FAQs

FAQS - Online Store

Q. What is an E-voucher?

An E-voucher is our online store’s equivalent of a Gift Card. E-vouchers can only be purchased or redeemed online. Values range from £5 to £100 and make a great gift for any occasion. Just enter the recipient’s email address and your message, and your E-voucher will be waiting in their inbox on that special occasion.

Back to Top

Q. How do I redeem my E-voucher?

  • Go to the online store homepage.
  • Select the items you want to buy and add them to your shopping basket.
  • Go through the checkout process until you get to the final order summary page.
  • Click on the E-voucher link and insert the E-voucher claim code exactly as it appears on the E-voucher you were emailed.
  • Click ‘continue’ to apply the E-voucher.
  • If the value of your order is higher than the value of the E-voucher, bad luck - you’ll need to pay the difference using a credit/debit card.
  • If the value of your order is lower than the value of the E-voucher, lucky you - the balance will be added to your TK Maxx account ready for you to use on future visits.
  • If you forget to click on the E-voucher link, cancel your order and start again. Once your order has been submitted and paid for using other means, you will not be able retrospectively to use your E-voucher to offset that cost. For more information on E-vouchers, click here.
Back to Top

Q. How secure is this website?

TJX UK (trading as TK Maxx and HomeSense) take security very seriously and have partnered with Venda for website hosting services. Venda has been certified to Tier 1 of the Payment Card Industry Data Security Standard (PCI); the highest level of PCI compliance certification. Venda undergo an annual independent audit to maintain their Tier 1 PCI DSS certification, the purpose of which is to ensure that customers’ data is secure when they purchase products online. TJX UK also maintains appropriate administrative, technical and physical security safeguards in an effort to protect your personal information. For more information about how we manage personal information see our privacy policy.

3D Secure

So that all online credit and debit card transactions are protected by the highest possible levels of security, we've implemented Verified by Visa (vBv) and MasterCard SecureCode (SecureCode). Together these measures are known as 3D Secure. 3D secure is a new security programme that 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 a future purchase online.

Q. What payment methods do you accept?

We accept Switch/Maestro, Visa, Visa Delta, Visa Electron, Mastercard, Solo, Amex and PayPal.

Back to Top

Q. What is a security code?

The security code (or CVV2 number) on your credit/debit card is a security measure banks require for all transactions where 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 physically have possession of the card itself.

Back to Top

Q. How to find your security code:

Most credit/debit cards display the three digit code on the back of the card, after the card number in the signature strip. On American Express cards the security code is a four digit code and it appears on the front of the card in the top right corner.

IF YOU CANNOT READ YOUR SECURITY CODE, PLEASE CONTACT THE CARD ISSUER.

Your browser may not display this image of a security code Back to Top

Q. Why do I need a password?

When creating an account you will be asked to create a password. Your password is unique to your email address and helps to ensure that your account details remain secure. You can access your account information at any time to edit any of your account details. We strongly recommend that you do not disclose your password to anyone. We will never ask you for your password in any unsolicited communication (including unsolicited correspondence 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.

Back to Top

Q. What happens if I forget my password?

If you forget your password, don’t panic, you can request that it’s emailed to you in your ‘My Account’ section or on the login page. Your password will automatically be sent to your email address. We strongly recommend that you change your password immediately after using this service.

Back to Top

Q. Why do I need to enter my email address?

We use your email address as a means of identifying you. This is the address your registration will be stored against and you will receive communications from us at this email address.

Back to Top

Q. Do I need to log in to browse the website?

You don’t need to log in if you just want to browse our website. However when you choose to transact online you’ll need to log in.

Back to Top

Q. Do I have to save my payment details?

No, you can choose to save your payment details, just remove the tick from the box underneath where you have entered your credit or debit card details.

If you do save your payment details it will make the checkout process quicker when purchasing from tkmaxx.com in the future. Once your payment details are entered, your details will be securely stored and you will not have to re-enter them when you place your next order. If you don’t want to save your payment details then don’t worry – you can simply enter your payment details each time you make a purchase. See FAQ (4) to read about our security standards or for more information about how we manage personal information see our Privacy Policy

Back to Top

Q. Can I change my order?

Once your order has been confirmed, it's not possible for you to change it prior to despatch. Please read the order form carefully and the Terms and Conditions before submitting your order.

Back to Top

Q. Can I cancel my order?

Once your order has been confirmed it cannot be cancelled on the website. Once the goods have been received they may be returned. Please refer to the Returns Policy for more information. This does not affect your rights of cancellation as per The Consumer Protection (Distance Selling) Regulations 2000. Please click here to read our Terms and Conditions for more details about your rights of cancellation.

Back to Top

Q. Can I order from overseas?

Yes, you can order from overseas so long as you use one of the accepted payment methods detailed above. However, at the moment we’re not able to ship to addresses overseas, so you’ll need to have your items delivered to a UK address. Click here to see our Delivery Policy for full details on where we deliver to.

Back to Top

Q. What is your refund and exchange policy when ordering online?

Check out our Returns policy.

Back to Top

Q. What do I do if there’s a problem with my order?

Our Customer Service Team is happy to help with any problems. You can email them on online_shop@tjxeurope.com or call 01923 473561. We will aim to respond to your email within 2 working days hours. Our opening hours are Monday – Friday from 9am-5pm.

Back to Top

Q. What are your delivery charges?

Delivery Type Charge Delivery Time Signature Required
Standard £ 3.99 Usually within 2-5 working days If order value > £100
Next Day £ 5.99 Next day if order placed before 2 pm YES
Saturday £ 8.99 Between 7am and noon YES

See our Delivery Policy for full details on where we deliver.

Back to Top

Q. Where do you deliver to?

We deliver everywhere and anywhere within the UK. However deliveries to Northern Ireland, the Isle of Man or the Highlands and Islands may take a little longer. Unfortunately we don’t deliver to ROI, Jersey or Guernsey.

See our Delivery Policy for full details on where we deliver.

Q. Do you offer a gift wrapping and gift receipt service?

We don't currently offer a gift wrapping or gift receipt service, however if you feel this is something you'd like to see in the future or if there is anything else you'd like to see please email us at feedback_AT_tjxeurope.com.

Back to Top

FAQS – TK Maxx In Store

Back to Top

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

Thousands of fabulous new items arrive in store every week. Not only does this mean oodles of choice for you, but it also means that no two stores 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.

Back to Top

Q. How can you offer such great savings on designer labels?

Our huge purchasing power and strong relationships with famous designers and classic labels throughout the world mean we get great deals. We offer a no frills shopping experience which means we can pass these fantastic savings on to you.

Back to Top

Q. What's the difference between TK Maxx and discount stores?

TK Maxx prides itself on selling designer labels and famous name brands. This means that you enjoy department store quality as well as great savings of up to 60%.

Back to Top

Q. What's the difference between TK Maxx and a department store?

Of course, department stores offer huge collections of famous labels and big brand names, but they often come with 'designer' price tags. At TK Maxx we treat you to big designer names for up to 60% less.

Back to Top

Q. 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’re bound to find.

Back to Top

Q. 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.

Back to Top

Q. How do you make sure every visit to TK Maxx is special?

The most important people at TK Maxx are our customers. Every time you pop in you’ll be welcomed by friendly, helpful staff. We accept all major credit/debit cards. And with our in store 14-day Return and Refund Policy you can simply return the item(s) to any of our stores in its original condition with a valid receipt within 14 days of purchase and you’ll be given an exchange or refund. For more details click here to read our Returns Policy.

Back to Top

Q. Are TK Maxx stores designed to make shopping easy?

Every TK Maxx store is designed to deliver a simple, practical way of shopping. Organised by department, it's easy to find exactly what you're looking for, in the size you want. Almost all our stores have individual mirrored fitting rooms with disabled access. All you have to do is pile up your trolley with designer labels and shop 'til you drop.

Back to Top

Q. What’s your refund and exchange policy?

Our 14 day ‘love me or return me’ Refunds Policy means that within 14 days we reckon you’ll know whether you're in love with your purchase or not. If for some reason you’re not, simply return the item(s) to any of our stores in its original condition with a valid receipt within 14 days of purchase and you’ll be given an exchange or refund. For more details click here to read our Returns Policy.

For safety and hygiene reasons we’re really sorry but we are unable to refund or exchange the following:

  • Cosmetics
  • Underwear (bras bought as separates can be returned)
  • Hosiery
  • Swimwear
  • Earrings
Back to Top

This does not affect your normal statutory rights. If you have any queries, please ask one of our Customer Service Associates in store. Please note that items purchased in store can not be returned via the post. To see our Returns Policy for online transactions from www.tkmaxx.com click here to read our Returns Policy.

Q. Can I order online?

Yes we’re now offering a wide range of big label bargains to buy online. As with our in store stock, the choice of products will be constantly changing so you’ll never quite know what to expect from your online shopping trip. Click here to get shopping.

Back to Top

Q. I’m a student working on a project. How do I find out more about TK Maxx?

You can find out more by clicking on to the ‘Corporate Website’ link at the bottom of the page or the ‘What is TK Maxx?’ link at the top of the page. Sorry but we’re unable to answer individual enquiries.

Back to Top

Q. How do I find out about jobs at TK Maxx?

We’re always on the look out for talented people. With over 240 stores in the UK and the Republic of Ireland, and with more stores planned, we always have lots of exciting positions up for grabs. To find out more, see Tkmaxx.com/careers

Back to Top

Q. I’m a potential supplier/ vendor. Who should I talk to?

Please write to us at our Head Office: Central Procurement, 50 Clarendon Road, Watford, Hertfordshire, WD17 1TX or, if you know the department you need to contact, why not email them instead? Click here for contact details. It would be great to hear from you. If you have any other questions, the Customer Service team will be happy to help. Click here for contact details.

Back to Top

FAQS – HomeSense In Store

Back to Top

Q. I want to find that special something in a HomeSense store. Can you track it down for me?

Thousands of new items arrive in our stores every day. Not only does this mean more choice and variety for you, it also means that no two stores offer the same products at the same time. For this reason, we are unable to provide a tracking service. But we can promise you one thing -savings of up to 60% every day on quality branded homeware, every time you visit.

Back to Top

Q. Where is my nearest HomeSense store?

Use our online store finder to find out where your nearest store is. It's that simple. You're just one click away from the best quality homeware at down-to-earth prices.

Back to Top

Q. How on earth can you offer such big savings on amazing homeware?

We can give you great quality home furnishings at up to 60% off because we buy differently. Unlike other stores, we don't go out far in advance and buy a set range we keep all season. Our buyers are true homeware experts who spend every single day travelling the world looking out for great quality, current season finds that can be delivered straight to our stores. And because we don't have posh displays and big storage rooms we make lots of savings that we can ultimately pass on to our customers.

Back to Top

Q. So what's the difference between HomeSense and a department store or a boutique?

At HomeSense we offer the same quality brands as a department store or boutique, but for up to 60% less. And unlike other stores, who display the same products for the whole season, we offer an ever-changing range of unique items with all stores receiving daily deliveries of new styles.

Back to Top

Q. Is there a difference between a HomeSense store and a discount store?

Quality and value are the biggest differences. We only offer high quality homewares from the very best brands and suppliers. Items at discount stores are produced to be sold cheaply, whereas items you find in HomeSense will have been originally produced for a much higher selling price.

Back to Top

Q. Can you hold on to items for me at HomeSense?

With new styles being delivered daily to all HomeSense stores, our stock has to move fast. This means we can't put items on hold. So when you see a great deal, get it quick, because it won't be there for long.

Back to Top

Q. Can I purchase items online yet?

Yes, click here to start shopping

Back to Top

Q. How do I find out if HomeSense has a job that's perfect for me?

We're always on the lookout for talented people. With more stores opening soon, we've exciting positions on offer all the time. To find out what's new and discover a better place to work visit tkmaxx.com/careers

Back to Top

Q. What is your refund policy like?

If you’re not happy with your purchase, simply return the item(s) to any of our stores in its original condition with a valid receipt within 14 days of purchase and you’ll be given an exchange or refund. For more details click here to read our Returns Policy.

Back to Top

Q. I'm a potential supplier/vendor. Who should I get in touch with?

Please direct any enquiries to:

HomeSense Head Office, 50 Clarendon Road, Watford, Hertfordshire, WD17 1TX.

If you have any other questions, drop a quick email to our Customer Service department on customer_service_@_tjxeurope.com and they'll be happy to answer them.

Back to Top