Frequently asked questions

• I have not received my order yet. What should I do?

  You can check the status of your order at any time by going to the "My orders" section after logging into your account.
  If you haven’t registered on Tezenis.com, you can go directly to "Follow Your Order / Return" section at the bottom left of the homepage . Enter your order number and the surname used at the time of purchase. From there, you can track and monitor your order through the "Track Shipment" option.

• How can I get help with placing an order?

  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.

• How can I cancel or modify an order I just placed?

  The modification of orders is, unfortunately, not possible in our system. You have the possibility to cancel your order directly from the Follow your order/return page 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 do I have to pay for the shipping of my order?

  The express home delivery costs €8.95, and the standard home delivery costs €5.50. The express delivery to the Access Point is €6.95. You will receive free delivery for any order over €60.

• How long does it take for the order to be delivered?

  Order before 12 noon (Italian time) and your goods will be delivered at your chosen address within 48 hours (express delivery, UPS pick-up point), or withing 2-4 working days (SPRING standard home delivery). Any orders made after that time will leave our warehouses on the next business day. You can monitor your order any time through the tracking 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 items bought online?

  If you have a Tezenis account, go to "My Orders", select the order you want to return, and click "Request Online Return". Then choose the item(s), quantity, and reason of return.
  
  If you don’t have an account, scroll to the bottom of the page, access the "Follow Your Order / Return" section, enter your surname and order number, and follow the same steps.
  
  The refund will always be made with the same method of payment chosen at the time of purchase. Remember that you have 10 days (from the moment you filled in the online return application) to go to the store. The point of sale can't return the amount of your return in cash.

• The website gives me an error while inserting the zip code. What should I do?

  Please, make sure that you insert your zip code in the following format: NNN NN (example 831 06).

• How will I receive my refund?

  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 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.

• Do I have to pay to return my order?

  Returns cost 1€ for Tezenis Talent members. For non-members, the cost is 2,95€.
  In-store returns are always free.

• How can I choose the right bra size or style?

  You can use our Bra Guide to discover the right bra size and the right style for any occasion.

• How and when can I contact Customer Service?

  You can always contact us via webform, 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.