How do I become a TVSN Member?
Anyone can become a TVSN member and it's free. Here's how to use the Log In page:
- If you already have a TVSN web account:
Simply enter your Membership Number or email address and your password and click Log In. - If you are a TVSN Member but new to the website
Click on Create Web Password and enter the details required to verify your details. Enter and confirm your password, and select if you would like TVSN to send you special offers, updates and information. Then, click Create My Web Account. - If you are new to TVSN:
Click on Create New Account and enter your details in the fields and click Create My Account. You'll then be given a new TVSN Membership Number which you can use on itvsn.com.au or over the phone when you call 13 23 10 or and you’re Licenced to SHOP!
How do I start shopping?
Once you’re Licensed to Shop there are several ways to find what you're looking for: itvsn.com.au is set out just like a normal department store.
‘Fashion’ on the menu bar at the top of the screen. Clicking here will open the Fashion department. Each department has a landing page that features What's New, Best In, Just In, Back In Stock, featured shows and video highlights. When you open the Fashion department, you will find a secondary menu of categories within Fashion.
Choose from one of these categories and you will move to that section within the department. On each page you will see products, which you can view by clicking on the description or image or you can select another category in the menu.
When you know what you are looking for use ‘Search’.
When you know what you are looking for use ‘Search’. Simply enter a word or short description into a Search field and click ‘GO’. You can also enter an item number of a product, and the search function will take you directly to a detailed product page.
The search results may find several items that suit your selection. Simply click on the description or image of something you like and you will be taken to a detailed product page.
How do I make an order?
When you find an item you would like to purchase simply click on the 'Add to Shopping Cart' button on the product's details page. You can have up to 5 items in your Cart at any one time. When you are ready to make a purchase simply click on 'Checkout' at the top of the page. Here you will be prompted to Log In or Create a New Membership (if you have not already logged in). You can not go to the Checkout without completing a Log In.
How do I pay for my order?
tvsn.com.au accepts payment by Visa, Mastercard, American Express and Diners Club. Select your payment method, complete your card details and click on 'complete transaction'. Your order number will be generated, and an email will be sent to your nominated address to confirm the details of the order for your reference.
Easy Payments
TVSN is proud to offer our customers the flexibility to purchase products on a Easy Payment plan without incurring any interest.
Declined Easy Payments
If your credit card is declined for an easy payment that is due we will attempt to submit it to the bank for payment once more. If your card declines on the second attempt, a fee of $8.95 (inclusive of GST) will be charged. Ensuring there are funds in your account when easy payments are due means you will not be charged this fee.
What is Auto Delivery?
Auto Delivery is an easy and convenient way to automatically re-order your favourite items on a shipping schedule, at today’s price for as long as the item is available on the Auto Delivery program. It’s a great way to get your favourites delivered at a price you love and at a price that’s guaranteed for as long as the item ships on Auto Delivery. And it’s EASY - you can cancel at any time!
After placing an Auto Delivery order, you don’t need to re-order the item again. Payment shall only be processed once your item is ready to be dispatched. Future shipments will be charged at your original order price and will be automatically shipped as per the delivery schedule for that product. For example delivery every 60 days, or an additional one off delivery.
Can I cancel my Auto Delivery plan?
Yes! Cancel anytime online in the Auto Delivery Orders section of your account.
You won’t be charged for any future shipments unless your shipment is too far along in the shipping process or has already been dispatched.
How do I return an Auto Delivery Item?
If for any reason you are not completely satisfied, our regular returns policy applies and allows you to send back eligible products within 30 days of the date you received the package for an exchange or a refund of the purchase price, minus the delivery charges. If an item is returned due to product fault, TVSN will refund the delivery charge.
Returning one shipment won’t cancel your entire Auto Delivery plan; you’ll continue to receive future shipments according to the shipment schedule of that product. If you believe an item is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you might be entitled to a remedy under the consumer law (of either Australia or New Zealand). Consumer guarantees do not apply where the product was damaged due to abnormal use or misuse.
Will TVSN cancel my Auto Delivery Plan?
TVSN will aim to deliver your favourite products to you as long as you remain in the Auto Delivery program. TVSN reserves the right to discontinue or cancel your Auto Delivery plan for any reason. (These may include unexpected product availability or lack of payment for last shipment within the program). If for any reason TVSN must discontinue or cancel your Auto delivery, you shall be notified.
What is My Account?
When you become a member of TVSN your account details are stored in My Account. Here you can make changes to your account details such as your delivery address or phone number.
Forgotten your password?
Click on ‘Log In’ and then click on ‘Forgotten your password’ and complete the details. Your password will be emailed to you. Please ensure that your email address is up to date in 'My Account' prior to the request for your password.
What is the Licence to SHOP program?
The Licence to SHOP program is designed to give our shoppers exclusive privileges and an enhanced shopping experience. The program is made up of five levels based on your shopping status: Bronze, Silver, Gold, Platinum and Platinum for Life.
How are the Licence to SHOP points calculated?
- The Licence to SHOP Program is based on your previous 12 month order value.
- Orders placed in the last 40 days are not included in the calculation to allow for the 30 day money back guarantee to run its course.
- The system calculates each customer’s orders at the end of each day.
- Orders placed 40 days ago will be added to total.
- Orders placed 12 months and 40 days ago will drop off.
- The 12 month order value can change daily at the end of each day.
- Reward vouchers can be checked in My Account by clicking 'Order History' and then 'View Voucher Balances'. Unused vouchers will display along with the expiry date. The voucher amount is automatically deducted from any order placed during this period.
- Once the expiry date has been reached and the voucher remains unused, the voucher is removed from your account.
Can I cancel my order?
If for any reason you need to cancel your order, please contact our Customer Care team on 13 23 10 who will cancel your order immediately where possible.
Alternatively, you may also email your request to comments@tvsn.com.au including your member, order and item numbers, however, please be aware that it may take up to 48 working hours to cancel your order through this channel.
If your order has not been processed for despatch, packed or shipped, we will cancel the order and organise for your payment to be refunded.
Please understand that in order to deliver to you quickly, your orders are packed and shipped within a very short space of time and we may not always be able to cancel your order. In this event, you will need to return your order once received and you will be responsible for any postage or courier charges required to make that return.
How do I check my order history?
Log into ‘My Account’ and click on ‘Order History’. You can choose to search by ‘Today’s Orders’, ‘Held Orders’, by order number or product number, by month or by orders that have been despatched. Once you have completed the search, the screen will show you the status of the order, including if it has been paid and despatched.
Can I change the delivery address?
If you have already placed your order and it has not been sent to the warehouse for packing yet, you will be able to change the delivery address of an order. Please contact our Customer Care team on 13 23 10 and they will verify whether this can be done for you.
How will my item be delivered?
In most cases, your order will be delivered by Australia Post within 10 working days of your purchase. All parcels sent with Australia Post are barcoded for easy tracking in the Australia Post system. You will be asked to sign for the item on receipt, and if you are not home at the time of delivery, Australia Post will leave you a card asking you to pick up the parcel from your local post office. You will also be required to sign for the item on collection from Australia Post.
For some over-sized items, TVSN may need to engage a courier to deliver the item directly to your door and you will also be asked to sign for delivery of these items. These items may take up to 14 working days for delivery.
If you do not receive your order within these guidelines, please contact our Customer Care team on 13 23 10 to initiate a trace with the carrier.
How is the postage and handling determined?
Australia Post offers a great service that enables you to receive your orders in a timely and efficient manner.
Where special delivery services (including but not limited to express delivery services, bulky item delivery services or courier services) are required to make delivery, additional charges may apply. Deliveries outside of the metropolitan area (as defined by TVSN) may also incur a regional delivery surcharge in addition to other postage and handling fees. All postage and handling fees will be available prior to customers finalising an order.
How do I return an item?
All you need to do is return your product in its original condition and with all packaging materials intact within 30 days of purchase and you'll receive a full refund on the purchase price, excluding postage and handling. Please click here to read the full terms and conditions of our Returns Policy before you send an item back to us.
The address for returns is:
Australia:
TVSN RETURNS
PO Box 6024
CHULLORA NSW 1405
New Zealand:
TVSN Returns
Private Bag 208048
High Brook
Auckland 2161 NEW ZEALAND
How do I know if my refund has been paid?
While TVSN endeavours to enter your returns as quickly as possible, we ask you to allow us 30 days from the time we receive your return to process your return and refund.
If the refund has not been credited back to your credit card, or if you have not received your refund cheque or replacement item, please contact our Customer Care team on 13 23 10 who will advise on the status of your return.
Auto Delivery FAQ's
-
What is Auto Delivery?
Auto Delivery is an easy and convenient way to automatically re-order your favourite items on a shipping schedule, at today’s price for as long as the item is available on the Auto Delivery program. It’s a great way to get your favourites delivered at a price you love and at a price that’s guaranteed for as long as the item ships on Auto Delivery. And it’s EASY - you can cancel at any time!
After placing an Auto Delivery order, you don’t need to re-order the item again. Payment shall only be processed once your item is ready to be dispatched. Future shipments will be charged at your original order price and will be automatically shipped as per the delivery schedule for that product. For example delivery every 60 days, or an additional one off delivery.
-
Can I cancel my Auto Delivery plan?
Yes! Cancel anytime online in the Auto Delivery Orders section of your account.
You won’t be charged for any future shipments unless your shipment is too far along in the shipping process or has already been dispatched.
-
How do I return an Auto Delivery Item?
If for any reason you are not completely satisfied, our regular returns policy applies and allows you to send back eligible products within 30 days of the date you received the package for an exchange or a refund of the purchase price, minus the delivery charges. If an item is returned due to product fault, TVSN will refund the delivery charge.
Returning one shipment won’t cancel your entire Auto Delivery plan; you’ll continue to receive future shipments according to the shipment schedule of that product. If you believe an item is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you might be entitled to a remedy under the consumer law (of either Australia or New Zealand). Consumer guarantees do not apply where the product was damaged due to abnormal use or misuse.
-
Will TVSN cancel my Auto Delivery Plan?
TVSN will aim to deliver your favourite products to you as long as you remain in the Auto Delivery program. TVSN reserves the right to discontinue or cancel your Auto Delivery plan for any reason. (These may include unexpected product availability or lack of payment for last shipment within the program). If for any reason TVSN must discontinue or cancel your Auto delivery, you shall be notified.
How do I Subscribe or Unsubscribe to the TVSN email newsletter?
To subscribe to the TVSN email newsletter click here.
Contacting TVSN
Whether it's a customer query or a suggestion you'd like to make, your feedback plays an important part in the ongoing development of tvsn.com.au.
By email: comments@tvsn.com.au
By phone: 13 23 10
By mail:
Australia:
TVSN Channel Pty Ltd
Locked Bag 5012
FRENCHS FOREST NSW 2086
New Zealand:
PO Box 106438
Auckland Post
Auckland 1143
