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

1 Most popular questions
2 Ways to pay
3 Billing
4 Nectar
5 Keeping you safe online
6 Receipts & confirmations
7 What is PayPal 'Pay In 3' instalments?



My payment card was declined

Most payments fail because card details were incorrectly entered or because the billing address entered at checkout doesn’t match the one on your bank statement.

Please double check all of these details and try to check out again.

If your payment still won’t go through, please contact your card issuer directly so they can help you.

Please note that we only accept cards which are registered to a UK billing address.

My voucher code didn’t work

Please check the terms and conditions printed on the voucher to make sure that it’s still valid. It’s also worth while checking to see if the details were entered correctly.

If you’re still having problems, please contact Customer Care and we’ll look in to the problem for you.


How can I pay?

With a valid MasterCard, Visa, Visa SimplyOne, Electron, Maestro, International Maestro, Amex and JCB card.

Valid evoucher code or promotional codes are also accepted as part or full payment for your order. Please see the "Can I use a voucher or promotional code to pay?" section below for more information.

Please note that we only accept cards which are registered to a UK billing address.

Do you accept Paypal?

Not at the moment, but you can pay quickly and securely with a large range of credit & debit cards. Please see "How can I pay?" above for more details.

Can I pay with a Sainsbury’s gift card?

We’re sorry but you can’t use your Sainsbury’s gift card to pay online. The good news is that you can use them in our stores.

Can I use voucher or promotional code to pay?

From time to time, we may send out voucher and promotional codes that you can use to pay for part of your order. Simply add the code to your order when prompted at the checkout stage and then click ‘add coupon’.

Please check the terms and conditions issued with each voucher or promotional code for more information.


When will you charge me for my order?

We usually take payment from your bank within 15 minutes once you’ve submitted your order.

Depending on how quickly your bank processes the payment, it should appear on your statement within 48 hours, although some banks do take longer.


Do I get Nectar points when I shop?

Yes – it’s a great way for us to reward you for shopping with us. All you have to do is link your Nectar card to your Tu account and we’ll start adding points automatically.

To do this, simply log in to your My Account and follow the instructions.

You can also add your Nectar card details at the checkout stage if you’re using our Guest Checkout service.

Please note that Nectar points may not appear for up to 28 days after you placed your order so please bear with us while we add them to your account.

Can I use my Nectar points to pay?

Not at the moment we’re afraid. However, you can still use your Nectar points in stores that sell Tu clothing. Click here to find your nearest store.


How secure is your website?

As secure as it can be. We constantly check and test our site so you can always shop securely online with us.

We use industry-standard technologies which allow us to encrypt any sensitive data that you may send us during payment and cannot be intercepted by anyone else.

We’ll never ask you to verify your personal information, so such requests are likely to be fraudulent.

If you have received such an email, do not click any of the links contained within it. Simply forward it to us at telling us that you’ve received a suspicious email and then delete it.

If someone calls you claiming to be from Tu Clothing or Sainsbury’s and asks you to verify payment or billing information, decline to provide the information and call us immediately on 0800 028 6658 so we can help you.

How do you store my payment information?

We store and use any payment information you give us in accordance with the Data Protection Act. To learn more, please check out our Privacy Policy .

What are Secure Payments and how do they work?

Secure Payments are systems put in place by numerous card issuers such as Mastercard Secure Code, Verified by Visa and Amex Safekey.

These systems are an extra safety measure which verify information known only to you and your card issuer.

As these systems are operated by third parties, we unfortunately won’t be able to help you if you have problems while using them. Please contact your card issuer for further assistance on how to use these systems.


Can you send me a VAT receipt?

Absolutely. Please send an email to and we'll be happy to send a VAT receipt out to you. Please include your order number in any emails you send us.

I can’t find my order confirmation

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.


** Can I use PayPal 'Pay in 3' instalments?

If your basket is between £30 - £2000, after any deductions, it should qualify for Paypal ‘Pay In 3’ instalments; however, Paypal will decide if you are eligible to pay by this method. When you use Paypal ‘Pay In 3’, you will enter into two contracts, one with us for the supply of goods and/or services and one with PayPal so that you can pay in instalments. The contract with PayPal will be governed by their terms and conditions.

How do I pay with Paypal 'Pay in 3'?

Select PayPal as your payment method at checkout and we’ll redirect you to PayPal’s website. You’ll need to complete a short registration form if you are a new PayPal customer. This will include providing PayPal with some details including your name, date of birth, address email and your debit or credit card details. You will also need to read and accept PayPal’s terms and conditions, in order to complete your order. If you are an existing PayPal customer, you just need to select and log in to your PayPal account on the Tu checkout page and accept PayPal’s terms and conditions to complete your order. You will receive an instant decision after some initial checks by PayPal, confirming if you are eligible to use ‘Pay in 3’ as a payment method. Please note that the login details for your PayPal account will be different from the login details which you use for your Tu online account.

If approved, payment for item(s) will be taken in three equal interest-free* instalments. You’ll be required to make the first instalment when placing your order. The remaining balance is split into two equal payments that are automatically deducted from your PayPal account over the next two months on the same day of the month as the date of purchase (unless your payment is due on a date which doesn’t exist in that month, in which case the payment will be taken on the last day of that month). The amount owed will be adjusted for any returns. You can login to your PayPal account, at any time to see the status of your payments.

* Late payments

If you do not make a payment in full by the due date, PayPal may report your failure to pay to credit reference agencies, which could affect your credit rating and make it more difficult for you to obtain credit in future. If you are experiencing financial difficulties, please contact PayPal. For more details, see PayPal’s full terms and conditions.