F.A.Q.s

Payments

HOW CAN I PAY MY ORDER?

At the moment, we support the following Payment options:

PayPal
Credit Card: Visa, Mastercard
Amazon Pay
Klarna
Bitcoin

Paypal

You will be redirected to the PayPal website via a secured connection (SSL encrypted) after placing your order. Payment by PayPal is possible with Visa, Mastercard, American Express, debit advise or giropay and only if you have a PayPal account. If you do not have a PayPal account or if you do not want to register at PayPal, you can easily pay with a PayPal guest-account via credit card or debit advise. Please be aware that the desired shipping address has to be confirmed in your PayPal account.

Credit Card (Visa, Mastercard)

Payment is possible with Visa and Mastercard. Your credit card data is SSL encrypted and therefore transferred via a secured connection.

Amazon Pay

You will be redirected to Amazon

During Checkout, you can enter the code of the Gift card in the designated entry field (“Gift card or discount code”). Please do this before completing the checkout procedure, as we are not able to link your Gift Card or Discount coupon to your order afterwards.

Still have value left on your Gift Card after your purchase? No problem: we do not use a minimum order value for Gift Cards, so you can still use the code with your next purchase. In case the total order amount exceeds the value of the Gift Card or discount coupon, you have the choice to pay the remaining amount using one of the payment methods mentioned above.

HOW CAN I REDEEM A DISCOUNT COUPON OR GIFT VOUCHER?

Received a TSB Gift Card from a friend or loved one? Lucky you! Here’s how you can redeem a Gift Card or Discount Code in the TSB Webstore:

Fill your cart with the items you love and proceed to the first step of the checkout process. Underneath your cart product overview, use the field “Gift Card or Discount code” to fill in the code and click “Apply”. When entering the code, it is recommended to copy and paste the code from the digital version of your Gift Card. This way, you can’t make any mistakes with capital letters or numbers. After adding the code and clicking ‘Apply’, you will see that the Gift Card has been added underneath the Subtotal and Shipping amount. The amount to be paid is automatically and immediately reduced with the Gift card or discount amount.

IS IT SAFE TO ORDER ONLINE?

As security is our main priority, your transaction will always be done using a secured connection (https). Also all credit and debit cardholders are subject to validation and authorization the card issuer/service.

WHAT DO I DO IF I HAVE PROBLEMS with my payment?

Depending on your browser and internet connection, there might be some difficulties you encounter while placing your order.
Don’t worry; if we do not receive a payment, your order will be cancelled so you can always try again.
If you keep having technical problems, please contact your bank for more information. Payment problems are most likely due to insufficient funds or technical card problems.

Shipping Costs & Delivery Times

The shipping costs will be added during checkout based on the delivery address. The rates of some countries (such as Australia, Brazil, USA, …) depend on the total weight of your order, so they will be calculated automatically during checkout (based on the country and the total weight of your order).

Shipping via DHL international (traceable).

*Number of Days: estimates only, it might take longer because of busy periods or other external factors. NON-EU Countries might also take longer because of Customs handling.

**Shipping costs will be calculated based on weight. The rates above are the standard rates for orders up to 2,5kg (freight weight). The shipping rates are calculated during checkout, so you can check the actual rate for your order there. NON-EU Countries: Please also note that respective Import Taxes, TVA, Custom Fees or possibly toll fees will be charged to you upon delivery of your order.

Please note that the delivery times that are provided with your order confirmation are just used to give you a basic overview on the number of business days it takes for an order to be delivered after receiving your order confirmation, but this is definitely not accurate. Thank you for understanding that we have no influence on delivery delays due to safety measures of the customs authorities, or other possible delays. We cannot be held responsible if the delivery time is not respected. If the shipment did not arrive on time, we cannot grant you a refund of the shipping costs on terms of non-compliances.

To calculate the delivery costs, please add any product to your shopping cart, click on checkout and select your country. The delivery costs for your order will then be displayed automatically.

Special Conditions for deliveries to NON-EU Countries:

• Respective Import Taxes, TVA, Custom Fees or possibly toll fees will be charged to you upon delivery of your order. Please refer to our Terms of Service for more information.

Thank you for understanding that we have no influence on delivery delays due to safety measures of the customs authorities, or other possible delays. We cannot be held responsible if the delivery time is not respected. If the shipment did not arrive on time, we cannot grant you a refund of the shipping costs on terms of non-compliances.
**= Some regions may be excluded, please check the complete list during checkout to have an overview of the countries and provinces.
***= The shipping costs are calculated automatically in the checkout based on the weight of your order.

Do you deliver to my country?

Please take a look at the table above to have an overview of the countries we deliver to. The complete list can be checked during checkout. If your country or region is not in the list, unfortunately we are not able to deliver to your country or region yet. We will continue to work hard on adding countries in the future.
Please note that some regions or states are excluded for delivery. If you really want to know if it is possible to deliver to your region or province, please check it during checkout.

Which shipping methods can I choose?

At the moment, we only offer standard shipping via local logistics partners. Please check the overview above for the logistics partner per country.

Sometimes, those logistic partners work together with other local distributors to make sure your order can get delivered on time, so it might occur that you receive your order from another courier service.

How long does it take for my order to be delivered?

When your order is ready to be shipped, you will receive a shipping confirmation by email that includes a tracking link which allows you to track your order. Please allow some time for the status of the shipment to correctly display at the above address.

These delivery times can vary depending on which country you live in, or even the region. Thank you for understanding that we have no influence on delivery delays due to safety measures of the customs authorities.

How do you calculate shipping costs?

Sipping costs are calculated based on the products, packaging and the country you live in. For EU countries, the shipping costs are fixed and you can check the rates for your country in the overview above.
For Non-EU countries, the shipping costs are calculated automatically during checkout based on the total weight of your order and the country you live in. Please note that additional Import Taxes, Custom Fees or possible toll fees are not included in the shipping costs.

Is there a way to track my order?

Yes, once we have received your payment, we will pack your order and ship it as soon as possible. When your order has been shipped, you will receive a shipping confirmation e-mail which includes a tracking link so you can monitor your delivery.

I didn’t receive a shipping confirmation, what’s up with my order?

We always try to process all of our orders as soon as possible but unfortunately, sometimes your order may be delayed because of a high amount of orders we have to process, payment issues, risk verification, …

If you live in Brazil, we need your Tax ID number in order to ship your order. You can add this in the belonging field during checkout.

What happens if I am not at home when my order arrives?

The delivery company will leave a message in your mailbox which states that a delivery attempt was made. You can also find this information then on the tracking link. This message will contain instructions on how to contact the shipping carrier. Normally, there is a second and third delivery attempt foreseen in the next days. After 3 delivery attempts, the order will automatically be shipped back to sender.

In some cases, your order will be delivered at a local post office or parcel shop after the first delivery attempt.

I didn’t receive my order, what can I do?

A good way to start is by checking your tracking link. This should have an up-to-date status of your order so you can check where your order is now.

Please keep in mind that your order may be delayed due to safety measures of the customs authorities and that we have no influence on delivery delays.

If you have received a shipping confirmation and you feel like your order is not delivered within the specified delivery time, please contact our customer service and we will start an investigation with our logistics partner. This may take several days and a refund or replacement shipment can only be executed after this investigation, or after 30 days. Please allow some time for the status of the shipment to correctly display at the above address.

Before contacting us, please make sure you have checked the recent status of your order on the tracking link.