Frequently asked questions

These are our most frequently asked questions so hopefully, you will find the answer to your query here. However, if you can't find the information you need, please do not hesitate to contact us. 

Do you deliver to the Channel Islands?

Yes!  We're pleased to advise that we deliver to the Channel Islands. Please call the TENA Direct team on 0800 393 431 to place your order as we cannot accept online orders for the Channel Islands. Delivery is FREE and in 6 working days (order before 3pm). Note: not all products are available to order for delivery to the Channel Islands. The Customer Service Advisor will confirm if the product you would like to purchase is available to order at the time you place your order. 

What should I do if I have a complaint?

We are sorry to hear that you have a complaint. Please contact the TENA Direct Customer Services team on 0800 393 431.

How can I contact TENA Direct?

You can contact us using our freephone number 0800 393 431 and talk to one of the TENA Direct Customer Service team between the hours of 8:30am and 5:00pm, Monday to Friday. You can also email us at

Do I need to create an account to shop at TENA Direct?

No, you can purchase from TENA Direct without registering. Although if you intend to buy from TENA Direct more than once, you may find it beneficial to create an account for a faster and easier checkout.

Can I use a different delivery address?

If you have an account with TENA Direct, you can create different UK delivery addresses within your profile. When you place an order, you can then select one of these delivery addresses at checkout. If you do not have an account, we can only deliver to the payment cardholder's registered address. It's quick and easy to create an account and there are other benefits too!

How long does it take for my order to arrive?

Delivery is generally 2 - 3  working days for orders placed before 3pm (6 working days for the Channel Islands). TENA Direct uses a courier to deliver your order. If you are not at home, they will leave a card and attempt to deliver the next working day. Note: a signature is not required. TENA Direct delivers to the UK and Channel Islands only. 

Can I change or update my email address?

Yes, simply log in to your account and go to My Profile. Just below your current email address there is a link to change your email address. You will still be able to see all your order history and your email address will also be updated for any subscription orders you may have set up.

Will I be charged for delivery?

No, all TENA Direct orders are delivered free of charge in discreet packaging.

Healthcare advice

Please do not hesitate to seek healthcare advice if you experience regular urinary leakage.

When is TENA Direct open?

We are here to help.You can order online from TENA Direct at any time day or night. You can place an order over the phone by calling us on our freephone number 0800 393 431 during our opening hours. Our experienced Customer Service team is happy to answer any questions you may have about our products or order queries.Simply call the freephone number or e-mail us at

Our usual opening hours are:

Monday to Friday, 8:30am to 5:00pm

How much can I order?

We may occasionally implement maximum quantity restrictions. If these are in place and you try to order more than the maximum order quantity allowed for that product, a pop-up box will inform you that you already have the maximum quantity in your basket.

What will my delivery look like?

Every delivery from TENA Direct is sent in neutral packaging- without branding- so you can be assured that your delivery is discreet.

I've forgotten my password! What do I do?

To create an account in TENA Direct you need an email address and a password. If you have forgotten your password, login to your account and click on ‘Forgot your password’. An email with a link to reset your password is sent to your registered email address in the account. In some cases, it may be filtered into a junk or spam folder so please check these folders. If you do not receive your new password within 24 hours, please contact us by phone or email and we'll be pleased to help.

You can also delete your account if needed. Login and visit the 'My Profile' section of your account. The delete account link is at the bottom of this section. Or calling the TENA Direct team on 0800 393 431.

How can I pay for my order?

You can pay for your purchase with a Maestro, Mastercard, VISA card or through PayPal.

Essity has taken every care in the preparation of the content of our website, in particular to ensure that prices quoted are correct at time of publishing and all products have been fairly described. Visit our Terms and Conditions for more information.

Please be advised that from the 1st January 2023 there will be a price increase on all TENA products purchased from TENA Direct. Please continue to visit this online shop for the latest prices, offers and promotions. If you have any queries, please email or call 0800 393 431. 

When will I be charged?

You need to pay for your order at the same time you place your order. Your payment will be processed immediately. Your order is not complete until you have entered your payment card details or paid via PayPal. Once your transaction has been completed, an order confirmation number will be shown and you will receive a copy of this by email. 

Can I get a free sample before I place my order?

Yes. Samples are available for selected products only. For TENA Pants, TENA Flex and TENA Slip product ranges, please call the TENA Direct team on 0800 393 431 for a sample.

Please note, not all sizes and absorbencies are available as a sample and all samples are subject to stock.

Usage Instructions

Yes, you will find how to apply videos on TENA Pants, TENA Flex, TENA Slip and TENA Comfort. You can find these under the usage instructions tab on the product page.

Can I return the product?

If you have changed your mind for any reason, you may return products back to us in their original packaging, unopened and undamaged, within 14 days of receipt of goods. You will then be offered a refund. You must complete a returns form and include in the package. The form and returns label can be obtained by emailing the TENA Direct Customer Services team at or by calling 0800 393 431.

Please note that you must return the goods back to us at your own cost and risk, and we recommend using a tracked service, as we cannot be held liable if the parcel is lost or damaged in transit. For bulk order returns, we will organise the return for you. Products that have been opened or damaged will not be refunded. All refunds are made via your original payment method. Our returns policy can be found in our terms and conditions.   

What does secure shopping mean?

Shopping online safely is important. You will notice that the TENA Direct website has a padlock in the address bar and starts with https:// (the 's' stands for secure) to indicate to our customers that this is a secure site. Once you have gone through the checkout process you leave our website and are directed to our payment service provider’s site, BarclayCard. Barclaycard offer a secure payment environment where you can enter your payment card details. Your payment card details are not stored in our website.

Why should I create an account with TENA Direct?

Registering with TENA Direct makes future purchases easier as you won’t have to re-enter all your details each time you order. You also benefit from several other features such as multiple delivery address options, save your payment card details for a faster checkout and setup 'subscription' for automatic regular orders.

Can I get VAT relief on my order?

Please read more about VAT relief and eligibility here.