Questions about payment and ordering
I'm new, how do I order?
What cards do you accept?
What currency do you use?
Can I pay by any other method?
Is it safe to order online?
When Will I be charged?
Do you have a catalogue, brochures etc about the products?
Do you have Shops?
Can I Contact you by Phone?
Questions about delivery charges and destinations
Can I pick up my order from your warehouse?
Do you deliver to my country?
Do I have to pay import charges?
Which courier company do you use?
What if I am at work when the courier tries to deliver?
When will my order be delivered
Questions about a product
I need more information about a product
Technical Problems
During registration, I can't get past the 'find address' part.
My email address/password is not recognised
I'm having trouble with my basket
I am told that my card has expired, even though the expiry date is in the future.
Questions about your order
Can I change my order?
Can you confirm you've received my return?
Can I cancel my order?
I'm not going to be in when you deliver my parcel. What will happen?
My order is a gift for someone. Can I add a message to it?
'You haven't replied to my query'
Where is my order?
Returns
I need to return a product?
How long will it take to refund me?
Do I have to pay for return postage?
Why have you not refunded the delivery charge?
Questions about payment and ordering
I'm new, how do I order?
The products you see are available to buy online. Simply click on the product you wish to buy, select the quantity required and click 'add to basket'. You can then go back and add additional items to your basket or 'proceed to checkout'.
Please note you will need your credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent). For details please read paragraph Terms of Use.
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What cards do you accept?
We accept the following major Credit Cards
Visa, Mastercard, Eurocard, Delta, American Express, Switch, Maestro, Solo and Electron.
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What currency do you use?
All our prices in UK Pound Sterling (GBP)
We accept payments in UK Pound Sterling (GBP)
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Can I pay by any other method?
We accept payment by Credit Card, Charge Card or Debit card on the Internet.
We also accept payment by cheques or postal orders.
Please note we DO NOT accept the following payment methods:
Payment on Delivery
Installments
Splash plastic
Bank Transfer
Laser Card
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Is it safe to order online?
Yes, we use secure, reliable credit card transaction processing from Barclays Bank PLC. it is 100% safe as it utilises industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:
Authentication this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
Data Integrity - this checks the data being transferred to ensure it has not been altered.
Please read our TIANA Security Payment Guarantee.
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When will I be charged?
When you reach the final billing page and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account.
If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.
If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.
If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few time.
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Do you have a catalogue, brochures etc. about the products?
We always enclose our company leaflet with full information about our products with your order.
TIANA Ltd will provide you with additional product information on your request, please contact us with your query by e-mail: info@tiana.eu
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Do you have Shops?
No, we do not have our shops, we supply our products to supermarkets, wholesales and catering sector and the food production industry. As per our customers numerous requests we open our Internet Retailer so that we can deliver our TIANA products to most countries.
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Can I Contact you by Telephone?
We prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you. Please note that in surveys, our customers have overwhelmingly and consistently said they wanted cheaper prices over anything else.
Contact us on 0208 864 9669 to place orders over the telephone.
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Questions about delivery charges and destinations
Can I pick up my order from your warehouse?
Unfortunately it is not possible to pick up orders from our warehouse.
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Do you deliver to my country?
We deliver to most major countries. We will make all efforts to arrange delivery as requested.
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Do I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
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Which courier company do you use?
We use Royal Mail, Parcelforce and Pods Express for deliveries within the UK. We use Parcelforce and Pods Express to Europe and Rest of World.
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What if I am at work when the courier tries to deliver?
If you out the courier will leave a card with information on your parcel where or when you can collect your parcel. The courier will attempt to leave your parcel with a neighbour if you are out, or failing this, in a safe place, out of sight and the elements.
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Questions about a product
I need more information about a product
We include as much information as possible about a product on the product page itself. If you have a specific question please contact Customer Services with your query.
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Technical Problems
During registration, I can't get past the 'find address' part.
If the pop-up window appears to freeze it is likely that your Internet Browser is not fully up to date and we suggest running Microsoft's Windows Update to install the latest updates.
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My email address/password is not recognised.
Maybe you registered with another email address? It is often the case that people forget which email address they used to register with us. You must use the exact email address and password combination with which you first registered in order to log back in to the site.
Maybe you have forgotten your password? If so we can send you your password to the email address you registered with. Just fill in the box by 'Forgotten Your Password?' on the login page.
If these are not successful or you have other email address or password related problems please contact Customer Service with your query.
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I'm having trouble with my basket
The most common resolution for this problem is to delete the cookies on your PC and try again. To do this, please click on the 'Tools' tab at the top of your Internet Browser, and then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further basket problems.
Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.
If this is happening to you, it may be because you are using the 'back' button on your browser, rather than the links in the website itself. Please try again using the 'continue shopping' button on the basket page and then only click on links within the TIANA website. Do not use your 'back' button or any other button on your browser if you can help it.
If these problems persist please contact Customer Service
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I am told that my card has expired, even though the expiry date is in the future.
This problem occurs when the date set on your own PC is wrong. Please check the date is correct (double click on the time at the bottom right of your screen) and then try placing your order again.
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Questions about your order
Can I change my order?
If your order has not yet been dispatched then it may be possible to amend it.
Please note that we can only: Cancel product from your order or cancel your entire order and Change delivery details.
Unfortunately once submitted it is not possible for us to: Add products to your order.
To change your order please contact Customer Service with your Order Reference Number and include details of the amendment(s) required. Customer Service will then reply to your e-mail to either confirm that the amendment has been processed, or to advise if it has not been possible to amend the order for any reason.
If your order status has been dispatched, no order amendments are possible. You will need to return the order to us.
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Can you confirm you've received my return?
Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.
Please note that we usually process a refund or exchange within 3-5 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 5 working days have passed since we received your return.
If it has been more than 5 working days since we received your return please contact Customer Service
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Can I cancel my order?
You can cancel your order purchased from TIANA, for a full refund.
Order cancellations must be made in writing, quoting your Order Reference Number, within 7 days to Customer Service. Please read Returns and Cancellation Procedure.
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I'm not going to be in when you deliver my parcel. What will happen?
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.
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My order is a gift for someone. Can I add a message to it?
Unfortunately this is not a service that we provide at this time. If you are ordering for delivery to an address other than the billing address, as is often the case with gifts, the invoice will be sent to the billing address so if the order is a gift the recipient will not see how much was spent on the order.
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'You haven't replied to my query'
It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic.
If you have not received a reply from our Customer Service team within 2 working days, please contact Customer Service stating your secondary email address or a family member's or trusted friend's email address. Please include YOUR Name, registered TIANA email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.
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Where is my order?
We aim to deliver Standard Delivery orders within 3-5 working days.
Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you contact Customer Service requesting Next Working Day service which we can provide on your request at extra charge.
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Returns
I need to return a product?
If you are not completely satisfied with your purchase, simply return the product or products to us in their original condition within 7 working days of receipt. We will issue a full refund on receipt, or exchange the product if preferred.
For more details, including the returns address, please refer to our Returns Policy
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How long will it take to refund me?
Before contacting us, please take note of the timescales required to process a refund. Please allow 3 working days from receipt of a return for us to process a refund.
Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent).
After receiving the return confirmation email, please allow further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 3 Working Days).
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Do I have to pay for return postage?
If you are returning a product or products to us for a refund or an exchange then the cost of returning the product to us is your responsibility.
Please note that the product is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the products.
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Why have you not refunded the delivery charge?
Delivery charges (the cost you originally paid to have the order delivered to you) are non refundable so you will be refunded the full value of the products returned less the delivery charge.
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