CUSTOMER SERVICE

DELIVERY

Every order that is sent from our warehouse is carefully inspected. You can track and trace your order via My Account.

Delivery TimesAreas, TrackingDamagesCollect in Store.

Delivery times

We do our best to get your order to you as quickly as possible. Please look at the table below for information on delivery time, cost, partners and options that we have available:

STANDARD DELIVERY

Carrier Expected Time Cost
GLS / Parcelforce 2 - 3 working days (may take longer for remote regions) £3.90 Free for orders > £50
UPS access point 2 - 3 working days £3.95 Free for orders > £50
Collect in store 2-3 working days Free

EXPRESS DELIVERY

Carrier Expected Time Cost
UPS Express 1-2 working days £9.95

Please note that that in case of hard Brexit the delivery timeframe might change. Please also note that orders placed during the weekend or on (official) holidays, will be processed on the next working day. If we are unable to ship your goods within this timeframe we will inform you whenever possible.

We cannot change your order (product, size, colour, address) once it has been shipped.

Gift cards, fragrances and orders paid with Paypal express are excluded from express delivery.

Areas we are delivering to

We do our best to deliver to all areas within the countries that we ship to however there are some areas we cannot ship to. See below for a list of excluded areas:

Areas we are not delivering to
Jersey - Guernsey - Isle of Man - Falkland Islands - Gibraltar -Turks and Caicos Islands - South Georgia and the South - Sandwich Islands - Pitcairn Islands - British Indian Ocean Territory - British Antarctic Territory - Tristan da Cunha - Saint Helena - Ascension Island - Anguilla

Collect in store

You can now pick up your Tommy.com order in selected Tommy stores by choosing 'Collect in Store' at the checkout. Delivery is FREE and there is no minimum spend. Your order will be sent via our standard delivery and will arrive in store in 2-3 working days. You will receive a 'ready for collection' email from Tommy Hilfiger confirming when your order is in store and ready to collect. You'll have 30 days to collect your item from the date you receive this email. Please bring this email and a valid form of photo identification when you come to pick up it up. To check the list of stores offering this service click here.  

HERE'S HOW IT WORKS


1. BUY ONLINE

Shop online as usual; select "COLLECT IN STORE" when you checkout.


2. SELECT A STORE

You'll be directed to our STORE DIRECTORY  to choose a participating store.


3. GET YOUR NOTIFICATION

We'll email you when you can collect your order (usually 2-3 working days). You'll have 30 days to collect it. 


4. GO GET IT!

Head to your selected store with your order number and photo ID. Opening hours and participating stores can be found here.


Track your order

You can always track your order(s) anytime/24 hours per day via My Account. If you're collecting your order in store, you'll receive an email when it is ready to be picked up.

As soon as your order is dispatched from our warehouse we send you an email that will include a tracking number for your order with a link to track the package whenever you want to check on its progress.

You can also track your order simply by entering your tracking number here.

Please note that the tracking number only becomes active and shows the parcel progress when it has entered the destination country.

Should you need any assistance, please do not hesitate to contact us.

Track your return

If you are returning your items in store, once they have been checked, we’ll process your refund and you’ll receive a email confirmation the same day. You’ll be refunded by the same method you used to pay and your refund will be visible in your account within 18 to 10 working days. Should you need any assistance, please do not hesitate to contact us. You can track your return anytime/24 hours using the unique return tracking number shown on your return label or shown on the proof of postage.

Damages

Every order that we send from our warehouse is carefully inspected.

Should you receive a damaged parcel, we kindly ask you to contact our customer service team:

Before accepting your delivery, please inspect the carton and its content for any potential damage that may have occurred during the shipment.

It’s normal for the carton to show some wear, however, if the damage is significant, then we kindly ask you to do the following: 

- If the damage is minor, please accept the parcel but make a note of the damage on the delivery receipt, sign and date it.
- If the carton looks seriously damaged, you may refuse your order. Under this circumstance, please contact us immediately.

When you contact our Customer Service Team, please have your order number, item number and tracking number (all this information is included in your shipment confirmation e-mail) along with your e-mail address and phone number at hand.

We will do our best to refund your purchase amount as soon as we receive the returned item.

Your order will be cancelled so that you can place a new order.

If you notice damage after accepting your delivery, you can return your parcel using the enclosed supplier return stickers. For more information about returns click here.