UK Delivery & Returns Information – Covid-19 Latest Update
With the ongoing changes happening during this uncertain time we want to ensure you that we are doing our absolute best to ensure Tu.co.uk is operating as usual whilst prioritising the safety of our colleagues and customers. Keep an eye out for further updates from us should anything change.
From questions about ordering, delivery and returns, to information about our site or your account – right here, all in one place.
During this unprecedented time we have made the decision to reposition our colleagues in order to support the continued food supply throughout the country. We hope you will support this decision and use our help pages, our website and this FAQ to assist you.
Currently, our click and collect service is still available at all our participating stores.
Yes, we are still running all our delivery services to home. Click here for our delivery information.
Yes, you will need to send your nominated person into store with your order number (this can be found on your order confirmation or the text and email we sent you to tell you your order is ready to collect), your billing address or billing postcode.
Frequently Asked Questions
Orders & Delivery
We’re sorry but you can’t cancel an order once you’ve submitted it.
We’re sorry but you can’t change any part of your order once you’ve submitted it.
If you are a registered user, log in to My Account and go to ‘View & track my orders’ which is the first box on the left-hand side.
From here, you can see all the info you need about delivery, collection and returns as well as print any of these documents for your records.
We’re sorry your order was cancelled. We are currently prioritising our vulnerable customers and aiming to Feed the Nation, and as such we’ve decided to close our Clothing Customer Help line, so our colleagues can assist in other priority areas. This means that customers contacting us through telephone, e-mail, live chat and social media, will not be serviced for the foreseeable future. For any questions regarding Tu clothing, please access our online help centre where you will find answers to all our frequently asked questions. We look forward to hearing from you again soon.
We’re sorry that you didn’t get all your items. Sometimes items are in stock when you ordered them, but by the time we pick them in our warehouse they’ve sold out. If this is the case, we’ll have sent you an email about this and refunded you for the out of stock item.
We want to get it right every time, but from time to time we do make mistakes. We’re sorry about this. We are currently prioritising our vulnerable customers and aiming to Feed the Nation, and as such we’ve decided to close our Clothing Customer Help line, so our colleagues can assist in other priority areas. This means that customers contacting us through telephone, e-mail, live chat and social media, will not be serviced for the foreseeable future. For any questions regarding Tu clothing, please access our online help centre where you will find answers to all our frequently asked questions. We look forward to hearing from you again soon.
You have 2 main options to choose from:
1 Click & Collect
2 Home delivery
If you spend £20 or over online, we offer a Next Day Click & Collect service from selected stores for free. If your order is under £20, a £3 charge will apply.
Alternatively, we charge £3.95 for standard home deliveries which take 3-5 working days and £4.95 for our Next/Named Day home delivery service.
We deliver to most mainland UK and Northern Ireland addresses (except the Scottish Highlands).
We regret we do not deliver to the Channel Islands, Isle of Man, Isles of Scilly, Orkney, Shetland, Scottish Highlands and Islands or BFPO addresses.
Next Day Click & Collect, FREE for orders over £20 or £3 for orders under £20.
Order before 6pm and you can Click & Collect your order from any participating Sainsbury’s store the next working day after 1pm. Orders placed after 6pm will be available to collect on the second working day after 1pm.
At most times of year, Click & Collect orders will arrive in store the next working day. But at busy times, like during the festive season or when we’ve got a sale on, your order might take up to 7 working days to get to you. Don’t worry though - we’ll let you know if your order will take longer to arrive when you check out.
We hold all Click & Collect orders for 10 days to give you plenty of time to pick up your things. After that time, we’ll automatically send your order back to the warehouse and process your refund.
Some of our items are marked ‘Home Delivery Only’ and aren’t available for Click & Collect. That’s because these items are delivered straight from the warehouses of our brand partners. We’ve carefully chosen these brand partners to offer you an even wider range of fashion-forward clothes to choose from.
One thing to note… if you have a Home Delivery Only item in your basket, this means your whole order will need to be delivered (and won’t be available for Click & Collect). We’ll prompt you about this and show you any delivery charges when you check out.
You’ll get an email and a text from us (if you gave us your mobile number) as soon as your order is ready to collect. Simply go to your chosen store with your order number (detailed on the email/ text).
When you arrive in store, please follow the signs directing you to the Click & Collect desk or ask a store colleague for assistance.
Yes. Please ask them to go to your chosen Click & Collect store with the following:
1. Your order number. You’ll find this on your order confirmation as well as the text and email that we sent you to let you know your order was ready to collect
2. Your billing address or billing postcode.
We currently offer two forms of home delivery, these are;
Standard Home Delivery £3.95
Standard Home Delivery orders take 3-5 working days to arrive (although we’ll always try to get your order to you sooner if we can).
Next/Named Day Delivery £4.95
If you place your order before 6pm (Monday to Friday only, excluding Bank Holidays) you can choose Next/ Named Day delivery (for most addresses) for £4.95. This means you’ll get it the following day or on the named day you choose at checkout. Next Day orders placed after 6pm on Friday and before 6pm on Sunday will be delivered on the following Monday.
Next Day delivery lead times are extended by an additional day for delivery to Northern Ireland and remote areas of mainland UK (postcode districts AB, DD3-11, DG3-14, DG16, EH35-40, EH42-46, FK14, FK18-21, G83-84, IV1, IV4-11, IV14-20, IV23-25, IV27-28, IV-63, KA6, KA18-19, KA26, KW1-14, KY9-10, KY14-16, ML11-12, PA21-33, PA35-36, PA38, PH3-26, PH30-39, PH49-50, PO30-31, TD1-14). Next Day delivery is not available for delivery to Northern Ireland and remote areas of the UK mainland (postcode districts AB, DD3-11, DG3-14, DG16, EH35-40, EH42-46, FK14, FK18-21, G83-84, HS1-9, IV1, IV4-11, IV14-28, IV40-63, KA6, KA18-19, KA26-28, KW1-17, KY9-10, KY14-16, ML11-12, PA20-80, PH3-26, PH30-44, PH49-50, PO30-31, TD1-14, ZE1-3).
For delivery to these areas we recommend Standard Delivery or Named Day delivery. Please allow a minimum of 2 days for Named Day delivery to these areas.
We’re sorry, but we don’t deliver to addresses in the Channel Islands, Isle of Man, Isles of Scilly, Orkney, Shetland, Scottish Highlands and Islands, BFPO or the Republic of Ireland.
Neither Standard or Next/ Named Day Delivery are available to these locations.
Unfortunately, we can’t tell you in advance exactly when your order will be with you. But our couriers deliver between 7am and 9pm, Monday to Saturday. And once your order is dispatched you can track your order to find out where it is.
Or if you’re not in during the day, why not try our Click & Collect service? Then you can collect your order from your chosen Sainsbury’s store at a time that suits your schedule.
You can track your order if you’ve set up an online account and you’ve chosen one of our Home Delivery services. Just look out for the link in your order dispatch email or log in My Account.
Our courier will try to deliver your order twice. If you’re not in the first time, we’ll try to follow any additional delivery instructions you provided at checkout. Otherwise we’ll try one more time that day. And then if we’re still unable to deliver, you’ll be left a delivery card.
The card will contain our courier’s contact details so you can ask them to try again at another time – although this is dependent on the individual courier company. If we still can’t get your order to you, it will automatically be sent back to our warehouse and you’ll get a refund.
We do all we can to deliver in the timescale you've selected. But, from time-to-time, delays will happen so we can’t accept liability if your order isn’t delivered within the suggested delivery window.
Your delivery might be delayed, if...
We need to investigate your order if we suspect fraud – but don’t worry, we’ll let you know
There’s no-one available to sign for your delivery or if the person signing for it is or appears to be under 18 years old and cannot provide ID
There are adverse weather conditions
We have some unforeseen operational issues
We’ll always do our best to let you know if your order is delayed.
We’re afraid we can’t change any part of your order after you’ve placed it.
If you want to change your delivery addresses for any future orders you’re going to place, simply log in to My Account and use the links within 'Change my contact details'.
Yes. At checkout, you can enter any special delivery requests you have, such as leaving your order in a safe place or with a neighbour. Our courier will do their best to accommodate these requests if you happen to be out when they try to deliver your order.
First it’s worth double checking your order is definitely late – we allow some extra time during busy times of year. Read our delivery policy here.
Our courier will make 2 attempts to deliver your order. If we’re still unable to get your order to you, we may have returned it to our warehouse. In this case, we’ll contact you and you’ll automatically get a refund.
If your order is delivered to your home or business address, it must be signed for by someone who is over the age of 18. If this is not possible, you can always choose our Click & Collect service when you check out instead. Click & collect orders can be picked up by you or someone else (as long as they have your order number and billing address postcode).
Please click here to find out how we can help you.
Returns, Refunds & Exchanges
Most orders can be returned to a participating Sainsburys and Argos Click & Collect stores and by post. Postal returns cost £3.50 which will be deducted from your refund amount. If your item is marked “home delivery only” you can only return your items by post. You will not be charged to return items that are faulty.
We'll start processing your refund as soon as we receive your returned items but please note ... If you returned your items to a store it could take up to 5-7 days for your refund to show in your bank account. Postal returns can take up to 14 days to be refunded and if you paid with PayPal it could take up to 30 days.
Yes, as long as you are returning within 30 days and you are returning all the items in your order together. If you only return part of your order, we will not refund your original delivery charge. If your item is faulty, we will refund your delivery charge.
If your items were part of a promotion, such as a multibuy offer and you only return one of these items, we will refund you using the appropriate ratio. If you returned your item in the post a £3.50 charge will have been deducted from your refund amount, unless your item is faulty. Items must be returned in new, fully resellable condition within 30 days. If an item has been used or handled unreasonably, we may reduce the amount refunded or not refund it at all.
We're sorry but once you've checked out, your order can't be cancelled.
Any e-vouchers used will be refunded separately and sent to the email address you used when you checked out.
Unfortunately, we can't offer exchanges for items bought online. If you would like to exchange your item, the best way to do so is to follow our returns process and then place a new order on our website or visit one of our stores.
If you bought your item within the last 30 days, please return it using the appropriate method here and we will be happy to refund you. We offer a 1-year return policy for most of our products when there's been a manufacturer's fault. This doesn't cover fault or damage caused by accident, misuse, negligence, or normal wear or tear. Your statutory rights are not affected.
Fill out the returns form that we sent with your order and repackage the items using the original packaging and the enclosed address label. Take your parcel to any Post Office and ask for proof of postage.
Postal returns are £3.50 which will be deducted from your refund amount, unless your item is faulty or marked as 'home delivery only'.
Items marked 'home delivery only' cannot be returned to any of our stores. They must be posted back to us instead. If you're not sure if this applies to your item, the returns form included with your order will tell you what your returns options are.
We know it is disappointing when you can’t find what you wanted, but some of our styles get snapped up very quickly. We do update our site regularly, so it’s worth coming back to check.
We’re sorry but we can’t tell you when we’ll get more stock of a certain item. It may be available at your nearest Sainsbury’s store that sells Tu clothing.
To find the contact details of your nearest stockist, use our Store Locator. Once you’ve entered your postcode, you’ll be able to look in the list to see whether the individual store stocks Tu clothing. But before you set off it’s best to call ahead and check if they have your item in the right size.
We hope to put everything you see in-store, online as well, so you have lots of different ways to shop. Sometimes we won’t have stock of every single item that we sell, so please bear with us as we add as many items as we possibly can.
We’ve put together a size chart to make finding the perfect fit even easier while shopping online. You can access the size chart on each product page. The link is located next to the ‘pick size’ drop down menu next to the product photo.
Most payments fail because card details were incorrectly entered or because the billing address entered at checkout doesn’t match the one on your bank statement.
Please double check all of these details and try to check out again.
If your payment still won’t go through, please contact your card issuer directly so they can help you.
Please note that we only accept cards which are registered to a UK billing address.
Please check the terms and conditions printed on the voucher to make sure that it’s still valid. It’s also worth while checking to see if the details were entered correctly.
With a valid MasterCard, Visa, Visa SimplyOne, Electron, Maestro, International Maestro, Amex and JCB card. You can also choose to pay via PayPal.
Valid evoucher code or promotional codes are also accepted as part or full payment for your order. Please see the "Can I use a voucher or promotional code to pay?" section below for more information.
Please note that we only accept cards which are registered to a UK billing address.
We’re sorry but you can’t use your Sainsbury’s gift card to pay online. The good news is that you can use them in our stores.
From time to time, we may send out voucher and promotional codes that you can use to pay for part of your order. Simply add the code to your order when prompted at the checkout stage and then click ‘add coupon’.
Please check the terms and conditions issued with each voucher or promotional code for more information.
We usually take payment from your bank within 15 minutes once you’ve submitted your order.
Depending on how quickly your bank processes the payment, it should appear on your statement within 48 hours, although some banks do take longer.
Yes – it’s a great way for us to reward you for shopping with us. All you have to do is link your Nectar card to your Tu account and we’ll start adding points automatically.
To do this, simply log in to your My Account and follow the instructions.
You can also add your Nectar card details at the checkout stage if you’re using our Guest Checkout service.
Please note that Nectar points may not appear for up to 28 days after you placed your order so please bear with us while we add them to your account.
Not at the moment we’re afraid. However, you can still use your Nectar points in stores that sell Tu clothing. Click here to find your nearest store.
Secure Payments are systems put in place by numerous card issuers such as Mastercard Secure Code, Verified by Visa and Amex Safekey.
These systems are an extra safety measure which verify information known only to you and your card issuer.
As these systems are operated by third parties, we unfortunately won’t be able to help you if you have problems while using them. Please contact your card issuer for further assistance on how to use these systems.
We are currently unable to provide VAT receipts to our customers. We’re currently focusing our efforts on working to feed the nation and prioritising our vulnerable customers. This means that we’ve temporarily closed our Tu Clothing customer helpline and we are unable to respond to customer calls, e-mails, live chat or social media messages at this time. For any questions regarding Tu clothing, please access our online help centre where you will find answers to all of our frequently asked questions. Thank you for your support and understanding.
No, but creating an account only takes a few minutes and means you can easily view your past orders, track your deliveries and update your preferences. Simply click here and we’ll get you started.
If you don’t want to create an account, simply select ‘Checkout as a guest’ when you come to pay and follow the instructions on your screen.
Click here and we’ll take you straight through to a page where you can enter your log in details. You can also click on the ‘Tu Log in / Register’ link at the top of each page on our site.
Simply add your Nectar card number to your Tu account to start earning points.
To do this, log in to ‘My Account’ and go to the "Change my contact details" box and then click on “Payment details and Nectar card” page. When prompted, enter the last 11 digits from the front of your Nectar card. You can also add your Nectar card number if you’re using guest checkout so we’ll still reward you for shopping with us.
Nectar points may not appear on your card for up to 28 days, so please bear with us while we add them to your account.
We wanted to create a fresh website with the right user experience. To do this, we’re operating Tu Clothing online separately from other Sainsbury’s websites which means you’ll need to create a separate account. We apologise for any inconvenience this may cause.
No problem. Click here to go to the log in page and once you’re there, look out for the ‘Forgotten your password?’ text just above the orange box. Once you click this link, we’ll show you how to reset your password and get shopping again.
When you create your account, simply tick the relevant box within the ‘Staying in touch’ section to keep up to date with everything we’re up to. If you’re using Quick Checkout, we’ll give you the chance to sign up for the same great offers and up-to-date news.
Click here, and we’ll take you through to the log in page. Once you’re signed in to your account you can update your delivery and billing addresses, emails, password and other user preferences.
Yes. If you’re a registered user, click here and we’ll take you through to our log in page. Once you've logged on, click ‘My Tu’ on the grey bar at the top off the page, and then go to 'View & track my orders' to see what you’ve ordered as well as the status of any returns you’ve made.
Reviews & Feedback
Yes – we’d love to know what you think of our products, so we can improve them for you in the future. It’s also a great way to help other Tu customers with their shopping.
There are two ways to write a product review;
We’ll send you an email after you check out – just click on the ‘Write a review’ link
Find the product on our website and click the ‘write a review’ link near the top of the page
Absolutely. We’d love to hear what you think and how we can make the shopping experience better for you.
Simply click on the 'Any feedback?' link at the bottom of each page to make your suggestions.
As secure as it can be. We constantly check and test our site so you can always shop securely online with us.
We use industry-standard technologies which allow us to encrypt any sensitive data that you may send us during payment and cannot be intercepted by anyone else.
We’ll never ask you to verify your personal information, so such requests are likely to be fraudulent.