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?

  If you have a Tezenis account, go to "My Orders", select the order you want to return, and click "Request Online Return". Then choose the item(s), quantity, and reason of return.
  If you don’t have an account, scroll to the bottom of the page, access the "Follow Your Order / Return" section, enter your surname and order number, and follow the same steps.
  The refund will always be made with the same method of payment chosen at the time of purchase. Remember that you have 10 days (from the moment you filled in the online return application) to go to the store. 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.

• How can I recognize a fake TEZENIS website?

  Unfortunately, it is becoming more and more common for scammers to create fake websites or social media profiles pretending to be our brand.
  At first glance, they might look real, but their goal is to trick you and steal your personal or financial information.
  To help you browse safely, we’ve put together everything you need to know to recognize our official channels, spot suspicious signs on fake websites, and report any scams.
  Follow these simple tips to protect yourself and enjoy a safe experience.
  
  WEBSITE
  To make sure you are shopping safely and getting genuine products, always buy directly from www.tezenis.com or from official TEZENIS stores.
  
  Here is what to check before making a purchase:
  • Website URL: Watch out for unusual domain extensions or misspellings. Official TEZENIS websites use the “.com” domain and specific subdirectories for each country (e.g. www.tezenis.com/be).
  • Website design: Our websites have a professional look, with high-quality images and no spelling mistakes. Blurry pictures or messy layouts are warning signs.
  • Prices: Be cautious of heavily discounted prices or continuous excessive promotions.
  • Contact details: Our official websites provide clear contact details, including addresses and customer service information. Check the footer (the bottom section of the webpage) for our legal and commercial details. A lack of complete information may indicate an untrustworthy site.
  • Secure payment methods: Only buy from websites that offer secure payment options and use proper security standards (like HTTPS or TLS).
  • Returns policy: Our sites have clear and transparent return policies. If the process seems vague or overly complicated, it might be a fake.
  
  SOCIAL MEDIA PROFILES
  Fake websites often seek visibility by promoting misleading discounts on platforms like Instagram and Facebook.
  They use stolen images from our official profiles to make their ads appear legitimate.
  To avoid scams, follow these simple tips:
  • Check the account posting the advert: Our official profiles are:
  • Facebook: facebook.com/TEZENIS
  • Instagram: @tezenisofficial
  • TikTok: @tezenisofficial
  • Review the profile’s activity: Profiles with few followers and limited posts are often fake.
  
  FRAUDULENT CONTACTS
  Sometimes, scammers pose as members of our company via email, messages, or social media profiles.
  Here are some tips to protect yourself:
  • Always check the email address: Our official contacts use verified domains (e.g. @tezenis.com). Be cautious of generic addresses like @gmail.com or @yahoo.com. Warning: scammers may create domains that closely resemble the original, with subtle differences that are hard to spot at first glance (e.g. @TEZEINS.com rather than @TEZENIS.com). It is essential to inspect the sender’s address carefully.
  • Never share personal or banking details: No member of our team will ever ask for passwords, card details, or codes via message, email, or social media.
  • Check links before clicking: Always verify where a link leads. If the URL looks suspicious or differs from our official site, do not open it.
  • Check the tone of the message: Our communications are clear and professional. If you receive messages with grammatical errors or suspicious urgency, they are likely fake.

• How can I report a fraudulent website, social media profile, or contact?

  To report a fraudulent website or social media profile, please contact our Customer Service via the web form, chat, or by emailing hello@tezenis.com.
  To help us take action, please include the URL of the suspicious site or the name/link of the social media profile.
  Likewise, if you receive messages, emails, or contacts from individuals or profiles claiming to be part of our company but seem suspicious, do not engage and report them to us immediately.
  Our priority is to protect our customers and combat the spread of fraudulent websites and social media profiles. Despite our ongoing efforts, we cannot guarantee the safety of purchases made outside our official channels.