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

Delivery

What do TENA Direct charge for delivery?
All TENA Direct orders 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.

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

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’. 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.

Returns

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