorry we cannot cover any return shipping costs. The return shipping method and associated costs are the responsibility of the customer. We encourage you to return your item/s via registered or traceable postal services for peace of mind as return parcels remain the responsibility of the customer until received by TESS JEAN.
Once we receive your item/s, they will be assessed. Once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We try to process refunds as soon as they are received but please allow up to 5 business days for returns to be processed. You will receive a confirmation email from our team once finalised.
Due to the limited nature of our pieces, we currently do not offer exchanges. If you would like a different size or item, we recommend that you purchase the new item and follow the returns process for a refund.