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.

• 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/us).
  • 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.