Frequently Asked Questions

We frequently get asked the same few questions. Therefor we’ve made this small FAQ page. If you do not find the information you’re looking for below, please send us a message through the chat function. You can also send us an email on our Contact Us page.

General questions
0.1 What are you opening hours?

Shipment & Delivery
1.1 Where do you ship to?
1.2 Where do you ship from?
1.3 How much does shipping cost?
1.4 How long does shipping take?
1.5 When will my order ship?
1.6 What carrier do you use to ship?
1.7 Will I get a track & trace code?
1.8 What is the delivery procedure?
1.9 What is your shipping policy?

Products
2.1 When is a product back in stock?

Orders & Payment
3.1 How do I place an order?
3.2 What information do I need to provide for an order?
3.3 How do I pay for my order?
3.4 How will I know if my order has been received?
3.5 How do I cancel my order?

Returns & refunds
4.1 What is your refund policy?
4.2 I would like to return a product.
4.3 I ordered the wrong product.
4.4 I’ve received a damaged or wrong product and would like a replacement or money back.
4.5 When do I get my money back?

General

0.1 What are you opening hours?
We are open from 09:00 till 16:00 CEST (Amsterdam)

Shipment & Delivery

1.1 Where do you ship to?
We ship to all countries in Europe. For a complete list check the Shipping Policy.

1.2 Where do you ship from?
We are based in Amsterdam, The Netherlands and ship straight from our address. We do not do dropshipping.

1.3 How much does shipping cost?
Shipping costs vary between countries. To see what shipping costs to your country, please go through the checkout process and fill in your address and country. You’ll then see the shipping costs.

Some postal codes are subject to Remote Area fees and will increase shipping costs. These extra fees do vary between countries as well.

Due to the constantly changing fuel costs, shipping costs will vary each month too. This can increase or decrease the costs slightly.

1.4 How long does shipping take?
The shipping time varies between countries. You’ll see a complete list of the countries and their shipping times (if there are no delays) in the Shipping Policy.

1.5 When will my order ship?
Our carriers daily pick up orders between 12:00 and 14:00. If you order before 11:00, we’ll definitely have the order ready to be picked up and sent out the same day. After 11:00 it depends on order size and when the carrier comes for the pick up. Else it will be the next day, or Monday if the order is on Friday.

1.6 What carrier do you use to ship?
Our carrier depends on the country we ship to. For each country we have chosen the carrier with the cheapest shipping costs for you.

We use DPD and DHL. To find out which carrier we use for your country, you can go through the checkout process. It will mention the carrier used for your country.

1.7 Will I get a track & trace code?
Yes, as soon as the order has been processed and picked up by our carrier, you will receive a track & trace code. Didn’t get the email? Please contact us through our chat or via our Contact Us page.

1.8 What is the delivery procedure?
The exact delivery process varies between countries, but this is the standard procedure: The delivery person delivers the product to your home. If you’re not home, it will be tried again the day after. If the delivery attempt fails again, it might be sent to a parcel shop. You’ll then receive notifications on where to pick up your order.

If it has been a long time and you didn’t receive the package and got no notification of where to pick up your order, please contact the carrier with your track & trace code.

1.9 What is your shipping policy?
You can find our Shipping Policy here.

Products

2.1 When is product X back in stock?
This depends on the product. We try to keep stock of everything we sell, but may be out due to sudden popularity. Of some products we sell low quantities and are not restocking often. We daily check if there are certain products that people have subscribed to getting a message for if we get it back in stock.

If you’re wanting a certain product that is out of stock, we would like to ask you to fill in your email address to be notified when it is back in stock. That way we can see if there is enough demand for it.

Orders & Payment

3.1 How do I place an order?
Ordering on our website is very easy and secure. Follow the steps and you’ll have ordered the best products for your Tesla!
1. You go to the products that you’d like to order and click the Add to Basket button.
2. Then in the top right corner you’ll find a red cart with a number displaying the amount of items in your cart. You now see the shopping cart with your chosen items. Here you can add an coupon code, edit the quantities of the items and check shipping costs (& options in certain countries).
3. Click on the Proceed to checkout button.
4. You’re now on the checkout page. Here you fill in all required information like name, address, email and phone number. You’ll also choose how to pay for the order. Confirm that you’ve read and accept the terms and conditions and click on Place Order.
5. You’ll now be sent to a page where you pay for the order through your chosen payment provider.
6. Now you’ve paid and placed your order. You’ll receive an order confirmation mail. We will get on to processing the order right away!

3.2 What information do I need to provide for an order?
We need your first name, last name, country, Street address + number, postal code, town, email address and phone number. Optional information is your company name and VAT number. The optional information can be used to put the invoice on your company’s name for VAT benefits.

3.3 How do I pay for my order?
We only accept payment through our online payment options. These payment options are Credit/Debit card, EPS, iDeal, Bancontact, Przelewy24 & SOFORT Banking.

3.4 How will I know if my order has been received?
You’ll receive a confirmation mail that you’re order has been placed and we’ve received it.

3.5 How do I cancel my order?
Cancelling an order is only possible as long as the order has not been sent out. We try to get orders ready for shipping as soon as we receive them, so the customer has their products as soon as possible. If the order has been sent out, you have 14 days to return and get a refund. Read more about returns and refunds down below.

Returns & Refunds

4.1 What is your refund policy
You can find our Return & Refund policy here.

4.2 I would like to return a product.
All products can be returned within 14 days after date of receipt, but only in undamaged conditions and in original packaging. In such case purchase price including shipment and VAT if applicable will be reimbursed within a couple of days. Please send an email to info@teslavie.eu with your bank details and original order number. The cost of returning is for the customer.

4.3 I ordered the wrong product.
We ask you to do the same as mentioned in 4.2 above. We will refund the order and ask you that you make a new order. As soon as the new order has been placed, we will send the new order your way.

4.4 I’ve received a damaged or wrong product and would like a replacement or money back.
In case of damaged goods, we ask to be notified within 5 days after receiving the package(s) from our carrier, with the following information:
– Ordernumber;
– Name(s) of damaged product(s);
– Picture(s) of the entire damaged product(s);
– Detailed picture(s) of the damaged area(s)
– Picture(s) of the outside of the package with the shipping label clearly visible;
– Picture(s) from the top of the opened package that shows the product(s) and the filling.

We might ask you to send the product(s) back to us for inspection.

As soon as we’ve received the product(s) (and done the inspection) we start the refund process or send a replacement.

4.5 When do I get my money back?
Depending on the case, we will start the refund process of the order when we have received the product. It normally takes 2-3 workdays for the money to be transferred back to the account used for payment.