Shipping policy

TENI London – Orders & Delivery Policy
Last updated: June 2026

All orders placed with TENI London (trading name of Latzel and Co Ltd) are processed and dispatched from our UK facility. Please review the information below for details on delivery times, costs, and international shipping options.

1. Order Processing
* Our current order processing time is 2–5 working days (Monday–Friday), not including the day your order is received.
* During peak periods or product launches, processing times may be slightly longer.
* Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.

2. Delivery Options & Costs
We offer premium tracked shipping to the United Kingdom, the United States, Canada, and the European Union.

| Destination | Shipping Service | Estimated Delivery Time | Cost |
| :--- | :--- | :--- | :--- |
| **United Kingdom** | UK Standard Tracked | 2–5 Working Days | £3.99 *(Free over £75)* |
| **United Kingdom** | UK Next Day Tracked* | 1–2 Working Days | £5.50 |
| **European Union** | DHL Express International (DDP) | 1–3 Working Days | £14.99 |
| **USA & Canada** | DHL Express International (DDP) | 1–3 Working Days | £23.99 |

*\*Orders for UK Next Day Delivery must be placed by 12PM noon (Mon–Fri). Next Day Delivery excludes Sundays and UK Bank Holidays.*

3. Delivery Details & Courier Networks
* **UK Deliveries:** Handled via Royal Mail or equivalent tracked courier services.
* **International Deliveries (USA, Canada & EU):** Handled exclusively via **DHL Express** through our global partner, Global-e. 
* **Duties & Customs Fees:** All international deliveries to the US, Canada, and the EU are sent as DDP (Delivered Duty Paid). All applicable state taxes, local VAT, and customs import tariffs are calculated and paid completely upfront at checkout. Your package will pass smoothly through customs with no additional hidden fees collected at your doorstep.
* Please ensure your shipping address, postal code, and contact number are accurate when placing your order to prevent customs or carrier delays.

4. Free Delivery Thresholds & Exclusions
* **United Kingdom:** Orders with a delivery address inside the United Kingdom over £75 qualify for Free UK Standard Delivery. The free shipping option will automatically appear at checkout when your order total meets this threshold.
* **International (USA, Canada & European Union):** Please note that our website-wide free shipping promotions (including the free shipping over £75 threshold) apply **strictly to orders delivered within the United Kingdom**. Due to the high cost of expedited global logistics, all orders shipped via DHL Express to the USA, Canada, and the European Union are subject to our flat international shipping rates regardless of order value.

5. Pre-Orders and Extended Delivery
If a product is marked as pre-order or extended delivery, dispatch timelines will be clearly stated directly on the product page and mirrored in your order confirmation email.

6. Accepted Payment Methods & Currencies
We accept the following secure payment options on www.tenilondon.co.uk:
* Credit & Debit Cards (Visa, Mastercard, American Express)
* Shop Pay
* Apple Pay
* PayPal
* Google Pay

* **Currency Conversion:** For UK customers, transactions are processed in GBP (£). For international customers checking out from the USA, Canada, or the EU, pricing will automatically display and process securely in your local currency (USD, CAD, EUR) via Global-e.

7. Order Confirmation
Once your order has been placed, you’ll receive an automatic email confirmation. If you do not receive a confirmation within 24 hours, please check your spam folder or contact our support team at hello@tenilondon.com.

8. Tracking Your Order
When your order ships, you’ll receive a dispatch email with a live tracking link so you can follow your delivery. 

You can also track your order using the Shop App, which automatically imports your TENI London order once your shipping confirmation is received:
* Download for iPhone: https://apps.apple.com/us/app/shop-all-your-favorite-brands/id1223471316
* Download for Android: https://play.google.com/store/apps/details?id=com.shopify.arrive

*Please note: DHL Express tracking updates may take up to 24 hours to display live events once the courier has collected the package from our UK facility.*

9. Missed Deliveries & Unclaimed Parcels
If you miss your delivery, DHL Express will leave a calling card, text message, or email with explicit instructions for redelivery or local collection. Unclaimed international parcels returned to our UK facility will be refunded minus the original international shipping fee and any cross-border return courier overheads incurred.

10. Contact Us
For any delivery or order-related questions, please contact:
TENI London (Latzel and Co Ltd)
Email: hello@tenilondon.com
Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom 
Website: www.tenilondon.co.uk