Online Order Status

Customer service

Customer Service

Orders

How can I check the status of my order?

You can check the status of the order at any time by entering the "ORDERS" section, after logging in to your "Tezenis" account. If you have not registered with tezenis.com, you can directly access the FOLLOW YOUR ORDER/RETURN section. In this case, you will have to enter the order number and the surname indicated at the time of purchase. In this section, you can check and monitor your order through the "track shipment" section.
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 goods, you can send the order back for free upon receipt. See the 'Return' section for more information.
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 a promotional code/discount. How can I use it online?

When placing your order, you will be able to enter code into the "Promotional Code" box in your Shopping bag. Remember to apply it before proceeding with the checkout. We remind you that for each purchase, you can only use one promotional code.
I did not receive all of the items I ordered. What can I do?

We would like to advise you to check your e-mail to see if the order might have been partially shipped. In this case, you were charged only for the items that were delivered to you. If this is not the case, please contact our Customer Service.
I'm not sure about the bra size or style, what can I do?

You can use our Bra Guide to discover the right bra size and the right style for any occasion.

Customization

Can I customize my item?

Yes, you can customize your items with embroidery. The service is available online on a selection of products. By accessing the page of the desired garment, after selecting the size and colour, if the item is customisable, you will find the ""CUSTOMIZE"" button. In a new window you can choose the position and the color for the creation of the embroidery. You can customize your garments with letters, with an icon or with letters and icon together. The maximum number of characters that can be stitched varies from 2 to 9 depending on the product. Only characters from the Latin alphabet are allowed and no special characters (!, ?, ecc.) are allowed. For all information regarding customization, we invite you to consult our Conditions of Sale.
What is the cost of the customization and which payment methods are accepted?

The cost for the customization service is $4. For the payment of a personalized product, all payment methods are accepted except cash on delivery.
How will my customized item look like and how can I take care of it?

Your product will be shipped to you with the customization options you selected while placing the order. Please consider that your customized item may contain traces of water-soluble material used for the packaging of the embroidery. This is a protective layer that can be easily removed with a gentle wash. The position of the embroidery displayed on the website images is purely indicative. We would like to remind you that the embroidery is handmade by our embroiderers, and for this reason, every single customization should be considered as unique.
What is the delivery time for my personalized product?

Personalized products are handcrafted especially for you. For this reason, shipping times may take a few days longer than standard. Please also consider that, during peak periods (Christmas, Black Friday, Sales...), shipping times for personalized items may be further extended.
Can I return a personalized product?

Customized products are made exclusively for you. For this reason, they cannot be returned, except for manufacturing defects and exclusively by courier. Please consider that customized products which are shipped with the "pick up in store" option, have to be collected in the store within the time limit of 10 days from the notification e-mail. After the deadline, returns and refunds of the customized product will not be possible. If you received a defective item, we invite you to contact us at hello@tezenis.com.
Is it possible to customize an Tezenis item already purchased?

It is not possible to customize a previously purchased item. Customization can be selected online only and before completing the order by selecting the "CUSTOMIZE" button on the product page.

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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 other than data related to your purchases which are 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.

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Customer service

Orders

Customization

Gift Card

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