Frequently asked questions

• How can I track my order?

  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 or store).
  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 much is shipping?

  The price for express delivery is 49 RON. The price for standard home and standard delivery to a pick-up point is 19 RON but free for orders above 250 RON. FAN carrier is in charge of the deliveries. If you are a member of the Tezenis Talent loyalty program, standard shipping costs 5 RON.

• What is the delivery time with carrier for my online order?

  Order before 10:00 (Romanian time) and your products will be delivered to the indicated address within 2 - 3 working days (express delivery) or within 3 - 4 working days (standard delivery). All orders placed after this time will be dispatched on the next working day. We also inform you that during some special events (Sales, Black Friday, Cyber Monday, etc.) the processing of your order may be slightly delayed, despite our continuous efforts to comply with the established deadlines.

• Can I receive my order in a Tezenis store and pay with cash?

  Cash on delivery payment option is not available at the moment. You can pay your order with the following payment methods: Credit Card, Apple Pay.

• Do I have to pay to return my order?

  Shortly after completing the form in the "Follow your order/return" section, you can use the return label we have sent you with the order, which will allow you to return the items completely free of charge.

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

  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 store, 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 09:00 to 21:00 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.