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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
 


CHRISTMAS DELIVERIES


For delivery by 9pm on 22nd December please order by the dates below for the following services:

  Wednesday 19th Dec Thursday 20th Dec Friday 21st Dec
Standard Home Delivery Order by midnight    
Premium Home Delivery     Order by 2pm
Standard Click &Collect   Order by 2pm*  
Next Day Click &Collect     Order by 2pm

*excludes Coleraine, Forestside, Strand Rd, Ballymena, Newry, Craigavon, Armagh, Sprucefield, Carrickfergus, Holywood Exchange, Dungannon, Belfast West, Nairn and Bangor stores - Order by 2pm Wednesday 19th December for Standard Click & Collect.


DELIVERY


How can I get my order?

You have 2 main options to choose from:

1 Click & Collect
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 (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.

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


How long will my order take to arrive?

Standard Delivery £3.95

For most of the year, Standard Delivery orders take 3-5 working days to arrive (although we’ll always try to get your order to you sooner if we can). 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 come to check out.


Next/Named Day Delivery £4.95

If you place your order before 2pm (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 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 the following 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). 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.


Are there any areas you don’t deliver to at all?

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

Neither Standard or Next/ Named Day Delivery are available to these locations.


Can I choose a specific delivery time?

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.


CLICK & COLLECT


What is Click & Collect?

Standard Click & Collect, FREE

When you spend more than £15 on tu.co.uk you can Click & Collect your order from any participating Sainsbury’s store for free. Find your nearest store here.

At most times of year, Click & Collect orders will arrive in store within 3-5 working days. 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.

Next Day Click & Collect, £3

Need it sooner? You can place most orders before 2pm Monday – Friday and it’ll arrive into store the very next working day. This is available for only £3 on all orders (with no minimum value) at selected Sainsbury’s stores. But when we’ve got a sale or promotion on Next Day Click & Collect isn’t available

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.


Can I Click & Collect any Tu item?


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.


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 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.


Can someone else collect my order?

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.


TRACKING YOUR DELIVERY


Can I track my order?

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.


ISSUES WITH YOUR DELIVERY


What if I’m not in when you deliver?

Our courier 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.


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


What if the delivery of my order has been delayed?

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 – bit 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.


Can I change my delivery address?

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'.


Can I leave instructions for the courier?

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.


My order is late, what should I do?

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 have a query about a Click & Collect order or, you’d just like to speak us you can contact our Customer Care team.



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 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).


My order wasn't what I was expecting

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