FAQ (frequently asked questions)

GENERAL INFORMATION | ORDER | PAYMENT | SHIPPING | ITEMS NOT IN STOCK | RETURN SHIPMENT | COUNTERFEIT PRODUCTS

General information

In which countries can you shop online?
Currently you can shop in Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Shop in Lithuania, Luxembourg, the Netherlands, Poland, Portugal, Russia, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom.

Can I unsubscribe from the Tommy Hilfiger Equestrian Newsletter?
Yes. You can update your email preferences by clicking the unsubscribe link. You can find it in the footer of every newsletter we've sent you.

How can I find my forgotten password?
If you have forgotten your password, you can reset it under My Account.

Where can I get a Gift Card?

Unfortunately, we currently do not offer Gift Cards online.

Order

How can I make sure I placed my order correctly?

After you have placed your order, you will receive a confirmation email with your order number and the billing and shipping address you selected.

Can I track my order?

Yes, the updated status of your order can be tracked in real time. To do this, go to Track Order (located in the header of the website) and enter your order number and zip code. A tracking number should also be included in the shipping confirmation email we send you.

Can I remove items from my order?

No, unfortunately items cannot be removed once the order has been confirmed. All products that you ultimately do not want can be returned free of charge within 30 days of purchase.

What should I do if I receive an incorrect item?
If you receive an incorrect item or an item that you did not order, return the product.

Payment

What payment methods can I use when placing my order?
We accept the following payment methods: credit card (Mastercard, Visa, American Express), debit card and country-specific payment methods.

Why was my payment declined?
Your payment could have been declined for one of the following reasons:

If none of the above three reasons apply, please contact your bank.

How do I get the invoice for my order?

When your package has been dispatched, you will receive a dispatch confirmation email, which will also include a link to download your invoice.

Shipping

Where can I receive my order?

Your order can be sent to an address of your choice specified by you (home, work, etc.).

Can the destination country of the delivery differ from the country of the order?

No. The country of destination of the delivery must match the country of the order.

How long do I have to wait for my order to arrive?
Delivery times depend on the delivery method chosen. Standard delivery is usually within 2-5 business days depending on your specific country. For more details, please see our Shipping page.

How much do I pay for shipping?
You can see our shipping costs here.

Can I track my order?

Yes, the updated status of your order can be tracked in real time. To do this, go to Track Order (located in the header of the website) and enter your order number and zip code. A tracking number should also be included in the shipping confirmation email we send you.

What is the standard shipping procedure?

If you've chosen standard shipping, we'll send you a confirmation email once your products are on their way to you (when your order leaves the warehouse). In this email you will find a tracking number and a link to the shipping company's website. The courier will contact you directly to inform you of your delivery.

Items not in stock

Are items that are no longer in stock restocked?

If an item is no longer in stock, we will try to get it back in stock as soon as possible. If the article is no longer available, it will be removed from the website.

Return shipment

How do I initiate a return?

With us, returns are free and easy. Simply place the item(s) in the shipping package and stick the return label on it. Be sure to cover other delivery labels.

To be on the safe side, please ask for a receipt. You will receive an email from us when we have processed your return. You will receive your refund within the next 10-14 days.

Do I have to pay for return shipping?

Returns to tommy-equestrian.com are always free of charge. Simply use the return shipping label included in the box.

How much time do I have for a return?

All returns must be made within 30 days of receiving the order confirmation email. tommy-equestrian.com reserves the right to refuse returns if they have been sent after the deadline or the items are not in the condition in which they were received by the recipient.

How do I know if tommy-equestrian.com has received my returned items?

Once your package arrives at the warehouse and is approved, you will receive a refund confirmation email.

When will I receive a refund for my return?

This depends on your bank, but you will normally receive a refund within 10-14 days after your package arrives at the warehouse. We use the same payment method that you used for your purchase.

Counterfeit products

What can I do if I think I ordered or bought a counterfeit item?

If you believe you have purchased a counterfeit Tommy Hilfiger branded item, visit our counterfeit products information page. You can support us in the fight against the illegal trade in counterfeit products and prevent others from becoming victims of counterfeit products. Please report sellers you believe are selling counterfeit products.