Damaged, faulty or incorrect products
Stop using the product and submit the issue through the Contact page as soon as reasonably possible. Where reasonably possible, report shipping damage within seven days so the carrier can be investigated. This request does not reduce any longer right provided by law.
Include:
- Your full name and order number.
- A clear description of the issue.
- Photographs or video showing the product and problem.
- Photographs of the shipping carton, protective packaging and shipping label.
- Any other relevant information.
Keep the product, vessel and all packaging until TenTen confirms whether they are needed. Do not discard or return anything before receiving instructions.
Late or missing parcels
Check the delivery address, carrier tracking, delivery photographs, safe places, other occupants, neighbours, reception and any collection notice. If the estimated delivery period has passed, contact TenTen with your order number. We may ask you to confirm the address, contact the local carrier or complete a non-receipt declaration.
Do not return any product before TenTen provides written approval and instructions. The correct return destination will be provided privately when a return is required.