Shipping Policy
(Updated February 20, 2022)
Shipping & Delivery
Contents
- Packaging
- Shipping
- Shipping Costs & Free Shipping Offers
- Delivery Times & Tracking
- Redirecting Packages
- Contact
1. Packaging
All orders from all official European TENGA Stores are shipped out in discreet, brown cardboard boxes as you can see below.
No TENGA branding or logo is visible on the box itself. However, please note that "TENGA Europe GmbH” is noted in the dispatch address on the shipping label.
2. Shipping
TENGA STORE UK offers shipping all across Europe!
All orders are dispatched from our warehouse in Cologne, Germany with DHL's International Premium courier service as standard across 6 zones. Orders are dispatched same day for all orders made by 11:00 CET/CEST on Monday - Friday (excluding local public holidays). Orders made after 11:00 CET/CEST are dispatched the next working day.
2.1 Shipping Costs & Free Shipping Offers
Shipping costs are calculated according to the destination’s shipping zone. We also offer free shipping on orders that reach certain order amounts. See the table below to find out shipping rates and free shipping thresholds for your region.
| Zone | Shipping Cost | Free Shipping Over* | Region(s) |
|---|---|---|---|
| Zone 1 | £3.60 | £20.00 | Germany |
| Zone 2 | £4.80 | £25.00 | Netherlands |
| Zone 3 | £6.40 | £50.00 | France, Spain |
| Zone 4 | £9.70 | £75.00 | Andorra, Austria, Belgium, Czechia (Czech Republic), Denmark, Great Britain, Hungary, Italy, Luxembourg, Monaco, Poland, San Marino, Slovakia, Slovenia, Holy See (Vatican City) |
| Zone 5 | £10.50 | £100.00 | Bulgaria, Croatia, Cyprus, Estonia, Greece, Ireland, Latvia, Lithuania, Malta, Portugal, Romania |
| Zone 6 | £14.00 | £100.00 | Albania, Belarus, Bosnia & Herzegovina, Finland, Iceland, Liechtenstein, Macedonia, Moldova, Montenegro, Norway, Serbia, Sweden, Switzerland, Ukraine |
*Free shipping is offered on orders whose total order value (excluding discounts and taxes) exceeds the amount above. Subject to change during promotional periods, and with the use of discount coupons.For any questions regarding shipment to your region, contact us here.
2.2 Delivery Times & Tracking
All orders are dispatched from our warehouse in Cologne, Germany with the DHL International Premium Package service (except for domestic German shipments, where Deutsche Post is used).
When your order leaves our warehouse, you will receive a tracking number via email. Using this number, you can track your parcel directly with the delivery services below.
| Destination Country | Delivery Service | |
|---|---|---|
| Germany | Deutsche Post | TRACK PACKAGE |
| All other European destinations | DHL International Premium | TRACK PACKAGE* |
*Packages will be passed to local carriers once they leave Germany. Please be sure to track your package using the link provided by DHL to your local carrier.
See below for a guideline for delivery times from day of dispatch to your destination during times of regular service. Any expected delays to dispatch and delivery are posted as a notice on the Store at the time of order.
| Within 2 Business Days | Austria, Belgium, Germany, Netherlands (*1), Switzerland |
| Within 3 Business Days | Croatia, Czechia, Denmark (*2), France (*3), Hungary, Italy, Lichtenstein, Luxembourg, Poland, Slovakia, Slovenia, Sweden |
| Within 4 Business Days | Finland, Ireland, Monaco, Romania |
| Within 5 Business Days | Great Britain (*4), Latvia, Lithuania, Norway, Portugal, Spain |
| Within 6 Business Days | Estonia, Iceland, Malta |
| Within 7 Business Days | Andorra, Belarus, Bosnia and Herzegovina, Macedonia, Moldova, Montenegro, Serbia, Vatican City (Holy See) |
| Within 8 Business Days | Albania, Greece, San Marino |
| Within 11 Business Days | Cyprus (*5), Ukraine |
(*1) Mainland only. Other regions (overseas territories) - within 9 business days
(*2) Mainland only. Other regions (Faroe Islands/Greenland) - within 7 business days
(*3) Mainland only. Other regions (overseas France) - within 15 business days
(*4) including Isle of Man
(*5) Northern Cyprus - within 9 business days
3. Redirecting Packages
We’ve all been there and realised too late that we’ve ordered a package to the wrong address. If you find yourself in such a situation, do not worry - help is at hand!
If your order has not been dispatched yet: you can cancel your order free of charge, and re-order the shipment to the correct address.
If your order has been dispatched: unfortunately we cannot change the delivery address at this point, but if you get in touch with us here as soon as possible, we will assist you with a redelivery as soon as possible.
4. Contact
For any questions or concerns regarding the delivery of your order, please contact us here.