Frequently asked questions
On this page, you find answers to frequently asked questions.
I have received a TIAN gift card or voucher. Can I use it in your online shop?
Gift cards from TIAN Restaurant as well as TIAN Bistro can be used for online shop order, however our payment provider does currently not support instant online payment using these cards. Simply send us message using the form below with your desired order and shipping address (please also include your billing address, if this is different from your shipping address), as well as the numeric code you find on the back of your TIAN gift card. We will deduct the balance from your gift card and send you a separate invoice for bank transfer, in case your total order exceeds the amount on your gift card.
I have ordered a product for delivery, but I would like to pick it up in one of your restaurants, is this possible?
Give us a call or send us a message using the form below. If the products you’ve ordered are in stock, usually we can accommodate collection in one of our restaurants on the same day.
My order failed to complete, but money has been booked off my account anyway. What do I do?
We guarantee that failed transactions will be reimbursed. Your money will be refunded to your account within 10 business days. Contact us using the form below, we will then send you a separate invoice that you can pay by bank transfer, once your money has been refunded by our payment provider.
How long does it take for my order to be delivered?
Products that are on stock are usually shipped on the same day, or the next business day. Please allow 2-3 days for shipping, alternatively you can collect it in one of our restaurants.
I would like to return a product, what to do?
Send us a message using the form below with the list of items you wish to return and we will contact you within a few days to arrange the returns.
My order was damaged during delivery, what are my options?
We can either refund your money of send a replacement product. Send us a message using the form below with your details and we will get in touch with you to resolve this issue
Kann ich auch eine Bestellung als Geschenk für eine weitere Person bestellen und an eine andere Adresse, als meine, senden lassen?
In the checkout process, you can select an alternative delivery address. Since you get your invoice by e-mail, we do not include an invoice in the parcel. Alternatively, you can pay the invoice in one of our restaurants, and we will ship it to the address provided.
There seems to be an issue with the available payment methods and I cannot complete my transaction. Is there any other way that I can pay?
Please send us message using the form below with your desired order and shipping address (please also include your billing address, if this is different from your shipping address). We will then send you an invoice for advance payment, which you can easily transfer by bank. Alternatively, you can come by in one of our restaurants to pay in cash or by card, and collect your order straight away.
I have made and paid for an order, but I wish to cancel it. Is this possible?
In case your order has not been shipped yet, we can cancel it and refund your money straight away. If your order has been shipped already, please accept the order from the shipping company and return it within 14 days in line with our refund policy. Send us a message using the form below with your order number and we will guide you towards the best solution.
Have you got another question?
Simply send us a message using the form below, we will get in touch soon!