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. 

Brexit transition

Essity has done everything possible within our control to mitigate short-term risks at the end of the Brexit transition period on the 31st December 2020. Essity is holding stocks of finished products, raw materials and spare parts that are imported or exported between the UK and EU to ensure that we can continue to supply in the event of any short-term border delays.

Do you deliver to the Channel Islands?

No. Unfortunately, we do not deliver to the Channel Islands therefore, we cannot accept any orders from the Channel Islands. For more information about how to obtain our products in the Channel Islands, please call the TENA Direct team on 0800 393 431.

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 tena.online@essity.com.

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!

Please note that we do not deliver to the Channel Islands therefore, we cannot accept any orders from the Channel Islands.

How long does it take for my order to arrive?

Delivery is generally within 2 working days (order before 3pm). Due to high demand deliveries are taking 4-5 days at the moment. TENA Direct uses UPS to deliver your TENA Direct order by courier. If you are not at home, they will leave a card and attempt to deliver the next working day. Note: UPS do not require a signature to ensure safe delivery. UPS also offers UPS My Choice which allows you to receive delivery alerts.  

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 tena.online@essity.com.

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 reassured that your delivery is discreet.

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

If you have forgotten your password, click on ‘Forgot your password’. An email with a link to reset your password will be sent to your registered email address. 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. Any problems, please contact us by phone or email and we'll be pleased to help.

How can I pay for my order?

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

Please note that we do not deliver to the Channel Islands therefore, we cannot accept any orders from the Channel Islands.

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, you can order a sample of selected products directly from the 'samples' page in TENA Direct online. The 'samples' page is under 'Support and advice' in the menu at the very top. If you require a sample for any other product, please call the TENA Direct team on 0800 393 431.

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 tena.online@essity.com 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.