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Delivery information

 

 

From delivery options and charges to tracking your order, we're always on hand to get your delivery to you.


Contents
Simply click on a topic below to get instant answers to your questions.

1 Delivery options
2 Click & Collect
3 Tracking your delivery
4 Delivery problems
5 Receiving your order
 


HALLOWEEN DELIVERIES


if your party is on... For Standard home delivery, order by For Standard click and collect from store, order by For next day home delivery, order by
Friday 27th Tues 24th 2pm Tues 24th Thur 26th
Saturday 28th Wed 25th 2pm Tues 24th Fri 27th
Sunday 29th Wed 25th Tues 24th Fri 27th
Monday 30th Thu 26th Wed 25th Sat 28th
Tuesday 31st Fri 27th Wed 25th Mon 30th

DELIVERY OPTIONS


What are my delivery options?

You have 2 main options to choose from:

1 Click & Collect delivery
2 Home delivery


How much do you charge for delivery?

We charge £3.95 for standard home deliveries and £4.95 for our Next/Named Day home delivery service.

Alternatively, if you spend over £15 online, we offer a Click & Collect service from selected stores for free. We charge £3 for our Next Day Click & Collect service.


Where do you deliver?

We deliver to most mainland UK and Northern Ireland addresses.

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.

We also do not deliver to the following mainland Scottish postcodes starting with the following first 4/5 characters: HS2 0, HS2 9, HS3 3, HS4 3, HS5 3, HS6 5, HS7 5, HS8 5, HS9 5, IV21 2, IV22 2, IV26 2, IV40 8, IV41 8, IV42 8, IV43 8, IV44 8, IV45 8, IV46 8, IV47 8, IV48 8, IV49 9, IV51 9, IV52 8, IV53 8, IV54 8, IV55 8, IV56 8, KA27 8, KA28 0, KW15 1, KW16 3, KW17 2, PA20 0, PA20 9, PA34 4, PA34 5, PA37 1, PA41 7, PA42 7, PA43 7, PA44 7, PA45 7, PA46 7, PA47 7, PA48 7, PA49 7, PA60 7, PA61 7, PA62 6, PA63 6, PA64 6, PA65 6, PA66 6, PA67 6, PA68 6, PA69 6, PA70 6, PA71 6, PA72 6, PA73 6, PA74 6, PA75 6, PA76 6, PA77 6, PA78 6, PA80 5, PH40 4, PH41 2, PH41 4, PH42 4, PH43 4, PH44 4, ZE1 0, ZE2 9

You can choose to pick up your order from a participating Click & Collect store in your area or have it delivered to your home address.

To find your nearest Click & Collect store, simply use our store locator tool, enter your postcode and then select the ‘Click & Collect’ filter to display the participating stores nearest to you.


How long will I have to wait?

3 to 5 working days for standard Click & Collect and home delivery orders. We’ll try and get your order to you sooner if we can. We will let you know once your order is ready for collection.

If you use our Next Day Click & Collect service and place your order before 2pm, your order will be delivered to the selected participating stores for collection after 2pm the next working day. Orders placed after 2pm on Friday and before 2pm on Saturday will be delivered on the following Monday.


If you use our Next/Named Day delivery service and place your order before 2pm (Monday to Friday only, excluding Bank Holidays), you’ll get it, for most postcodes by 9pm the following day or on the named day you choose at checkout. Next Day orders placed after 2pm on Friday and before 2pm on Monday will be delivered on Tuesday.

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).

For delivery to these areas we recommend Standard Delivery or Named Day delivery.  Please allow a minimum 2 day delivery lead time for Named Day delivery to these areas.


Can I choose a specific delivery time?

Unfortunately we can’t tell you when your order will be with you but our couriers deliver between 7am and 9pm, Monday to Saturday.

If you’re usually out at certain times, why not try our Click & Collect service? We’ll drop your order off at a participating store of your choosing so you can collect it when it’s convenient.

If you’re a registered user you may be able to track your order. Click here to log into My Account.


CLICK & COLLECT


What is Click & Collect?

Spend more than £15 at Tu clothing online and we’ll drop off your order at your local participating Sainsbury’s store, for free. Please check our store locator to find your nearest participating store.

Collection from most participating stores is available within 3-5 working days. 

You can also choose Next Day Click & Collect at selected Sainsbury's stores for £3. There is no minimum order value. Order before 2pm for delivery after 2pm the next working day. Orders placed after 2pm on Friday and before 2pm on Saturday will be delivered on the following Monday. Our Next Day Click & Collect service is not available during promotional periods.

We’ll keep your order for 10 days so you can pick it up when it’s convenient for you. If you don’t collect your order after 10 days, we’ll return it to the warehouse and you’ll get a refund.


How do I collect my order?

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 the specified store with the following:

1 Your order number. You’ll find this on your order confirmation email as well as the text or email we sent you to let you know your order was ready to collect

2 The bank card you used to pay with.


Can someone else collect my order?

Yes. Please ask them to go to the specified 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're sorry, but without providing these details we can't allow your order to be collected on your behalf.


TRACKING YOUR DELIVERY


Can I track my order?

If you have an account with us, you can track your order and get updates on its progress. Simply log in to My Account, select the order you want to track and then click the ‘Track My Order’ link.

You can also track your order by clicking on the ‘Track My Order’ link contained in your confirmation email. Please note that you can’t track orders if you used our Quick Checkout service.


DELIVERY PROBLEMS


Are there any areas you don’t deliver to?

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.

We also do not deliver to the following mainland Scottish Highland postcodes starting with the following first 4/5 characters: HS2 0, HS2 9, HS3 3, HS4 3, HS5 3, HS6 5, HS7 5, HS8 5, HS9 5, IV21 2, IV22 2, IV26 2, IV40 8, IV41 8, IV42 8, IV43 8, IV44 8, IV45 8, IV46 8, IV47 8, IV48 8, IV49 9, IV51 9, IV52 8, IV53 8, IV54 8, IV55 8, IV56 8, KA27 8, KA28 0, KW15 1, KW16 3, KW17 2, PA20 0, PA20 9, PA34 4, PA34 5, PA37 1, PA41 7, PA42 7, PA43 7, PA44 7, PA45 7, PA46 7, PA47 7, PA48 7, PA49 7, PA60 7, PA61 7, PA62 6, PA63 6, PA64 6, PA65 6, PA66 6, PA67 6, PA68 6, PA69 6, PA70 6, PA71 6, PA72 6, PA73 6, PA74 6, PA75 6, PA76 6, PA77 6, PA78 6, PA80 5, PH40 4, PH41 2, PH41 4, PH42 4, PH43 4, PH44 4, ZE1 0, ZE2 9


What if I’m not in when you deliver?

Our courier will make 2 attempts at delivering your order. If you’re not there on the first delivery attempt, we’ll try our best to follow any additional delivery instructions you provide at checkout or leave in a safe place or with a neighbour.  If this is not possible then we’ll try to deliver your order again later. If we’re unable to deliver, our courier will leave a card for you.

The card will contain our courier’s contact details so you can ask them to try again at another time, although we can’t guarantee that they’ll be able to do this. 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.

If you would like to speak to someone about a missed delivery, please call our Customer Care team on 0800 028 6658.


Can I change my delivery address?

We’re afraid we can’t change any part of your order after you’ve placed it. We might be able to cancel it for you if you call us on 0800 028 6658 within 30 minutes of placing your order, although we can’t guarantee we’ll be able to do this.

After you’ve cancelled it, you can then place a new order. 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'.


Can I leave instructions for the courier?

Yes. At checkout , enter any special delivery requests you have, such as leaving your order in a safe place or with a neighbour, when prompted. Although our couriers try hard to accommodate these requests, we can’t always guarantee that they’ll be met.


My order is late

We aim to get standard delivery orders to you within 5 working days and Next/Named Day deliveries to you by 9pm the day after you placed your order (Monday to Friday only, excluding Bank Holidays) or by 9pm on the Named Day selected by you at checkout. Next Day orders placed after 2pm on Friday and before 2pm on Monday will be delivered on Tuesday.

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).

For delivery to these areas we recommend Standard Delivery or Named Day delivery.  Please allow a minimum 2 day delivery lead time for Named Day delivery to these areas.

Please see our delivery policy for further details on delivery times.

If your order is still not with you after these times, we’d like to help. If you have an account, you can track your parcel’s location by logging in to My Account. From here, click ‘My Tu’ in the grey bar at the top of the page and then click on 'View & Track My Orders'.

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 have a Click & Collect order, don’t have an account, or, you would still like to speak to us, please contact Customer Care so we can help you.


RECEIVING YOUR ORDER


Who can sign for my order?

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 use our Click & Collect service and pick up your order in store.


My order wasn't what I was expecting

Please click here to find out how we can help you.