Frequently asked questions

Can I get a free sample before I place my order?
Yes, we offer you the possibility to order free samples.

When will my order be delivered?
Orders will normally be delivered within three working days

What do TENA  charge for delivery?
All webshop orders over £50 are delivered free of charge. 

When will my order be delivered?
Orders will normally be delivered within three working days.

Can I have my products delivered to any address?
If you are a registered user of this site you can set different delivery addresses. If you do not register, we are only able to deliver to the cardholder's registered address.

What will my delivery look like?
Every delivery from TENA  is sent in neutral packaging- without branding- so you can be reassured that your delivery is discreet.

When will I be charged?
You can pay for your purchase with Maestro, Mastercard, VISA and VISA Electron cards and your payment will be processed immediately.

What payment options do I have?
You can pay for your purchase with Maestro, Mastercard, VISA and VISA Electron cards.

Am I eligible for VAT Relief?
Please read more about VAT relief and eligibility here.

Why should I register with your site?
Registering with TENA Direct makes future purchases easier as you won’t have to resubmit all your details each time. You can also benefit from a number of features such as repeat orders, reminders, multiple delivery address options etc.

Do I need to create an account to shop with you?
No, you can purchase from TENA Direct without registering. If you intend to use TENA Direct more than once you can benefit by registering, making future purchases easier and faster.

I’ve forgotten my password. What do I do now?
If you have forgotten your password, click on ‘Forgot your password’. Your password will be reset and a new one e-mailed to your registered email address. In some cases, it may be filtered into Junk/Spam folders. Please check these folders if you do not receive your new password within 24 hours. We recommend that you change this new password back to something you can easily remember.

Can I change or update my e-mail address?
No. Your e-mail address is the way we identify your account. If you want to change this you will have to re-register using your new email address.

How do I return an order?

Please read our returns policy before returning any goods to TENA Webshop. 

Goods may be returned within 30 days of receipt.For hygiene reasons only full, undamaged and unopened boxes can be returned.Unfortunately, goods which do not comply with these conditions may not be returned.

Where goods are returned in accordance with this provision, we will credit any monies already paid by you, excluding any delivery costs.

Refunds will be made within 10 working days from receipt of the returned goods.

If you intend to return any goods or wish to discuss further please contact the TENA Webshop Team on 0800 393 431.