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 $4.95 (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.
Waitlist FAQ's
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What is Waitlist and how does it work?
You now have the opportunity to order certain items that are currently out of stock using our Waitlist service. Waitlist allows you to place an order, and if the item returns to stock within 90 days, we will automatically ship it to you, honouring the original price. If it doesn’t, then we’ll cancel the order. Payment will only be charged once the item is dispatched.
Waitlist will be available to you both online and over the phone. On-screen messaging will let you know if this service is available on a specific product.
How do I Subscribe or Unsubscribe to the TVSN email newsletter?
To subscribe to the TVSN email newsletter click here.
How do I delete my customer account?
If you have any concerns with your account, please feel free to reach out to us.
Australian Customers
Phone: 13 23 10
New Zealand Customers
Phone: 0800 101 301 (NZ)
If you have any queries regarding our data retention, please see our privacy policy.
Protecting Your TVSN Account
The safety and security of our customers' data is of the upmost importance to TVSN, and we have recently become aware that some TVSN customers have been thevictim of “credential stuffing”.
“Credential stuffing” is where:
- Customers use the same username and password across multiple websites.
- The username and password combination is stolen or obtained from a data breach or hack from one website.
- The stolen or compromised username and password is then used to try to log into other websites where it may have been reused, and then fraudulent transactions are made using stored payment methods.
We are sharing this communication with all customers to highlight the importance of ensuring they have a unique, strong password for their TVSN account that is not re-used on other websites, and if in doubt, to change their TVSN password immediately.
TVSN has not been the subject of a data breach and its security systems have not been compromised. However, if a TVSN customer has had their username and password stolen from another website unrelated to TVSN and they re-used that password on TVSN, then their account may have been accessed.
TVSN's security systems remain effective to protect customer data and information, and there has not been any data breach at TVSN.
TVSN does not store credit card information in customer accounts and no credit card information has been accessed.
However, we have identified a small number of customer accounts and personal information that were accessed by credential stuffing, for the purposes of making unauthorised transactions.
We have cancelled all identified fraudulent transactions and remain vigilant and continue to review all transactions and activity. We are processing refunds as soon as we identify and confirm unauthorised transactions. If you notice any unauthorised activity on your account, we encourage you to contact us on the details below as soon as possible. Otherwise, you do not need to take any action as we are proactively contacting the small number of customers we believe were affected.
FAQs
What is credential stuffing?
“Credential stuffing” is where:
- Customers use the same username and password across multiple websites.
- The username and password combination is stolen or obtained from a data breach or hack from one website.
- The stolen or compromised username and password are then used to try to log into other websites where it may have been reused, and then fraudulent transactions are made using stored payment methods.
Was TVSN the subject of a data breach or hack?
No.
TVSN's security systems remain effective to protect customer data and information, and there has not been any data breach at TVSN.
TVSN does not store credit card information in customer accounts and no credit card information has been accessed.
However, we have identified a small number of customer accounts and personal information that were accessed by credential stuffing, for the purposes of making unauthorised transactions.
This was only able to occur because a customer re-used their username and password for TVSN on another account unrelated to TVSN, and that unrelated account was the subject of a data breach or hack.
How do I know if my account was accessed?
Customers may be alerted to, or become suspicious of, unauthorised access to their account, by any of the following:
- Charges on your credit card account for transactions they did not authorise.
- Receiving an order confirmation or shipping notification for a transaction they did not authorise.
- Receiving a “resent password” link for your TVSN account when you have not tried to log in.
- Seeing changes in delivery address or email address when logging into your TVSN account.
Is my credit card compromised?
No
Credit card number, expiry date and CCV are not stored within TVSN customer accounts and payment details cannot be accessed from within a customer’s TVSN account.
Some customers elected to save a payment method that allowed it to be used for future transactions– out of an abundance of caution, we have temporarily disabled this function and will require customers to enter their credit card details for all transactions.
What actions has TVSN taken?
As soon as we became aware of possible unauthorised activity we commenced our investigation and incident response processes, and commenced communicating with our customers.
We are conducting a detailed investigation and analysis of all activities on our TVSN website and customer accounts, and that investigation is ongoing. We will continue monitoring throughout the coming days, and if necessary weeks. We have also notified cyber law enforcement authorities and will cooperate with them on this matter.
We have immediately disabled use of any saved payment information for future transactions so that customer must enter payment information for each transaction, and we are proactively contacting any customer we suspect may have had their details compromised.
We are currently working with impacted customers who notify us of unusual activity, or who we have proactively contacted. We are providing specific recommendations to these customers and appropriate support.
Where fraudulent orders have been placed, we will attempt to cancel the unauthorised order prior to shipping. We are confident that all existing fraudulent transactions have been cancelled. In all cases where fraudulent activity has been identified, a refund will be processed immediately on confirmation of the fraud.
We contacted all our customers encouraging them to change their passwords.
Where unauthorised access to an account was identified or suspected, we have reset the password to the account. If a customer’s password has been reset, the customer will need to set a new password. We will discuss this with impacted customers when we contact them.
As a reminder about online safety, we will never call, text or email you asking:
- For sensitive personal information such as your credit or debit card details;
- For your TVSN password;
- To send or receive funds using cryptocurrency;
- To meet via a video conferencing service; or
- To connect to your personal device through remote access.
What else do I need to do?
Unfortunately, cyber incidents of this nature are increasingly common across all industries both in Australia and globally.
We encourage customers to:
- Remain alert to suspicious links and attempts to solicit personal information from them (including by email, phone, text, or post).
- Regularly update their passwords with strong passwords, avoiding re-using the same password across multiple websites and platforms.
- Review their TVSN account purchase history and bank statements, looking for unexplained transactions.
- Stay informed of the latest scams and the steps they can take to protect themselves online by visiting scamwatch.gov.au and cyber.gov.au
How can we contact you for further information?
We wish to again reassure customers that unless they identify a suspicious transaction on their account, or they have been contacted by us, that there is no risk to their account and they do not need to contact us.
All customers are encouraged to change their passwords regularly, and ensure their TVSN account password is unique to TVSN and a “strong” password which is a mix of upper and lower case letters, and numbers.
If you still need to contact us, you can email or call us:
Australian Customers
Phone: 13 23 10
Email: comments@tvsn.com.au
New Zealand Customers
Phone: 0800 101 301 (NZ)
Email: comments@tvsn.co.nz
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
