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.

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 an 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) however, due to an unprecedented demand delivery is taking between 3-4 days.

Your products will be delivered by courier. If you are not home, they will leave a card and attempt to deliver the next working day. 

Can I change or update my email address?

No this option is currently not available. Your email address is the way we identify your account. If you want to change this, you will have to create a new account using your new email address. You will not be able to view your order history once you delete your account.

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?

You can order online from TENA Direct at any time day or night. You can speak to the Customer Services team by calling us on our freephone number 0800 393 431 during our opening hours. You can also email us at tena.online@essity.com.

Our usual opening hours are:

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

You can continue to place your order online throughout the festive season but if you need to contact us, here’s our opening times.

  • Christmas Eve open until 1pm
  • Christmas Day closed
  • 28th December closed
  • 29th & 30th December open 8:30am to 5pm
  • New Year’s Eve open until 1pm
  • New Year’s Day closed

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 and VISA Electron debit/credit card. You can also pay via 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 my order?

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 can also benefit from a number of 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.