Customer Service

Return with the carrier

• Is courier return free of charge?

  Return by courier is always free of charge.

• How can I return my online order by courier?

  If you want to return your items by courier, you have to follow these easy steps:
  
  1. go to the Follow your order / return page or to your account.
  2. click on "Request online return", fill out the return form online and select "Return with carrier"
  3. Prepare the package and contact UPS (+370 37 350505), 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.
  4. you will be refunded via the payment method you originally used to place your online order once your items have arrived to our warehouse and your return has been approved.
  Remember, the products returned must be sent back to our warehouse in a single shipment.

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

  The return form cannot be modified online after it has been completed and sent. However, if you have forgotten to include any 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 in a single delivery.

• 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.

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.