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 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).
  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.

• 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 $70.

• What is the delivery time for my online order?

  Order before 01:00 PM 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.

• 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 01:00 AM to 05:00 PM, 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.