TK Maxx Parcel Not Delivered or Refund Refused? UK Guide
TK Maxx sells one-off clearance lines, so a lost parcel usually cannot be replaced like for like. That does not weaken your position: under the Consumer Rights Act 2015 TK Maxx is responsible for delivery into your possession and owes you a refund when the goods do not arrive.
Who delivers your TK Maxx order?
TK Maxx typically uses: Evri, Yodel, Royal Mail, Click and Collect (in-store). The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with TK Maxx, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on TK Maxx to deliver into your physical possession.
TK Maxx contact and returns
- How to contact
- TK Maxx on 01923 473561 (Mon-Fri 09:00-17:00) or customerservice@tjxeurope.com. Online orders are handled centrally, not by the store you would return to.
- Returns policy summary
- TK Maxx accepts in-store returns for online orders within its published window. Because stock is single-run, a replacement is often unavailable and a refund is the realistic remedy.
How to claim a refund from TK Maxx
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact TK Maxx via TK Maxx on 01923 473561 (Mon-Fri 09:00-17:00) or customerservice@tjxeurope.com. Online orders are handled centrally, not by the store you would return to. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If TK Maxx refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
TK Maxx delivery FAQs
Is TK Maxx legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (TK Maxx) is responsible for the goods until you take physical possession. TK Maxx cannot redirect you to the courier because your contract is with TK Maxx, not the courier.
How long does TK Maxx have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
TK Maxx cannot replace my lost item because it was a one-off. What can I ask for?
A full refund. Where a replacement is impossible, the refund is the remedy — TK Maxx cannot leave you with neither the goods nor your money.
Can I sort an online TK Maxx delivery problem in a store?
Stores handle returns but not delivery investigations. Missing-parcel claims go to the central customer service team on 01923 473561 or by email.
TK Maxx says the courier is investigating. How long should I wait?
A reasonable period, not an open-ended one. Set a deadline in writing — five working days is a fair ask — and say you will escalate to Section 75 or chargeback if there is no resolution.