Shipping Country
We ship worldwide. Our team handles your order with care and together with our trusted courier partner, we will deliver your package to your choice of destination.
Shipping Cost
Shipping costs vary based on the destination of your order:
• Singapore, South Korea, Taiwan, Hong Kong SAR & Malaysia: Flat rate of $5 USD for any order (3-5 shipping days)
• Other countries and regions: flat rate of $10 USD for any order. (7-10 shipping days)
• Free Shipping on any orders $150+
Shipping Time
Please allow up to 5-7 business days for us to process your order. Once your order is shipped, you will receive a shipping notification email with information to track your order.
*Please note that delivery times may vary based on the selected service and destination.
Other shipping-related issues
In the event of a lost package or other shipping issues, please contact us at contact@gmail.com, and our team will do our best to assist you as soon as possible.
Return & Exchange Policy
We always put your satisfaction first and understand things happen. If you change your mind with your order, no questions asked. Just simply send us a request to contact@gmail.com within 14 days of delivery. Remember to include your order number in the email subject so our team can help you as soon as possible.
*Please note the items should be returned in perfect condition with all tags attached in their original packaging.
Sale and personalized orders are final and not eligible for return.
Return Shipping
The cost of return shipping varies based on your location. Any return shipping fee will be deducted directly from your refund.
The return shipping fee will be the customer's responsibility. We recommend you use a tracking service.
Refund Process
Our refund process usually takes about 5 business days once we approve your refund request. We'll send an email once the returned item has been received and your refund has been processed. Please allow 3 - 5 business days for your refund to be processed and it will return to your original form of payment deducting the shipping fee if any.
*Please note original shipping costs are non-refundable. Duties and taxes are non-refundable if any.
Damaged or Defective Item
We take pride in the quality of our products and provide a 7-day warranty on all of our bags purchased through our website (thetenera.com). Please reach out to our customer service team at contact@gmail.com quoting your online order confirmation number along with photos of the products including the front, back, sides, bottom, and interior.
If the item is damaged on the way, or found defective in materials or craftsmanship within 3 days of delivery, our team will work with you to repair the bag at our cost or send you a new item as a replacement if we cannot repair the product.
This warranty does not cover damage from accidents, fire, flood, or other natural disasters, cleaning products or chemicals, contact with sharp or abrasive objects, human fluids, stains or spills, pet damage, misuse, normal wear & tear, or from any other service/alteration made by any other party.