GENERAL
Our pieces fit true to size.
If you’re between sizes, choose the larger for a more relaxed fit.
You can view our full size guide on each product page.
ORDERS
Once your order is placed, you’ll receive an order
confirmation email.
When your order ships, you’ll receive your Royal Mail tracking link.
Track your order here:
https://www.royalmail.com/track-your-item
If you haven’t received a confirmation or tracking email, contact us at hello@tenilondon.com
Orders cannot be changed once placed.
Please review your items carefully before checking out.
Email us at hello@tenilondon.com with:
1. A photo of the incorrect item
2. The product label + the clear bag label
3. A photo of the parcel’s shipping label
We’ll take care of it quickly.
Check your spam or junk folder first.
If you still can’t find it, email us with your name and delivery address at hello@tenilondon.com.
Email us at hello@tenilondon.com with your order number so we can check this for you.
Email hello@tenilondon.com with:
1. Front and back of the outer packaging
2. A photo of the shipping label
3. Photos of all items you received, including labels.
We’ll resolve this for you.
DELIVERY
All orders are processed and shipped directly from our UK warehouse.
- United Kingdom:Standard Tracked: 2–5 working days — £3.99 (Free on orders over £75)
- Next Day Tracked: 1–2 working days — £5.50 (Order by 12 PM noon Mon–Fri)
- European Union:DHL Express: 1–3 working days — £14.99 (Delivered Duty Paid - all taxes are collected completely upfront at checkout so there are no surprise fees at your door)
- USA & Canada:DHL Express: 1–3 working days — £23.99 (Delivered Duty Paid - all duties and local taxes are collected completely upfront at checkout so there are no surprise fees at your door)
Please check with:
· Household members
· Neighbours
· Any safe place the courier may have used
If you still can’t locate it, contact us within 3 days of the delivery date at hello@tenilondon.com.
Tracking may take up to 24 hours to activate after dispatch.
You can track your parcel here:
https://www.royalmail.com/track-your-item
If tracking still doesn’t update, email us with your order number.
UK Next Day Delivery Terms
To qualify, your order must be placed before 12pm (noon) Monday–Friday (excluding bank holidays and weekends). Orders placed after 12pm (noon) on Friday are dispatched the following Monday.
During busy periods or product launches, the cut-off time may change. The cut-off shown on our website at checkout is the one that applies to your order.
Excluded Postcodes
The following locations are not eligible for UK Next Day Delivery:
- GY, HS, IM, JE, KW15–17, PA49, PA60–75, PA78, PH30, PH41–44, ZE2–ZE3
- All BFPO addresses
If Next Day Delivery is selected for an excluded address, your order will be automatically downgraded to our standard tracked service and delivered as soon as possible.
Address & Payment Checks
Orders with unclear, incomplete, or incorrect address details, or those requiring payment or security verification, are not eligible for Next Day Delivery. Please ensure your details are accurate at checkout.
Delays Outside Our Control
Severe weather, transport issues, industrial action, or other events beyond our control may impact delivery times. If this happens, your order will be delivered as soon as possible after the expected date.
RETURNS & REFUNDS
What is your return policy?
- United Kingdom: We offer free UK returns within 30 days of receiving your order.
- USA, Canada & European Union: Returns must be initiated within 14 days of delivery. For international orders, return shipping costs and any non-refundable local customs duties/processing fees are the responsibility of the customer.
To qualify for a refund, all items must be:
- New, unworn, and unwashed
- In their original condition with all tags attached
- Free from makeup, deodorant, perfume, odours, stains, or damage
- Packaged securely to prevent damage in transit
- Returned using the correct label via our portal
Please note: For hygiene reasons, underwear, bodysuits, socks, and hair accessories cannot be returned. Swimwear can only be returned if the hygiene seal is completely intact. Items that do not meet these conditions will be rejected and sent back to you.
Use our UK Returns Portal:
Create a Return: https://tenilondon.co.uk/a/return
You’ll need your order number and email.
No.
While returns within the United Kingdom are free, all international returns from the USA, Canada, and the European Union are subject to a return shipping and processing fee.
Returns take up to 10 working days to process once received.
Refunds take 5–10 working days after approval.
Refunds go to the original payment method.
If you haven’t heard from us after 10 working days, contact us at hello@tenilondon.com.
FAULTY PRODUCTS
Email hello@tenilondon.com with:
· Your order number
· Photos of the fault
We’ll handle it for you.
If the fault develops within 6 months, email us and we’ll review it.
We can only assess faults after 6 months if you can show the issue was present on arrival.
PAYMENTS
We accept:
· Visa
· Mastercard
· American Express
· Apple Pay
· Google Pay
· Shop Pay