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TOMMY HILFIGER

FAQ

General information, Order, Payments, Delivery, Out of stock items and Returns.


GENERAL INFORMATION

In which countries I can shop online in the GCC?

We offer online shopping and deliveries across the GCC

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.

How do I buy 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 will receive a confirmation email once you've placed your order which will include your order number, the billing and the shipping addresses you have selected.

Can I track my order?

Yes, you can easily track your order either by AWB or by your order ID to monitor the progress of your order and stay informed about its current status and estimated delivery date

Can I remove items from my order?

No, items cannot be removed 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 happens if I receive a wrong/faulty item?

If you have received a wrong/faulty item or an item that you did not order, please proceed to return the item online or contact our customer care at +971 80086669 from 9.00 am to 9.00 pm daily.

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 change my shipping address after placing the order?

Yes, you can change your shipping address before your order is shipped by calling our customer service at +971 80086669 from 9.00 am to 9.00 pm daily.

PAYMENTS

Which payment methods can I use to make my purchase?

We currently accept the following payment methods: Cash on Delivery, Debit and Credit card, and installment payments via Tabby.

What does it mean when a payment is 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 none of the above, please get in touch with us by calling +971 80086669 or sending an email to our customer care.

How do I use my promotion code?

If you have a promotion code, please enter it on the shopping bag page in the promotion code field and click on Apply. Please check the expiry date of your promo code before using it. You cannot use more than one discount code for the same purchase. Promo codes may not apply to discounted items unless explicitly specified.

How can I get my order invoice?

Once your order has been shipped, you will receive a shipping confirmation email, including a link to download your order invoice, and you can also get it from My Account section.

DELIVERY

Where can I receive my order?

Your order can be sent to any address you provide when placing your order.

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, check out our shipping page.

How much do I pay for shipping?

We offer free Shipping except for Cash on Delivery, which differs according to your location.

What is the standard delivery process?

If you have chosen standard delivery, you will receive an email confirming that your items have been shipped and the courier will contact you directly to inform you of your delivery.

OUT OF STOCK ITEMS

Do out-of-stock items get 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. However, if you've placed an order for an item that got out of stock, the order is automatically cancelled.

RETURNS

How do I return a product online?

Making a return is free and easy. Simply follow the steps below:

1. Go to "My Account" then "My Orders".

2. Go to " View Order" and choose the item you want to return.

3. Write down the reason for the return and how you would like to get refunded (Store Credit/Debit Card Refund).

Please note that our return option is only visible for 14 days after you receive your order through the "My Account" section on your profile.

How do I make a return at the Tommy stores for an item I purchased online?

Making a return is free and easy in selected Tommy Hilfiger 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.

Are there any shipping fees on returns?

Returns at Tommy.com are always \free of charge. Use the return label provided with the box.

Is there a time limit on returns?

All items purchased in the Tommy Hilfiger online store may be returned to us free of charge within 14 days after receipt.​​​​​​​

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 or you can check the Returns section in My Account.

How long does it take to get a refund for a returned item?

You will receive the refund via the original payment method used for the transaction within 10-14 days after your product arrives at our warehouse.

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.

CANCELLATIONS

What happens if the item I ordered goes out of stock?

1- If the item you add goes out of stock while you are adding it to your cart, you will be informed immediately.

2- If the product is out of stock after it has been added to your shopping bag but before checkout is completed, you will be notified to remove the item to proceed with checkout.

3- If merchandise goes out of stock after your order is fulfilled and a confirmation email is sent, we will do our best to fulfill the order by sourcing the selected items.

4- In circumstances that we cannot source it for you, or if it takes longer than 4 days to ship, we will inform you about the delay and cancel the item, and we shall reverse any charges made to your credit/debit card for the items ordered.

Is Tommy Hilfiger part of the Apparel Group?

Yes, Tommy Hilfiger in the Middle East and Gulf is part of the Apparel Group. Apparel Group is a global fashion and lifestyle retail conglomerate residing at the crossroads of the modern economy – Dubai, United Arab Emirates. Today, Apparel Group caters to millions of eager shoppers through its 2100+ retail stores and 85+ brands on all platforms while employing over 20,000+ multicultural staff. Learn more about Apparel Group.

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