FAQ's

Placing an order

Can I order from overseas?

Yes, you are welcome to place an order from overseas using one of our recognised payment methods. At the moment, however, we are unable to ship parcels overseas so you will need to have your items delivered to a UK address for collection or to be forwarded to you. See our Delivery options for details on the delivery services we offer in the UK.

Can I change my order?

Once you have placed your order and it has been confirmed, we are not able to make any changes. This is because our teams process the orders very quickly through the warehouse to ensure delivery is swift and this leaves no opportunity to change an order.

Can I cancel my order?

Once you have placed your order and it has been confirmed, the process of sending out your order and charging your card is very swift and we are rarely able to intervene before this is completed. The good news is if you do find you have placed an order you no longer require, our returns process is quick and easy, and if you return it to store it's free! See our Returns Policy for details

The Consumer Protection (Distance Selling) Regulations 2000 give you the right to cancel your order and receive a refund of all charges in certain circumstances. For further details on how to do this, please see our Terms and Conditions

What do I do if there is a problem with my order?

Contact our Customer Service team either by calling 01923 473561 or by sending an email to customerservice@tjxeurope.com. Our opening hours are:

Monday Friday 09:00 to 18:00
Saturday 10:00 to 16:00

Do you offer a gift wrapping service?

We currently do not offer gift wrapping as part of our service.

My online account

Do I need to login to my account to place an order?

No, you can use our quick and easy Guest Checkout if you're in a rush and don't want to log in. Obviously we think it's best to log in so you can keep a record of your purchases, but the choice is entirely yours!

We strongly recommend that you do not disclose your password to anyone. We will never ask you for your password in any unsolicited communication (such as letters, phone calls or email messages). For more information about how we manage personal information please click here to see our Privacy Policy.

What happens if I forget my password?

Don't panic! You can easily request a new password by clicking on "Forgot your password" on the login page. Your password will automatically be sent to your email address. We strongly recommend that you change your password immediately once we have sent it to you by logging onto your account and clicking on Edit Email Address/Password.

Why do you need my email address?

We use your email address as a unique means of identifying you. We will use it as your login name for your account with us, and any communications regarding your order will be sent to this address. View our Privacy Policy to see how we take care of your personal details.

Making a Payment

Why do you no longer offer payment by Paypal?

Payment by Paypal presented a problem to us if a customer wished to return their purchase to one of our stores. We could not issue a refund via Paypal in store and could therefore offer only a gift card which we felt was unfair to those customers. Payment can be made by a range of credit or debit cards and is completely secure through our website.

I made a purchase via Paypal, will I receive a refund if I return it?

If you return the item by post within our return period you will still receive a refund via your Paypal account. If you return the item to one of our stores we will unfortunately only be able to issue a gift card or exchange. See our Returns page for more information on how to return an item.

Which payment methods do you accept?

We accept Switch/Maestro, Visa, Visa Delta, Visa Electron, Mastercard, Solo, Amex and e-voucher.

What is the security code I need during checkout?

The security code (or CVV2 number) is a three digit code usually displayed on the back of the card after the card number in the signature strip. The one exception is the American Express card where the number is a four digit code and appears on the front of the card in the top right hand corner.

It is a security measure that banks require for all transactions where the cardholder is not present. Since the security code is listed on your card and not stored anywhere else, the only way to know the correct number is to have the card in your possession. If you cannot read your security code, you will need to contact your card issuer as we cannot accept a transaction without this code.

Do you save my payment details for my next visit?

We don't automatically save your payment details, but if you want us to then just remove the tick from the box when you have entered your details. Your details will then be securely stored and you will not have to re-enter them when you place your next order. We have very high security standards and you can trust us to take good care of your details. If you don't wish to save your personal details then don't worry you can simply re-enter your payment details each time you make a purchase.

How secure is your website?

We take security very seriously to ensure customers' data is secure when they purchase products online. We have partnered with Venda to provide our website, who are compliant with the Payment Card Industry Data Security Standard (PCI-DSS). As a PCI Tier 1 merchant, Venda have to undergo the highest level of PCI-DSS validation on an annual basis, including an independent audit. TJX UK (trading as TK Maxx and HomeSense) also maintain appropriate administrative, technical and physical security safeguards to ensure your personal information is protected.

As a way of ensuring all credit and debit card transactions are protected by the highest levels of security we have also implemented Verified by Visa (bVb) and MasterCard SecureCode (SecureCode) which together are known as 3D Secure. This is a security programme which allows you to create your own personal password, known only to you, for use as an extra security measure each time you use your Visa or MasterCard (including Maestro) to make purchases online.

What is an e-voucher?

An e-voucher is a gift card you can use online. E-vouchers can only be purchased or redeemed online. Values range from ?5 to ?100 and make a great gift for any occasion. When you buy the e-voucher, just enter the recipient's email address and your message and the e-voucher will appear in their inbox for that special occasion.

How do I pay by e-voucher?

When you have chosen the items you want, click on Checkout. Under Additional Services you will see a link to "Redeem an e-voucher". Click on this link and enter the e-voucher code exactly as it appears on the voucher, then click "Continue". If the value of your order is higher than the value of the e-voucher, bad luck you will need to pay the difference on your credit or debit card. If the value of your order is lower than the value of the e-voucher then the lovely left over credit will be added to your TK Maxx account ready for you to use on the next order you place.

If you forget to click on the e-voucher link, cancel your order and start again. Once an order has been submitted and paid for using other means, you will not be able to use the e-voucher against this order.

Gift Vouchers

Do you sell gift vouchers?

Yes we do. Please Click here to find out more.

How do I find out more information about TK Maxx and Homesense?

We are unable to answer any individual requests for information for example for student projects, but you can find a whole host of information on our website by clicking on the link at the bottom of the home page to The TJX Companies or the How do we do it page which you will find under More about Us.

How do I apply for a job at TK Maxx and Homesense?

Click here to find out about exciting job opportunities at TK Maxx and HomeSense.

Shopping in a TK Maxx store

Where's my nearest TK Maxx store?

You're just one click away from checking out all the latest designer labels and top name brands in a store near you. What are you waiting for? Click here to view store addresses.

I want to find a particular product in a TK Maxx store. Can you track it down for me?

Unfortunately not. Thousands of fabulous new items arrive in store every day. Not only does this mean oodles of choice for you, but it also means that no two stores can offer the same goodies at the same time. For this reason, we are unable to offer you a tracking service. But we can offer great savings on famous labels every time you visit.

What are your top tips for shopping at TK Maxx?

Keep your eyes peeled and get ready to act fast. If you see something you fancy, pop it in your basket pronto. As all savvy shoppers know, the more you visit TK Maxx the more fantastic big label bargains you are bound to find. Click here for our shopping secrets.

What's your refund and exchange policy?

Click here to see our Returns policy.

Precious Metal

How can I find more information about any precious metal?

Please check the attached document for any hallmarked product. For any other details, please contact our customer service team.