Customer Service

Return to store

• Is in-store return free of charge?

  In-store return is always free of charge.

• How can I return my online order to a Tezenis store?

  If you want to return your items to a Tezenis store, follow these steps:
  1 go to the Follow your order / return page or to your account
  2 Click on "Request online return", fill out the return form online and select "Return to store"
  3 Prepare the package and take it to the selected store
  4 You will be refunded via the payment method you originally used to place your online order.
  

• How can I return my items to Tezenis store?

  You can find all the details of your order by accessing the FOLLOW YOUR ORDER/RETURN section. Once you enter this section with your surname and order number, click on "RETURN REQUEST" button and complete the form by selecting the item, the quantity, and the reason of the return. At the end of the process, you will obtain the Return Authorization. Please wait 1 day before taking the parcel and the Return Authorization to the selected store. Remember that from the moment you filled in the online return application, you have 10 days to go to the selected store. Please kindly note that stores can't refund you in cash. The refund will always be made with the same method of payment chosen at the time of purchase.

• Can I change the selected store after filling in the return form online?

  It is not possible to change the store for return once you have completed the return procedure online.

• Can I exchange the items from my online order in a Tezenis store?

  This option is not available in our system. You can return the items you do not wish to keep free of charge and place a new order.

Return with the carrier

• Is courier return free of charge?

  Return by courier is always free of charge.

• How can I return my online order by courier?

  If you want to return your items by courier, you have to follow these easy steps:
  1 go to the Follow your order / return page or to your account
  
  2 Fill in the Online Returns Form correctly by selecting all the items you wish to return. 3 Contact UPS customer service to book a pick up at 386-4-281-1200, or leave your parcel at the nearest UPS Access Point. Tezenis will bear the cost of the return from your address to our warehouse in Verona.
  4 The refund will be made within 14 bussiness days (for orders made with a Credit Card and PayPal). Remember, the products returned must be sent back to our warehouse in a single shipment.

• I have ordered the wrong size/item/colour for my gift, can I exchange it?

  We cannot process an exchange, but you can return your item free of charge and place a new order.

• How long do I have to return my items?

  You have up to 14 days from delivery to change your mind and make your return request.

• Can I return several different orders in the same delivery?

  Please return each order separately with the corresponding return label in order for the refund to be processed correctly.

• Where can I find the return label?

  You can find the label by clicking on Follow your order/return and entering your order number and last name. Select "Return" and then click on the "Download the label" box.

• I have already filled in the return form and want to change it, what can I do?

  The return form cannot be modified online after it has been completed and sent. However, if you have forgotten to include any articles or you wish to remove others, you can add/remove them from the package before giving it to the delivery company. Please, make sure that all the articles you wish to return are in a single delivery.

• I have filled in and sent the return form, but I have second thoughts and wish to keep the items, what can I do?

  If you change your mind and you don’t want to return the items anymore, you just don’t have to contact the courier or take the items to the store.

Return at a pick-up point

• Is the return at a pick up point free of charge?

  Return at a pick up point is always free of charge.