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 ship from the UK.
UK Standard: 2–5 working days — £3.99 (Free over £75)
UK Next Day: 1–2 working days — £5.50
Processing time: 2–5 working days (Mon–Fri), not including the order day.
We currently ship within the UK only.
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.
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
• Jersey, Guernsey & Isle of Man
If Next Day Delivery is selected for an excluded address, we’ll deliver as soon as possible after the expected date.
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
We offer free UK returns within 30 days of receiving your item.
Items must be:
· New, unworn, unwashed
· In original condition
· Tags attached
· Free from odours, stains, or damage
· Packaged securely
· Returned using the correct label
Items not meeting these conditions will be rejected.
Use our UK Returns Portal:
Create a Return: https://tenilondon.co.uk/a/return
You’ll need your order number and email.
UK returns are free.
A prepaid Royal Mail label is provided.
Always keep your proof of postage.
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