Customers have 14 business days from the delivery date to return their order to the TSAANA return center in order to receive a gift card. Items must be returned in their original condition, including packaging, accessories, and labels, using the documentation provided in the package.
Yes, it is necessary to register your return in your customer account before sending it back to us.
To do this, go to your personalized “My Orders” area via our return portal www.account.tsaana.com and follow the steps below to create a return request:
Steps to Request a Return :
1. Log in with the email address you used when you placed your order.
2. Go to the tab Commands.
3. Under the item you want to return, click Return request.
4. Select the return reason from the dropdown list.
5. Click on Request a return to validate.
Once your return has been registered, you will receive a confirmation email containing your return label, which you can print and affix to your package if your return is eligible.
If necessary, also send an email to our customer service at serviceclient@tsaana.com, by specifying the number of your order in the subject of the message.
Returns Processing Time:
After receiving and inspecting your package, we will process your return within 14 working days:
- If your return is accepted, you will receive a confirmation by email.
- The refund will be made in the form of a gift card, usable on our Tsaana store.
For any questions or assistance, do not hesitate to contact our customer service.
TSAANA does not offer a direct exchange service. However, it is possible to return the order for a refund in the form of a gift card and to place a new order for the desired item.
Customers have 14 days after receiving their order to return it. Items must be in their original packaging, in perfect condition, with all accessories included. The return form via the customer portal www.account.tsaana.com must be used and the steps indicated in the package must be followed to complete the return.
To cover return costs, TSAANA will deduct €8.00 from the total refund amount. It is recommended to keep the proof of shipment until receipt of the refund in case of loss of the order on the way to TSAANA.
For returns outside Europe, the return costs depend on the carrier used
In case of receiving a faulty item, contact TSAANA within 7 days of receiving the order at serviceclient@tsaana.com, by specifying the number of your order in the subject of the message. TSAANA will guide you on the procedure to follow for the return and refund.
Note that TSAANA is committed to a policy of Slow fashion and produces these collections on a pre-order basis and in limited quantities. Therefore, the refund will be made in the form of a gift card within 14 working days of receiving the return.
A confirmation email will be sent as soon as the refund of the returned item is authorized. It is recommended that you keep the tracking number of the package to track its status.
Returned items are under the responsibility of the customer until they arrive at TSAANA. It is advisable to keep a proof of shipment in case of need of contact regarding the return.
TSAANA offers a simplified, paperless return system. To make a return, simply go to your personalized “My Orders” space on your TSAANA account via the return portal www.account.tsaana.com. If you have questions or need help, contact our customer service team at the following address: serviceclient@tsaana.com by specifying the number of your order in the subject.
