We have gathered some useful information commonly asked by our customers. If you cannot find what you are looking for, please contact us.

Before purchase

How do I place an order?

Click on the item you wish to purchase, select size and quantity then add it to your shopping cart by clicking “ADD TO CART”. Open your shopping cart, you can find your shopping cart on the top right corner of the page. Proceed to the “CHECK OUT” page, where you will fill in your personal information, choose the shipping method and pay for the order. Make sure you complete all the steps in the payment procedure so the transaction is properly processed.

How do I choose the right size?

Click on the Size Guide on the product you are in interested in to see sizing details. The Size Guide link is located under the product name on each product page.

Which countries do you ship to?

We ship worldwide. Please contact us if you are unsure about whether or not we can ship to your specific country.

What payment methods do you offer?

You accept payments by credit/debit card and PayPal.

Where can I provide the promotional code?

When you click “CHECK OUT” in your shopping cart, you will see information about your order in the right column. Enter your code in the “Discount” field and click “Apply”. If you are shopping on a mobile platform you have a discount field at the top when you have reached the payment section.

Do I need to pay any additional fees and taxes?

If your country is part of the European Union there are no additional fees or taxes. Non-EU countries could have their own laws and regulations. Please contact the customs in your country for information about additional fees and taxes.

After purchase

Why haven’t I received a order confirmation?

When you have placed an order and finished the payment process, you should receive a confirmation e-mail within a couple of minutes. It is important to make sure that the e-mail you entered is correct. Do not place a new order before going through these two steps below: Step 1: Please check among the spam emails. If you cannot find the e-mail there you can move on to step two. Step 2: Contact Tom Hope’s customer support. Send an email with your name to help@thetomhope.com so that the support team can check if the order has been registered in the system.

How do I change or cancel my order, can I do it after I have received the shipping e-mail?

Please contact help@thetomhope.com and we will try to help before the order has been shipped.

When will my order be shipped and how long does it take until I receive it?

We always strive to ship out all orders as soon as possible. Orders are usually shipped within 24 hours or on the next business/working day. The delivery time depends on which shipping method you choose. We currently offer two shipping methods: Standard Shipping without tracking (4-6 days for European countries, 7-14 days for non-European countries) and Express Shipping with tracking (1-2 days for European countries, 2-4 days for non-European countries).

I have not received my order, what should I do?

If the number of working days stated in your order confirmation have passed, please contact help@thetomhope.com. If the number of workings days detailed in your order have not passed, we kindly ask for your patience.

What is the Return & Exchange policy?

We offer 100 days Returns & Exchanges. Please send an email to help@thetomhope.com and we will assist you with the matter.

Other questions

Is there any official store where I live?

Please view our Store Locator to see if there is a store near you.