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 unsubscribe my Tommy Hilfiger Newsletter?
Yes. You can update your email preferences by clicking unsubscribe link at the footer of our emails.
How do I reset my password?
If you have forgotten your password, you can reset it in the My Account section. You will receive an email with your new password.
Where can I purchase a Gift Card?
Unfortunately we do not offer online gift cards at this time.
ORDER
Do I need an account to place an order?
You can make a purchase without creating an account. However, if you register with us, you’ll enjoy the following benefits:
- Track your orders and review past purchase record
- Add pieces you love on to your Wish List
- Save your address and card details so you can shop even quicker in future
How can I be sure that I have placed my order?
You should receive an order confirmation email once you’ve placed your order which includes your order number, billing and shipping addresses.
Can I remove items from my order?
Before your order is dispatched, you may simply CONTACT US if you wish to cancel the selected item. If your order has been dispatched, please refer to our return policy for details of how to return it.
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 US to arrange return.
PAYMENTS
What form of payment can I use for purchase?
We currently accept following payment methods: Credit card (Visa, MasterCard, American Express) and Apple Pay.
Why was my order unsuccessful?
Your order may have been unsuccessful due to reasons relating to your credit card. Please first check with your card issuer, and simply CONTACT US for further assistance.
Will I be charged any taxes or duties?
The final purchase price is tax inclusive. There will be no extra taxes or duties cost after the order is placed.
Where can I apply promotion code?
You may input your promotion code in the Promotion code field under shopping bag page and click Apply. Please check the expiry date of your promotion code before using it. Each order can only accept one promotion code.
How can I get my order receipt?
Once you order is confirmed, order receipt will be available in My Account Order Details.
DELIVERY
Which area of location can my order deliver to?
Order can only deliver to a valid address in Hong Kong SAR.
How much do I pay for shipping?
Standard Shipping Fee is HKD 50. 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 and how long does it take for delivery?
You will receive a Ready to Ship email when your shipment(s) have been dispatched from our warehouse including a tracking number and tracking link. Your purchased items might be fulfilled by multiple shipments and arrive in separate packages. Standard delivery is 3-5 working days depends on your location. The courier will contact you directly for delivery. For more details, please visit our shipping information page.
Where can I track my order?
Once the shipment is dispatched, you will recieve an email notification with shipment airwaybill number in it. You can check your shipment status on courier website (Tracking information will be updated in 48 hours). You could also CONTACT US, and we are happy to assit you on the delivery status.
RETURNS
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. Returned item must be in new and resellable condition. Once without the tags, damaged, soiled, washed, worn or altered item will not be accepted and will be returned to customer. 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. For more details, please click here to visit our returns policy.
Do I have to pay for returns?
Under our Return and Refund Policy, free return will be offered one time on orders of HKD 1,000 or above. A processing fee of HKD 50 will be charged for each domestic return if the order is below HKD 1,000. The processing fee will be deducted from the amount to be refunded for any items returned with the respective return code.
Return Method
Making a return is easy. We accept returns via post. Please CONTACT US and we will guide you.
How do I know whether Tommy.com has received the item I returned?
Once we received your parcel and your return has been accepted, you will receive a refund confirmation email.
When will I receive my refund?
Refund will be returned to the original payment method used for the purchase within approximately 10-15 business days after we recieve your returned items. Please note that processing time for refunds is subject to the respective bank or individual card issuer's internal procedures.
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 product 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.