Frequently asked questions

• How can I track my order?

  You can track your order by going to "Follow your order/return" where you can find the link to monitor your order on the courier's site. If you placed the order as a registered user, you can log into your account and track the order in your order history.

• 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. If you do not want to keep the items, you can send the order back for free upon receipt. See the 'Return' section for more information.

• How much does delivery cost?

  The delivery cost is $9 and you get free delivery for any order over $45.

• What is the delivery time for my online order?

  Order before 6 AM (EST) and your goods will be delivered at your chosen address within 48 hours. Any orders made after that time will leave our warehouses on the next business day. You can monitor your order any time through the tracking you received per email. We inform you that during special events (Sales, Black Friday or Cyber Monday, etc.) your order can be slightly delayed. This delay is due to the high number of shipments. For further information please contact our Customer Service.

• Can I return the items bought online?

  Yes, you can always change your mind on tezenis.com and return them free of charge through the online return procedure. The returned items must be sent back in a single shipment. You'll be refunded in no time via the payment method you originally used to make your purchase. You can learn more in our Conditions of Sale under article 8 or in our Return Section.

• Do I have to pay to return my order?

  Shortly after filling out the return form on your "Follow your order/return" page, you will be able to download the return label which will allow you to return your items completely free of charge.

• Can I purchase my order with a gift wrap?

  Tezenis offers the gift wrapping service. During checkout 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.

• When can i contact the customer service?

  The Customer Service is active all year long except for the following holidays:
  
  NEW YEAR’S DAY 01 JAN
  EPIPHANY 06 JAN
  EASTER
  EASTER MONDAY
  LABOUR DAY 01 MAY
  CORPUS CHRISTI
  THE ASSUMPTION 15 AUG
  ALL SAINTS’ DAY 01 NOV
  CHRISTMAS DAY 25 DEC
  ST. STEPHEN’S DAY 26 DEC