Frequently asked questions

• How can I track my order?

  You can check the status of the order at any time by entering the "ORDERS" section, after logging in to your 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 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 or store).
  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.

• How much is shipping?

  The price for a 48-hour express delivery is 46 LEI. The price for a standard delivery is 25 LEI. UPS is the carrier for your delivery.

• What is the delivery time with carrier for my online order?

  Order before 12:00 (Italian time) and your goods will be delivered at your chosen address within 48 hours (express delivery) or within 6-7 working days (standard delivery). Any order placed after that time will be dispatched on the next business day. We would also like to inform you that during the holidays and the sales period, your purchase could be delayed on shipping.We also inform you that during some special events (Sales, Black Friday, Cyber Monday, etc.) the processing of your order may be slightly delayed, despite our continuous efforts to comply with the established deadlines.

• Can I receive my order in a Tezenis store and pay with cash?

  Cash on delivery payment option is not available at the moment. You can pay your order with the following payment methods: Credit Card, Apple Pay.

• Do I have to pay to return my order?

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

• How and when will I receive a refund for my return in store?

  The refund will be made as soon as possible, no later than 14 days from your return request (provided that we have received the returned items or that you have given us a proof of having sent them to us) or alternatively, after you will deliver the returned products to the store, to the courier or to a pick up point.The time it takes to see the refund appear in your account may depend on your credit or debit card company.

• How and when can I contact Customer Service?

  You can always contact us via webform, phone, chat, or by writing to hello@tezenis.com. Customer Service is active from Monday to Saturday from 09:00 to 21:00 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.