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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