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General information, Order, Payments, Delivery, Out of stock items and Returns.
GENERAL INFORMATION
In which countries is it possible to shop online in the GCC?
We offer online shopping and deliveries across the GCC
Are the online store prices the same as those in my usual Tommy Hilfiger store?
Yes. However please note that if there is any difference between the prices shown on the website and those marked on the clothing label, the correct price will be the one as shown on the purchase receipt.
Can I cancel my Tommy Newsletter subscription?
Yes. You can update your email preferences by clicking on the unsubscribe link in the footer in any of our emails.
How do I recover my forgotten password?
If you have forgotten your password, you can recover it in the My Account section. You will receive an email with your new password.
Where can I get a Gift Card?
Unfortunately we do not offer online gift cards at this time.
ORDER
How can I be sure that I have placed my order correctly?
You should receive a confirmation email once you’ve placed your order which will include your order number and the billing and shipping addresses you have selected.
Can I track my order?
Yes, the updated status of your order can be tracked in real time. To do this, go to Track my order (you can find it on the header of the website) and enter your order number . You should also receive a tracking number with your shipping confirmation email.
Can I remove items from my order?
No, items cannot be deleted from your order after the purchase has been confirmed. Any unwanted items can be returned free of charge within 14 days from purchase, provided they are returned in original condition.
What should I do if I receive an incorrect item?
If you have received a faulty item or an item that you did not order, please proceed to return the item online.
Can I collect my order in a Tommy Hilfiger store?
Currently we do not offer click and collect. However, we will be launching this service shortly
Can I track my order?
Yes, the updated status of your order can be tracked in real time. To do this, go to Track my order (you can find it on the header of the website) and enter your order number. You should also receive a tracking number with your shipping confirmation email. If you're collecting in store, you'll receive an email when your order is ready to be picked up.
PAYMENTS
Which payment methods can I use to make my purchase?
We currently accept following payment methods: Cash on Delivery, Debit and Credit card
Why has my payment been refused?
1. The card may have expired. Check that your card is still valid.
2. You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
3. You may have entered some information incorrectly. Check that you have filled in all the required fields correctly. If it is not one of the three reasons mentioned above, please contact your bank provider.
How do I use my promotion code?
If you have a promotion code, please enter it in the shopping bag page in the Promotion code field and click on Apply. Please check the expiry date of your promotion code before using it. You cannot use more than one promotion code for the same purchase. Promo codes may not apply to discounted items.
How can I get my order invoice?
Once you parcel has been shipped, you will receive a shipping confirmation email including a link to download your order invoice.
DELIVERY
Where can I receive my order?
Your order can be sent to an address selected by you (home, work, etc).
Can the delivery country be different from the country you are in?
Currently we offer deliveries to only UAE, we will soon be launching our deliveries to other countries in the GCC.
How long will it take for my order to arrive?
Delivery times depend on the type of delivery selected. Standard delivery is usually within 2-5 working days depends on your country. For more details, see our shipping page.
How much do I pay for shipping?
Please check our shipping costs here.
What is the standard delivery process?
If you have chosen standard delivery, you will receive an email confirming that your items have been shipped (when your order leaves the warehouse) including the tracking number and a link to the courier's web page The courier will contact you directly to inform you of your delivery.
Can I track my order?
Yes, the updated status of your order can be tracked in real time. To do this, go to Track my order (you can find it on the header of the website) and enter your order number. You should also receive a tracking number with your shipping confirmation email. If you're collecting in store, you'll receive an email when your order is ready to be picked up.
What is the standard delivery process?
If you have chosen standard delivery, you will receive an email confirming that your items have been shipped (when your order leaves the warehouse) including the tracking number and a link to the courier's web page. The courier will contact you directly to inform you of your delivery.
OUT OF STOCK ITEMS
Are out-of-stock items restocked?
If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will be removed from the website.
RETURNS
How do I make a return?
Making a return is free and easy. Just place your item(s) into the shipping box and stick on your prepaid return label, covering any existing delivery labels.
Depending on the original delivery method, call our customers service for a pick up or you can drop off the package to the store.
Do I have to pay for returns?
Returns at Tommy.com are always free of charge. Simply use the return label provided with the box.
How long do I have to request a return?
All returns must be made within 14 days from the order confirmation email. Tommy.com reserves the right to reject returns sent beyond the return period limit, or items which are not in the same condition in which they were received.
How do I know whether Tommy.com has received the item I returned?
Once your parcel arrives at the warehouse and your return has been approved, you will receive a refund confirmation email.
When will I receive the refund for my return?
You will receive the refund in the same payment method used for the purchase within approximately 10-14 days after your parcel has arrived to at our warehouse, depending on your bank.
RETURNS VIA STORE
How do I make a return?
Making a return is free and easy in selected Tommy stores. Please bring your order confirmation email. Our store staff will check the product(s) and process your return the same day. You’ll receive a refund email notification and will be refunded within 8 to 10 working days by the same method you used to pay.
How long do I have to return my product(s)?
All returns must be made within 14 days from the order confirmation email. We reserve the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.
When will I receive the refund for my return?
You will receive the refund in the same payment method used for the purchase within approximately 8-10 working days after you return your product(s) to our store, depending on your bank.
COUNTERFEIT PRODUCTS
What can I do if I believe I have ordered or purchased a counterfeit item?
If you think you have bought a counterfeit Tommy Hilfiger product, please visit our counterfeit education page for more information. You can help us fight the illegal trade in counterfeit products, and prevent others from being victims of this crime. Please report the retailers that you suspect are selling counterfeits.
