Frequently asked questions

• I have just made my order and wish to cancel / modify it, what can I do?

  The modification of orders is, unfortunately, not possible in our system. You have the possibility to cancel your order directly from "Follow your order/return" 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.

• 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 do I have to pay for the shipping of my order?

  The price for standard home delivery and pick-up point is £3.95. The price for express home and pick-up point delivery is £5.95. You get free delivery for any order over £50. If you are a member of the Tezenis Talent loyalty programme, standard shipping costs £1.95.

• What is delivery time for my online order?

  Standard shipment to pick-up point with EVRI will arrive in 2 - 3 working days. Express shipping to pick-up point with EVRI will arrive within 1 - 2 working days.
  Standard home delivery with Royal Mail will arrive within 2 - 3 working days. Express home delivery with Royal Mail will arrive within 1 - 2 working days. If you order by 2pm Monday to Thursday with next-day delivery, we aim to have your order with you by 8 p.m. the next working day. Service is subject to the courier, and we cannot always guarantee it.
  Any order placed at the weekend will be processed on the following Monday.
  Postcodes excluded from Next Day Home and Pick Up Point – beginning KW, HS, IV, AVB, PH, DD, KY, FK, PA, TD, ML, KA and BT, any EH postcodes outside of EH1-7.
  You get free standard delivery for any order over £50.
  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 return the items bought online?

  Yes, you can always change your mind on "tezenis.com" and return the items free of charge. You have 30 days from the date of delivery to your home address or collection point to make the return. You'll be refunded via the payment method you originally used to make your purchase.

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

  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.

• I'm not sure about the bra size or style, what can I do?

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

• Can I receive my order in a gift package?

  Tezenis offers the gift wrapping service. In the final stage of your purchase, you can choose which items to include in the gift box or if you would like to receive the gift kit to proceed with the DIY package.

• How often do you get new products on your website?

  At the begining of each week you can find new products on our online shop. You can find them in the "New Arrivals" section. If you would like to be always updated with the new arrivals and trends, subscribe to our Newsletter and follow us on our social networks.

• 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 07:00 to 19:00 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.

• How can I recognize a fake TEZENIS website?

  Unfortunately, it is becoming more and more common for scammers to create fake websites or social media profiles pretending to be our brand. At first glance, they might look real, but their goal is to trick you and steal your personal or financial information.
  To help you browse safely, we’ve put together everything you need to know to recognize our official channels, spot suspicious signs on fake websites, and report any scams.
  Follow these simple tips to protect yourself and enjoy a safe experience.
  
  WEBSITE
  To make sure you are shopping safely and getting genuine products, always buy directly from www.tezenis.com or from official TEZENIS stores.
  
  Here is what to check before making a purchase:
  • Website URL: Watch out for unusual domain extensions or misspellings. Official TEZENIS websites use the “.com” domain and specific subdirectories for each country (e.g. www.tezenis.com/uk).
  • Website design: Our websites have a professional look, with high-quality images and no spelling mistakes. Blurry pictures or messy layouts are warning signs.
  • Prices: Be cautious of heavily discounted prices or continuous excessive promotions.
  • Contact details: Our official websites provide clear contact details, including addresses and customer service information. Check the footer (the bottom section of the webpage) for our legal and commercial details. A lack of complete information may indicate an untrustworthy site.
  • Secure payment methods: Only buy from websites that offer secure payment options and use proper security standards (like HTTPS or TLS).
  • Returns policy: Our sites have clear and transparent return policies. If the process seems vague or overly complicated, it might be a fake.
  
  SOCIAL MEDIA PROFILES
  Fake websites often seek visibility by promoting misleading discounts on platforms like Instagram and Facebook. They use stolen images from our official profiles to make their ads appear legitimate.
  
  To avoid scams, follow these simple tips:
  • Check the account posting the advert: Our official profiles are:
  • Facebook: facebook.com/TEZENIS
  • Instagram: @tezenisofficial
  • TikTok: @tezenisofficial
  • Review the profile’s activity: Profiles with few followers and limited posts are often fake.
  
  FRAUDULENT CONTACTS
  Sometimes, scammers pose as members of our company via email, messages, or social media profiles.
  
  Here are some tips to protect yourself:
  • Always check the email address: Our official contacts use verified domains (e.g. @tezenis.com). Be cautious of generic addresses like @gmail.com or @yahoo.com.
  • Warning: Scammers may create domains that closely resemble the original, with subtle differences that are hard to spot at first glance (e.g. @TEZEINS.com rather than @TEZENIS.com). It is essential to inspect the sender’s address carefully.
  • Never share personal or banking details: No member of our team will ever ask for passwords, card details, or codes via message, email, or social media.
  • Check links before clicking: Always verify where a link leads. If the URL looks suspicious or differs from our official site, do not open it.
  • Check the tone of the message: Our communications are clear and professional. If you receive messages with grammatical errors or suspicious urgency, they are likely fake.

• How can I report a fraudulent website, social media profile, or contact?

  To report a fraudulent website or social media profile, please contact our Customer Service via the web form, chat, or by emailing hello@tezenis.com.
  To help us take action, please include the URL of the suspicious site or the name/link of the social media profile.
  Likewise, if you receive messages, emails, or contacts from individuals or profiles claiming to be part of our company but seem suspicious, do not engage and report them to us immediately.
  Our priority is to protect our customers and combat the spread of fraudulent websites and social media profiles. Despite our ongoing efforts, we cannot guarantee the safety of purchases made outside our official channels.