FAQ


Product

Is your clothing still made in Vancouver? If so, how can it be so affordable?

Yes, we still manufacture in Vancouver, BC at an ethically run facility that does exceptional work. We've taken some pretty drastic measures to be able to provide ethical, high-quality clothing to our customers at affordable prices. To read more about this, see our About page.

Will your clothes look good on me?

Yes! We design our clothes to be universally flattering and "easy" to fit. This means our products are specifically designed to be uncomplicated and forgiving so you can order online with confidence. Our goal when designing clothes is to create styles that compliment real women's figures, no matter the shape or size. Want more proof? See our Testimonials page to find out what actual customers have to say.

How do I know what size to order?

Every product page also has a size chart, and we recommend taking your own measurements to make sure you get the right fit.

Because every person has their own preferred fit, we don't attempt to tell you what size you should order. That's why our size charts simply list the measurements of the clothing itself for each size. You simply need to compare your own measurements to that of the clothing and make your own informed decision.

If you've followed those steps and you still have questions, or are still unsure what size to buy, we are here via email 24/7 at hello@tessahughes.com.


RETURN POLICY

Can I return my order?

Items in their original condition (unworn/unwashed) can be returned for a full refund, provided you contact us within 14 days of receiving the item.

We do have some (reasonable) stipulations on this policy, so please see our Return Policy page for more details on how it all works.

What if something comes damaged or I get the wrong item?!

We 100% stand behind our product quality and want you to be happy with your order. If you receive an item that is incorrect, damaged or has a manufacturing error, please email hello@tessahughes.com within 14 days of receiving your package and we'll arrange a refund or replacement (subject to availability).


ORDERING

Is your website secure?

Yes, we use SSL security technology to ensure our website is secure. 

What is SSL?

Secure Sockets Layer, or SSL, is a technology that secures the connection between your browser and the website you’re visiting. This is why you see the URL beginning with https://, instead of http://, and a green, closed padlock icon. This allows you to navigate our website and submit information through a secure connection.

SSL provides three important security benefits:

  • Privacy: Encrypts the connection between the browser and web server and securely transmits information (like login credentials) to prevent unauthorized parties from eavesdropping.
  • Data integrity: Prevents unauthorized parties from altering data during transmission (like during a Form Block submission).
  • Authentication: Protects against impersonation by requiring web server proof of identity.

What forms of payment do you accept?

We accept Visa, Mastercard and American Express using our secure payment processor, Stripe.

Why don't you accept Paypal anymore?

Unfortunately, our experience is that Paypal has excessively high fees, and as a part of our new pricing structure we had to eliminate this payment option. We apologize for any inconvenience this may cause.

What's the status of my order?

If your order was a pre-order, you can check the original product listing for an estimated ship date.

If you've ordered an in-stock item, you can check your inbox for the shipping confirmation and tracking number. Please allow 1-2 business days for us to process your order prior to shipment.

Please note on basic USA shipping, no tracking number is provided.


SHIPPING

Do you ship outside the USA / Canada?

Due to logistical restrictions, we can only ship to Canada and the continental United States at this time. If you are outside those areas be sure to sign up for our emails so we can let you know when we expand!

What are your shipping rates? Can I get free shipping?

Because of our bare-bones pricing structure, we cannot offer free shipping at this time. Our current shipping rates are as follows:

Canada:

We charge a flat rate of $13, ship times are 2-7 business days and vary depending on location. We offer the option to use the Xpresspost 2 day option for $20.

Continental USA

Flat rate of $15 for no tracking, $20 with tracking, $25 for expedited, and $40 for rushed shipping. More details on ship times will be given at checkout. For orders that come with tracking, your shipping confirmation email will come with a tracking number you can use to track your package.

Please allow 1-2 business days for your order to be packed and processed prior to shipment.

Your shipping rates used to be lower, what gives?

As stated, with our new low-cost business model, we simply cannot afford to give discounts of any kind on shipping. Shipping from Canada is shockingly expensive and in the spirit of transparency, we've decided to keep that cost as accurate and up-front as possible.

We'd encourage you to check the rates for yourself to see what we mean. If you go to Canada Post's website and click get an estimate you'll get a pretty accurate idea of what we pay as a small business, (we do get a 5% discount, which amounts to about $.70 per package).

I've already placed an order, but I need to change my address!

If your order hasn't shipped yet, reach out to us at hello@tessahughes.com and we will update your address on file.

I live in Edmonton! Do you offer free pickup??

Yes, we do offer a free pickup option for locals! Simply check "FREE PICKUP" at checkout and email us to arrange a time that works for you.


OUR COMPANY

What's the difference between tessa.store and tessahughes.com?

With the launch of our new website and brand under the name "Tessa", we've taken all our core values for ethical manufacturing and practical style, and simply cut our costs so that we can give you the same quality at a lower price point. So in effect, this website and brand is replacing the old one.

To sum it up, you get the same product quality and brand, and new lower prices.

I really loved a product you used to sell on tessahughes.com. Are any of those going to be available on your new site?

At the moment, we are focusing on creating new pieces, however there is a chance we'll be re-releasing some of our classic "Tessa Hughes" items in new fabrics / styles, so the best thing to do is to stay in touch via. our email list or Instagram to see what comes next :)

Where can I find out more about your company?

To find out more about what we're all about, check out our About section.