Customer Support

My product is broken. Help!

Please get in touch with us below, selecting "My product is broken". Please provide details of where and when you purchased your product, the product name and how the product broke. Do not dispose of the item, as we may ask for photos as part of the investigation process.

Providing your TENGA STORE EUROPE Order Number (if applicable) will help us process your claim quicker.

Note: Defective products are handled in accordance with the product's Warranty and the TENGA STORE EUROPE Refund Policy.

How long is the warranty period for my product?

We cover all products that are defective, fail, or break due to no fault of the end user for the following minimum periods*, depending on the product type.

• Electronic TENGA products and rechargeable iroha products, excluding rechargeable SVR Series products: 1 year from the date of purchase
• Rechargeable TENGA and iroha SVR products: 6 months from the date of purchase
• Battery-Powered iroha products and all other non-electronic TENGA and iroha products: 3 months from the date of purchase

If you have not used your product and it is in its original condition, you can return your item regardless of the reason within 30 days of purchase. No questions asked!

For warranty claims, please get in touch with us below, selecting the "My product is broken" option.

*May be extended due to local laws and regulations.

Can I use disposable items more than once?

No, disposable items cannot be used more than once.

Our disposable products, such as the CUP and EGG Series, are pre-lubricated, ready-to-use and designed to be thrown away after use for the ultimate in convenient, discreet pleasure. For this reason, we do not recommend that disposable products are used more than once.

We sell a range of reuseable products, such as the FLIP ZERO and SPINNER Series, which are designed for easy, convenient, and hygienic washing and drying, so that you can use them again and again.

Can I buy a replacement charging cable/case?

If your product is outside the warranty period and you need a replacement charging cable, fear not!

We sell replacement charging cables and cases for products that have proprietary charging ports.

See below for cables per brand:

• TENGA SVR and TENGA SVR+ Charging Cable
• iroha Accessories, Charging Cables and Charging Cases

Other rechargeable TENGA products, such as the TENGA FLIP ZERO EV, or TENGA VACUUM GYRO ROLLER, use standard USB charging cables. Please check your product manual for the exact cable specifications.

Are the Slide Arms for FLIP Series items available for purchase separately?

No, unfortunately not. If the Slide Arms for your product broke due to no fault of your own, please feel free to get in touch with us below.

How long does it take for orders to be dispatched?

We start processing orders immediately after they are placed. Orders are dispatched same day for all orders placed before 11:00am CET/CEST on Monday-Friday (excluding local German public holidays). Orders placed after 11:00am CET/CEST are dispatched the next working day.

My order has dispatched. How long will it take to reach me?

Delivery times depend on the destination country/region. Please refer to this table for further information.

Once your order has shipped you will be emailed a tracking ID, which you can used for a more detailed view of your item's delivery status.

Track your package below:
Germany
Other Destinations

I'd like to change my order's delivery address.

If your order has not been dispatched yet: get in touch with us below to cancel your order free of charge, and re-order the shipment to the correct address.

If your order has been dispatched: unfortunately we cannot change the delivery address at this point, but if you get in touch with us below as soon as possible, we will assist you with a redelivery as soon as possible.

Is it possible to choose my delivery provider?

Orders are dispatched and fulfilled with Deutsche Post for delivery destinations in Germany. For other destinations, deliveries are dispatched with DHL's International Premium service and passed onto local delivery partners in the destination country once they leave Germany.

Track your package below:
Germany
Other Destinations

Do I have to pay customs and import fees?

All orders from TENGA STORE EUROPE are shipped from Germany. When orders cross the border to non-EU countries/regions (excluding Great Britain and Switzerland), they may incur customs and import fees.

Duties and taxes are determined by the customs agency of the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold - if applicable - for goods imported into the destination country. Payment of any duties and import taxes is collected at the time of delivery and is the responsibility of the recipient to pay.

What payment methods do you accept?

TENGA STORE EUROPE accepts all major credit card and payment providers listed below:

• VISA
• MasterCard
• Maestro
• American Express
• UnionPay
• Bancontact
•  eps-Überweisung
• iDEAL
• Klarna Pay Later
• Paypal
• Sofort
• ShopPay
• Apple Pay
• Google Pay
• Meta Pay
• Amazon Pay

How will charges from the TENGA STORE appear on my credit card statement?

TENGA STORE EUROPE purchases will be listed as "SP TENGA STORE EUROPE" on your billing statement.

My payment got rejected, but there is a charge on my account.

Please rest assured that no money was taken from your account. When you attempt to make a payment, many payment providers will reserve the total amount so that they can process your payment quicker. In cases of failed verification, this amount can sometimes remain inaccessible for a short while, but rest assured that it should return after a couple of days. If this amount remains reserved for longer than a week, please get in touch with your payment provider.

I'd like to change/remove the items in my order.

Unfortunately, we are unable to change the contents of an order once it has been placed and paid for.

Take a look at the question below for instructions on how to cancel your order, so that you can re-order with your desired items.

I'd like to cancel my order.

If your order has not yet been dispatched, please get in touch with us below as soon as possible, so we can cancel your order. If your order has been dispatched, please get in touch with us in accordance with our Refund Policy.

What can I return?

Due to the intimate nature of our products, we only accept returns on unopened, unused items within 30 days of purchase.

If you have reason to believe your product was defective or faulty, please submit a support request, selecting the "My product is broken" option.

How can I return my item?

First, get your proof of purchase and your item ready. Then, selecting the "I'd like to return an item" option, please submit a support inquiry below. It will help us to process your case quicker if you include your TENGA STORE EUROPE order number in your inquiry.

Once your request has been processed, we'll be in touch by email to inform you of the return instructions. Note: Do not send your purchase back to the fulfilment warehouse or manufacturer without prior instruction from the TENGA Customer Service team.

Do I have to pay for return shipping?

Yes, you will be responsible for arranging the return shipment of your items, including the delivery cost and packaging.

We recommend you keep the items in the original box they arrived in.

Are there any reasons I may only get a partial refund?

There are certain situations where we may not be able to provide a full refund, such as: - Any items returned that are not in their original condition, are damaged, or are missing parts, due to no fault of TENGA. 

• Any items returned more than 30 days after delivery. 
• Items purchased at a discount (including with coupon codes). 
• Products purchased as part of a promotional bundle or discount*.

*A full refund may be issued if all products in the bundle are returned unopened and in their original condition.

Where is my refund?

We process refunds once the order has arrived at the processing center, and has been reviewed to ensure that the contents are in their original, sealed condition.

Once we have confirmed this, you will recieve an automated email confirming that your refund has been processed. From this point, it may take up to one (1) month for the funds to appear in your account. If it has been over a month since you received the refund confirmation email and your refund has still not appeared, please get in touch with us below.

How do I reset/change my password?

To reset or change your password, go to the account login page, and click the "Forgot password?" link. On the following screen, enter your registered email address.

If your email address matches a registered TENGA STORE account, you will receive an email with instructions on how to reset your password.

How can I delete my account?

Currently customers are not able to delete their own accounts.

Please get in touch with us below to request account deletion.

Please note that depending on the status of your account, it may take up to 10 days to process the request, in which time you are free to change your mind and cancel the request.

How do I unsubscribe from TENGA STORE marketing emails?

You are able to unsubscribe from any of our marketing emails by clicking the "Unsubscribe" link in the footer of any email.

If you have any issues with unsubscribing, please get in touch with us below.

How can I merge two or more TENGA STORE accounts?

If you happen to have created multiple accounts, please get in touch with us below to process a merging. As part of our confirmation process, we will also ask you to send an email from both registered email addresses, so make sure you have access to both email accounts.

Please note that only accounts registered to the same TENGA STORE can be merged. TENGA STORE USA and TENGA STORE EUROPE accounts may not be merged.

The product I purchased on Amazon/another retailer was damaged during transit. Help!

TENGA STORE EUROPE is not responsible for the shipping & delivery of TENGA or iroha-brand items purchased via other retailers, including Amazon. 

For assistance, please contact the original vendor of your item.

I'm not satisfied with the product I purchased on Amazon/another retailer.

If you are unsatisfied with your product, or would like a refund, please get in contact with the original vendor of your item. 

If you have reason to believe you received a defective product, please get in touch with us below.