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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 2nd March 2021.

We have now re-opened our telephone lines. To see all the ways you can contact us, please click here.

We’re currently experiencing a larger number of calls than normal. To help you resolve your query, we have provided responses to Frequently Asked Questions below.

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 contact us. For security, please ensure you have your order number to hand when contacting our customer service centre.

To avoid any non-essential journeys, we have extended our returns policy on all purchases made on or after Sunday the 18th of October 2020. Any purchases made on or after this date can be returned up to 30 days after the lifting of the current lockdown restrictions and the re-opening of non-essential retail in your local area.

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 to store (free)

Return your order to a participating Sainsbury’s or Argos counter within a Sainsbury’s store. You can find your nearest participating store using our online store locator.

Return by post (£3.50)

To return your item/s/order via Royal Mail:

  • Re-package your item(s), with original packaging and labels attached.
  • Fill in the returns paperwork (if you still have it). All paperwork can be found in the original parcel, included on this is a pre-paid returns label.
  • Attach the pre-paid returns label to your parcel & take this to your nearest Post Office.


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.

If you no longer have the original paperwork and pre-paid returns labelling, you can contact our Customer services team who will be able to email you a new label, which you can then affix to your parcel.

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 contact us.

To avoid any non-essential journeys, we have extended our returns policy on all purchases made on or after Sunday the 18th of October 2020. Any purchases made on or after this date can be returned up to 30 days after the lifting of the current lockdown restrictions and the re-opening of non-essential retail in your local area.

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.

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 to store (free)

Return your order to a participating Sainsbury’s or Argos counter within a Sainsbury’s store. You can find your nearest participating store using our online store locator.

Return by post (£3.50)

To return your item/s/order via Royal Mail;

  • Re-package your item(s), with original packaging and labels attached.
  • Fill in the returns paperwork (if you still have it). All paperwork can be found in the original parcel, included on this is a pre-paid returns label.
  • Attach the pre-paid returns label to your parcel & take this to your nearest Post Office.

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.

If you no longer have the original paperwork and pre-paid returns labelling, you can contact our Customer services team who will be able to email you a new label, which you can then affix to your parcel.

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.

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.

If these FAQ’s haven’t answered your query, you can find more general FAQs by visiting our help centre.

If we still haven’t answered your query, you can find our contact details here.

We are experiencing a high level of demand across our services, thank you for your patience.

Telephone – 0800 028 6658

Lines are open every day 8am – 8pm.

Email – You can contact us via email using the email address Tucustomerservices@sainsburys.co.uk. When getting in touch, please state clearly within your email:

• Your 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 email query and respond to you.

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.

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