Frequently Asked Questions
SHIPPING & TRACKING
How long will it take for my order to arrive?
Orders are processed on business days only, from Monday to Friday, excluding public holidays.
Processing time: 1–3 business days
Transit Time: 4-7 business days
Total Estimated Delivery Time : 5-10 business days
Cutoff Time: Orders placed after 5:00 PM (GMT) will be processed on the next business day.
Orders placed on weekends or public holidays will be processed on the following business day.
How can I track my delivery?
Once your order has been shipped, you will receive a tracking number by email.
You can use this tracking number to follow your shipment at any time through our tracking page.
When can I expect my order to be processed?
Orders placed before 5:00 PM on a business day will begin processing the same day.
Processing usually takes 1–3 business days, after delivery typically requires 5–10 business days.
Once your parcel has been dispatched, you will receive a confirmation email with your tracking details.
Which countries do you deliver to, and what are the shipping costs?
We currently deliver within the United Kingdom, the United States, Canada, Australia, and New Zealand.
Shipping is free of charge on all orders, with no hidden delivery fees.
Orders are shipped Delivered Duty Paid (DDP), which means there are no additional import charges or taxes due upon delivery.
What should I do if my delivery is delayed?
While we aim to deliver all orders within the estimated timeframe, delays may occasionally happen due to public holidays, customs checks, weather conditions, or periods of high demand.
If your order has not arrived within the expected delivery window, please allow an additional 3 business days before contacting our support team at support@tezoe.com.
RETURNS
What is your return policy?
If you have changed your mind, you may return your item within 30 days of delivery.
To be eligible for a return, the item must be unused and in its original condition.
Please note that return shipping costs are the responsibility of the customer.
How do I start a return?
To request a return, please contact us at support@tezoe.com.
Kindly include your order number and the reason for the return in your email. Our team will then provide the return instructions and return address.
What if my item arrives damaged?
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery and provide the following:
A clear photo of the item
Your order number
Once reviewed, we will arrange a replacement or a full refund at no additional cost to you.
How long will it take to receive my refund?
Refunds are processed within 7 business days after the returned item has been received and inspected. Once approved, the refund will be sent back to your original payment method.
PAYMENTS & SECURITY
Which payment methods do you accept?
We accept secure payments through Shopify Payments, including:
Shop Pay
Visa
Mastercard
American Express
Diners Club
Discover
Maestro
UnionPay
Apple Pay
Google Pay
All transactions are securely processed.
Is your website secure?
Yes. Our website is protected with SSL encryption, and all payments are handled securely through trusted payment providers.
No payment information is ever stored on our servers.
PRODUCT & ORDER INFORMATION
How do I choose the right product for my space?
We provide detailed product descriptions, dimensions, and material specifications for our products.
If you are still unsure, please contact us at support@tezoe.com, and our team will be happy to help you choose the most suitable option for your space.
What should I do if I didn’t receive my order confirmation?
Please first check your spam or junk folder.
If the confirmation email is not there, contact us with your name and order number, and we will gladly verify your purchase.
Can I make changes to my order after purchasing?
If your order has not yet been shipped, we may still be able to assist with changes.
Please contact us as soon as possible after placing your order.
Once the order has been shipped, changes or cancellations can no longer be made.
For any questions, you can easily contact us here:
Website Name: tezoe.com
Business Name: Tezoe
Email: support@tezoe.com
Contact Form: Click here to contact us
Phone Number: +44 7916693185
Address: 42 Granville Place, High Road, London N12 0AX, United Kingdom
Country of Registration: United Kingdom
Customer Service Hours: Monday to Friday, 9:00am – 5:00pm (GMT)
Our support team aims to respond to all inquiries within 24 business hours.