FAQs - Shipping and returns
At TENTH we want to help and answer all questions regarding your order or any process involved in purchasing it.
If you still have more questions, please contact us and we will answer you right away.
- Home delivery: approximately 48/72 hours (working hours).
- Delivery to store: 4 - 6 days (working days).
- Standard Delivery ( Home Delivery ) Free Shipping from 60€ A shipping charge of 3,95€ applies to all orders under 60€
- Click & Collect - Delivery to your chosen store Free of charge.
- Send us an email to [email protected]
- Please state in the email: Your order number The items you want to return Confirm the complete address where you want us to pick up your package. Please protect the content of the package, by making sure that what is inside is not exposed and wont come out. If you are returning footwear, place it correctly in its original box. Then, place it inside a bag, properly sealed and protected.
- The carrier will pick up your package at the indicated address.
- As soon as your items arrives at our warehouse and are checked, we will refund the approved amount through the same payment method used when you made your purchase.
How long will it take for my order to be delivered?
Our delivery times from when the package leaves our warehouse will depend on the type of shipment you have selected.
By selecting the shipping method you prefer, it will show you an estimated delivery date. Please note that non-business days and weekends do not count towards the shipping period. These delivery periods can be affected during sales season or special campaigns.
What shipping options are available? What is the shipping cost?
The cost of the order will depend on the type of shipping you select. You can choose between these delivery options:
When can I pick up my order at the store?
Once your order has been placed, you will receive a purchase confirmation email. Another email will be sent to you once your order has left the warehouse and is on its way to the selected store. A third and last email, will be to you once your order has arrived at the store, confirming that you can pick it up. Remember that you must pick it up within a maximum period of 30 business days.
Which courier service do you use for shipping the clients orders?
Our current courier for both delivery and pick up services, is GLS.
How do I return an order with a home pick up service?
Requesting a return with a home pick up Service is very easy.
We remind you that the items to be returned must be in perfect condition with their original packaging.
Can I buy online and return in-store?
Yes, in any of our stores, except in franchises. https://www.tenth.es/es-es/listado-tiendas You only need to present the purchase confirmation email where the order number appears, or the document that you will find inside your order. We remind you that the items to be returned must be in perfect condition, with their original packaging, all their labels and with their seals in the case of bikinis and swimsuits.
How long do I have to return an order?
You have the right to return unwanted goods up to 30 days from the date of purchase. The return period is extended during the Christmas season. All orders placed between 17 November 2023 and 15 December 2023 can be returned without any problem until 15 January 2024.
Why was my return denied?
TENTH reserves the right to refuse returns communicated or sent after the deadline, or items that are not in the same condition that they were received. We remind you that the items to be returned must be in perfect condition, with their original packaging, and all their labels Due to hygiene and safety reasons, underwear & face masks cannot be exchanged or returned
What should I do if the amount of my refund is not correct?
Should you find a mistake in your refund, please let us know by sending us an email to [email protected] and our customer service team will solve it as soon as possible.
When and how will I receive the refund?
We will not make the refund until the returned item has been received and examined by our warehouse team. The refund will be issued to the same payment method used as the original payment.
Do you refund the shipping fees?
TENTH will asume the cost for your first return / Exchange request. However, shipping costs for the return of a product are always the customer's responsibility.
Can I exchange online orders in-store?
Yes. You are always welcome to exchange for free in any of our stores. You just need to bring the confirmation email, where it shows your order number or the receipt sent in your shipping bag. We remind you that the items to be returned must be in perfect condition, with their original packaging, all their labels and with their seals in the case of bikinis and swimsuits.
Can I exchange an ítem for free?
The first return or Exchange is free of charge, TENTH takes care of the cost of transport. If you require an aditional exchange in your order, you will be responsible for the shipping costs Please ensure that you send it to us to the following address: D.E.P. WEB CHANGES AVDA America nº 3 Fontanar - 19290 Guadalajara We remind you that the items to be returned must be in perfect condition, with their original packaging, all their labels and with their seals in the case of bikinis and swimsuits.
Are shipments made to the Balearic Islands?
Yes, but it has special conditions. Orders are usually processed and shipped within 4-5 business days after order is placed. At this time, we currently have one option avaiable: home delivery. Please note, the all shipping costs are calculated based on the number of items, weight and volume, and that you will be able to check it before confirming your purchase. May we remind you that you may return / exchange unwanted goods up to 30 days from the date of purchase. You can either do it by taking it to any of our stores or by simply sending it to us. If you choose to send it to us, remember that you will be responsible for paying all costs associated with importing the order, including all taxes, fees and/or duties. Please protect the content of the package, by making sure that what is inside is not exposed and wont come out. If you are returning footwear, place it correctly in its original box. Then, place it inside a bag, properly sealed and protected. Please ensure that you send it to us to the following address: DEP. CAMBIOS WEB AVDA América nº 3 Fontanar - 19290 Guadalajara
Are shipments made to the Canary Islands?
Unfortunately, we do not offer this Service at this time, but we are continually working to provide our customers with the best Service possible.
Are shipments made to Ceuta & Melilla?
Unfortunately, we do not offer this Service at this time, but we are continually working to provide our customers with the best Service possible.