Frequently Asked Questions

 

GENERAL 

 

WHAT IS TOMMY FOR LIFE?

Tommy for life is a new Tommy Hilfiger program where we take back items from our customers as well as damaged pieces from our stores and online operations and clean and repair them, making them good as new and available to sell at https://tommyforlife.com/.

We also allow Tommy Hilfiger customers to trade-in their Tommy Hilfiger or Tommy Jeans pieces in exchange for a discount voucher. More information on Trade in Your Tommys at https://tommyforlife.com/pages/trade-in-program

WHY DOES TOMMY FOR LIFE EXIST?

These days, each item of clothing bought is worn less and less before it gets discarded. Clothing is massively underutilized, and we all know the planet’s resources are strained, which is why we created Tommy For Life. It’s a step towards a world where we waste nothing and welcome all.

HOW DOES THE WHOLE PROCESS WORK?

We partner with The Renewal Workshop - the leading provider of circular solutions for apparel and textile brands - on the renewal process of Tommy Hilfiger pieces, as well as their platform that allows us to resell online. Find out more about The Renewal Workshop at https://renewalworkshop.com/

Tommy For Life products go through six different steps on the process: receiving, sorting, professionally cleaning, repairing, quality controlling and finally packing and shipping. Find out more in about the renewal process at https://tommyforlife.com/pages/the-renewal-process

WHERE DOES THIS WHOLE PROCESS HAPPEN?

We partner with The Renewal Workshop that has a renewal facility in Amsterdam and all Tommy For Life products go through the renewal process there.

WHO DOES TOMMY HILFIGER COLLABORATE WITH?

We collaborate with The Renewal Workshop on Tommy for Life. Check out more on https://renewalworkshop.com/.

HOW CAN I CONTACT YOU?

You can get in touch with us via e-mail at support@tommyforlife.zendesk.com.

We will endeavor to respond as quickly as possible, we aim to respond within 8 hours during normal business hours (9 - 18 CET).

 

PRODUCT


WHAT IS THE DIFFERENCE BETWEEN REFRESHED AND REMIXED?

The main difference is that the Refreshed products are previously owned by customers or are items that may have suffered (some) minor damage during our commercial operations. We clean and when necessary repair them. For any products that cannot be repaired, we create new unique products out of it which are offered under the Remixed line.

WHERE DO THE PRODUCTS COME FROM?

We offer two lines; Refreshed and Remixed. The Refreshed line offers products that are previously owned by customers. or products coming from our sales channels (both physical and online stores) that might have minor damage, for instance makeup stains that happened in the fitting rooms, missing buttons, cuts, holes, etc. For items that unfortunately cannot be repaired, we use them as materials to create the Remixed line. This line offers unique designs in limited quantity. Think about a summer dress made of two polo shirts!

ARE YOU REPAIRING AND RESTORING ALL PRODUCTS PREVIOUSLY OWNED BY CUSTOMERS?

Since we accept all Tommy Hilfiger and Tommy Jeans products from customers, regardless of their condition, we receive some products that, even after repairing and restoring, wouldn’t meet our high quality standards. When that’s the case, the product will either be used as materials to create the Remixed line or we will recycle them in the best way possible.

ARE ALL TOMMY FOR LIFE PRODUCTS PREVIOUSLY OWNED BY SOMEONE ELSE?

Not all Tommy for Life products are previously owned by customers. The Refreshed line offers products coming from our sales channels (both physical and online stores) that might have minor damage, for instance makeup stains that happened in the fitting rooms, missing buttons, cuts, holes, etc.

DOES TOMMY FOR LIFE SELL LEFT-OVER STOCK?

None of the products we offer through Tommy for Life are coming from the left-over stock. Products are either traded-in by our customers or got damaged during our commercial operations.

WHY DO PRODUCTS GET DAMAGED AND NEED CLEANING AND REPAIR?

The products may have some minor damage that could come from customer wear or from activities at stores. Just as an example, a dress that has been tried on at our store may have makeup stains around its collar and an accidental snag that is caused by a sharp edge of a bracelet worn by the customer. We will repair this minor damage and clean the dress before it becomes available again for you.  

WHAT ARE THE DIFFERENT CONDITIONS LEVELS AND WHAT DO THEY MEAN?

Each item is restored to the best we can, and the outcome may differ per item. We currently offer two condition standards: Like New and Very Good.

The main difference is that the repairs done on the Like New items are invisible. Meanwhile on the Very Good items, the repairs are subtle and nearly invisible. You may be able to notice but will have to look carefully to find them.  

All items regardless the condition get a good professional clean.

ARE THE REPAIRS VISIBLE?

The repairs done on the Like New items are invisible. Meanwhile on the Very Good items, the repairs are subtle and nearly invisible. You may be able to notice but will have to look carefully to find them. 

WHAT DO THE TWO PRICES MEAN ON THE PRODUCT, AND WHAT IS THE DIFFERENCE?

The one at the top is the price of Tommy for Life products. So, when you buy from this site, this is the price you pay. The price underneath (next to the word NEW) is the original price of the product when it was sold for the first time in the past.

HOW IS TOMMY FOR LIFE DIFFERENT FROM YOUR OUTLET STORES?

Our outlet stores offer products from the collections that are out-of-season, while Tommy for Life offers products that were once damaged and brought back to life through repair and cleaning.

HOW DO I KNOW IF I’M BUYING A TOMMY FOR LIFE PRODUCT?

You will see a Tommy for Life label stitched on the inside of the product. It could for instance be on the neckline of a t-shirt, on the sideline (next to the care label) of a jacket, or on the waistline of a skirt.

HOW DO YOU CLEAN THE PRODUCTS?

We will first check if products that we received have any stains. If any, at the Renewal Workshop facility in Amsterdam (our partner), we carefully remove the stain making sure it doesn’t affect the original quality of the fabric.

Once the stains are removed, all Tommy for Life products are washed in commercial grade washing machines, and the detergents we use are EU Ecolabel certified.

We make sure items are as clean-as-new, meaning no smells and no traces of their former lives remain.

WHERE DO YOU CLEAN AND REPAIR THE ITEMS TRADED-IN?

The items traded-in will be cleaned and if needed repaired at our partner, The Renewal Workshop. Their European facility is based in Amsterdam, the Netherlands.

HOW DO YOU GUARANTEE QUALITY?

Every piece needing repairs stops by The Renewal Workshop’s professional tailors, who repair all items following the original quality standards of Tommy Hilfiger. When they're done, all pieces go through strict quality control and assurance processes.

Each item is restored to its best, but this differs per item, so we have two condition standards: Like New and Very Good.

DO I GET THE EXACT PRODUCT ON THE PICTURE?

Sometimes, but it could be not.

Within one style we may have one or several items, and they could be in different colors, sizes and condition standards. We take a set of pictures for each style and each colorway of the style.  This means the product you see on the pictures may not be the one you will receive.

HOW AM I SURE THAT I’M BUYING GENUINE TOMMY HILFIGER PRODUCTS?

Each product has a unique code that was assigned when they were initially manufactured. We cross-check this code with our internal record. When the code doesn’t match or couldn’t be found on the product, they will not be available on Tommy for Life site. At the same time, we also train to enable our quality team in identifying genuine versus counterfeit Tommy products (fakes).

WHY CAN’T I FIND THE SIZE AND COLOR FOR THE PRODUCT THAT I WANT?

What we offer through Tommy for Life depends on what we received either from our Trade in Your Tommys program or damaged items from our stores and online operation.  

This means sometimes we have your size and favorite color, but sometimes not. So, stay tuned! They may become available tomorrow.

CAN I PURCHASE THE TOMMY FOR LIFE COLLECTIONS IN STORE?

No, the Tommy for Life collection, including Refreshed and Remixed (the latter only from March 2021 onwards) are only available on tommyforlife.com.

WHY DON’T YOU HAVE FOOTWEAR, BAGS AND KIDS COLLECTION?

They may be available in future, but not for now. This whole thing is new for us. We want to do it right and take things step-by-step. For now, we renew clothing for menswear and womenswear. As we get more familiar with the process and improve our capability, we may add more products such as for kids, bags, accessories, etc.

 

ORDERS

 

WHICH PAYMENT METHODS CAN I PAY WITH?

You can pay for the products by credit card (MasterCard, Visa, American Express) and iDeal.

WHAT KIND OF SHIPPING DO YOU OFFER?

We offer standard delivery via PostNL.

DO I PAY FOR SHIPPING?

Currently we are offering free shipping for all orders above 75€. For all other orders, we charge 3.95€ for standard shipping.

HOW LONG DOES IT TAKE BEFORE I RECEIVE MY ITEMS?

You can expect to receive your delivery in 2 to 5 working days after shipment (may take longer for remote regions). We do our best to get your order to you as quickly as possible. Please note that orders placed during the weekend or on (official) holidays, will be processed on the next working day. If we are unable to ship your goods within this timeframe we will inform you whenever possible.

WILL I RECEIVE A TRACKING CODE WITH MY ORDER?

Yes, as soon as we ship your items, we will e-mail you the shipment confirmation with the tracking code.

CAN I CANCEL MY ORDCEL MY ORDER?

If you have placed an order in error we ask you to contact our customer service team via e-mail at support@tommyforlife.zendesk.com.

Please note! It’s important that you contact us as soon as possible. We always strive for quick deliveries, but this does mean that we may not have much time to cancel your order.

If the order was shipped out already, we will refund you order including the cost of shipping. However, the return shipment is at your own cost.

We cannot make any changes (address, size, color) once your order has been placed.

CAN I RETURN MY ITEMS?

Yes, you can. If for any reason you are unsatisfied with your Tommy For Life purchase, you can return your item(s) within 30 days of receiving the package. Please note return shipments are at your own cost.

HOW CAN I RETURN MY ITEMS?

Tommy For Life returns can only be made via post, if you wish to return an item please get in touch with us via e-mail at support@tommyforlife.zendesk.com and we will help you with your request.

We will endeavor to respond as quickly as possible, we aim to respond within 8 hours during normal business hours (9 - 18 CET).

HOW WILL I GET MY REFUND?

You’ll be refunded by the same method you used to pay and your refund will be visible in your account within 8 to 10 working days, after we receive and inspect the return.

CAN I TRACK MY RETURN?

You can track your return anytime/24 hours using the unique return tracking number shown on your return label or shown on the proof of postage.

MY PARCEL IS DAMAGED. WHAT SHOULD I DO?

Every order that we send from our partner's warehouse is carefully inspected.

Should you receive a damaged parcel, we kindly ask you to contact our customer service team at support@tommyforlife.zendesk.com:

Before accepting your delivery, please inspect the carton and its content for any potential damage that may have occurred during the shipment.

It’s normal for the carton to show some wear, however, if the damage is significant, then we kindly ask you to do the following:

  • If the damage is minor, please accept the parcel but make a note and contact us.
  • If the carton looks seriously damaged, you may refuse your order. Under this circumstance, please contact us immediately.

WHAT IF I’M NOT HAPPY WITH THE REPAIR?

If you are not happy with the repair, please get in touch with us via e-mail at support@tommyforlife.zendesk.com and we will help you return it and get a refund.

WHAT IF MY PARCEL GETS LOST?

If your parcel gets lost, please get in touch with us via e-mail at support@tommyforlife.zendesk.com.

WHO CAN I CONTACT FOR MORE SUPPORT?

You can get in touch with us via e-mail at support@tommyforlife.zendesk.com.

We will endeavor to respond as quickly as possible, we aim to respond within 8 hours during normal business hours (9 - 18 CET).

 

TRADE-IN

 

WHICH ITEMS CAN I TRADE IN?

We only accept Tommy Hilfiger items including our brands Hilfiger Collection, Tommy Hilfiger and Tommy Jeans. We accept menswear, womenswear and kids. We accept the following product groups:

  • Coats and jackets
  • Suits and blazers
  • Sweatshirts and Hoodies
  • Jumpers and cardigans
  • T-shirts, polo shirts, rugby shirts, and tops
  • Shirts and blouses
  • Dresses, jumpsuits & skirts
  • Trousers, jeans, shorts
  • Bags

WHICH ITEMS CAN I NOT TRADE IN?

We do not accept the following Tommy Hilfiger items:

  • Footwear
  • Underwear
  • Swimwear
  • Loungewear and nightwear
  • Socks and hosiery
  • Sportswear
  • Accessories

We do not accept items that are counterfeit or that are made by any brand other than Tommy Hilfiger either.

WHAT DO I RECEIVE IN RETURN FOR MY ITEMS?

You’ll be rewarded with a discount voucher which you can put towards your next Tommy Hilfiger piece. When trading in via direct mail, discount vouchers will be offered digitally via an email address, and are only valid for purchases on tommy.com. When dropping-off items in one of our Tommy Hilfiger stores, discount vouchers will be offered in store, and are only valid for purchases in one of our Tommy Hilfiger stores. The value of your discount voucher is depending on the number and type of products that you trade in with us:

5 EUR:      T-shirts, polo shirts, rugby shirts and tops. All kids items
10 EUR:    Trousers, jeans, shorts, skirts, shirts and blouses
15 EUR:    Sweatshirts, hoodies, dresses, jumpsuits, jumpers, cardigans, and bags
20 EUR:    Coats, jackets and blazers

For example, when you trade-in two T-shirts and one coat you will receive a discount voucher worth 30 EUR, which you can spend on a new Tommy Hilfiger item.

IS THE DISCOUNT VOUCHER TO PURCHASE A NEW ITEM NOT COUNTER TO A ZERO WASTE IDEA?

It is not about discouraging people to buy new things. People will always want new fashion, crave newness. It’s about making sure that what they buy, will stay part of a sustainable loop. The Tommy items that are bought, can always be traded back in and we will make sure that they will be used again at their highest value. In that way we create a circular system.

WHAT HAPPENS TO THE ITEMS THAT I TRADE IN?

We will professionally clean and if needed repair your old Tommy Hilfiger pieces to make them good as new. If in line with our quality standards, your items will become available online again for others to choose from at tommyforlife.com.

WHAT HAPPENS TO THE ITEMS THAT YOU CANNOT RESELL?

If we can’t resell your items, we remix it, using the materials to help create a new line of unique designs. And if we find that we can’t remix, we will recycle them. When pieces are made from a single material, we can even turn them into new fibers and fabrics. Nothing goes to landfill.

WHAT CONDITION DO MY ITEMS HAVE TO BE IN?

We accept your Tommy Hilfiger items in any condition – from pieces that you’ve loved deeply to those that you’ve hardly touched. Because we believe that Tommy Hilfiger fashion always has value and the potential for a new life, even if it’s well worn.

DO I NEED TO WASH MY TOMMY HILFIGER ITEMS BEFORE TRADE-IN?

Yes, your Tommy Hilfiger items need to be washed. Because every new beginning deserves a fresh start.

WILL YOU SEND BACK THE ITEMS THAT ARE NOT ACCEPTED VIA DIRECT MAIL?

No, we will not send back items directly mailed to us. Items traded-in will not be returned under any circumstance. Products sent other than those listed, that are counterfeit or that are made by any brand other than Tommy Hilfiger will not count towards any voucher value and won’t be returned to you.

WHAT HAPPENS TO THE ITEMS THAT ARE NOT ACCEPTED?

We will make sure that these items get recycled in the best way possible.

 

HOW MANY ITEMS CAN I TRADE-IN PER INSTANCE OR PERSON?

You can already trade in your Tommy Hilfiger items starting from one single product. you can trade-in a maximum of 10 items per instance, but you can trade-in your items as often as you wish.

CAN I TRADE-IN FROM OUTSIDE THE NETHERLANDS? 

Unfortunately, not. We offer Trade In Your Tommys only in the Netherlands at the moment. But we are working hard to expand Tommy for Life to other countries soon from March 2021.

 

TERMS AND CONDITIONS OF DISCOUNT VOUCHER

 

WHAT IS THE MAXIMUM VALUE OF MY DISCOUNT VOUCHER?

The maximum possible value of the discount voucher is 50 EUR. If the trade-in value exceeds 50 EUR, another discount voucher will be issued for the remaining amount. For example, if your total trade-in value is 70 EUR, you will receive one discount voucher for 50 EUR and one discount voucher for 20 EUR.

WHERE CAN I REDEEM MY GIFT VOUCHER?

That depends on how you decide to trade-in your Tommy Hilfiger items. When trading in via direct mail, discount vouchers will be offered digitally via an email address, and are only valid for purchases on tommy.com, for single use only. When dropping-off items in one of our Tommy Hilfiger stores, discount vouchers will be offered in store, and are only valid for purchases in one of our Tommy Hilfiger stores, for single use only. Your gift voucher cannot be redeemed in our Outlet stores.

WHY CAN I NOT SPEND MY GIFT VOUCHER ON TOMMYFORLIFE.COM?

We’re currently working hard to make it possible for you to spend your gift voucher on Tommy for Life. Due to technical limitations, the gift vouchers received instore can only be spend in one of our Full Price Tommy Hilfiger stores, and the gift voucher received via direct mail can only be spend on tommy.com for now.

CAN I USE MULTIPLE GIFT VOUCHERS PER PURCHASE?

No, only one discount voucher is redeemable purchase. The total purchase or order amount at minimum must exceed the value of the discount voucher. For example, when you received a discount voucher of 50 EUR, the total order amount must at minimum exceed 50 EUR.

CAN I USE MY GIFT VOUCHERS ON ITEMS IN SALE?

Yes, you can use your gift voucher on marked down items or items on sale. You cannot use your gift voucher in combination with another gift voucher.

 

SUSTAINABILITY


DOES TOMMY HILFIGER HAVE A SUSTAINABILITY STRATEGY?

At Tommy Hilfiger, we’re on a mission to create fashion that Wastes Nothing and Welcomes All. As part of this vision we launched Make it Possible, our social and environmental sustainability program focused on circularity and inclusivity. For more on our 24 targets towards 2030, visit sustainability.tommy.com. 

WHAT ELSE DOES TOMMY HILFIGER UNDERTAKE ON CIRCULARITY?

As part of our mission to create fashion that Wastes Nothing and Welcomes All, we are working to make products that are full circular and that can be part of a sustainable loop. We believe that nothing should be wasted. Our industry needs to do better – and we want to be part of the solution. So, we’re working on innovations that mean our materials will be from recycled or regenerative sources, our products will be designed for circularity, and we will offer ways to give product that is no longer used a new life and recycle the materials they were made from. We will also give customers an opportunity to wear out clothing through other means than buying them new. For more on 2030 circularity targets, visit sustainability.tommy.com. 

ARE TOMMY FOR LIFE PRODUCTS MORE SUSTAINABLE?

Some of the Tommy Hilfiger items sold on Tommy for Life, contain more sustainable materials such as organic – or recycled cotton. When a product contains more sustainable materials, this is mentioned in the composition information on the product page.

Buying Tommy Hilfiger items that are renewed, can be considered a more sustainable purchase because you are not buying a product that is brand new. The products sold on Tommy for Life got either damaged and would have been recycled, or were previously owned by a customer who was not wearing them anymore. By renewing and selling these items again, we can extend the use of an item. And if we extend the use of an item with just 9 months, it’s possible to save 8% on carbon, 10% on water and 4% on waste per ton of clothing.

YOU’RE ONLY OFFERING TOMMY FOR LIFE IN THE NETHERLANDS AT THE MOMENT, SO WHAT IS THE REAL IMPACT?

All great ideas start small. This is a fundamentally different business compared to our regular way of operating. We are investing in getting the foundations right, before scaling up – but that scale is definitely the plan. This is not an activation, it’s a new business. So we’re working hard to make sure we can soon expand to multiple markets in Europe.

WHY SHOULD I TRADE-IN MY TOMMY HILFIGER ITEMS?

Less than 1% of the materials used to produce clothing are recycled into new clothes while at the same time, 73% is burned on ends up in landfill. Meanwhile, our desire for newness is growing and each item of clothing is worn less and less before it’s discarded. While if we extend the se of an item with 9 months, it’s possible to save 8% on carbon, 10% on water, and 4% on waste per ton of clothing.

By trading-in the Tommy Hilfiger pieces you don’t wear anymore we will make sure they get a second life. And if we can’t clean or repair them, we will make sure they get recycled in the best way possible. So that nothing ends up in landfill.