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?

  If you need to return one or more items, you have to follow these easy steps:
  
  - Log into your account or go to the FOLLOW YOUR ORDER/RETURN section at the bottom of the website.
  ‐ Fill in the Online Returns Form correctly by selecting all the items you wish to return
  ‐ Attach the return label you received with your order to the package and return the items at the nearest Post NL drop-off point. Tezenis will bear the cost of the return from your address to our warehouse in Verona
  ‐ You will be refunded through the original payment method once your items arrived to our warehouse and your return has been approved.
  ‐ Remember, the products returned must be sent back to the Vendor in a single shipment.

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

  We cannot process an exchange, but you can return your item free of charge and place 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 parcel?

  Please return each order separately with the corresponding return label in order for the refund to be processed correctly.

• I have not received my return label. Where can I find it?

  The return label was sent to you with the order, you can find it in the package. In case you didn't receive Return Label in the package, you must first complete the return procedure. You can do that by accessing the "Follow your order/return" section from the footer and clicking on the "Return request" button. You will be able to download the label directly from the details of your return within 24 hours. By clicking on "Download the label", 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, 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.

• 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 can keep the items without leaving them at drop-off point.

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

  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.