Frequently asked questions

• I have not received my order yet. What should I do?

  You can check the status of your order at any time by going to the "My orders" section after logging into your account.
  If you haven’t registered on Tezenis.com, you can go directly to the "Follow Your Order / Return" section at the bottom left of the homepage . Enter your order number and the surname used at the time of purchase. From there, you can track and monitor your order through the "Track Shipment" option.

• How can I get help with placing an order?

  Please contact our Customer Service. We will be happy to place an order on your behalf with credit card as the payment method (you will receive an email with a payment link). We kindly ask you to send us the following information:
  
  - list of products that you want to order (quantity, color, size)
  - contact details (name, surname, email address, phone number)
  - delivery details (full address for home delivery or store).
  If you are already registered on our website, please indicate whether you want us to place your order as a logged-in registered user or as a guest. We would like to assure you that your personal data will be processed in accordance with our Privacy policy.

• How can I cancel or modify an order I just placed?

  The modification of orders is, unfortunately, not possible in our system. You have the possibility to cancel your order directly from FOLLOW YOUR ORDER/RETURN section within 15 minutes from the purchase. We remind you that the order cancellation is not possible for orders paid with Gift card. If you do not want to keep the goods, you can send the order back for free upon receipt. See the 'Return' section for more information.

• How much do I have to pay for the delivery?

  Price for 48-hour UPS Express delivery is 8,95 €. Standard delivery with Bpost is 4,95 € and free for orders over 49 €. If you are a member of the Tezenis Talent loyalty program, standard shipping costs 1 €.

• What is the delivery time for my online order?

  Order before 12:00 (Italian time) and your goods will be delivered at your chosen address within 48 hours (express delivery) or within 4 - 5 working days (standard delivery). Any order placed after that time will be dispatched on the next business day. We also inform you that during some special events (Sales, Black Friday, Cyber Monday, etc.) the processing of your order may be slightly delayed, despite our continuous efforts to comply with the established deadlines.

• Can I return items bought online?

  You can find all the details of your order by accessing the Follow your order/return section. Once you enter this section with your surname and order number, click on the "RETURN REQUEST" button and complete the form by selecting the item, the quantity, and the reason. After you choose the items, click on "Return to store".
  
  The refund will always be made with the same method of payment chosen at the time of purchase. The point of sale can't return the amount of your return in cash.

• Do I have to pay to return my order?

  Returns cost 1€ for Tezenis Talent members. For non-members, the cost is 2,95€. In-store returns are always free.

• How will I receive my refund?

  The refund will be made as soon as possible, no later than 14 days from your return request (provided that we have received the returned items or that you have given us a proof of having sent them to us) or alternatively, after you will deliver the returned products to the store, to the courier or to a pick up point. If you opt for a return in store, you have the choice between several reimbursement methods among those accepted in the point of sale where you have decided to make your return. We would like to point out that the point of sale is not required to return the amount of your return in cash.

• How can I choose the right bra size or style?

  You can use our "Bra guideline" to discover the right bra size and the right style for any occasion.

• How and when can I contact Customer Service?

  You can always contact us via webform, chat, or by writing to hello@tezenis.com. Customer Service is active from Monday to Saturday from 08:00 to 20:00, all year long except the following holidays:
  
  January 1st
  January 6th
  Easter Monday
  May 1st
  May 30th
  Corpus Christi
  August 15th
  November 1st
  November 18th
  24-25-26 December
  December 31st
  
  * The aforementioned times may be subject to change during periods of intense activity.