Do not send a product back before contacting TenTen and receiving written approval and return instructions.
Request assistance through the Contact page. Include your name, order number, product, reason for the request and supporting photographs where relevant.
TenTen will confirm in writing:
- Whether a return is required.
- The correct return destination.
- What must be included with the parcel.
- Who is responsible for delivery costs.
- Whether a refund, replacement or another remedy is appropriate.
The address printed on the original parcel may not be the correct return destination. Do not return a product before instructions are provided. An approved destination will be supplied privately.
Keep the product and its packaging until instructions are provided. If you are responsible for return delivery, pack securely, use an appropriate tracked service and keep proof of lodgement. Do not purchase unusually expensive or express return delivery without TenTen’s written agreement.
TenTen does not voluntarily accept returns or exchanges for change of mind, ordering errors or fragrance preference. Mandatory rights under applicable consumer law are unaffected. Approved refunds are issued to the original payment method. See the Refund and Returns Policy for complete terms.