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.

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.

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 policy.

All complaints are dealt with in accordance to our complaints policy.

Our complaints handling policy is published and easily accessible. You can find it on the Contact Us, Complaints, or FAQ pages.

If there is a problem with your order please contact our team using our contact us page.

You can track your orders by logging in to My Account and
clicking on Orders. 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 and
we can arrange an investigation as to where the item is.

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.

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.

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.

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.

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.

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.

Our website security is very important to us. We work with the Shopify platform, which is SSL (Secure Socket Layer) certified, ensuring that all personal information is encrypted.

We ensure all credit and debit card transactions are checked and verified through Shopify Payments, which provides an end-to-end secure service for all card payments.

We can accept Visa, Visa Electron, Mastercard, JCB, Amex and Maestro cards.

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.