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Order Information

From placing an order to shopping our site, we're on hand to help you find the pieces that are perfect for you.

Most Popular Questions

First, it’s worth checking whether you definitely haven’t received your order confirmation. When looking for your order confirmation please make sure you’re checking the inbox of the email address you provided when checking out and please make sure to check your email’s junk and spam folders.

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.

If you checked out as a guest and definitely haven’t received your order confirmation, then please contact us.

We’re sorry but you can’t change any part of your order once you’ve submitted it.

We’re sorry but you can’t cancel an order once you’ve submitted it.

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.

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

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

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

We are sorry that your order has been cancelled, our team would have notified you of this and the reason for cancellation via email using the email address registered to your account. However, please check all your mailboxes including junk or spam folders. If you have any questions regarding your refund please go to returns & refunds FAQ's for further information.

We are sorry that your order wasn’t what you were expecting. You can return your items for a full refund for free in participating Sainsbury’s stores or by sending your items back to us using the postage label provided. For more information on our returns and refunds process please click here. If your order is wrong, we have further information on what to do here.

We know it’s disappointing when you can’t find what you wanted, but some of our styles get snapped up very quickly. We do update our site regularly, so it’s worth coming back to check.

We’re really sorry but we can’t tell you when we’ll get more stock of a certain item. It may be available at your nearest Sainsbury’s store that sells Tu clothing.

To find the contact details of your nearest stockist, use our Store Locator. Once you’ve entered your postcode, you’ll be able to look in the list to see whether the individual store stocks Tu clothing. But before you set off it’s best to call ahead and check if they have your item in the right size.

We hope to put everything you see in-store, online as well, so you have lots of different ways to shop. Sometimes we won’t have stock of every single item that we sell, so please bear with us as we add as many items as we possibly can.

We’ve put together a size chart to make finding the perfect fit even easier while shopping online. You can access the size chart on each product page. The link is located next to the ‘pick size’ drop down menu next to the product photo.

Yes – we’d love to know what you think of our products, so we can improve them for you in the future. It’s also a great way to help other Tu customers with their shopping.

There are two ways to write a product review...

  • We’ll send you an email after you check out – just click on the ‘Write a review’ link
  • Find the product on our website and click the ‘write a review’ link near the top of the page

Absolutely. We’d love to hear what you think and how we can make the shopping experience better for you.

Simply click on the 'Any feedback?' link at the bottom of each page to make your suggestions.