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Remember that you have up to 14 days from delivery of the order to change your mind and request your return online. For more info, consult our
RETURN POLICY under Article 8 of the general sales conditions.

Return to store
  • Is in-store return free of charge?

    In-store return is always free of charge.

  • How can I return items from an online order in store?

    You can find all the details of your order by accessing the Follow your order / return section. Once you enter this section with your surname and order number, click on the "RETURN REQUEST" button and complete the form by selecting the item, the quantity, and the reason. After you choose the items, click on "Return to store". 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.

  • Can I exchange the items from my online order in a Tezenis store?

    This option is not available in our system. You can return the items you do not wish to keep free of charge and place a new order.

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

    The refund will be made using the payment method chosen for the online purchase. The refund will be made within 14 business days (for orders made with a Credit Card) once the return has been received in our store. The time it takes to see the refund appear in your account may depend on your credit or debit card company.

Return with the carrier
  • Is courier return free of charge?

    Return by courier is always free of charge.

  • Can I return an online order by courier?

    Yes, you can return the items for free through the online return procedure which can be found on the "Follow your order/ return" section or your account. The items must be sent back in a single shipment. You'll be refunded via payment method you originally used to make your purchase. For more details on our return policy click here. If you need to return one or more items, you have to follow these easy steps:
    1 Go to "Follow your order/ return" or log in to your account.
    2 Fill in the Online Returns Form correctly by selecting all the items you wish to return.
    3 Arrange the pick-up by contacting UPS on 3 Arrange the pick-up by contacting UPS on +40800 877877(pick up in Bucharest) or +40372 125 800 , or, alternatively, you can drop off the parcel at the nearest UPS access point.
    Intimissimi will cover the return costs from your address to our warehouse in Verona. 4 The refund will be made within 14 bussiness days (for orders made with a Credit Card and PayPal). 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 purchase, can I change it?

    We cannot process an exchange, but you can return your item for free and start a new order.

  • 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 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.

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

    The return form cannot be modified 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.

Return at a pick-up point