Shipping policy

GENERAL TERMS AND CONDITIONS OF SHIPPING

Where do you ship?

We deliver to most addresses in Great Britain and Northern Ireland.

How much is delivery?

We offer a FREE standard or express  (£5.90) shipping option on all orders placed on shop.tena.co.uk (i.e. we pay for shipping costs.)

When will I receive my order?

We process and despatch orders daily from the UK. We aim to ship orders successfully placed before 2PM on the same day (Monday to Friday, excluding public holidays). Orders placed after 2PM, on weekends or public holidays are despatched the following working day.

The lead times for our shipping options are as follows:

Standard Delivery: RM48 tracked 3 - 4 days depending on postcode
Express Delivery: RM24 tracked 1 - 2 working days depending on post code (excluding Sunday)

See Royal Mail T&C's: Specific Terms for Non Account Tracked 24 and Tracked 48 (Version 6) (royalmail.com)

You will receive a shipment notification e-mail once your order has shipped, including any tracking details if applicable.

Whilst we take care to ship all offers as soon as possible, please note that these lead times are a guide only and we cannot offer any guarantees or refunds on postage for delays outside our control such as postal / courier delays, delays in customs or bad weather.

We kindly ask you to please make sure you enter the correct address for deliveries. The address cannot be changed once you placed an order, and products will be shipped to the address you specified.

If no one is available to take the delivery, or the parcel cannot be posted through your letterbox, the postal service may notify you of delivery attempt and tell you how to rearrange delivery or collection of the parcel. If the parcel cannot be delivered, and is returned to us, we will get in touch to rearrange delivery. You may be liable for any costs incurred for re-shipping.

I need help with something else?

If you haven’t received your delivery and if you believe your parcel may be lost, firstly, we are sorry. Please get in touch with us with your order number within 7 days of the expected delivery date and we will look into this for you. If we are made aware outside this time, or if you have shipped the product to the wrong address, we cannot guarantee to cover your costs.

For any questions related to returns, please refer to our returns and refunds page.

Tena reserves the right to change shipping rates and policy at any time.