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Customer service

Deliveries
1. PUP delivery with EVRI - Standard within 2 - 3 working days, £3.95 / Express within 1 - 2 working days, £5.95

2. Home delivery with Royal Mail - Standard within 2 - 3 working days, £3.95 / Express within 1 - 2 working days, £5.95

Courier delivery
  • I have not received my order yet, what should I do?

    If you did not receive your order within expected time, check the delivery status in the "Follow your order/return".

  • How much does delivery cost?

    The price for standard home and PUP delivery is £3.95. The price for express home and PUP delivery is £5.95. You get free delivery for any order over £50.

  • Who delivers my order?

    If you select express home or standard home delivery, your order will be delivered with Royal Mail. If you select express PUP or standard PUP delivery, EVRI will take charge of the delivery. In the shipping confirmation email you will find the link to track your package.

  • Do I need to pay additional import duties?

    No, your items are shipped from the UK and no import duties are applied to Tezenis orders.

  • What is the 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 5:30 pm 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. 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 place an order online and ship it to another country?

    Yes, it is possible to place an order online and ship it to a country other than yours. To do this, you should first select the desired destination country from the menu you will find in the footer of our site. We remind you that billing address and shipping address may refer to different countries, but also that in the country where you would like to deliver your parcel, prices and commercial conditions may be different.

  • Can I choose the date and time of delivery?

    No, make sure that someone is present at the chosen delivery address.

  • Can I have my order delivered to an EVRI Pick-up Point?

    You can select an EVRI Pick-up Point of your choice in the checkout before proceeding with the payment and pick up your order at a convenient time. You will receive a confirmation email as soon as your order has been delivered to the selected EVRI Pick-up Point. When collecting the parcel, please remember to bring along an official identification document in case it is required by the EVRI Pick-up Poin staff.

  • What is the delivery time to EVRI Pick-up Points?

    Standard delivery tp EVRI PUP will be delivered within 2 - 3 working days. Express Delivery to EVRI PUP will be delivered within 1 - 2 working days. We deliver Monday to Saturday, excluding bank holidays. During the holiday period (national holidays, Christmas, etc.) or during the sales periods, the preparation and delivery time of orders may be slightly longer than the period indicated on the website. You can pick up the package at the time that suits you best.

  • I didn't collect my order from the EVRI Access Point™ on time. How can I receive a refund?

    If you do not collect the parcel within 10 days, it will be returned to sender. You will receive an email informing you of the refund via the same payment method used when placing the order. The time it takes to see the refund appear in your account may depend on your credit or debit card company.

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