SHOPPING FAQS

i. General Enquiries

For all inquiries, please contact us via email at ask@tisserand-sg.com. We endeavor to reply within 2 working days of your enquiry.

ii. Online Payment

Do you keep my credit card details?

We do not retain your credit card information after your order is completed

How do I know if my payment was successful?
Upon successful payment, you will receive an on-screen prompt to inform you that the payment has been received. You will also receive an invoice and a payment confirmation from the online payment portal via email. Alternatively, you may check the status of your order via My Dashboard.

What is 3D Secure?

3D Secure is a security feature which ensures payments using certain credit and debit cards are authenticated by the cardholder with their bank at the time of the transaction. 3D Secure is the common name for the technology behind MasterCard SecureCode (MSC) and Verified by Visa (VbV)

Your 3D Secure password is set up between you and your bank to further secure transactions made over the internet. If your card is enrolled with 3D Secure, during the payment procedure you will be prompted by your bank to enter a unique password to verify that the transaction is authorized by the card owner before completion.

For instance:

After submitting your MasterCard or Visa Credit or Debit card details at check-out, you will be prompted to key-in a unique security code which you will receive via SMS from your bank. This special security feature is a 3D Secure code.

Failure to submit details of your payment or password correctly will result in an unsuccessful online transaction.

For further assistance or inquiries, please do not hesitate to Contact Us.

How do I place an order?

As you browse through our site, click ADD TO CART on products which you’ll like to purchase.

There are a few ways to add the product that you wish to purchase into your Shopping Cart:

From the Store Page (no quantity selection).

From the Quick View of every product (with quantity selection).

From every product Individual Page (with quantity selection).

Each time you add a product to your Shopping Cart, you will see a drop down box (mini-cart) at the top right corner indicating your Shopping Cart update.

You may remove an item by clicking (x) on each product.

If you are logged on to our site, you will be able to see your saved product list(s) from your last visits.

How do I re-order from my previous purchase?

To re-order from your previous purchase:

Your purchase history is being stored here.

Click on VIEW ORDER for details, and REORDER to make a repeat purchase on the same order again.

Please make sure you are logged on to the system to capture all your purchase details.

What should I do if I have placed a duplicate order by mistake?

Please go to MY ACCOUNT > MY ORDER to view your orders.

If you see a duplicate order, kindly email us immediately. Once we receive your information, we will cancel your order and refund the full amount on your duplicate order without any additional charges.

If the duplicate order has been shipped and received, you will be refunded in full when the order is returned to us.

Can I place an order via phone, fax or email?

No. We do not accept phone, fax or email orders. All orders must be placed online.

How do I cancel an order?

Once you check-out and payment is made, you will not be able to cancel or change your order.

Is my order secure?

We guarantee a safe and secure experience. Your personal details are protected by the highest of security standards.

All transactions are covered by our online payment gateway privacy policy, and the site secures your private information using an SSL Certificate.

Information exchanged with any address beginning with https is encrypted using SSL before transmission.

If you have any questions or concerns, please email us: ask@tisserand-sg.com

iii. Online Shopping

How can I make an online purchase without an account on the Tisserand website?

Choose the product(s) you want and proceed to Checkout

At Checkout, enter your delivery information and choose your payment method

Place your order

You will receive an order confirmation from Tisserand website; and a payment confirmation email from the payment gateway

How do I track my order status?

You will receive an email notification once your order has been shipped.

Will I receive an order confirmation after placing an order?
An immediate confirmation with your order summary will be sent via email. Order tracking email notifications will also be sent to keep you updated on your order status.

Can I change or cancel an item in my existing order?
Once you have confirmed your order and finalized payment, no changes can be made. We advise that you carefully review your order before payment submission.

How can I cancel my order?
Once you have confirmed your order and finalized payment, no changes can be made. We advise that you carefully review your order before payment submission.

What do the order statuses PENDING PAYMENT, CANCELLED, PROCESSING and COMPLETE mean?

PENDING PAYMENT: Awaiting payment confirmation.

CANCELLED: Cancelled by customer / payment failed.

PROCESSING: Payment received. The order is awaiting fulfilment.

COMPLETE: Order is fulfilled and tracking is available.

iv. Account Registration And Password Retrieval

How do I register on the Tisserand website?
Click on the Login / Register button on the top left corner of the website and you will be directed to an online registration form.

What happens if I forgot my password?
Click on the Forgot Your Password link in the Sign In page. You will be directed to the password retrieval page. Enter your registered e-mail address, and a temporary password will be sent to you. Once you have successfully accessed your account, please update your password immediately.

How do I change my contact or address details?
You can change your details by going to My Account > My Dashboard page.

v. Promotion And Discount

How do I apply a discount code?

Enter your Discount code in the 'Enter Promo Code' box on the Cart Page. Please ensure the code you entered matches exactly with the one you have received (Discount Coupon codes are case sensitive). Click 'APPLY' button after entering your code.

Why is my discount code not applied to my order?

Please ensure that your order fulfils all terms & conditions of the specific code, including, but not limited to the following:

Check if the code has a minimum order amount

Check if the code is only for first-time customers

Check if the code is only valid for certain Products or Brands

Check the expiry date of your code

Ensure that the code has not been used before

Why is my discount/credits not reflected in the total?

Typically, only either Discount or Credits can be used with an order. Discount codes are one-time use only, unless otherwise stated. Discount is not valid with sale items or with any other discount or promotion. If you encounter any difficulties with using discount code/credit, please do not hesitate to contact us at ask@tisserand-sg.com.