Frequently asked questions

• I have not received my order yet, what should I do?

  You can check the status of the order at any time by entering the "ORDERS" section, after logging in to your account. If you have not registered with tezenis.com, you can directly access the FOLLOW YOUR ORDER/RETURN section. In this case, you will have to enter the order number and the surname indicated at the time of purchase. In this section, you can check and monitor your order through the "track shipment" 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).
  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.

• How much does delivery cost?

  The cost of the standard home delivery and standard delivery to a pick-up point is 49 DKK and free for any order over 399 DKK.

• What is the delivery timeline for my online order?

  Delivery is made by courier within 3 working days (standard home delivery and standard delivery to a pick-up point) if the order is placed before 09:00, all orders placed after that time will be processed on the following business day. You can monitor your order through the tracking link you received in your email.
  We inform you that during special events (Sales, Black Friday or Cyber Monday, etc.) your order can be slightly delayed. This delay is due to the high number of shipments. For further information please contact our Customer Service.

• Can I return the items bought online?

  Yes, you can always change your mind and return your items free of charge through the return online procedure that you can find on your Follow your order/return page. The returned items must be sent to Calzedonia SpA in a single shipment. You'll be refunded in no time via the payment method you originally used to make your purchase.

• How and when will I receive a refund for my return?

  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 to the courier or to a pick up point. The time it takes to see the refund appear in your account may depend on your credit or debit card company.

• How and when can I contact Customer Service?

  You can always contact us via webform, phone, 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.