FAQ

These are our most frequently asked questions. Please check here before contacting us:

Products

Can I get a free sample before I place my order?
Samples of some of our products can be ordered - please call the TENA Direct team on 0800 393 431

Free Delivery

What does TENA Direct charge for delivery?
All TENA Direct orders are delivered free of charge.

When will my order be delivered?
We usually deliver within 2 working days when ordering before 3pm*.

*Due to COVID-19, we were experiencing an increase in demand that was impacting on our usual levels of service. We are pretty much back to normal and most orders are being delivered within our usual 2 working day delivery time and our TENA Direct team are back to answering your calls in our usual responsive time-frame.

How much can I order?

Due to the unprecedented demand, there are maximum quantity restrictions in place. If you try to order more than the maximum order quantity allowed for that product, a pop-up box informs you that you already have the maximum quantity in your basket. Please consider others and purchase respectfully at this time.

Can I have my products delivered to any address?
If you are a registered user of this site you can set different UK delivery addresses. Please note that we do not deliver to the Channel Islands therefore, cannot accept orders from the Channel Islands. If you do not register, we are only able to deliver to the cardholder's registered address.

Packaging

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

Payment

Payment options
You can pay for your purchase with Maestro, Mastercard, VISA and VISA Electron cards. Please note that we do not deliver to the Channel Islands therefore, cannot accept orders from the Channel Islands.

When will I be charged?
Your payment will be processed immediately

VAT Relief
Please read more about VAT relief and eligibility here.

Account

Why should I register with your TENA Direct?
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 multiple delivery address options etc.

Do I need to create an account to shop with TENA Direct?
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’. A password reset link will be sent 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.

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.

Returns

Returns policy
Please read more about our returns policy in our terms and conditions.

Opening Times

TENA Direct Telephone Customer Services Opening Hours
You can call our freephone line and talk to one of our TENA Direct advisors. Lines are open Monday to Friday 8:30am to 5:00pm. 

Freephone: 0800 393 431

What quantities can I order?
We have implemented maximum quantity restrictions both for online and telephone orders. If you try to add more than the maximum order quantity allowed for that product, a pop-up box alerts you to the fact that you already have the maximum quantity in your basket. We are asking our customers to purchase respectfully for others. Thank you.