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. We have three websites, each dedicated to our EU customers, CH customers & UK customers.

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 by filling out a returns form & by paid returns within 60 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), Klarna, 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 7-10 business days depending on your specific country. Please bear in mind we do not hold the stock in the UK & therefore the items will be shipped from our warehouse in Germany (Duty paid). 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?

Simply place the item(s) in the shipping package, fill out the returns form inside the parcel & ensure the returns address is on the front of the parcel with the returns label included in the parcel. If you do not have a returns label, please email info@barneyandbaxter.com. We will let you know when your parcel arrives back with us. Please note you are liable for the cost of the return.

You will receive an email from us when we have processed your return. The refund will be showing within the next 10-14 days of processing.

Do I have to pay for return shipping?

Returns to tommy-equestrian.com are not free of charge. Returns have to be paid and a return form has to be filled out.

How much time do I have for a return?

All returns must be made within 60 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.