Customer Service

Return in-store

• Is in-store return free of charge?

  In-store return is always free of charge.

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

  Order at tezenis.com and try on your products. If this does not meet your expectations, you can return the goods for free in the store within 30 days from the date of receipt of the order.
  If you want to return the products in a Tezenis store, just follow these steps:
  1. Drop off your items at any Tezenis point of sale in Belgium..
  2. You will have the option to choose between exchanging the item (s) or getting a refund.
  3. If you opt for a refund, you have the choice between several refund methods among those accepted at 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.
  

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

  Currently, we do not perform a carrier exchange service. However, we are happy to inform you that it is now possible to exchange / return items purchased online at any Tezenis point of sale in Belgium. You have 30 days from the delivery of your order to return the products to the store of your choice.

Return with the carrier

• Is courier return free of charge?

  The first return via courier costs €1 for members of our loyalty program (if you return products from the same order at different times, any additional courier returns will cost €2.95). If you are not a member of our loyalty program, a fee of €2.95 will be charged for return shipping via courier. This amount will be deducted from your refund as indicated in the return request summary. However, if you are returning a faulty or incorrect item, no shipping fee will be charged.

• How can I return items from an online order?

  You can return your order by shipping the items back to us by using the pre-paid return label that was included in your order..
  Follow the steps below:
  1. Complete the return form that you can find by accessing your account. If you are not registered on Tezenis.com, you can directly access the “Follow your order / return” section at the bottom of the page.
  2. Prepare the package and attach the return label on the parcel. The pre-paid label was included with your order.
  3. Drop off your return package at your nearest Bpost location.
  4. You will be refunded through the refund method you chose during the return procedure once your items arrive to our warehouse and your return has been approved.
  

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

  Unfortunately, the exchange via the courier is not possible. However, we are happy to inform you that you can exchange your items at any Tezenis store in Belgium.

• How long do I have to return my items?

  You have up to 30 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?

  We included a pre-paid Bpost return label with your order.
  
  To be able to find and download the label, you must first complete the return procedure. You can do that by accessing the "Follow your order/return" section and clicking on the "Return request" button. You will be able to download the label directly from the details of your return after 24 hours. By clicking on the "Download the label" box, the return label will be sent to the email address associated with the order for which the return has been made. No login is necessary.

• 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, we are happy to inform you that it is now possible to exchange / return items purchased online at any Tezenis point of sale in Belgium. You have 30 days from the delivery of your order to return the products to the store of your choice.

• 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.

• 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?

  Currently, we do not perform a carrier exchange service. However, we are happy to inform you that it is now possible to exchange / return items purchased online at any Tezenis point of sale in Belgium. You have 30 days from the delivery of your order to return the products to the store of your choice.

• 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.