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Customer service

Help/FAQ

Order/Shipping

  1. Is there an order limit?

    Yes, the general order limit is 700 € maximum.
    All articles are accepted only in quantities customary in the household.

  2. Can the products selected by me always be delivered?

    Normally, the TOM TAILOR online shop only displays items that are actually available. Although our product database is updated at very short intervals, it is possible in exceptional cases that an item is already out of stock at the time you place your order.
    In the case that several people order an article at the same time, which is only available once, it can be determined unfortunately only after processing your order whether the desired article can be delivered. If an order cannot be executed due to a sell-off, we will inform you as soon as possible.
    In addition, the probability of a sell-off for reduced items increases the longer the period between product placement and "send order". As soon as we process your order in the warehouse, you will receive a definitive and reliable information about your order by e-mail.

  3. Are sold out items available again at a later date?

    Unfortunately, it is not possible for us to provide information on the possibility of subsequent delivery of individual products.
    Please refer to the displayed stock overview on the product view pages - as soon as a size/colour combination is in stock, it will be shown here immediately. Therefore it can be worthwhile to search for your desired article in our online shop.

  4. 5. How do I find the quickest reduced articles?

    Click on the "SALE" button in the top navigation bar to get a complete overview of all reduced items in the TOM TAILOR online shop.
    Our newsletter also informs you about all current reductions. You can subscribe to the newsletter free of charge and without obligation by simply entering your e-mail address in the field on the start page and clicking on Send.

  5. Why can there be different price reductions within a country between the TOM TAILOR online shop and the stationary TOM TAILOR stores?

    As a rule, our products have the same recommended retail prices in the online shop and in the TOM TAILOR stores. There may be differences in price reductions because the online shop and our stores are served from different warehouses. In order to achieve a good placement there, some articles are occasionally reduced in price in different ways. The price quoted in the shop/store is always valid.

  6. Price changes after orders have been placed

    The price stated at the time of the order shall apply to an order. Therefore, subsequent price changes in our TOM TAILOR online shop (either permanent or temporary reductions, e. g. in case of sale or discount campaigns) have no influence on orders already placed. Please understand that we cannot grant you a price reduction in such cases.

  7. Use of vouchers

    There are different voucher variants, which you can use as a means of payment in the online shop for your orders. These can be standard gift vouchers, which you can purchase and redeem at any time in the online shop. However, it can also be promotional vouchers that we distribute as part of marketing campaigns such as sweepstakes, etc. We also offer promotional vouchers. Please note that not all voucher variants or promotion codes can always be redeemed on all articles within the online shop. Which voucher can be redeemed for what, please refer to the respective action. The vouchers are managed in the customer account (see Customer Account).

  8. How can I change my order afterwards?

    Unfortunately, it is not possible to change your order later. In this case please contact our customer service, we will find an alternative solution for you.

  9. What is the fastest way to find out what's new in the TOM TAILOR online shop?

    You can get a complete overview of all new articles by clicking on the "New" button at the top of the navigation bar.
    With our e-mail newsletter we keep you informed about the latest offers and special highlights free of charge and without obligation. By simply entering your e-mail address and clicking on Submit, you can subscribe to the newsletter free of charge and without obligation.

  10. How do I find TOM TAILOR products near me?

    With the StoreFinder you can find your nearest TOM TAILOR store. Select the desired collection and enter your postcode in the corresponding field and click on the button "Search".

  11. How do I find my desired article?

    In the upper menu bar you will find our different collection lines LADIES, MEN, CHILDREN, CHILDREN, Female Denim, Denim Male, Shoes & Accessories, TOM TAILOR HOME.
    If you click on one of the categories mentioned above, all product groups belonging to it appear arranged one below the other. By clicking on the product group again you will get a complete overview of all available articles. Here you can now select an article and get an enlarged view with all relevant information. Please understand that we cannot offer the complete TOM TAILOR assortment in our online shop. If you don't find an article, colour or size in our shop, you have the possibility to find a TOM TAILOR store in your area via the StoreFinder. You may find your desired article there.

  12. Where do we deliver to?

    Delivery and shipping is only possible to Czech Republic, Denmark (with the exception of Faroe Islands and Greenland), Italy (with the exception of the municipalities of Livigno and Campione d’Italia and Lake Lugano), Latvia, Lithuania, Luxembourg, Poland, Portugal (with the exception of the Azores), Romania, Slovenia, Slovakia, Spain (with the exception of Ceuta, Melilla and the Canary Islands) and Sweden. Please always enter your home address as your order address. If you would like to have the goods sent to a different delivery address, you can enter it under "Delivery address" of the corresponding category when ordering. P. O. Box addresses are not permitted.

  13. How long is the delivery time?

    We usually deliver within 2 – 4 days following confirmation of an order. In certain cases delivery can take up to 7 days.

Return consignment

Do you want to return your parcel?

Send your package to the following address at your own expense:

TOM TAILOR E-Commerce GmbH
c/o arvato distribution GmbH
Schleefstraße 266
44287 Dortmund

GERMANY

Free parcels cannot be accepted.

Please note that the delivered goods may only be used for testing purposes - comparable to fitting in a retail store. In the event of a deterioration of the goods due to further use, we reserve the right to demand compensation.

If you have already paid for the returned goods, we will credit the amount immediately to the account on which we received your payment. If you have not yet paid your invoice, you can of course reduce the invoice amount by the returned items. If you pay by cash on delivery, the refund can take a few days longer, because the transfer of the amount collected from you by the postman must be waited for beforehand.

The goods to be exchanged must be reordered.

It is unfortunately not possible to exchange the goods purchased in the TOM TAILOR online shop in the stationary retail trade. Items purchased in the retail trade cannot be exchanged or claimed in the online shop.

Payment

What payment options do we offer? ?

Payment can be made by credit card or Paypal. In individual cases, TOM TAILOR reserves the right to exclude certain payment methods. Unfortunately, we cannot accept the sending of cash or cheques, in case of loss we exclude liability. As part of the credit check, data may be exchanged with the following service providers:

Infoscore Consumer Data GmbH
Rheinstr. 99
76532 Baden-Baden

All personal data will be treated strictly confidential.

Payments by credit card:

The TOM TAILOR online shop currently accepts Euro/Mastercard and Visa. If you pay by credit card, confirm the payment to reserve the displayed amount for 14 days on your credit card. We would like to provide our customers with the following information for credit card payments: If a credit card is misused by an unauthorized person, you can file an objection with your credit card company. In case of misuse, you will usually receive a refund.

Payments via PayPal:

PayPal is the online payment service that allows you to pay securely, easily and quickly in online shops - free of charge.
Secure: Your bank or credit card details are only stored with PayPal. This is why they are not retransmitted over the Internet with every online purchase.

Simple: You pay with two clicks. Because you access your bank or credit card details stored with PayPal instead of entering them every time you make a purchase.

Fast: PayPal payments arrive quickly. Then the seller can send the goods immediately and you usually receive them earlier.

Sign up and use PayPal immediately:

  • Open a PayPal account at www.paypal.de/anmeldung
  • Link your bank account or credit card to your PayPal account.
  • And then you can pay with PayPal.

Contact

If you have any questions concerning our online shop, please do not hesitate to contact our Customer Service:

By e-mail
E-Mail: e-shop@tom-tailor.com

By phone & fax

Phone:
0800-9933099 (See your provider rates for international calls)
mondays - saturdays 08:00 to 20:00 o' clock

Fax:
0800-9933400 (free of charge)

By mail
TOM TAILOR E-Commerce GmbH
PO Box 1700
31817 Springe

The legal information of the TOM TAILOR online outlet can be found in the imprint.
If you have any general questions (jobs, press etc.) about TOM TAILOR, please contact us at the following address: www.tom-tailor.com

personal-area

  1. How can I register?
  2. You always have the possibility to create a customer account in the TOM TAILOR Online-Shop. You can do this within the ordering process or via the menu item "My TOM TAILOR", which is available to you on every page of the online shop.

  3. How can I log in?
  4. There are two possibilities:
    You register via the menu item "My TOM TAILOR", which is available to you on every page of the online shop. You register within the ordering process after you have placed your items in the shopping cart and clicked on the button "Continue to checkout".

  5. How can I log out?

    Go to the menu point "My TOM TAILOR", which can be found on every page of the online shop. On the left side of the navigation bar you will find the option "log out". Alternatively you can also use the following link:  "https://www.tom-tailor.de/logout".

  6. I forgot my password. What do you want me to do?
  7. If you forgot your password, you can have a new password generated and sent to you under "My TOM TAILOR". Under "Forgot your password?", simply enter the e-mail address you used to register with us.

technical-settings

  1. Optimum screen resolution
  2. In order to view the TOM TAILOR online shop correctly, you should have your screen set to a resolution of at least 800 x 600 pixels, optimal is a resolution of 1,024 x 768 pixels.

  3. Supported browsers
  4. In order to ensure correct presentation and functionality of the TOM TAILOR online shop, we recommend that you use the browser versions Internet Explorer 6.0, Firefox 1.07, Opera 8.5 or Netscape 7.0 (or higher versions). For an optimal print view you should set your browser to enable Java and JavaScript. The "Accept cookies" function must be selected to enable you to place products in the shopping cart.

  5. What are cookies? And what are they needed for?
  6. In order to place an order in the TOM TAILOR online shop, your browser's security settings must allow the writing of so-called cookies on your PC. Cookies are small sets of data that are stored on your hard drive by our website and enable us to recognise you.

    We use cookies to conduct frequency, site usage and marketing analysis.

    For all evaluations, we use cookie information exclusively without connection to personal address data, i. e. completely anonymous.

    The use of cookies is a common practice on the Internet and improves the user's comfort by allowing web pages to be better tailored to their needs. The cookies written by us on your computer remain there indefinitely and can be deleted by you at any time.
    By changing the security settings in your browser you can disable or prevent the storage of cookies at any time. Please note, however, that then shopping in the TOM TAILOR online shop is no longer possible.

Data Protection/Data Security

  1. What do we do for your data security?
  2. The security of your data is extremely important to us. As a customer in the TOM TAILOR Online-Shop you can make your purchase free of any fears. In general, you can visit our website without leaving any personal data. But in the following cases we need your data:

    • upon ordering
    • with a newsletter subscription

    The information you provide about yourself or your interests will only be used by us to provide you with the best possible service and an offer tailored to your needs. We protect your personal data in every conceivable way:

    UNDER NO CIRCUMSTANCES WILL WE PASS ON YOUR DATA TO THIRD PARTIES FOR MARKETING PURPOSES!

    The data necessary for the business transaction will be stored and forwarded to us or our service partners within the framework of order processing. All personal data will be treated strictly confidential. For the purpose of credit checks and creditworthiness monitoring, data may be exchanged with corresponding companies.

    If you have given your consent to the use of your data for advertising purposes by registering for our free newsletter, you can terminate the further use of your data for this purpose at any time by simply notifying our Customer Service (E-Mail: e-shop@tom-tailor.de). After receipt of your objection or revocation, we will not use and process the data concerned any more and will stop sending further advertising material immediately.

  3. How is my personal data protected when ordering in the online shop?
  4. All personal data is encrypted before it leaves your PC and is transmitted over the Internet. For this purpose, TOM TAILOR uses the recognized secure Secure Socket Layer" (SSL) transmission with RSA and AES 256 GCM encryption. The encrypted information about your order, name, address or credit card cannot be read by outsiders.

  5. Why do I have to give my telephone number and date of birth when ordering?
  6. We use your telephone number to answer any questions you may have about your order as quickly and easily as possible. We need your date of birth in order to distinguish you clearly from other customers - possibly with the same name.