FAQ
1.Who operates tesserastow?
tesserastow is a brand of Locker & Lock Pte Ltd, registered in Singapore with registration number 199003808R.
Registered Address:
33 Ubi Avenue 3, #07-66/67 Vertex Tower, A, Singapore 408868
Email:
bathroom@tesserastow.com
Tel:
+65 67421118
2.Which countries do you serve?
tesserastow currently supplies products to customers in some European countries.
Availability may vary depending on delivery area and local logistics coverage.
3.What products do you offer?
We offer bathroom wall storage products and related home storage items suitable for residential use.
Product information, dimensions, and images are displayed on the website for your reference and purchase.
4.What payment methods do you accept?
We currently accept the following common payment methods:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Some e-wallet payment methods are available at checkout.
Available payment methods may vary depending on the customer’s location and the transaction details at the time of purchase.
5.Are there any hidden taxes or customs fees?
No. All prices displayed on tesserastow include European VAT and import customs clearance fees. You will not be charged any additional fees upon delivery.
6.How long does delivery take?
All orders are processed and shipped directly from our warehouse in Singapore. Estimated delivery time is typically 5 to 12 business days after shipment.
Delivery time may vary depending on the destination region, customs inspection procedures, local courier company operations, weather conditions, or public holidays.
We partner with reliable international logistics networks and postal carriers to provide standard registered shipping with full tracking. For some regions or expedited orders, premium carriers like DHL or FedEx may be utilized.
7.Will I receive tracking updates?
Yes.
During important delivery stages, customers may receive automatically sent email tracking notifications, including:
Order confirmation
Shipping confirmation
Arrival at courier company warehouse
Local delivery progress
Final delivery status
Tracking notifications will be sent to the email address you submitted at checkout.
8.What if my order is delayed?
If your order exceeds the standard delivery time, Locker & Lock Pte Ltd may contact the relevant carrier to check the shipping status.
Once available shipping information is found, we will provide an appropriate solution based on the specific circumstances, including reshipment or refund (if applicable).
9.Can I cancel my order?
Customers located in Europe have a statutory 14-day right of withdrawal from the date of receipt of the goods.
To request cancellation or return within this period, please contact:
bathroom@tesserastow.com
The email should include your order number and relevant contact information.
Please note that for standard returns under the right of withdrawal, customers are responsible for the return shipping costs. Items must be sent back to our designated facility in accordance with our return instructions.
10.What if my goods arrive damaged or the wrong item?
If the goods arrive damaged, defective, or the wrong item, customers should contact customer service immediately upon receipt and provide photos showing the problem.
After verifying the problem, we will provide an appropriate solution, including reshipment or refund.
For confirmed damaged goods, customers may not need to return the affected goods until the problem is resolved.
11.How are refunds processed?
Approved refunds will be credited to the original payment method used for the order.
Refund processing time may vary depending on the customer’s financial institution or payment service provider.
12.How to contact customer service?
Customers can contact us through the following methods:
Locker & Lock Pte Ltd
Singapore Postcode: 33 Ubi Avenue 3, #07-66/67 Vertex Tower, A, Singapore 408868
Email: bathroom@tesserastow.com
Tel: +65 67421118
During normal business operations, we typically review customer inquiries submitted via email within 24 hours.