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?

  Return by courier is always free of charge.

• 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 refunding through the payment method chosen during the return procedure.
  

• 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 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?

  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, 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.

• 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.

Return at a pick-up point

• Is the return at a pick up point free of charge?

  Return at a pick up point is always free of charge.