Skip to content Skip to navigation

Contact us

Need to get in touch? Before you do, our online help centre is a quick and easy way to find the answer to all your questions.

Latest Updates – Last Updated on 5th November 2020.

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.

If you are unable to find answers to your queries from our online help centre, then you can contact us via email Tucustomerservices@sainsburys.co.uk. Please note we are operating a reduced service at this time and therefore it could take up to 4 days for us to respond to you.

To help you resolve your query, we have provided responses to Frequently Asked Questions below.

Please note that Monday 30th of November is a Bank Holiday in Scotland and orders placed for delivery to Scottish postcodes, or for collection from Scottish stores, will take an additional day to arrive. This will apply to Click and Collect and Standard Home Delivery orders placed from Monday 23rd of November. Next Day orders placed before 6pm on Saturday 28th of November will be delivered on Tuesday 1st of December. Named Day orders for Monday 30th of November will be delivered on Tuesday 1st of December. We will let you know when your order is ready to be collected from your chosen store, or due to be delivered.

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.

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 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:

  • Full Name as appears on the account
  • First line of your billing address & postcode
  • Order number (If Applicable)
  • Nectar card number OR a description of the item you ordered

Please allow 4 days for our team to look into your query and respond to you.

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 3-5 working days to arrive in store.

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.

  • Once you place your order with us, we will send you an order confirmation email to let you know your order has been placed.
  • Once your order has been dispatched from our warehouse, we will send you an email notifying you that your items are on their way.
  • For Click & Collect orders we will email you to inform when your order is ready to be collected.
  • For Home Delivery orders you can track your order via your account page if you have an account with us. This should let you know when your order will reach you. Don’t worry, if you don’t have an account our couriers will send you an email notifying you when they plan to deliver your parcel once it has been dispatched from our warehouse.
Keep a look out for these emails to check whether your order is definitely late. When looking out from emails from us, please ensure you also check your junk or spam email folders.

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, a calling card, or an email 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)
  • Nectar card number OR a description of the item you ordered

Please allow 4 days for our team to look into your query and respond to you.

All purchases made between Sunday the 18th of October and Friday the 25th of December 2020 are eligible for our extended Christmas returns period, meaning you have until Sunday the 24th January 2021 to return your items. Your statutory rights are not affected.

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.

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

  • Return your order to a participating Sainsbury’s or Argos in Sainsbury’s store.
  • 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.

We'll start processing your refund as soon as we receive your returned items. 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.

For any questions regarding Tu clothing, please access our online help centre where you will find answers to all our frequently asked questions.

If you are unable to find answers to your queries from our online help centre, then you can contact us via email. Please note, we are operating a reduced service at this time and therefore our response might take longer than usual.

Please send your query to Tucustomerservices@sainsburys.co.uk, stating clearly:

For Security:

  • Full Name as appears on the account
  • First line of your billing address & postcode
  • Order number (If Applicable)
  • Nectar card number OR a description of the item you ordered

Please allow 4 days for our team to look into your query and respond to you.

Thank you for your support and understanding.

BSL SignVideo is a service for deaf or hard of hearing customers to contact us via a Sign Language interpretation service. Please only use this service if you use British Sign Language and need to use our video interpretation service.

BSL SignVideo

Find out more about BSL sign videos