FAQ

GENERAL INFORMATION

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?

You can check the status of your order on the SF Express website <https://htm.sf-express.com/hk/en/dynamic_function/waybill/ >. You could also contact our Customer Service Team at (+852) 2178 0518 or email us at <Customerservicehk@tommy.com>, and we will be happy to check upon the status of your delivery.


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 within 14 calendar days of the shipping date on the proof of purchase with processing fee. For more details please refer to the Return Policy.

 

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 contact Customer Assistance to arrange return.  

PAYMENTS

Which payment methods can I use to make my purchase?

We currently accept following payment methods: Credit card (Visa, MasterCard, American Express, UnionPay) and Apple Pay.

 

Why has my payment been refused?

Your payment may be refused for any of the following reasons:

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.

 

How can I get my order receipt?

Once you order has been confirmed, you can view the order receipt at Order Details under My Account. 

DELIVERY

Where can I receive my order?

Your order can be sent to an address selected by you (home, work, etc.).

 

Which area of location can my order deliver to?

Order can only deliver to a valid address in Hong Kong SAR.

 

How long will it take for my order to arrive?

Standard delivery is usually within 2-5 working days depends on your location. For more details, see our shipping page.

 

How much do I pay for shipping?

Standard Shipping Fee is HKD 80. Free Shipping is offered for purchase over HKD 1,000 in a single order, excluding tax and duties (if applicable).

 

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?

You can check the status of your order on the SF Express website <https://htm.sf-express.com/hk/en/dynamic_function/waybill/ >. You could also contact our Customer Service Team at (+852) 2178 0518 or email to us <Customerservicehk@tommy.com>, and we will be happy to check upon the status 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. If you would like to be notified of a particular item once, it is restocked, please select the ‘Notify Me’ icon in the product page and provide your email address. Once the item is in stock, you will be notified.

 

What is "Notify me"?

We offer our clients the opportunity to create an email notification for items that are currently not available. In order to receive a message when the product becomes available, click the button “Notify Me” on the product page.

Once you receive the notification email you will need to complete the standard online procedure in order to purchase your desired product while it is still available.

RETURNS

RETURNS VIA POST

How do I make a return?

Making a return is easy. Please contact Customer Assistance at (+852) 2178 0518 or email to us <customerservicehk@tommy.com>; and they will guide you.

For peace of mind, ask for proof of postage. We’ll email when your return has been processed and you’ll receive your refund within 10-15 business days.

 

Do I have to pay for returns?

Under our Return and Refund Policy, a processing fee of HKD 50 will be charged for each domestic return. A processing fee will be deducted from the amount to be refunded for any items returned with the respective return codes.

 

How long do I have to request a return?

All returns must be made within 14 calendar days of the shipping date on the proof of purchase. 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 we received your parcel 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 10-15 business days after we receive your parcel, 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 return product(s) and order receipt to Harbour City Tommy Hilfiger store (Address: Shop 2416 & 2513, Level 2, Gateway Arcade, Harbour City, Tsim Sha Tsui, Kowloon, Hong Kong SAR). 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 15 to 21 business days by the same method you used to pay if the conditions of return are met.

 

How long do I have to return my product(s)?

All returns must be made within 14 calendar days of the shipping date on the proof of purchase. 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.

 

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 10-15 business days after we receive your parcel, 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.