FAQs
How can I contact Tensenn?
You can email us at info@shoptensenn.com where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes, we ship internationally.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations before the item is dispatched/shipped. All requests made after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
Our operating hours are between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day.
How long will it take to receive my order?
We aim for your product to arrive 5-15 days after being shipped. During busy periods, orders may take a little longer to arrive.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in Pound Sterling (GBP), which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, and photos/video of the item(s) upon receiving your package. We will endeavour to process a full refund or replacement. If the product is not defective, customers are responsible for covering the return shipping costs.
When will I receive my refund?
Refunds will be credited to your original payment method within 7-10 business days upon receipt of returned items or cancellation. Contact your card-issuing bank for credit posting queries. Allow time for the refund to reflect in your account.
Where do you ship from?
We ship from Hong Kong.