Returns and Refunds

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Returns and Refunds

You can always change your mind on tezenis.com and return your items free of charge. The returned items must be sent to Calzedonia SpA in a single shipment. You'll be refunded via the payment method you originally used to make your purchase once your items have arrived to our warehouse and your return has been approved. Please see our returns policy under clause 7 of the General Conditions of Sale for more information.

Return in-store

Can I exchange an item from my online order in a store?

This option is not available in our system. You can return the items you do not want to keep for free and place a new order.
How can I return items from an online order to a store?

Order at tezenis.com and try on your products. If they do not meet your expectations, you can return the goods for free in the store.
If you want to return the products in an Tezenis shop, just follow these steps:
1. Go to "FOLLOW YOUR ORDER/RETURN" or to your Tezenis page.
2. Complete the online return form and select the Tezenis shop for the return.
3. Prepare the package and take it in the shop of your choice.
4. You will be refunded through the original payment method once your order arrives to the store and your return is approved.

Return via courier collection

How long do I have to return my items?

You have up to 14 days from delivery to change your mind and make your return request.
How can I return my online order?

You can return your items using an Hermes drop-off point or by having a courier collect your return. If you want to return to a drop-off point:

- attach the return label you received with your delivery to the return parcel
- take the parcel to your nearest Hermes drop-off point

If you want a courier to come and pick-up the items:

- Go to “Follow your order / return” or your My Tezenis page
‐ Fill in the Online Returns Form
‐ Book a courier pickup on the Hermes portal. The return label will be generated on the Hermes portal
- Download and print the label from the Hermes portal and attach it to the return parcel
- Remember, the products returned must be sent back to the Vendor in a single shipment.
I have ordered the wrong size/item/colour for my gift, can I change it?

No, you can return your item free of charge and get a refund but you can't change it.
I have already filled in the return form online and want to change it, what can I do?

The return form cannot be modified online after it has been completed and sent. However, if you have forgotten to include any 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 returned in a single parcel.
Can I return several different orders in the same delivery?

Please return each order separately with the corresponding return label in order for the refund to be processed correctly.
I have filled in and sent the return form but have had 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, you are not obligated to. Please keep in mind that you should cancel the courier pickup, if you have booked it on Hermes portal.
How will I receive a refund for my return?

The refund will be made using the payment method chosen for the online purchase, within 14 days from return confirmation (for orders made with a Credit Card, Pre-paid Card and PayPal).
Can I get the refund on a different credit card rather than the one I've used to make my online order?

No, the refund will take place on the same credit card used to pay for the online order.
Do I have to pay to return my order?

No, the cost of delivery for your return is at Calzedonia S.p.A.'s charge. To know more about our return policy click here.

Customer Service

Returns and Refunds

Return in-store

Return via courier collection

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Glossary

How will I know if the conditions contained on this page have been modified?

Can I use the Calzedonia Group Websites for professional reasons?

What conditions and limits are imposed when using the Calzedonia Group Websites?

Are the product images and photographs found on the Websites reliable?

If I am under 18 years of age can I use Calzedonia Websites?

What policy does Calzedonia apply in relation to brands, names and intellectual property?

What are COOKIES and how are they used by Calzedonia?

Can I send and upload Contents onto Calzedonia Websites?

How does Calzedonia protect my privacy and my data?

USER GENERATED CONTENT TERMS OF USE (UGC ToU)

INFORMATION NOTICE REGARDING DATA PROCESSING (art. 13 D. Lgs 196/03)

Type of processing	For what purposes do we process your personal data?	What are the legal bases of the processing of your personal data?	How long do we keep your personal data?
Browsing our website	Whilst visiting our sites, IT systems in charge of their operation acquire data (e.g. IP addresses, domain names, URL's) the transmission of these is implicit and necessary for the Internet to function. Calzedonia uses this data for the sole purpose of allowing users to navigate and obtain anonymous statistical information on the use of the sites, to check its correct functionality, or to investigate responsibility in case of possible computer-related crimes.	The need to allow users to navigate the sites. The legitimate interest of Calzedonia is to guarantee the correct functioning of IT systems and to investigate alleged computer-related crime (also based on the existence of a legal obligation).	The data remains on our systems for a period of time not exceeding thirty days, except in case of investigations of responsibility for computer-related crimes, for which a legal obligation or a request by the authorities could require conservation for a longer period.
Subscribing to the newsletter	The newsletter is a communication with promotional and advertising content sent to all interested parties who request it. On some of our sites, signing up for the newsletter implies sending promotional communications that are not generalised but targeted, based on the language, gender and country of origin of the person concerned. Meaning that we process the data we receive in order to divide the subscribers into separate groups by language, gender and country of origin. Thus, the newsletter sent to you, is as close as possible to what you may have requested and what may interest you.	Your consent. We only use the data requested in the registration form with your consent.	The data you communicate to us, in order to subscribe to the Newsletter, will be retained until we receive a request to unsubscribe from you. In which case we will delete your data from our databases within 72 hours of the request.
Purchasing products	The data you provide us with will be used to process your purchase orders and related activities (shipment of goods, billing, payment processing, etc.).	The need to execute the contract of sale of products, or pre-contractual measures adopted according to your request.	Your personal data will be kept for the time required to fulfill the contractual obligations as well as the obligations imposed by law (e.g. for tax matters) in relation to the performance of the sales activity.
Customer Care	We offer a support service (via chat, telephone, email) for all your needs relating to the purchase of our products, or the use of our services. In some cases, we may ask you for personal information if this is necessary in order to respond to the requests you make via our Customer Care.	The need to execute the contract of sale of products, or pre-contractual measures adopted according to your request.	Your personal data will be processed for the duration strictly necessary to achieve the processing purposes.
Surveys regarding your satisfaction	We may send you surveys to ascertain the level of satisfaction of our services and products.	Your consent for marketing. We use the data provided in the questionnaires, only with your prior consent, to send you surveys regarding your satisfaction with products purchased by you and/or the services provided through Customer Care. In some limited cases, we use the legitimate interest of Calzedonia.	Your personal data will be processed for the duration strictly necessary to ascertain your level of satisfaction and in any case, no longer than 6 months from collection.
Loyalty programme	Manage your participation in the Calzedonia loyalty programme which enables you to receive discounts and other benefits and, more generally, for all related contractual and administrative obligations.	The need to provide subscribers the services offered under the loyalty programme. By joining the programme, you consent to the processing of data necessary for the performance of the loyalty programme.	We keep your data no longer than is necessary to manage your participation in the loyalty programme. In any case, information relating to your purchases and your interactions with us shall be processed for no longer than 12 months from the date they were collected. If you decide to leave the loyalty programme, your data will be deleted within the following three months.
Direct marketing	Sending of commercial communications, as well as, carrying out market research and surveys to measure your level of satisfaction concerning products related to all Calzedonia Group brands (Calzedonia, Intimissimi, Tezenis, Falconeri, Signorvino) by email, SMS, landline / mobile phone and traditional written mail.	Your consent to receive these communications will be valid both for mailings through the use of automated systems without the intervention of an operator (e.g. email, sms), and for the traditional methods of contact (e.g. written mail). You can withdraw your consent for the processing of your data, for this purpose by writing an email to privacy@calzedonia.com at any time. Legitimate interest. Pursuant to art. 130, paragraph 4, legislative decree. 196/2003 and subsequent amendments (relating to so-called "soft spam"), without having to acquire your explicit consent, we can use the e-mail address you provided as part of a previous purchase, for the purposes of direct sales and/or the promotion of our products similar to those you have already purchased, provided that you do not object to such use by sending an email to privacy@calzedonia.com or by clicking on the appropriate link to oppose the receipt of communications considered undesirable, made available in promotional emails sent by Calzedonia.	Until we receive a request for withdrawal of consent or, for direct marketing treatments based on our legitimate interest, until you object to the processing.
Profiling	We will use data to make use of individual services (for example, data released to make purchases or data following adherence to a loyalty programme) for "profiling", or, the analysis of social composition of consumers based on age, gender, country of origin, profession, consumption habits, etc. Profiling requires data processing to be carried out which enables us to create consumer groups divided by market segments based on a minimal set of elements (e.g., gender, country of origin), and more advanced profiles based on preferences, online behaviour and previous purchases. This activity has a dual purpose: to enable us to develop products and services with features that correspond with our consumers preferences and to allow us to send you advertising messages in line with your styles and interests. In order to understand your styles and interest in our products and our communications, we may also use automated systems that do not, in any case, entail legal effects or other significant effects for the customer.	Your consent. Only with your permission, will we proceed with profiling activities. You can withdraw your consent at anytime by sending an email to privacy@calzedonia.com.	12 months, with the exception of data regarding purchases, which will be kept for 3 years.
Personalised assisted sales (only for members of the loyalty programme)	We provide a personalised service in all our sales outlets where the loyalty programme is active. In order to guarantee the help and advice from our sales assistants to customers enrolled in this programme, we retain information (e.g. size, colour or model) on items purchased during the previous 12 months.	Calzedonia's legitimate interest is to provide the best support service at the point of sale to customers enrolled in the loyalty programme, in line with their needs.	12 months from the date of collection.
Anti-fraud measures	With regards to online purchases, verification of correspondence between the purchasing subject and the holder of the selected means of payment will occur.	It is Calzedonia's legitimate interest to prevent and combat fraud.	24 months from the date of collection.
Participation in events, competitions and thematic initiatives of an extraordinary and temporary nature	We use the data to enable you to participate in special initiatives you wish to take part in from time to time. For each event we will provide you with specific information that will detail the type of data processed, the storage duration and the specific processing purposes.	We will only collect your data with your consent.	For each event we will provide you with specific information that will detail the storage duration for specific processing purposes.
Registration within restricted areas of the web community (e.g. My Tezenis) and use of the online chat channel	We use your personal data to enable you to create your own reserved area on our sites and to participate in virtual community initiatives (e.g. creating wishlists, sharing your content with other users through Calzedonia Group sites, purchase history, preferences email, etc.). Registering with our web community enables you to access many of our other services available on our website more rapidly, but it is not a mandatory requirement to use it. For example, you can receive the newsletter or make purchases without being registered.	The need to execute contract registration on the websites or online chat service owned by Calzedonia or pre-contractual measures taken on the basis of your request. It is Calzedonia's legitimate interest to prevent a "chat spam" phenomenon.	In case of failure to use the account for over 2 years, we will cancel the account and all data relating to it.
Transferring of data to third parties	• We on some occasions, request authorisation to transmit your personal data to third-party companies belonging to the fashion, luxury and retail industry for them to send you commercial communications. This is a possible processing purpose, of which you will always be adequately informed and for which, we will always collect your explicit prior consent.	We will only transmit your data to third parties for marketing purposes with your prior consent.
Gift Card	We treat the name and e-mail address of the beneficiary of the Gift Card (i.e the person who will receive it as a gift) as the necessary contact details in order to deliver the Gift Card and ensure its use.	It is Calzedonia's legitimate interest to ensure the delivery and use of the Gift Card to its beneficiary.	The beneficiary's data is processed only for the specific duration necessary for the delivery and use of the Gift Card by the latter.