Customer Service

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?

  Order on Tezenis.com and try on your products. If they don't meet your expectations, you can return them for free to one of our stores. If you want to return your products to any Tezenis store you can do it without filling the online return form.
  
  You will be refunded via the payment method you originally used to place your online order. Please kindly note that the store cannot refund you 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?

  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. Fill out the return request and choose the "Return with courier" option
  2. Choose the date for the return collection and provide the address where the courier should arrive for pick-up.
  3. Prepare the package, making sure you have carefully packed the goods you wish to return.
  4. Stick the return label you received with your order on the package
  5. Make sure that you or someone else is present on the day of collection at the address you indicated.
  If the courier has not come to collect the package on the scheduled date or there were problems with the collection, you can always contact FAN carrier at 021.9336 or e-mail comenzi@fancourier.ro.
  You will receive a refund no later than 14 days from the day of your return request, provided that our warehouse has already received the return or that you have provided a proof that you have already shipped the goods.

• 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?

  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 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 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 do not wish to return the items, simply leave them outside the return package and we will make the appropriate adjustments. If you have decided to keep all items included in the return request, please cancel the scheduled pickup by contacting FAN Courier at 021.9336 or by email at comenzi@fancourier.ro.

• 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

• Can I return my order at a FAN office?

  Of course, you can deliver your return directly to a FAN office by following these simple steps:
  
  1. Fill out the return request and choose the "Return at Pickup Point" option
  
  2. Prepare the package, making sure you have carefully packaged the goods you wish to return
  
  3. Stick the return label you received with your order on the package
  
  4. Take the package to a FAN office closest to you
  You will receive a refund no later than 14 days from the day of your return request, provided that our warehouse has already received the return or that you have provided a proof that you have already shipped the goods.