Frequently Asked Questions

 

Answers

01. DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

You can shop at TOM FORD without creating an account.

However, register with us and you'll be able to enjoy the following benefits:

02. HOW DO I REGISTER OR SIGN IN?

Please click LOGIN/REGISTER from the homepage.
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03. WHAT IF I CAN'T REMEMBER MY PASSWORD?

Please click login from the homepage and click "FORGOT PASSWORD?". Back to top

04. WHAT FORMS OF PAYMENT ARE ACCEPTED ONLINE?

American Express, MasterCard, Visa, and Paypal.
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05. WHAT PERSONAL INFORMATION IS COLLECTED?

In order to use certain features of the site, we may collect or you may be asked to provide your email address, name, mailing address, telephone number, billing information, gender, birth-date, message and gift recipients’ names, addresses, telephone numbers and email addresses. More information, including how this information may be used, please see our Privacy Policy at www.tomford.com/privacy.
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06. HOW IS MY PERSONAL INFORMATION SAFEGUARDED?

When you place an order or access your account information, we use a Secure Socket Layer (SSL) encryption that encrypts your information before it is sent to us to protect it from unauthorized use. In addition, we will take reasonable steps to ensure that third party business partners’ to whom we transfer any data will provide sufficient protection of that personal information.
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07. HOW DO I FIND MY CORRECT SIZE?

There are size guides available on Men's and Women's product pages.
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08. HOW CAN I CHECK THE STATUS OF MY ORDER?

If you have registered, you can follow the progress of your delivery by signing into your account and selecting My Account followed by Order Status.
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09. WHEN I PUT SOMETHING IN MY SHOPPING CART, DOES IT MEAN THE ITEMS ARE AVAILABLE?

Item availability is checked when you complete the purchase and your order is processed. Placing an item in your shopping cart does not ensure its availability when you are ready to make your purchase, and all orders are subject to product availability.
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10. DO I HAVE TO SIGN FOR MY PACKAGE UPON ARRIVAL?

Yes. You, or an authorized person, must sign for your order upon arrival. This ensures your purchases are safely delivered to you. If you are unavailable when your package arrives, FedEx will leave a re-delivery slip.
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11. HOW DO I CANCEL MY ORDER?

If you wish to cancel your order, please call us at +44 (0) 080080 8 3673 as soon as possible. We will make every effort to accommodate your request but in some cases we will be unable to cancel orders, such as orders that have already shipped.
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12. IS GIFT WRAPPING AVAILABLE?

Yes, items may be gift wrapped in our signature TOM FORD grey gift box tied with TOM FORD logo-printed ribbon and embellished with a personalized gift label. Gift-wrapping is complimentary.
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13. DO YOU OFFER A REPAIRS SERVICE?

We are happy to handle repairs for items purchased from a TOM FORD boutique or at TOMFORD.com. Please return the item to the nearest TOM FORD boutique or contact Customer Service by email at assistance.uk@tomfordinternational.com or call +44 (0) 080080 8 3673 .
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14. HOW DO I AUTHENTICATE A TOM FORD PRODUCT?

All items purchased from a TOM FORD boutique or at TOMFORD.co.uk are guaranteed authentic. Merchandise purchased from other websites or unauthorized dealers cannot be verified. Please contact Customer Service for specific information.
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15. HOW DO I REQUEST FRAGRANCE SAMPLES?

You may request a fragrance sample in our stores only. Samples may not be requested online.
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16. WHAT IS YOUR EYEWEAR WARRANTY?

TOM FORD EYEWEAR is offered with a 2-year manufacturer’s warranty from invoice date against any manufacturer’s defects, defined as the breaking of solder or weld points, discoloration of finishes not associated with normal wear, loosening of embedded hinges, etc., and any ancillary part or detail of a frame that is defective. Abused eyewear will not be warranted under any conditions. Please contact Customer Service for more information.
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17. WHAT ARE YOUR RETURN AND EXCHANGE POLICIES?

RETURNS

You may return any full priced product ordered on the TOMFORD.co.uk website for refund or exchange within fourteen (14) calendar days from the delivery date. Returned products must be in their original condition, unused, unwashed, unaltered, and in the same condition in which it was received with all tags attached, and in the original packaging and plastic wrap (including, if possible, the original delivery box). The bottom portion of the original invoice must be provided with any return.

Sale merchandise is final sale. We do not offer price adjustments on previously purchased items.

Please contact our customer service team via email or phone (+44 (0) 080080 8 3673) to request a return – your parcels will be returned by DPD using a collection or drop off service which will be explained by the customer service representative.

For more information on returns please see termsandconditions.

EXCHANGES

AT THIS TIME, TOMFORD.CO.UK PURCHASES CANNOT BE EXCHANGED. ANY ORDER  MUST BE RETURNED THROUGH THE RETURNS PROCESS AND THE NEW ITEM(S) REPURCHASED THROUGH THE WEBSITE.

Certain restrictions apply to any return or exchange, including for altered or personalized products, sale and other non-returnable products. Please see termsandconditions.

CONTACT US

Customer Service is available Monday through Friday 8:30 a.m. - 5:00 p.m.

Email us at assistance.uk @tomfordinternational.com or call +44 (0) 080080 8 3673 
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18. WHAT ARE YOUR SHIPPING METHODS AND COSTS?

We offer Complimentary Ground Shipping via DPD on all UK orders.

It will be delivered within 1 to 3 business days.

Your order must reach us by 11:00AM.  It will normally be delivered the following business day.
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19. IS SALES TAX APPLIED TO MY ORDER?

All TOM FORD products are VAT inclusive. 
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21. HOW DO I UNSUBSCRIBE FROM EMAILS?

Click on the Manage Your Email Preferences link at the bottom of any email communication sent by us. Choose Unsubscribe at the bottom of the page that opens.
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22. HOW DO I CHANGE MY EMAIL ADDRESS FOR MY LOGIN?

Sign in to your Online Account using your current email address and password. Once you have successfully signed into your account, you may change the email address by clicking on "Edit Your Account Information".
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23. EMPLOYMENT OPPORTUNITIES

For employment opportunities at TOM FORD, please contact hr@tomfordinternational.com
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