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Tu Help

UK Delivery & Returns Information – Covid-19 Latest Update

We are working hard to make sure tu.co.uk is working as normal whilst prioritising the safety of our colleagues and customers. We’ll keep you updated should anything change.

We would strongly encourage you to order items for home delivery, or to only collect whilst doing your essential food shopping at Sainsburys. We are limiting the number of customers in our stores. Therefore, you may need to queue before entering Sainsbury’s to collect your parcel.

We are not currently offering any Next Day delivery services. Orders placed after 6pm on Monday 18th May may take up to 7 working days to arrive in store or to be delivered to your chosen address. We are not currently offering Next or Named Day Home Delivery or Next Day Click and Collect. Please see below for further details.

From questions about ordering, delivery and returns, to information about our site or your account – right here, all in one place.

Our dedicated Covid-19 FAQ’s

Currently, our click and collect service is still available at all our participating stores.

We are not currently offering our in store Next Day Click & Collect service. Orders placed after 6pm may take up to 7 working days to arrive in store. All other delivery options currently remain unchanged, please see below for further details.

We are limiting the number of customers in our stores. Therefore, you may need to queue before entering Sainsbury’s to collect your parcel. When you arrive in store, please follow the signs directing you to the Click & Collect desk or ask a store colleague for assistance.

Yes, we have now extended our returns window to 100 days for all purchases made between the 1st of March 2020 – 8th of June 2020, so you don’t have to rush to get your returns to us. Just remember to keep your proof of purchase for a full refund.

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.

Yes, we are still offering our home delivery services, however it may take up to 7 working days for you to receive your parcel. We are not currently offering Next or Named Day Home Delivery services.

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.

Any purchases made from the 1st of March to the 8th June 2020 are eligible for our 100 days returns policy. For items bought from the 9th June onwards our Standard returns policy will apply. In line with our returns policy, please ensure items are unused and in their original packaging with tags still attached alongside your proof of purchase, such as your store receipt, delivery note or order confirmation email. Please see below for further details.

If you would like to return your order, you can use the following methods.

  • Return your order to a participating Sainsbury’s store. Argos in Sainsburys stores are currently not accepting any returns.
  • For clothing purchases made through Argos please refer to their updated returns policy.
  • By post. Postal returns cost £3.50 which is deducted from your refund amount. If any of the items that you are returning are faulty, you will not be charged to return your items.
  • Items marked with home delivery only can only be returned via post.

Most Popular Questions

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.

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.

You can also track your order if you have an online account.

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 you haven't received your parcel or a calling card from one of our couriers please e-mail Tucustomerservices@sainsburys.co.uk, stating clearly on the subject line the issue, including the following in the main body of the email:

For Security:

  • Order Number (If Applicable)
  • Full Name as appears on the account
  • First line of your billing address & Postcode

Please allow 7 days for our team to look into your query and respond to you.

We want to get it right every time, but from time to time we do make mistakes. We’re sorry about this. If you have received an incorrect item please e-mail Tucustomerservices@sainsburys.co.uk, stating clearly in the subject line the issue, including the following in the main body of the email:

For Security:

  • Order Number (If Applicable)
  • Full Name as appears on the account
  • First line of your billing address & Postcode

Please allow 7 days for our team to look into your query and respond to you.

For more Delivery questions click here.

Payment

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.

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.

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.

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 double check all of these details and try to check out again.

If your experiencing payment difficulties on our website please be aware, if more than 3 attempts your card will be blocked to make a purchase on our website. This is in-line with our security when shopping online. Please ensure all details are entered correctly and not auto-filled. Also, the name on the card must be entered exactly as appears on your card that your using.

If your account is locked then please e-mail Tucustomerservices@sainsburys.co.uk, stating clearly on the subject line the issue, including the following in the main body of the email:

For Security:

  • Order Number (If Applicable)
  • Full Name as appears on the account
  • First line of your billing address & Postcode

Please allow 7 days for our team to look into your query and respond to you.

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.

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.

For more Payment questions click here.

Returns refunds & exchanges

Any purchases made from the 1st of March to the 8th June 2020 are eligible for our 100 days returns policy. For items bought from the 9th June onwards our Standard returns policy will apply. In line with our returns policy, please ensure items are unused and in their original packaging with tags still attached alongside your proof of purchase, such as your store receipt, delivery note or order confirmation email. Please see below for further details.

If you would like to return your order, you can use the following methods.

  • Return your order to a participating Sainsbury’s store. Argos in Sainsburys stores are currently not accepting any returns.
  • For clothing purchases made through Argos please refer to their updated returns policy.
  • By post. Postal returns cost £3.50 which is deducted from your refund amount. If any of the items that you are returning are faulty, you will not be charged to return your items.
  • Items marked with home delivery only can only be returned via post.

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.

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.

Postal returns are £3.50 which will be deducted from your refund amount, unless your item is faulty or marked as 'home delivery only'.

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 100 days from the day of purchase, if you made your purchase between the 1st March 2020 – 8th June 2020. If you made your purchase on or after the 9th of June 2020 you have 30 days to return your items to us. If an item has been used or handled unreasonably, we may reduce the amount refunded or not refund it at all.

If you haven't received your refund within 3-5 working days please e-mail Tucustomerservices@sainsburys.co.uk, stating clearly on the subject line the issue, including the following in the main body of the email:

For Security:

  • Order Number (If Applicable)
  • Full Name as appears on the account
  • First line of your billing address & Postcode

Please allow 7 days for our team to look into your query and respond to you.

For more Returns, refunds & exchanges questions click here.

My Account

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.

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.

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'.

We want to keep you safe online so your account may be automatically locked if there are too many unsuccessful log-in attempts. If you have entered an incorrect password more than 3 times, then your account will be locked. You will need to reset your password via the following link and click on 'Forgotten your password?'.

Please note a password link will be sent to your email address and you will have 30 minutes to log in and change your password.

If you're experiencing payment difficulties on our website please be aware, if more than 3 attempts your card will be blocked to make a purchase on our website. This is in-line with our security when shopping online. Please ensure all details are entered correctly and not auto filled. Also, the name on the card must be entered exactly as appears on your card that your using.

If your account is locked then please e-mail Tucustomerservices@sainsburys.co.uk, stating clearly on the subject line the issue, including the following in the main body of the email:

For Security:

  • Full Name as appears on the account
  • First line of your billing address & Postcode
  • Order Number (If Applicable)
Please allow 7 days for our team to look into your query and respond to you.

If you are experiencing issues with your address or postcode, please follow the below instructions.

If your address is not being accepted remove all address details from the page, input your postcode into the box and click on ‘Find Address’. Make sure you are typing your postcode rather than use the autofill option. Various formats are acceptable, and they aren’t case sensitive, for example; WA8 8HS, WA88HS, Wa88hs, wa8 8hs.

For more Account questions click here.

Order Information

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.

You can also track your order if you have an online account.

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 you haven't received your parcel or a calling card from one of our couriers please e-mail Tucustomerservices@sainsburys.co.uk, stating clearly on the subject line the issue, including the following in the main body of the email:

For Security:

  • Full Name as appears on the account
  • First line of your billing address & Postcode
  • Order Number (If Applicable)
Please allow 7 days for our team to look into your query and respond to you.

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 want to get it right every time, but from time to time we do make mistakes. We’re sorry about this. If you have received an incorrect item please e-mail Tucustomerservices@sainsburys.co.uk, stating clearly in the subject line the issue, including the following in the main body of the email:

For Security:

  • Order Number (If Applicable)
  • Full Name as appears on the account
  • First line of your billing address & Postcode

Please allow 7 days for our team to look into your query and respond to you.

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.

If your missing items from your order and you haven't received a notification from us or a refund please e-mail Tucustomerservices@sainsburys.co.uk, stating clearly on the subject line the issue, including the following in the main body of the email:

For Security:

  • Full Name as appears on the account
  • First line of your billing address & Postcode
  • Order Number (If Applicable)
Please allow 7 days for our team to look into your query and respond to you.

Please make sure you have the latest version of your browser and you have cookies and Javascript enabled.

For more Order questions click here.