The Click and Collect Experience at Tommy Hilfiger

Rabia Koçhan — Operations Manager · 2024-08-23

Known as Click and Collect, this delivery option combines the convenience of online shopping with the instant satisfaction of picking up in-store. Used at Tommy Hilfiger stores, it lets customers save time by picking up their order in-store instead of waiting for home delivery.

Digital Convenience Meets the In-Store Experience

While the main goal is saving time, the model also gives customers a reason to visit the store — a chance to see products live and try on different styles in person.

How the Process Works

The journey starts when the customer places an order on the website and can be followed through order tracking. SMS verification during pickup ensures the order is handed over securely, either to the customer or their chosen recipient. At the selected pickup store, only the strictly necessary order information is accessible to store staff, protecting customer data throughout.

Part of an Omnichannel Strategy

Click and Collect works hand in hand with Tommy Hilfiger's omnichannel commerce strategy, letting alternative channels work together to deliver a cohesive shopping experience. It also reduces deliveries to scattered addresses, contributing to lower transport-related carbon emissions.

Click and Collect isn't just a delivery option — it's a strategic tool for sustaining online store growth: attracting new customers, increasing sales, and strengthening customer loyalty.