Customer Service

Return by courier service

• Is courier return free of charge?

  Return by courier is always free of charge.

• 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.

• How can I return my online order?

  If you need to return one or more items, you have to follow these easy steps:
  
  1. Go to Order Status or your My Tezenis page
  2. Fill in the Online Returns Form correctly by selecting all the items you wish to return
  3. Prepare the package and contact UPS(+353 1 52 45446), who will pick up the products directly from the address you provided. You can also drop the returning parcel off at the nearest UPS access point. Tezenis will bear the cost of the return from your address to our warehouse in Verona. Remember, the products returned must be sent back to the Vendor in a single shipment.
  4. The refund will be made within 14 bussiness days (for orders made with a Credit Card and PayPal).
  

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

  No, you can return your item free of charge and get a refund, but you can't exchange it.

• 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.

• Can I return several different orders in the same delivery?

  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?

  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 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 UPS courier to book the collection of your return parcel.

• Can I change and/or return in a store my online order?

  No, it's not possible to return or change an online order in a store.

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.