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Latest Delivery Updates – Last Updated on 29th October 2020.

We are not currently offering our next day click and collect in-store service. Store collection & standard home delivery may take up to 7 working days to arrive.

From 6pm on Thursday the 29th of October we will not be offering our next/named day home delivery services.

From questions about ordering, delivery and returns, to information about our site or your account – right here, all in one place.

Our dedicated Covid-19 FAQ’s

Our standard 30 day returns policy applies to all purchases made on or before Saturday the 17th of October. Please click here for more details.

All purchases made between Sunday the 18th of October and Friday the 25th of December 2020 are eligible for our extended Christmas returns period, meaning you have until Sunday the 24th January 2021 to return your items. Your statutory rights are not affected.

In line with our returns policy, please ensure items are unused and in their original packaging with tags still attached alongside your proof of purchase, such as your store receipt, delivery note or order confirmation email.

If you would like to return your order, you can use the following methods.

  • Return your order to a participating Sainsbury’s or Argos in Sainsbury’s store.
  • For clothing purchases made through Argos please refer to their updated returns policy.
  • By post. Postal returns cost £3.50 which is deducted from your refund amount. If any of the items that you are returning are faulty, you will not be charged to return your items.

Currently, our click and collect service is still available at all our participating stores.

We are not currently offering our in store Next Day Click & Collect service. Orders placed after 6pm may take up to 7 working days to arrive in store. All other delivery options currently remain unchanged, please see below for further details.

We are limiting the number of customers in our stores. Therefore, you may need to queue before entering Sainsbury’s to collect your parcel. When you arrive in store, please follow the signs directing you to the Click & Collect desk or ask a store colleague for assistance.

Our standard 30 day returns policy applies to all purchases made on or before Saturday the 17th of October. Please click here for more details.

All purchases made between Sunday the 18th of October and Friday the 25th of December 2020 are eligible for our extended Christmas returns period, meaning you have until Sunday the 24th January 2021 to return your items. Your statutory rights are not affected.

In line with our returns policy, please ensure items are unused and in their original packaging with tags still attached alongside your proof of purchase, such as your store receipt, delivery note or order confirmation email.

If you are self-isolating and have any questions regarding your returns period, please contact us. For security, please ensure you have your order number to hand when contacting our customer service centre.

From 6pm on Thursday the 29th of October we will not be offering our next/named day delivery services. We currently offer the following home delivery options;

Standard Home Delivery £3.95

Standard Home Delivery orders take 5-7 working days to arrive (although we’ll always try to get your order to you sooner if we can).

Yes, you will need to send your nominated person into store with your order number (this can be found on your order confirmation or the text and email we sent you to tell you your order is ready to collect), your billing address or billing postcode.

Most Popular Questions

Delivery

From 6pm on Thursday the 29th of October we will not be offering our next/named day delivery services. We currently offer the following home delivery options;

Standard Home Delivery £3.95

Standard Home Delivery orders take 5-7 working days to arrive (although we’ll always try to get your order to you sooner if we can).

If you spend £20 or over online, we offer a Click & Collect service from selected stores for free.

Alternatively, we charge £3.95 for standard home deliveries which take 5-7 working days.

With our Click & Collect service you can have your parcel delivered to any participating Sainsbury’s or Sainsbury’s in Argos store for you to collect. Click and Collect is FREE and available on orders over £20.

We are not currently offering our in store Next Day Click & Collect service. Orders placed after 6pm may take up to 7 working days to arrive in store.

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).

We are limiting the number of customers in our stores, therefore, you may need to queue before entering Sainsbury’s to collect your parcel. When you arrive in store, please follow the signs directing you to the Click & Collect desk or ask a store colleague for assistance.

Yes - we are limiting the number of customers in our stores. Therefore, you may need to queue before entering Sainsbury’s to collect your parcel.

For more delivery questions, please click here.

Payment

With a valid MasterCard, Visa, Visa SimplyOne, Electron, Maestro, International Maestro, Amex and JCB card. You can also choose to pay via PayPal.

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.

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.

If you’re experiencing payment difficulties on our website please be aware, if more than 3 attempts your card will be blocked to make a purchase on our website. This is in-line with our security when shopping online. Please ensure all details are entered correctly and not auto filled. Also, the name on the card must be entered exactly as appears on your card that your using.

If you’re still having issues, then please contact us.

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.

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.

For more payment questions, please click here.

Returns refunds & exchanges

Our standard 30 day returns policy applies to all purchases made on or before Saturday the 17th of October. Please click here for more details.

All purchases made between Sunday the 18th of October and Friday the 25th of December 2020 are eligible for our extended Christmas returns period, meaning you have until Sunday the 24th January 2021 to return your items. Your statutory rights are not affected.

In line with our returns policy, please ensure items are unused and in their original packaging with tags still attached alongside your proof of purchase, such as your store receipt, delivery note or order confirmation email.

If you would like to return your order, you can use the following methods.

  • Return your order to a participating Sainsbury’s or Argos in Sainsbury’s store.
  • For clothing purchases made through Argos please refer to their updated returns policy.
  • By post. Postal returns cost £3.50 which is deducted from your refund amount. If any of the items that you are returning are faulty, you will not be charged to return your items.

Fill out the returns form that we sent with your order and repackage the items using the original packaging and the enclosed address label. Take your parcel to any Post Office and ask for proof of postage.

Postal returns are £3.50 which will be deducted from your refund amount, unless your item is faulty.

Yes, as long as you are returning within 30 days and you are returning all the items in your order together. If you only return part of your order, we will not refund your original delivery charge. If your item is faulty, we will refund your delivery charge.

In line with our returns policy, please ensure items are unused and in their original packaging with tags still attached alongside your proof of purchase, such as your store receipt, delivery note or order confirmation email.

We'll start processing your refund as soon as we receive your returned items but please note ... If you returned your items to a store it could take up to 5-7 days for your refund to show in your bank account. Postal returns can take up to 14 days to be refunded and if you paid with PayPal it could take up to 30 days.

For more returns, refunds & exchanges questions, please click here.

My Account

Click here, and we’ll take you through to the log in page. Once you’re signed in to your account you can update your delivery and billing addresses, emails, password and other user preferences.

Click here and we’ll take you straight through to a page where you can enter your log in details. You can also click on the ‘Tu Log in / Register’ link at the top of each page on our site.

We want to keep you safe online so your account may be automatically locked if there are too many unsuccessful log-in attempts. If you have entered an incorrect password more than 3 times, then your account will be locked. You will need to reset your password via the following link and click on 'Forgotten your password?'.

Please note a password link will be sent to your email address and you will have 30 minutes to log in and change your password. If your experiencing payment difficulties on our website please be aware, if more than 3 attempts your card will be blocked to make a purchase on our website. This is in-line with our security when shopping online. Please ensure all details are entered correctly and not auto filled. Also, the name on the card must be entered exactly as appears on your card that your using. If your account is locked, then please contact us.

Yes. If you’re a registered user, click here and we’ll take you through to our log in page. Once you've logged on, click ‘My Tu’ on the grey bar at the top off the page, and then go to 'View & track my orders' to see what you’ve ordered as well as the status of any returns you’ve made.

Simply add your Nectar card number to your Tu account to start earning points.

To do this, log in to ‘My Account’ and go to the "Change my contact details" box and then click on “Payment details and Nectar card” page. When prompted, enter the last 11 digits from the front of your Nectar card. You can also add your Nectar card number if you’re using guest checkout, so we’ll still reward you for shopping with us.

For more account questions, please click here.

Order Information

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.

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

For more order questions, please click here.