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 Hilfiger 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?
Based on the shipment method you selected during check out process, you can check the shipment status in 7-Eleven e-tracking, Taiwan Pelican Express website or SF Express Website (Tracking information will be updated in 24 hours). You could also contact our Customer Service Team at 0809 088 283 or email us at customerservicetw@tommy.com, we will be pleased to assist you on your shipment status.
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 7 calendar days from the day after the arrival of the goods with the proof of purchase. 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 our Customer Service Team at 0809 089 183 or email us at customerservicetw@tommy.com to arrange return.
PAYMENTS
Which payment methods can I use to make my purchase?
We currently accept following payment methods: credit card (VISA、MasterCard、JCB), mobile payment (LINE Pay、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 Taiwan, Kinmen main island and Penghu main island.
How long will it take for my order to arrive?
Courier delivery is usually within 4-7 working days. Convenience stores pick up service normally takes 2-5 working days after the parcel is dispatched. Actual arrival date depends on order shipping address. For more details, please visit our shipping information page.
How much do I pay for shipping?
- Standard Shipping costs TWD150
- Convenience Store Pick Up cost TWD100
- Free shipping for single order over $2,999
What is the delivery process and shipement tracking?
Once your shipment is dispatched, you may recieve an email notification with shipment tracking number and 7-Eleven e-tracking link, Taiwan Pelican Express website or SF Express Website (Tracking information will be updated in 24 hours). Courier is based on your delivery selection. If you have selected delivery, courier may contact you directly for delivery. For Convenience Stores Pick Up Service, you may receive SMS notification when the parcel arrives at the selected 7-Eleven. Please bring a valid ID card for collection and visit the selected branch within the designated time. You could also contact our Customer Service Team at 0809 088 283 or email to us customerservicetw@tommy.com, we will be pleased to assist you on your shipment status.
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 0809 089 183 or email to us <customerservicetw@tommy.com>; and they will guide you. Returned item must be in new and resalable condition. Once without the tags, damaged, soiled, washed, worn or altered item will not be accepted and will be returned to customer. For more details on our returns policy, please click here. Please keep the proof of delivery for record. We will email when your return has been processed and you will receive your refund within 10-15 business days.
Do I have to pay for returns?
Under our Return and Refund Policy, there is no processing fee for each domestic return.
How long do I have to request a return?
All returns must be made within 7 calendar days of the delivered 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?
*Customers can contact customer service for return requests.
Email address: customerservicetw@tommy.com
Customer Service Hotline: 0809 088 283 Service
Timeslot: Monday to Friday 9:00 am to 6:00 pm, excluding public holidays/national holidays.
Making a return is free and easy in selected Tommy Hilfiger stores. Please bring your return product(s) and order receipt to the designated Tommy Hilfiger stores listed below.
Returned item must be in new and resalable condition. Once without the tags, damaged, soiled, washed, worn or altered item will not be accepted and will be returned to customer. For more details on our returns policy, please click here.
Taipei 101 Tommy Hilfiger
B1-54, No. 45, Shifu Rd., Xinyi Dist., Taipei City 110, Taiwan (R.O.C.)
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 7 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.
Electronic Invoice Description
How will I obtain an uniform invoice? What should I do with the uniform invoice on a return order?
According to the Ministry of Finance Decree Tai-Finance-Collection No. 1050003637 “Directions for the Implementation of Electronic Uniform Invoices Operations,” duplicate uniform invoices issued for consumer purchases on the Tommy Hilfiger Taiwan official website will be managed in the trusteeship manner. Paper invoices will not be mailed directly, instead you will receive an invoice notification email as proof. In addition, the Company has been approved by the National Taxation Bureau for “online sale discounts;” that is, when a personal invoice is used for a return, the paperless version of the “certificate of sales return, purchase return or allowance” is handed over for manual signature and the Company uploads the allowance or void certificate to the electronic invoice platform to expedite the return of goods and refund application.
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.