Customer Service

Return in-store

• How can I return items from an online order to a Tezenis store?

  Order at Tezenis.com and try on your products. If the items do not meet your expectations, you can return the goods for free in the store.
  If you want to return the products in a Tezenis shop, just follow these steps:
  1 Go to FOLLOW YOUR ORDER/RETURN section at the bottom of the website, or to your account.
  2 Complete the online return form and select the Tezenis shop for the return.
  3 Prepare the package and take it in the shop of your choice.
  4 You will be refunded through the original payment method you have used to place your online order.
  

• Can I change the selected store after filling in the return form online?

  It is not possible to change the store for return once you have completed the return procedure online.

• Can I exchange the items from my order in the store?

  This option is not available in our system. You can return the items you do not want to keep for free and place a new order.

• Can I keep the order after I have requested a return in the store?

  If you've changed your mind, you're not supposed to do anything anymore. The cancellation of the return procedure is not necessary.

Return with the carrier

• How can I return items from an online order?

  On Tezenis.com you have the opportunity to return the products with the carrier.
  Follow the steps below:
  1 Go to "FOLLOW YOUR ORDER/RETURN" section at the bottom of the website, or to your account.
  2 Fill out the return form online and select "RETURN BY COURIER".
  3 Arrange the pick-up date with the UPS, who will pick up the products directly from the address provided by you. Tezenis will cover the return costs from your address to our warehouse in Verona. Express shipping is insured for the value of the goods.
  4 You will be refunded through the original payment method you have used to place your online order.
  

• I have ordered the wrong size/item/colour for my gift, can I change it?

  We cannot process an exchange, but you can return your item for free and start a new order.

• How long do I have to return my items?

  You have up to 14 days from delivery to change your mind and make your return request.

• Can I return different orders in a single shipment?

  Please return each order separately with the corresponding return label in order for the refund to be processed correctly.

• Where can I find the return label?

  You can find the label by simply going to the homepage, clicking on FOLLOW YOUR ORDER/RETURN and then enter your order number and last name. Select "Return" and then click on the "Download the label" box.

• I have already filled in the return form online and want to change it, what can I do?

  The return form cannot be modified online after it has been completed. However, if you have forgotten to include any of the articles or you wish to remove others, you can add/remove them from the package before giving it to the delivery company. Please make sure that all the articles you wish to return are sent back in a single shipment.

• I have filled in and sent the return form, but I have second thoughts and wish to keep the items, what can I do?

  If you change your mind and you don’t want to return the items anymore, you just don’t have to contact the courier or take the items to the store.

• How will I receive a refund for my return?

  The refund will be made through the original payment method within 14 business days (for orders made with a Credit Card and PayPal) once the return has been received in our warehouse.

• Can I get the refund on a different credit card rather than the one I've used to make my online order?

  No, the refund will take place on the same credit card used to pay for the online order.

• UPS did not pick up my package on the arranged day. What should I do?

  Please, contact UPS Customer Service to arrange another pickup date. You can also return your package with the same return label to a UPS Access Point.