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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.

We are working hard to make sure tu.co.uk is working as normal whilst prioritising the safety of our colleagues and customers. We’ll keep you updated should anything change.

We would strongly encourage you to order items for home delivery, or to only collect whilst doing your essential food shopping at Sainsburys. We are limiting the number of customers in our stores. Therefore, you may need to queue before entering Sainsbury’s to collect your parcel.

Most Popular Questions

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 haven't received your parcel or a calling card 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)
Please allow 7 days for our team to look into your query and respond to you.

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.

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 please e-mail Tucustomerservices@sainsburys.co.uk, stating clearly in the subject line the issue, including the following in the main body of the email:

For Security:

  • Order Number (If Applicable)
  • Full Name as appears on the account
  • First line of your billing address & Postcode

Please allow 7 days for our team to look into your query and respond to you.

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 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)
Please allow 7 days for our team to look into your query and respond to you.

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

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

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

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 click here to see our full returns and refunds FAQ's.

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.