Tensabarrier FAQs

We have gathered some frequently asked questions so you can get to the answers you need quicker. We hope you’ll find everything you need here, but if not then please contact us and we will be happy to help. For the quickest response try our live chat in the bottom right corner of your screen.

Order Online


Do you offer product customisation?

Our Tensabarrier® range can be customised, and our products feature a limited selection of standard options that can be ordered online. However, if you’re looking for something in particular that isn’t shown on our shop, you can contact us to speak to a team member.

Can I request a quote before ordering?

For the items available on our online store, the prices will be as shown. However, if you are looking for a bespoke or customised product, or are looking to order a particularly large quantity, please contact us and our team will be able to help.

Can I place an order by phone?

No. Unfortunately, we can’t process payments other than online and therefore can’t complete an order over the phone. We advise you place your order online for faster processing and to ensure your order and details are accurate. If you are having trouble placing an order, please contact us so we can assist with your order.

How long does it take for my order to be processed?

We usually process orders quickly, but please allow up to 24 hours for your order to be processed. This processing time doesn’t include our despatch time, which can vary per product. Please see the product’s page or your basket for specific lead time information. Please be aware that our team only process orders between business hours, Monday to Friday.

Can I amend my order after its been placed?

We try to process orders as quickly as possible and therefore it can be difficult to amend an order after being placed. If it has been over 24 hours or after we have processed your order then we won’t be able to amend it. Please contact us to see if we can amend your order.

How can I cancel my order?

If you need to cancel your order, please contact us immediately. If you wish to cancel within 24 hours of placing your order and before being processed, then orders can be cancelled easily. If you order has already been shipped, then we can’t cancel the order and you will need to raise a return request.  Please click here to see our full returns policy.

I have cancelled my order. When can I expect my refund?

Once your order has been cancelled and your refund has been processed it can take 3-5 working days to complete. This is the time taken by banks, so unfortunately we have no control over this timescale.

What do I do if my order has missing, incorrect or faulty items?

Sometimes things can go wrong and we endeavour to rectify any issues as quickly as possible. Please contact us immediately and provide as much information as possible, including order number, items in question and any other relevant information.


What credit/debit cards do you accept?

We can only accept Mastercard, Visa and American Express cards.

Do you accept PayPal or any other forms of payment?

Alongside the credit/debit card options specified we also accept payment via PayPal which can be selected at the checkout.

Can I pay for my order on the phone?

No. Unfortunately, we can’t process payments by any other means than online. If you are having trouble with making a payment then please contact us and we will be happy to assist.

Do you offer credit facilities?

You will not be able to use a credit account to make a purchase online.

If you would like to apply for a credit account, please contact us to start the process. Be aware if you order using credit, pricing may differ to what you see online, and you may not receive next day, free delivery.

All applications will be subject to relevant checks before acceptance.


When will my items be delivered?

All shipping and delivery times are in business days and exclude weekends and holidays.

Items ordered are combined in one shipment.  Therefore, the shipping time for your order will be that of the longest product in your basket.  If you need an item faster then please order it separately or contact us for more options.

Where can you deliver to?

We can deliver to Mainland UK and Scotland on a next day free delivery service.  Orders should be placed by 1pm to ensure that they are shipped for next day delivery. If placed after 1pm, they will be processed the following day for next day shipment.

If orders are placed after 1pm on a Friday, then orders will be processed on the next working day. Orders placed during a weekend or bank holiday will be processed on the first working day that the offices are open.

Orders to the Scottish Highlands, Offshore Islands and the Isle of Wight can take up to 5 working days to arrive and are eligible for free delivery.

If you require delivery to Northern Ireland, Channel Islands, and the Isle of Man, please contact us to discuss with a member of our team.

For delivery to Europe, including The Republic of Ireland, please order through our European Tensator Shop

If you have any other delivery questions then please contact us for more options.

How much will delivery cost?

We currently offer free delivery to Mainland UK, Scotland, Scottish Highlands & Offshore Island’s and the Isle of Wight.

Delivery cost is calculated by the size, weight and delivery destination of your order, and because of this we can’t provide overall costs. If you would like to place a particularly large order, please contact us and a member of our team will help.

How long will delivery of my order take?

Delivery to Mainland UK & Scotland is usually next day, but delivery times can vary and are largely dependent on the delivery destination and service. You can find indicative delivery lead times for our standard delivery service on our delivery page.

Do you offer expedited delivery services?

Yes. We offer expedited delivery services, but this is dependent on the size and destination of your order. Please contact us for more information on enhanced delivery services.

What should I do if my order hasn’t been delivered yet?

If it has been longer than the despatch and delivery time stated when you placed your order, then contact us and we can track the progress of your delivery and rectify any issues.

Can I track the delivery of my order?

Where possible we will advise the expected date of your delivery. If you require more details, please contact us and we will try to help provide delivery information. Please be aware delivery tracking is available for most courier services but not always for freight deliveries.

What should I do if my order was damaged in transit?

If the packaging appears damaged then, if possible, you should refuse delivery. If this isn’t possible, please make a note with the carrier when signing for your delivery. Contact us within 48 hours of receipt, and we can raise a claim with the carrier. Where the packaging looks okay but you have found damaged items inside, please contact us within 14 days of delivery.


What is your returns policy?

You can review our full returns policy with complete information on our returns page.

How do I return an order?

To begin a return, you must first contact us so we can establish the reasoning and process accordingly. At this stage you will be given an RMA number which is imperative for a return to be accepted. Be aware it is only valid for 30 days. You will then need to ship the products back to us by a prepaid and insured carrier method. When received, we will process the return and any refunds and/or replacement products. For full details, see our returns page.

What is an RMA number?

An RMA (Return Materials Authorization) number is a reference number used for the returning of products to us. Be advised we will not accept any return without one, neither will we process any refunds and/or replacement products.
The RMA number allows us to track and store all details about a return and speeds up the returns process. RMA numbers can only be obtained by contacting us and are only valid for 30 days. Any products returned after this time will be refused. For more information, see our returns page.

I have returned my order. When can I expect my refund?

Once your return has been received and processed, your refund can take 3-5 working days to complete. This is the time taken by banks, so unfortunately we have no control over this timescale.

Are there any products I can’t return?

We don’t accept returns for the following products:

  • Bespoke and custom-made product(s) (i.e. custom webbing designs, post finishes, bespoke sizes, etc);
  • Product(s) that have been used, installed or altered from their original state.

For more information, see our returns page.

Can I return a bespoke product?

Unfortunately, we cannot accept returns of any bespoke product if incorrectly ordered by a customer. However, if we have made a mistake then we will accept the return and replace accordingly. For more information, see our returns page.

Why am I being charged a restocking fee?

If you are an UK registered business and have incorrectly ordered product(s) then any return will be subject to a 25% restocking fee, plus the cost of outbound delivery. This excludes any bespoke product(s), which are not eligible for return. We charge this fee because of the substantial cost we undertake when accepting a return.

Get in Touch

Retractable queue barriers from Tensabarrier and Queueway are superior crowd control barriers that work by creating a clear queuing environment for waiting customers, reducing frustration and speeding up the flow of your queue which improves efficiencies. They effectively guide and inform customers and offer safety in crowd control.

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