i. General Enquiries


For all further inquiries, please do not hesitate to contact us via email at


ii. Online Payment


Do you keep my credit card details?
We do not retain your credit card information after your order is completed; it is submitted directly to our banks.


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


Why would my payment be rejected?

Check with your bank to ensure there are funds available to pay for your order.

Secondly, if you are using a MasterCard or Visa credit or Debit card to pay your order, we suggest you confirm that your card is activated and that your 3D secure details have been entered correctly.


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 checkout, 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?

You can order quickly and easily through our sites by clicking 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).

Every 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 content. 

You may remove an item by clicking the bin icon next on each product.

If you have logged in to our sites you will be able to see your saved product list(s) from your last visits.


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 make the payment you will not be able to cancel or change your order.


Is my order secure?

We guarantee that shopping with us will be a safe and secure experience. Your personal details are protected with the highest security standards.

All transactions are covered by our online payment gateway privacy policy and the site can secure 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:


iii. Online Shopping


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

1. Choose the product you want and proceed to Checkout

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

3. Place your order

4. 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 the products have been shipped.


Will I receive an order confirmation after placing an order?
An immediate confirmation with order summary will be sent via email. Order tracking email notifications will also be sent to keep you updated frequently 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 to the order. We advise that you carefully review and modify your order before payment submission.


How can I cancel my order?
Once your order has been submitted successfully and payment is received for your purchase, no further changes can be made. We advise that you carefully review and modify your order before payment submission.


What do the order statuses PENDING PAYMENT, CANCELLED, PROCESSING and COMPLETE mean?
PENDING PAYMENT: Awaiting payment confirmation.

CANCELED: Cancelled by an admin / the customer or payment failed.

PROCESSING: Payment received and the stock has been reduced. The order is awaiting fulfillment.

COMPLETE: Order fulfilled and the tracking code is available.


iv. Account Registration And Password Retrieval


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


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 e-mail address and we will immediately send a temporary password to you. Once you have successfully accessed your account, remember to update your password immediately.


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


v. Promotion And Discount


How do I apply 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 my discount code could not be applied to my order?

Please ensure you fulfill the requirements to use the code.

Check if the code has a minimum order amount

Check if the code is only for the first-time customer

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

Check the expiry date of your code


My discount code was invalid from the order

Ensure the code is not for first time customer only

Ensure the code has not been used before


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

Typically, only one of Discount or Credits can be used with an order. Discount is one-time use only unless otherwise stated. Discount is not valid with sale items or with any other discount or promotion. If you believe this is not the case or have other troubles using a discount coupon-code or credits, do not hesitate to contact us: