Frequently Asked Questions

When will I receive my order?

Orders placed will be dispatched within 1-3 working days. Our warehouse ships between Monday to Friday (excluding national and NSW public holidays).
Estimated shipping times for StarTrack and Australia Post are between 1-2 working days from date of dispatch.

Can I change or cancel my order?

If you have placed an order with an error please contact customer service on: 1300 348-885 as soon as possible.
Alternatively, you can email us at TommyHilfigerOrders@pvhba.com. We will do our best to assist you in any way we can.
Please note! It’s important that you contact us as soon as possible. We always strive for quick deliveries, which means we may not have much time to cancel your order. We cannot make any changes (address, size, colour) once your order has been placed.

How do I track my order?

To find out the status of your order, please refer to the tracking number and link available on the shipment notification email received once your order has despatched from our warehouse.

Do I need to sign for my parcel?

To ensure your order reaches you, a signature is required upon delivery. If no one is present to accept your delivery the driver will leave your parcel in a secure location at the delivery address. The delivery driver will use their discretion to determine if this is a secure location, which excludes apartment blocks. In any case the delivery driver deems the location unsafe, the parcel will be dropped at your local post office for collection.

Do you offer free shipping?

We offer free standard shipping on all orders over $100 or more within Australia. For orders below $100, a shipping rate of $10 applies. Occasionally, we participate in major, limited time only events, and the nature of the event means that we are unable to include free shipping.

Where do you ship?

Within Australia and New Zealand. For other international shipping queries, please visit www.global.tommy.com

How much will I be charged for shipping?

For Australian customers we charge $10 if your order is below $100. For New Zealand customers we charge $14.95 AUD for all orders.

What's your return policy?

We offer 30 day refunds on products, including returns on products if you simply change your mind. This is available on all full priced, promotional products and incorrect sized purchases. Please note at the present, online orders cannot be returned or exchanged in Tommy Hilfiger retail stores. In order to qualify for the refund, items purchased must be returned in its original condition (unworn, unwashed, tags attached). Refunds will only be processed using the original payment method. A completed online return form must be completed against all claims made for Australian customers. New Zealand customers will need to email the customer service team.

We will happily offer a refund for change of mind if:
• The goods are returned within 30 days
• The goods are returned unworn in a clean, saleable condition and in its original packaging with original tags attached
• An online return form is completed on our website for the product being returned (Australia only)

Unfortunately, we cannot provide a refund under the law if the items are damaged, have been worn, or are not faulty. Due to hygiene reasons, earrings, hair pieces, hosiery, underwear and swim products are not returnable for a change of mind or refund. We do not credit original shipping fees for a change of mind return. Our change of mind returns policy is an addition to any rights you may have under consumer laws.

Can I exchange an item?

At this time, we are unable to exchange products on au.tommy.com. However you may wish to return your item(s) for a refund and place a new order for your new item(s). Please refer to our returns policy.

How can I return my item/s?

Australia Returns
If you completed your order as a registered customer, simply log into your account to create your return. View your latest orders and select the product/s you wish to return. Completed your order as a Guest? Simply complete the guest return form .

Upon completing the form, a return request will be emailed to you. Please print this email and include it with the item/s you are returning. The email will contain an Australia Post link to download a pre-paid shipping label. A AUD$5 shipping fee will be deducted from your refund.


New Zealand Returns
To process your return from New Zealand please call Customer Care at 1300 348 885. Our team will provide you with all the additional information you need to complete your return.

What is a Final Sale item?

Items marked “Final Sale, No Returns” are not eligible for returns, refunds or credits at any time, unless faulty.

How long does it take to receive a refund?

Refunds processed with credit cards take 3-5 business days to be processed. Refunds processed with PayPal and AfterPay are immediate.

What if I received a faulty item?

If you receive a damaged or defective item, please contact our Customer Service Team and provide the order number and item number from your original confirmation email so we can assist you. Returned items will be credited to the original form of payment.

When will I be charged?

You will be charged at the time the order is placed.

What forms of payment do you accept?


•Visa
•MasterCard
•Maestro
•American Express
•PayPal
•AfterPay

How much will I be charged for tax?

For Australian customers, 10% tax is included in all orders. For New Zealand customers, your order total is not inclusive of tax. Your order may be subjected to local customs, duties and taxes. You may be contacted by your local postal service for the charge upon delivery. Please note you are wholly responsible and liable for these charges.

What is AfterPay?

AfterPay is a payment method that allows you to receive your order straight away and pay for it in 4 equal instalments with no interest or delays. For more information on AfterPay, please visit their website.

My promotion code isn’t working, why?

To redeem a special offer, please enter your promo code while in your shopping bag or during checkout. After entering the promo code, adjustments will be made to the eligible products and will be displayed in your order summary. If you are having trouble, make sure to double check that the terms of the promotional code you’re using are eligible with the items you have in your cart.

Can I use more than one promotion code on an order?

At this time, you can only enter one promotion code per order on au.tommy.com order. If you are a VIP member, your 10% discount will still apply automatically if you are logged in.

What is the difference between the different Tommy Hilfiger collection lines?

TOMMY HILFIGER
Tommy Hilfiger is our signature sportswear line where you'll find all the classic American staples that put us on the map - our polos, chinos, oxfords, blazers and outerwear that exemplify classic American cool.

HILFIGER COLLECTION
This is our premiere line where classics are boldly re-imagined while remaining wearable and rooted in our preppy heritage. Each piece is made in Italy, with luxurious premium quality textiles, and produced in very limited quantities globally. Many of these styles premiere on the runway during Fashion Week.

TOMMY JEANS
Formerly known as Hilfiger Denim, Tommy Jeans targets our younger, edgier demographic. The line plays off the re-issue of our authentic original designs released in the 80s and 90s that are now considered 'vintage'.

TOMMY HILFIGER TAILORED
Our Tailored line re-imagines traditional suiting with innovative fabrics, exacting cuts and stylish details. These pieces have bolder prints, athleisure hybrids and mashups where modern sophistication meets the functional needs of today's man.

TOMMY NOW
We're breaking the old-school rules of fashion and making it all accessible by giving instant access to our runway collections. These are our greatest hits, remixed and restyled for the digital age and shoppable the moment the lights go up.

What is the difference between Tommy fits?

Please use the appropriate size guides to select your correct size.

Womens

Mens

Kids

How do I find the right size?

Please refer to our size charts that are located below. Using the charts along with a fabric tape measure will ensure you are ordering the right size.

Womens

Mens

Kids

How do I subscribe to your email list?

To be first to hear about sales, special collections and exclusive events, please join our email list by clicking "Sign Up For Newsletter" underneath the website footer.

How do I become a VIP customer?

To become a VIP customer, simply sign up to our newsletter by clicking "Sign Up For Newsletter" underneath the website footer. By doing so, you are entitled to 10% off full price and sale merchandise on all orders. Excluding the purchase of gift cards.

How do I unsubscribe from your email list?

If you would no longer like to receive emails from au.tommy.com, simply click "Unsubscribe" at the bottom of the email.

How do I create an account?

Please click on "SIGN IN" located at the top right corner of the page to create an account or follow the prompts when placing an order.

How do I change my account password?

In order to change your account password, you will need to either log in to your account or click "Forgot Password" to reset it. You will receive an email with a link to reset your password.

Can I place an order without creating an account?

Yes, you can check out as a guest.