Frequently Asked Questions

Customer Service

  • From time to time, we accept that service level may not be up to expectations. In the event you wish to make a complaint we have clear and transparent written complaints procedure.

    We aim to acknowledge all formal written complaints within two working days of receiving them and to respond to all formal written complaints within five working days of receiving them.

    To lodge a formal complaint, please send an email to support.desk@tingle.com. Anyone unhappy with the response that Tingle (Infohealth Pharmacy) has made to a formal written complaint should contact the General Pharmaceutical Council.

  • - United States
    - Canada
    - New Zealand
    - Europe
    - Australia
    - China
    - India

  • Tingle is approved to accept the following currencies. If you are purchasing from outside the United Kingdom, you will not be charged any additional foreign transaction fees:

    $ (United States of America)
    $ (New Zealand)
    $ (Canada)
    $ (Australia)
    £ (United Kingdom)
    € (Europe)
    र (India)
    ¥ (china)

  • We use Royal Mail Tracked Delivery, Royal Mail Special Delivery and DPD courier services. All UK orders are sent in plain packaging with tracked delivery to your door.

    Please see below for last order times:

    UK Orders:
    24 hour delivery - order before 6pm
    2 to 3 day delivery - order before 5pm
    Guaranteed next-day delivery - order before 6pm

    International Orders:
    International Orders are express service and delivered between 3 and 5 working days.

  • The tracking code for your order is shown in the email we sent you when we dispatched your order.

    The tracking code in the email links to the website of the postal service that will deliver your order.

    Clicking this link will take you to a web page where you can track the status of your order.

  • Check your safeplace and with your neighbours
    If you were out when delivery was attempted, Royal Mail may have either left the parcel in the safeplace that you entered when you placed your order, or with your neighbour.

    Please check with your neighbours and have a look in your safeplace, if you chose one.

    Your parcel may have been returned to the delivery office
    If your parcel was not left in your safeplace or with a neighbour, it may have been taken back to the delivery office.
    The postal service should have left a calling card telling you they have done this. Follow the instructions on the calling card to either rearrange delivery or to collect your parcel.

    If they did not leave a card, please take some ID such as a credit card or driving license with you as they will need this before they can let you have the parcel.

    Click here to find your nearest Royal Mail Delivery Office.

  • Your privacy is important to us. All orders are sent in plain packaging. There's absolutely no way of telling what's inside the package. The parcel will have our return address of “Infohealth Ltd, 28 Chipstead Valley Road, Coulsdon, Surrey. CR52RA. United Kingdom”.

    Large orders are delivered in brown boxes and smaller orders are delivered in brown jiffy envelopes. All packages are fully secured and sealed.

  • Absolutely.  If you are not satisfied with your purchase, please request a return form by emailing enquiries@tingle.com within 30 days of your initial purchase. Once you receive the authorised return form, please return the goods and ensure you keep a receipt of the postal return. As soon as we receive the return, we will promptly refund your payment method used.


  • If you use condoms correctly they’re 98% effective at preventing pregnancy. This means 2 out of 100 women will become pregnant in one year when condoms are used as contraception.

    Condoms are the only type of contraception that can both prevent pregnancy and protect against Sexually Transmitted Infections (STIs).

    The best way to make condoms work as well as possible is to use them correctly every single time you have vaginal, oral, and anal sex. That means wearing it the whole time, from start to finish. Make sure the condom is rolled on your penis the right way before there’s any skin-to-skin genital contact.

  • Condoms do expire and using one that’s past its expiry date can greatly reduce its effectiveness.

    Latex condoms have a shelf life of 5 years from the time they were manufactured. Latex condoms with spermicide have an even shorter lifespan of 3 years. A box of condoms should have both an expiration date and the date it was manufactured printed on the back of the packaging.

    Expired condoms are often drier and weaker, so they’re more likely to break during intercourse. This puts you and your partner at risk of sexually transmitted infections (STIs) or unwanted pregnancy.

    It’s important to keep condoms stored in a safe place — preferably not your bathroom — away from heat, humidity, and any sharp objects.

  • The average penis size is about 14-16cm (5.5-6.3 inches) when erect. The average girth for an erect penis is 12-13cm (4.7-5.1 inches). Condoms are designed to accommodate different penis sizes and will stretch to fit different lengths, leaving a little extra length at the tip to allow room to ejaculate.

    A condom should be ‘snug’, and comfortably fit over the full length of the penis and allow room for air in the tip. A tight condom can not only cause discomfort, but risks the condom tearing during intercourse.

    If you feel that your condom always slips off or feels baggy, perhaps you should have a look at a narrower option.

    Finding your ideal condom size leads to safer and more pleasurable sex for both of you. There really is a condom out there for everyone; you just have to discover it.

  • The best rule of thumb is to wrap a used condom in toilet paper, a tissue, or even a bag, and put it in the waste bin.

    Do not flush them down the toilet.

Lube & Gel

  • Many women find that lubrication makes sex more comfortable or enjoyable because it reduces friction and irritation.

    A lubricant is a liquid or gel that women and their partners can apply during sex to make the vagina, or anal area wetter. Lubricant can also be applied to a man’s penis or a sex toy to make them more slippery.

    There are several types of lubricants, each with advantages and disadvantages.

    Water-based lubricants wash off easily. However, they may not last as long as a couple would like and may need to be reapplied during sex.

    Silicone-based lubricants tend to last longer than water-based lubricants. However, they do not rinse as easily and irritate some women if they aren’t rinsed immediately after sex.

    It’s important to note that water- and silicone-based lubricants may contain glycerin, which can lead to inflammation and yeast infections. If this becomes a problem, lubricants without glycerin are available.

    Oil-based lubricants should be used with caution. These lubricants cannot be used with latex condoms, as they will weaken the latex, making the condom more likely to leak or break. In turn, this increases the risk of unplanned pregnancy or transmission of a sexually-transmitted infections (STIs).

  • Condoms come lubricated to make them easier to use, but you may also like to use additional lubricant (lube). This is particularly advised for anal sex to reduce the chance of the condom splitting.

    You can use any type of lubricant with polyurethane condoms that aren't made of latex. However, if you're using latex or polyisoprene condoms, don't use oil-based lubricants – such as lotion, body oil or petroleum jelly (Vaseline) – because they can damage the condom and make it more likely to split.

  • Yes, absolutely. The lube will help you avoid unwanted friction.

    Always best to read the instructions on the box before use and make sure you clean your toy after use.


  • On average, Viagra usually lasts between 2 and 3 hours before its effects start to diminish. It has been said that Viagra can last up to five hours or longer depending on your dosage, your body's metabolism, and other external factors.

  • The simple answer is no. There is some anecdotal evidence that Viagra may increase sexual pleasure in women but so far, medical trials have failed to produce conclusive evidence that it works for women. As there has never been a widespread medical trial of Viagra in women, the exact effects the drug may have on female patients are not known.

    The same side effects can be experienced for both genders taking Viagra, some of which include headaches, indigestion,  flushed skin, dizziness and diarrhoea.

  • Viagra connect is a medicine that treats erectile dysfunction (ED) symptoms in men. Viagra connect increases the blood flow to the penis to help men get and keep an erection that lasts long enough for sex.

    It will not give you an instant erection. You need to be sexually aroused for Viagra connect to work.

    1. Take one tablet about 1 hour before sex.
    2. Swallow the tablet whole with water.
    3. Do not take more than one tablet a day.

    When taking Viagra Connect, always follow the directions on the Patient Information Leaflet included in the packaging.

STI home testing kits

  • You can get tested for STI's using Tingle®. We provide a confidential, discreet and clinically-led service.

    The following STI's are covered using our tests:


    Chlamydia is one of the most common STIs in the UK. Most people who have chlamydia don't notice any symptoms and won't know they have the infection. Otherwise, symptoms may include pain when you urinate, unusual discharge and, in women, bleeding between periods or after sex.

    Diagnosing chlamydia is easily done with a urine test. Chlamydia is easily treated with antibiotics but can lead to serious long-term health problems if it's left untreated. 

    Genital Herpes

    Genital herpes is a long-term condition caused by the herpes simplex virus (HSV). After you have become infected, the virus remains dormant (inactive) for most of the time. There are often few or no initial symptoms. However, certain triggers can activate the virus, causing outbreaks of painful blisters on your genitals and the surrounding areas. Although there is no cure for genital herpes, the symptoms can usually be effectively controlled using antiviral medicines. 


    Gonorrhoea is a bacterial infection that can cause an unusual discharge from your vagina or penis, and pain when urinating. This condition is very easy to pass on via sexual activity. Transmission rates are 20% for men and 50% for women. Gonorrhoea can be easily diagnosed through a urine test and treated with antibiotics. If left untreated, it can lead to more serious long-term health problems and infertility.


    HIV is a virus most commonly caught by having unprotected sex or sharing infected needles to inject drugs.

    The virus weakens your ability to fight infections and cancer. AIDS is the final stage of HIV infection when your body can no longer fight life-threatening infections. There's no cure for HIV, but there are treatments to enable most people with the virus to live a long and healthy life.

    Read more about HIV and AIDS and Coping with a positive HIV test.

  • The HIV test is a home test kit and gives results within 15 minutes.

    The other conditions require us to obtain a sample of urine.

    Once you place an order, we will post out the kit to you. The kit has a simple set of instructions on how to collect the test sample. The sample is then sent back to our labs, using a pre-paid specialist envelope which is supplied in the kit. The samples are then analysed by our lab.

    The process typically takes between 5-7 working days from the point you place the order, to the point our clinical team will inform you of the results. If you test positive, then our medical team are available to discuss options for referrals and treatment. Tingle® offers the kit's for purchase by customers who are 16 years or over.

    All medical information, including test results, are treated with the highest level of confidentiality and information data security.

  • The process typically takes between 5-7 working days from the point you place the order, to the point our clinical team will inform you of the results.

    If you test positive, then our medical team are available to discuss options for referrals and treatment.

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