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Customer service

  • How can I check the status of my order?

    You can check the status of your order at any time by entering the "ORDERS" section, after logging in to your account. If you have not registered on, you can directly access the Follow your order/return page. In this case, you will have to enter the order number and the surname indicated at the time of purchase. Here you can check and monitor your order through the "TRACK DELIVERY" section.

  • I need help with placing an order, what can I do?

    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.

  • I have just made my order and wish to cancel / modify it, what can I do?

    The modification of orders is, unfortunately, not possible in our system. You have the possibility to cancel your order directly from your 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.

  • Is registration necessary to order online?

    It is not necessary to be registered, you can always place your order as a guest.

  • I have a promotional code/discount. How can I use it online?

    When placing your order, you will be able to enter code into the "Promotional Code" box in your Shopping bag. Remember to apply it before proceeding with the checkout. We remind you that for each purchase, you can only use one promotional code.

  • How often do you get new products on your website?

    Each week you can find new products on our online shop and in our stores. You can find them in the "New Arrivals" section. If you would like to always be updated with the new arrivals and trends, subscribe to our Newsletter and follow us on our social networks. If you see a product on the website that is still not available to order and has a "Coming soon" banner, you can subscribe to receive a notification when the product becomes available online. All you have to do is go to the product page, choose the color and size, and insert your email address. If you are a logged-in user, you can simply add the product to your wish list.

  • What should I do if I receive a defective item? sell all products in perfect condition, so if you receive an exceptionally defective item, kindly contact our Customer Care.

  • I received a wrong Item, what should I do?

    If you have received an item that you did not order, kindly contact our Customer Care.

  • Can I purchase an E-Gift Card online?

    Yes, you can purchase an E-Gift Card directly via this link.

  • Customization
  • Can I customize my item?

    Yes, you can customize your items with embroidery. The service is available on a selection of products online and through the App. By accessing the page of the desired garment, after selecting the size and colour, if the item is customisable, you will find the "CUSTOMIZE" button. In a new window you can choose the position and the color for the creation of the embroidery. You can customize your garments with letters, with an icon or with letters and icon together. The maximum number of characters that can be stitched varies from 2 to 9 depending on the product. Only characters from the Latin alphabet are allowed and no special characters (!, ?, ecc.) are allowed. For all information regarding customization, we invite you to consult our Conditions of Sale.

  • What is the cost of the customization and which payment methods are accepted?

    The cost for the customization service is 4€. For the payment of a personalized product, all payment methods are accepted except cash on delivery.

  • How will my customized item look like and how can I take care of it?

    Your product will be shipped to you with the customization options you selected while placing the order. Please consider that your customized item may contain traces of water-soluble material used for the packaging of the embroidery. This is a protective layer that can be easily removed with a gentle wash. The position of the embroidery displayed on the website images is purely indicative. We would like to remind you that the embroidery is handmade by our embroiderers, and for this reason, every single customization should be considered as unique.

  • What is the delivery time for my personalized product?

    Personalized products are handcrafted especially for you. For this reason, shipping times may take a few days longer than standard. Please also consider that, during peak periods (Christmas, Black Friday, Sales...), shipping times for personalized items may be further extended.

  • Can I return a personalized product?

    Customized products are made exclusively for you. For this reason, they cannot be returned, except for manufacturing defects and exclusively by courier. Please consider that customized products which are shipped with the "pick up in store" option, have to be collected in the store within the time limit of 10 days from the notification e-mail. After the deadline, returns and refunds of the customized product will not be possible. If you received a defective item, we invite you to contact us at

  • Can I customize a product in an Tezenis store?

    The product customization service is not currently available in our stores. You can customize your items online and through our App.

  • Is it possible to customize an Tezenis item already purchased?

    It is not possible to customize a previously purchased item. Customization can be selected online only and before completing the order by selecting the "CUSTOMIZE" button on the product page.

  • Can I pick up my customized product in a store?

    Yes, you can pick up your customized product in store. Customize and order the item online and select "Pick up in store" at the check-out.