Payment
Where can I find my invoices?
After you have ordered items, we will always send you an order confirmation email. We will also email you when we ship your order. The email will also include the invoice.
To make things even easier for you, you can find an overview of all your orders and invoices in your personal account. This means all your invoices are in one place and you can view them as often as you like.
1. Go to ‘My Tehava’.
2. Click on ‘Recent orders’
3. You will now see an overview of all your orders.
4. Click on the order for the invoice you want to see.
5. Click on the button: Yes, I would like to receive a new invoice.
6. We will send you an email with the relevant invoice as soon as possible.
My payment has failed or been refused. What should I do?
It can be very annoying if your payment has failed or been refused. Because of privacy regulations we have no insight into the reasons for this. In the event of a failed or refused payment, your order will be cancelled automatically and no payment will be transferred from your account.
Would you still like to place your order? If so, please contact your bank for more information on the failed payment or try to place the order again.
Do you still have questions about a failed or refused order? If so, please contact our Sales Support department.
Ordering
I would like to order products from Tehava
Ordering products from Tehava is very fast and easy. Below, we provide you with more information on ordering.
1. Ordering items
You will find all our products in our webshop. If you press the green button next to the item of your choice, it will be placed in the shopping cart. Then choose whether to continue shopping or pay for the item.
At Tehava, we aim to have our full product range in stock. However, there may be times when products are out of stock. We will be happy to let you know when these products are in stock again. Click on the envelope next to the product that is out of stock. As soon as new stocks arrive, we will email you immediately.
2. Logging in via My Tehava
To pay for your order, you need to log in using your Tehava account. Don’t have an account yet? Go to the ‘Request login’ page. Your personal Tehava account provides a useful overview of all your information, including order history and personal details. Since your personal details, such as the delivery address, are already known to us, you can place your orders very quickly.
3. Check that your order is correct and pay
After logging in to My Tehava, complete your order. Choose the payment type and finally check that the order and details are correct. Then click on the ‘Payment’ button.
When do I know for certain that my order has gone through?
We will keep you posted as soon as we have received your order. In order to provide you with a good service, we will email you an order confirmation after completing the order.
It takes up to one hour to receive this order confirmation. Have you still not received an order confirmation after an hour? If so, please contact our Sales Support department for more information.
Where can I find the details of my order?
‘My Tehava’ includes an overview of all your orders. If you click on an order in the order history, you will find all the information and details. You can also download this information as a PDF file.
Delivery
When will my order be shipped?
As soon as you have placed your order, we will set to work to ship your package. You will receive an order confirmation when payment has been processed. We will send your package on the same working day*. We will send you a shipping confirmation, including an invoice and Track & Trace code. You can use this Track & Trace code to see exactly when your package will be delivered.
*Ordered on working days before 17.00.
How quickly do you deliver?
In the Netherlands and Belgium, if you place your order before 17.00 on a working day, you will receive your products the next day. You can use the Track & Trace code to track the shipment and see when it is likely to be delivered.
What delivery options do I have?
If you opt for standard delivery, we will ship orders of €75 and above completely free of charge. If your order is below the €75 minimum, we will charge € 2.49 for shipping for each order. Shipping costs vary depending on the country of delivery. Go to ‘Shipping and Delivery’ for more information.
I have received the wrong item. What should I do?
We are sorry to hear that you received the wrong item from us. We will happily set the wheels in motion to solve the issue. Under the heading ‘Return requests’ you will find the button 'New RMA Request'. On it, you will find the returns form that you must complete in full. Then click send. Our Service and Guarantee department will process your return request and contact you as soon as possible to solve the issue for you. Of course, we will make sure that you quickly receive the right item.
What is the shipping status of my package?
To enable you to track your package, you will receive a Track & Trace code from us as soon as your package leaves the warehouse. This code enables you to easily see when we will be delivering the package.
Will my order be delivered all together?
Unfortunately, we cannot guarantee this. We may deliver your order in multiple shipments so you do not have to wait too long for the part of your order that is ready. However, you have a choice of whether or not to allow back orders. Please contact our Sales Support department for more information.
I have not received my order. What should I do?
We are sorry to hear that you have not received your order. Of course, we will set the wheels in motion immediately to ensure you receive it as soon as possible. So how do you report it to us? Log in to ‘My Tehava’ and look for the heading ‘Recent Oders’. Then, go to the order concerned and report it as lost. We will respond as soon as possible. If you have any questions about the delivery of your order, please contact our Customer Service department on +31 (0)46 475 21 00 or at info@tehava.com. Make sure you have the invoice for the order to hand. This will enable us to see immediately which order it concerns and provide assistance straight away.
How do I return items?
At Tehava, returning items is easy. To do this, go to the ‘Return requests’ heading. Here, you fill in a returns form. In this returns form, you state the reason why you are returning the item, for example. The more detailed and accurate the information we receive, the faster we can help you. You also fill in the returns form when claiming under the guarantee. When you send the returns form, you will receive an email from us with all the information you need. The Service department will also keep you updated on the status of your return shipment or guarantee claim. They will proactively inform you.
Do you still have questions about a return shipment or guarantee claim? If so, please contact our Service Support department on +31 (0)46 457 27 93 or at service@tehava.com.
How long do I have to return items?
Have you ordered an item from us but would like to return it? It is important to know that you should report the item you would like to return within 48 hours of receiving it. You can use the returns form mentioned earlier to report it. After reporting the return, you should return the product in question to Tehava within eight days.
For returning clearance items, different rules apply. Returning clearance items is not always possible. However, always make a returns report and our Service department will keep you updated on how they can assist you.
The guarantee period very much depends on the brand of the product purchased. When you report a guarantee claim, our Service department will contact you about it. They will let you know if the issue is covered by the guarantee and still within the guarantee period.
What is the return address?
You can find our return address below.
Tehava
Tomeikerweg 31
6161 RB Geleen
The Netherlands
How quickly will you process my return shipment?
As soon as the return shipment arrives, we will set the wheels in motion. We will do our best to process your shipment as quickly as possible. Occasionally, this can take longer because we need to check the products carefully, but you can expect us to process it within three working days. We will notify you by email when this has been done.
Where should I send my return shipment from?
Each return shipment is different – some you can send back yourself and others will be collected by us. We will keep you updated by email. The email will indicate the next steps to take to return the shipment.
How quickly will I receive my refund after returning items?
After receiving and processing your return shipment, we will email you to notify you that it has been fully processed. Based on our Service department's assessment, we will consult with you on the solution.
If we decide to refund the money, it will be transferred back into your bank account as soon as possible. The maximum processing time we apply is 14 days after cancellation of the order. However, we are allowed to delay payment of the refund until we have received the products or until you have demonstrated that the products have been sent.
How do I track my return shipment?
Interested in finding out how to track your return shipment? After handing over the return shipment to the delivery agent, you will receive a Track & Trace code. You can use this code to track your shipment and be sure that we receive the package in good order. If we collect the return shipment, we will proactively inform you when we have received it and set to work processing it.
You have not received my return shipment. What should I do?
If you have not received confirmation of receipt via Track & Trace within five working days, we might not have received the return package. Always make sure you keep the confirmation of receipt and the Track & Trace code.
We advise you to contact our Customer Service department on +31 (0)46 475 21 00 or at info@tehava.com. Have the confirmation of receipt of the return shipment to hand and we will work with you to find an appropriate solution for this situation.
My Account
How do I open an account?
As a Tehava customer, you benefit from numerous advantages. Not only do we offer you the latest products, but also some of the best special offers. Creating a customer account is very simple. Welcome!
Go to our ‘Request login’ page. Follow the steps and carefully complete the form with all of the company information required. When you have fully completed the form, click send. We will process your login request within five working days.
When your request has been approved, you will receive an email at the email address you gave. This will include the information you need to log in at Tehava:
1. Click on the ‘Login’ button in the top right-hand corner of the screen.
2. This will take you to a screen where you can log in. Enter your email address and the password you were sent by email.
3.
When you have successfully logged in, we recommend that you change your password immediately. To do this, go to ‘My account’ and then ‘
Account overview’. Then click ‘
Change password’.
4. When you have completed the above steps, you can start placing orders in our Tehava webshop.
How can I change my details?
Has your store recently relocated or do you have a new telephone number? You can change your company details easily in ‘My Account’. Log in to your account and go to ‘
Personal Settings’. You can also change your password here.
How do you handle my personal data?
At Tehava, we attach great importance to ensuring that your personal data really stays personal. We therefore take great care in dealing with your data. We do all we can to maintain the privacy of your personal data and we never share it with any third party.
Would you like to know more about how we deal with your personal data? Then please read our privacy policy. It gives you all the relevant information. Do you still have questions after reading the policy? If so, please feel free to call our Sales Support department. We will be happy to help you.
Complaints
If you have a complaint about our products or our service, you can contact us at info@tehava.com. We will be happy to be of service in solving the problem. You will receive a detailed response from us within 14 days of receipt of the complaint. If you disagree with the solution or we cannot resolve the problem together, you can put your complaint to the Homeshopping Complaints Committee (Geschillencommissie Thuiswinkel), Postbus 90600, 2509 LP, The Hague (www.sgc.nl). You can also put your complaint to the Complaints Committee via the ODR platform (http://ec.europa.eu/consumers/odr/).
Forgotten or want to change your password
Help, I've forgotten my password!
At Tehava, you can easily request a new password at any time. Go to the login screen by clicking on the login button in the top right-hand corner. Here, you will find the link ‘Forgot password'. Click on it and then enter the email address that you normally use to log in. In a few moments you will receive an email with instructions for resetting your password.
I want to change my password. How do I do this?
Would you like to change your Tehava password quickly and easily? No problem! Log in to your Tehava account and go to ‘Account overview’. Here, you will find all your personal settings. You will also find a ‘Change password’ heading here. Reset your password here.
I want to use a discount code. How does it work?
At Tehava, we make frequent use of discount promotions and codes. Keep a close eye on our webshop and newsletter for the best offers and promotions. This promotion allows you to redeem a valid discount code. It gives you an extra discount on an order or product. Of course, be sure to check the conditions that apply to the discount code.
Using a valid discount code is simple. You enter it in step 1 of the ordering process. At the ‘Shopping cart’ step, enter the discount code where it says ‘I have a promotion code’. The payment overview will then show that the discount has been processed. In this way, you know for sure that the discount has been processed in your order.
Then complete the ordering process and we will ship your order as quickly as possible!
