PLACING AN ORDER
Is everything available to buy online?
Not all products found in a TJ Hughes store are available for purchase online and similarly you may not find all our online products in stores. The online range is dependent on stock availability at our main warehouse.
Can I change my order?
Once you have placed your order, unfortunately we are not able to make any changes. This is because our team process orders very quickly to ensure that we hit our delivery times. Unfortunately this doesn’t leave any opportunity for orders to be changed.
Can I cancel my order?
Once you have placed your order the process of confirming you order and charging you is very quick. Unfortunately we are very rarely able to intervene with this process, however we do have a quick and easy returns process, please see our returns information page https://www.tjhughes.co.uk/returns-information-i13
What do I do if there is a problem with my order?
If there is a problem with your order please contact our team using our Contact Us page https://www.tjhughes.co.uk/contact-us-i3
How do I track my order?
You can track your orders by logging in to “My Account” and clicking on “My Order History”. In this section you will be able to see all of your orders and track the status of any of your open orders.
If your item is tracked as delivered and you haven’t received it, check for a delivery card from our courier first as they may have left the items with a neighbour. If you still don’t have your order please contact our Customer Service team using our “Contact Us” page https://www.tjhughes.co.uk/contact-us-i3 and we can arrange an investigation as to where the item is.
Why are my items arriving in separate parcels?
If you order multiple items these may arrive in separate parcels and may also be confirmed to you in separate emails. This is because we stock our products in different warehouses, and orders are processed and split between these warehouses.
How long will I wait for delivery?
We endeavour to deliver your order within 7 days, some larger items i.e. furniture may take longer. Please view our delivery information page for further details https://www.tjhughes.co.uk/delivery-information-i5
RETURNING AN ORDER
Who do I contact regarding my order?
Please call our Customer Service enquiry line on 0844 576 0272, Monday to Friday 9am to 5pm or contact us via the website in the Contact us section and we aim to respond to your query within 48 hours.
How do I return my order?
To arrange a return please use the Contact Us section on the website. Please detail the order number, name and address including postcode and the reason for the return. We can send you a pre-paid returns label link to create a label and return via the post office for smaller item or book a collection with our courier Yodel for larger items for a convenient day for yourself.
Can I return a product bought online to a store?
Unfortunately at present we do not have the facility for you to return products bought online to our stores. We will be looking to introduce this service as soon as we can.
How long will my refund take to process?
Once we have received and checked your return in our warehouse we will process your refund. Processing a refund with your bank usually can take 7-10 working days.
MAKING A PAYMENT
What is a CV2 security code?
The CV2 security code is a three digit code usually found on the signature strip on the back of your card. For AMEX cards this is a four digit code found on the front of the card.
The code is required as a security measure for your bank and is needed for every transaction where the cardholder is not present. If your card is illegible you will need to contact your card issuer as we cannot process your payment without this code.
How secure is your website?
Our website security is very important to us, we work with Visualsoft platform who are SSL (Secure Socket Layer) certificated, and all personal information is encrypted.
We ensure all credit and debit card transactions are checked and verified through Barclaycard EDPQ which is an end to end secure service for all card payments.
What cards do you accept?
We can accept Visa, Visa Electron, Mastercard, JCB, Amex and Maestro cards.
What if I forget my password?
You can always request a new password by clicking on the “Forgotten Password” link on the login page. A password reset will be sent to your email address which you should change immediately.