Frequently Asked Questions

Frequently Asked Questions

FAQ

Tensira

Where does the name Tensira come from ?

It is the name of a small artisanal village specialized in indigo in the region of Fouta Djalon in Guinea. The manager of Tensira, Hamidou DIALLO was born and grew up right next to this village. Our indigos are dyed in Tensira –village.

Is there a Tensira store ?

For the moment we don't have a store but we have many retailers all over the world, please see our retailers section. 
Discover a beautiful selection of Tensira's products on our eshop.

In addition, we have a showroom in the center of Paris located at 21 place des Vosges 75003 Paris, you can visit it by appointment from Monday to Friday, contact us here.

Where are our products made ?
All our fabrics and products are made in our workshops located in the Republic of Guinea, the country of origin of Hamidou Diallo, Tensira's manager.
Our sustainable commitments

Since the beginning of Tensira in 2009, the sustainability has been our core value. All our fabrics are 100% cotton and our indigo dyes are only vegetable.

In an eco-responsible perspective, we chose solar energy to meet the energy needs of our workshops.
We installed solar panels, a green and sustainable energy that has powered our workshops in Guinea since the creation of Tensira.

Being owned by Tensira, the workshops can put an emphasis on upcycling of offcuts and scrap fabrics to optimize the manufacturing process and remain as sustainable as possible. 
Tensira has a zero waste perspective .

My order

How do I track my order?

Within 24-48h from your order, our team will prepare your parcel and you will automatically receive a tracking number. If for some reason you haven't received it, check your spam folder and contact us here.

Can I cancel or modify my order ?

You can always modify or cancel your order until you haven't validated your cart.  

Once you have finalized your order, you can not modify or cancel it. For an exchange or a refund, you have 14 days after receipt of the parcel to return the product.
Contact us here to send your return request.

I am looking for a product that I can't find from the eshop
For any further enquiries for a product you can't find from our eshop, contact us here. Our team will be happy to help you in the treasure hunting !

Delivery

What are the lead-times and the delivery costs?

We prepare your order from Monday to Friday (except for Bank Holidays), we ship all orders from France. 

You will receive your order within 2 to 5 working days. 
Add 3 working days for shipments outside the EU.

The delivery costs depend on the country of delivery. They are automatically calculated and you will find the total including delivery once you have filled in the shipping and billing information.
For order for 100EUR and more in France, UK and European Union countries, the shipping is free of charge (standard shipping).* 
For order for 300EUR and more outside the European Union, the shipping is free of charge (standard shipping).*

*Excluding BtoB orders

I would like to order, but I can't find my country from the list ?
We ship all over the world. If you can't find your country from the list of countries, contact us here and we will provide you a personalized shipping cost.
The product I received has a default

Our fabrics may have small variations in color and weaving. They are part of the charm of artisanal products and make each piece unique.

All our products go through a high quality control. 
If you are not satisfied with the quality or notice a default, contact us here and we will reply you within 48h.  

Payment

How can I pay my order?

You can use Visa, Mastercard or American Express.
It is also possible to pay via PayPal or Apple Pay. 

How to use a discount code?

Once you have validated your cart and your shipping/billing information, fill in the "discount code" box.
Discount codes are not applicable on shipping costs.

Is my payment 100% secured?
We only use 100% secured payment and none of the banking information is kept on our website or directly accessible to our staff.
I have difficulties with my payment
If you have any difficulties with your payment, please try again using a different payment method.
If the problem persists, contact us here.
Our staff will be happy to assist you !

Exchange and refund

I would like to return my order or part of my order

It is possible to exchange or return your purchase within 14 working days of receiving the order.
The returned product must be in its original condition and packaging. They must not have been used and washed.

Returns are at the customer's expense.

For any return request, contact us here

How do I get a refund ?

Once we have received your box, the returned product is controlled by our team. 
The refund will be credited via your initial payment method. 

My account

I want to create an account with Tensira

You can create an account by clicking the link here or the icon "account" at the top right of the homepage.
Fill in your information and you can start passing orders.

 

I forgot my password

You can modify or change your password by clicking the link here "Forgot your password ?"
Then you will be redirected to a form. Fill in the email address you used to create the account. We will send you an email to reset your password.

How to modify my personal information ?

You can modify your personal information such as name, addresses, telephone number, etc. via your Tensira account. 
To change this information, select "Account", and "View addresses" in the box "My addresses". Edit the information or add a new address.
You can also access your order history.

I want to receive Tensira newsletter

Be the first to know about our new product launches, events such as private sales or special discounts...
Fill in your email address in the box at the bottom of the homepage and receive our newsletter !

You can unsubscribe from the newsletter at any time by clicking on the button at the bottom of our emails.

How can I delete my account ?

To delete your account, send a request here with the email address you used to create your account. Our team will come back to you within 48h. 

Professional account

I would like to create a professional account

If you are a professional client, we invite you first to create a regular account here.

After creating your account please write us via contact us or by email at tensira@tensira.com to get your account validated for the professional access.

Our team will quickly reply to you. Once your account is validated by our team, you will have the access to the professional collection. Your login and password will remain the same.

A tutorial video is available to assist you in creating your professional space. Click here to access the video.

 

 

I am a professional client and I would like to discover the professional collection and have an access to the catalogue

In order to access this information and shop the professional collection, you need to validate your account by our team. Contact us here or by email at tensira@tensira.com to send your request.

Care instructions

What are the care instructions ?

• For our non-removable mattresses and cushions, we recommend dry cleaning only.

• For all the covers, table linen, home-linen (not stuffed), accessories in stripes and tie&dye fabrics, you can wash them at 40°C (machine wash).
For indigo products, we only use natural indigo dye. Wash them separately from other fabrics in the washing machine at 30°C.

Another question?

Our team remains at your entire disposal for any questions or suggestions.