Frequently asked questions

What is happening to the TENA Direct online shop?

TENA Direct is upgrading its systems from Tuesday 27th August to Monday 2nd September, impacting online shopping, phone orders and deliveries. Customer Service will be available during this time however we won’t have access to your account or order details. Please consult the FAQ section for assistance as we anticipate longer call waiting times for our Customer Services. We’re committed to completing the upgrade efficiently and returning to our usual service level as soon as possible. We apologise for any inconvenience during the system upgrade.

How long will TENA Direct online be closed for?

TENA Direct website will be unavailable from approximately 3.00pm on Tuesday 27th August to 9.00am on Wednesday 28th August. Our delivery times will be up to 6 working days during the website upgrade (27 Aug to 2 Sep). We apologise for any inconvenience during this time.

How can I make sure I have enough TENA product?

You may want to consider ordering additional TENA product due to the longer delivery times during our system upgrade (27 Aug - 2 Sep). We suggest ordering your additional products prior to Tuesday 20th August to allow for delivery by Friday 23rd August.

What are the benefits of the system upgrade?

Our current TENA Direct online shop is getting a makeover designed to enhance your shopping experience and bringing you an easier way to shop online for all your favourite TENA products.

Can I still browse for product information during the downtime?

TENA Direct website will be unavailable from approximately 3.00pm on Tuesday 27th August to 9.00am on Wednesday 28th August. We recommend checking back when the website is back online on Wednesday 28th at 9am. Alternatively, visit our TENA website for product information here https://www.tena.co.uk/.

When will my order be delivered?

All orders placed before 3.00pm on Tuesday 27th August will be delivered within our usual 2-3 working day delivery time. All orders placed after 3.00pm on Tuesday 27th August, will take up to 6 working days to be delivered. Our normal delivery service resumes for all orders placed after 9am on Monday 2nd September.

When will my order be processed?

TENA Direct will be unavailable from approximately 3.00pm on Tuesday 27th August to 9.00am on Wednesday 28th August and during this time you cannot place an order. TENA Direct will be back online on Wednesday 28th August at 9am and your order will be processed during this time. However, delivery times will be up to 6 working days during the system upgrade (27 Aug to 2 Sep).

Is there an estimated time for completion?

Yes. The TENA Direct system upgrade is expected to be completed by Monday 2nd September at 9am. We anticipate our delivery times for all orders placed after this time to be back to the usual 2-3 working days.

Will my regular subscription order be affected?

If your subscription delivery date is between Saturday 24th August and Monday 2nd September, you will need to change your delivery date to between Monday 19th August - Friday 23rd August to make sure you have enough products for your needs during the system upgrade. If your subscription is due within this period and you do not require an earlier delivery, please log into your subscription account and update the next delivery date for after Monday 2nd September. Thank you for your understanding.

Will there be any new features after the system upgrade?

Yes! After the website upgrade, there are several new features that will enhance your shopping experience. We'll share more details soon!

Can the TENA Direct Customer Service team provide up-to-date delivery dates during the system upgrade?

No. During the system upgrade (27 Aug to 2 Sep), TENA Direct Customer Services will not be able to provide a delivery date for your order. Delivery dates will be up to 6 working days during this time. We apologise for the inconvenience and thank you for your understanding.

Can the TENA Direct Customer Service team support me with my order during the system upgrade?

Yes. However, during the system upgrade (27 Aug to 2 Sep), TENA Direct Customer Services will have limited access to ordering information and will not be able to provide a delivery date for your order. Delivery dates will be up to 6 working days during this time. We anticipate our call waiting times to be longer during this time. We apologise for any inconvenience.

What is the last day I can order online before the system upgrade?

All orders placed before 3.00pm on Tuesday 27th August, will be delivered within our usual delivery time of 2-3 working days. If you place an order during the system upgrade (from 3:00pm on Tuesday 27th August to 9:00am on Monday 2nd September), please be aware that delivery times will be up to 6 working days. We apologise for the inconvenience, thank you for your understanding.

When will delivery dates return to normal?

We anticipate our usual levels of service will be back to normal from Monday 2nd September at 9am when all orders will be delivered within 2-3 working days.

Can I order over the phone at TENA Direct during the system upgrade?

No. The system upgrade impacts telephone orders. We will not be able to accept orders over the phone from 3pm on Tuesday 27th August to 9am on Monday 2nd September. However, you can order online at tenadirect.co.uk from Wednesday 28th August at 9am. Please be advised that your order will take up to 6 working days to be delivered during the system upgrade. Our normal service resumes on Monday 2nd September at 9am. We apologise for any inconvenience caused.

Can I amend or cancel my online order during the system upgrade?

TENA Direct website is unavailable from 3pm on Tuesday 27th August to 9am on Wednesday 28th August. During this time, you will not be able to login or access your order. TENA Direct website will be back online on Wednesday 28th August at 9am.

Can I amend or cancel my phone order during the system upgrade?

The TENA Direct Customer Service team will not be able to amend or cancel any orders between 3.00pm on Tuesday 27th August and 9.00am on Wednesday 28th August. After 9am on Wednesday 28th August, TENA Direct Customer Services will be able to support you with your order however, we anticipate our call waiting times to be longer than normal. We apologise for any inconvenience and thank you for your understanding.

Will the website address (URL) change for TENA Direct after the system upgrade?

 No. The website address will remain the same. You can continue to access TENA Direct at www.tenadirect.co.uk

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. 

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

TENA DIRECT CALL WAITING TIMES ANTICIPATED TO BE LONGER DURING SYSTEM UPGRADE 27 AUG TO 2 SEP. PLEASE SEE LATEST INFORMATION IN SYSTEM UPGRADE FAQs

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.

TENA DIRECT CALL WAITING TIMES ANTICIPATED TO BE LONGER DURING SYSTEM UPGRADE 27 AUG TO 2 SEP. PLEASE SEE LATEST INFORMATION IN SYSTEM UPGRADE FAQs

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.

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!

DELIVERY DATES IMPACTED DURING SYSTEM UPGRADE 27 AUG TO 2 SEP 2024. PLEASE SEE LATEST INFORMATION IN SYSTEM UPGRADE FAQs

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. 

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.

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

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

TENA DIRECT CALL WAITING TIMES ANTICIPATED TO BE LONGER DURING SYSTEM UPGRADE 27 AUG TO 2 SEP. PLEASE SEE LATEST INFORMATION IN SYSTEM UPGRADE FAQs

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

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.

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

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. 

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 continue to visit this online shop for the latest prices, offers and promotions. If you have any queries, please email tena.online@essity.com or call 0800 393 431. 

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. 

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.

TENA DIRECT CALL WAITING TIMES ANTICIPATED TO BE LONGER DURING SYSTEM UPGRADE 27 AUG TO 2 SEP. PLEASE SEE LATEST INFORMATION IN SYSTEM UPGRADE FAQs

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.

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.

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.

Please read more about VAT relief and eligibility here.