We ship DHL Express Go Green worldwide, 1-2 days delivery. All taxes & duties included. Extended returns through January 10th.

We ship DHL Express Go Green worldwide, 1-2 days delivery. All taxes & duties included. Extended returns through January 10th.

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FAQ

General
How can I contact the Tom Wood Team?

Tom Wood are always available at [email protected] Emails are usually answered within 24 hours, except during weekends and holidays where the response time might be longer.

How do I get the latest information from Tom Wood?
Make sure to subscribe to our newsletter by signing up through our online store. You can also follow us on Instagram and Facebook for daily updates at @tomwood_project.

How do I unsubscribe to Tom Wood Newsletter?
All newsletters come with a “unsubscribe” link, please click this and follow the instructions.

Where can I find Tom Wood retailers?
Please check out our retailer page for the full list of our retailers worldwide.

Do you have special offers or Online Exclusives?
Please sign up to our newsletter through our online store to be the first to know about special offers and when we drop Online Exclusive items.

What is DHL Go Green?
We participate in DHLs Go Green environmental protection program to reduce the logistics-related emissions. Their goal is to reduce the CO2 emissions to zero by 2050. Read more about their initiatives here.

Online Orders

How will I know if you received my order?
After placing an order, you will receive a confirmation email to the registered email address. If you fail to receive an order confirmation 24h after placing an order, please check your junk folder or contact us at [email protected]

Can I change my order?
An order cannot be changed after it has been packed or shipped. If you change your mind about something, please contact us as soon as possible at [email protected], and we will try to help you out. Always refer to you order number when contacting us.

How do I cancel my order?
If you change your mind about an order, please contact us as soon as possible at [email protected] The order cannot be cancelled if it has been packed or shipped. If you have requested a cancellation after the order has been shipped, you must return it for an exchange or refund.

Can I add items to my order?
You cannot add items to an order once it has been placed.

I've added the incorrect shipping address. How do I change it?
Please contact us at [email protected] and provide us with the order number and correct address. As long as the order has not been packed or shipped, we can change the address for you.

Will you restock the items that are currently out of stock?
Unfortunately, if a product is marked “out of stock” it is currently sold out. We do restock most of our jewellery styles regularly, which will be available in the online store as soon as possible. You may contact us by email and let us know the name and size of the product you want, and we can check the estimated arrival of the specific product.

Is it possible to order a made-to-order archived jewellery or a special item?
Contact us by email and let us know what product you want, and we will check the possibility.

Shipping and Delivery
From where do you ship?
All jewellery orders are sent from Oslo, Norway and all other orders from our warehouse in Borås, Sweden. When placing an order on both clothes and jewellery we will ship the order separately.

What countries do you ship to?
See our list of locations in the main menu online. If your country of residence is not listed here, get in touch and we can check the possibility of shipping to your country.
When will my order be shipped?
Your order will be dispatched within 1-2 business days from the time you place your order. We do not send any shipments during the weekends. When your order is dispatched, you will receive a shipping confirmation by email.

Can I track my order?
Yes, when an order is packed and fulfilled you receive a confirmation email with all shipping details, including a DHL Express tracking number. You can also track the shipment in your account page after the order has been shipped.

How long does it take for my order to arrive?
All orders will be delivered within 1-2 days from the day you receive your shipping confirmation. Delivery to rural addresses may result in longer delivery times. We ship all orders with DHL Express worldwide, which requires a signature upon delivery.

How much does shipping cost?
Norway, Denmark and Sweden: 140 NOK/DKK/SEK
USA: 25 USD
UK: 20 GBP
EU countries: 20 EUR
Japan: 3000 YEN
Countries outside of EU: 25 USD

Can I collect my order at Tom Wood Store?
All orders are sent from our warehouses and cannot be collected at Tom Wood Store yet.

Are tax/VAT already added to the price?
Yes. All orders are shipped on a DDP (Delivery Duty Paid) basis, meaning that local taxes (VAT) and import duties are included in the price. Your order is not subject to any additional charges when receiving the parcel.

Is my package insured?
All items are insured against theft and accidental damage whilst in transit from Tom Wood warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

Payment
What payment methods are accepted?

We accept the following credit- and debit cards: Visa, Mastercard, American Express and JCB. Klarna Pay Later is currently available in Norway and Sweden.

Is it safe to use my credit card online?
All your personal information is handled under strict confidence. Tom Wood will never give any of your personal information to 3rd parties. All information is encrypted for safety.

When will I be charged?
We capture the total amount when the order has been placed. If all items purchased are in stock, we will proceed with the packing and fulfill the order as soon as the shipment is ready. You will receive a confirmation email with all shipment details after we have fulfilled the order. If any items should be out of stock, we will refund you as soon as possible.

Why was my credit/debit card declined at checkout?
For all questions regarding payment problems, please contact your local bank or card-issuing company.

Where do I add my discount code?
You can add the promo code in the order summary at checkout before completing the order. If the code isn’t working, please check it has been spelled corrected correctly and no extra spaces or characters have been added.

Is it possible to purchase a e-gift cards at tomwoodproject.com?
Yes it is. To purchase a gift card for the online store, you can get in touch with us at [email protected] and we will help you out. Gift cards purchased in Tom Wood store in Oslo can only be used in store, not online.

I have a e-gift card. How can I use it?
You can simply use the gift card by entering your gift card code at checkout.

Returns and Exchanges
How do I return or exchange an item?
If you change your mind about an item, you can return it within 14 days after you have received your order. Use our online return form to create a return label and ship the return with DHL, either via your account page or as a guest. You need your order number and email address to create a return. Please read the return instructions carefully before returning the order. If you wish to exchange to another size or style, please place a new order in the online store.

CREATE YOUR ONLINE RETURN HERE.

When I ship a return or exchange back to you, how long will it take?
Once you have sent the return, it usually takes about 5-7 business days before the item is delivered at our warehouse, depending on the customs. We will process the return as quick as possible after it has arrived. During busy periods (such as holidays and sales), it may take longer time to process the returns. If you have not received a return confirmation within 14 days from sending the return, please contact us at [email protected]

I have received a faulty item, what should I do?
If you receive anything damaged, please contact us at [email protected] as soon as possible. Place the item back in the sealed bag and Tom Wood jewellery box to avoid any added scratches or damages. Please always refer to your order number in your communication with us, along with photos of the damage and a description of the claim. If the product is considered defect, Tom Wood will make a full refund including shipping costs when the return of the claim is received.

Can I return my order at Tom Wood Store?
Tom Wood Store and the online store have separate warehouses, and online orders cannot be returned at Tom Wood Store. All orders purchased at our online store must be returned by mail. Please contact us on [email protected] if you have any questions regarding the return.

What is your holiday return policy?
We offer extended returns on full priced items during the holiday season. Gifts bought after November 1st is returnable through January 10th, 2020. If you wish to purchase a gift well in advance, please send an email to [email protected], and we will look into extending the return date.

I received an item as a gift. Can I return it?
If the gift was bought from us online, you can return it within 14 days upon delivery. We require the name of the person that bought the gift and the order number. The item has to be in its original condition with all the tags still attached. If the gift was bought from Tom Wood Store or one of our retailers, you must contact the store directly.

Is the return shipment free?
Tom Wood do not offer free returns. If you are unsure about sizing or the item you wish to purchase, you may contact us on [email protected]

Return costs
Norway, Denmark and Sweden: 140 NOK/DKK/SEK
USA: 25 USD
UK: 20 GBP
EU countries: 20 EUR
Japan: 3000 YEN
Countries outside of EU: 25 USD

Will I be refunded for the full amount and shipping costs of my order?
The refund is made using the same payment method used at purchase. If you choose to withdraw your purchase, Tom Wood will issue a refund of the amount including the shipping cost only if the shipment has not been sent. If the shipment already is sent and the customer has received a confirmation mail regarding this, Tom Wood will only issue a refund of the amount excluding shipping cost when the shipment is returned.

When do I get my refund?
The refund will be issued after receiving the returned item and after it has been inspected for any signs of wear and tear. Once we have processed the return, you will receive a return confirmation email. The refund is made using the same payment method used at purchase. Normally it takes between 3-7 business days before the refund is complete.

I have paid with Klarna Pay Later, what do I do if I want to return the order?
Once your return is processed, you will automatically receive an updated Pay Later balance from Klarna. This will include any instructions on how to make your payment if you have a remaining balance. If you need to put the payment on hold or have any other questions regarding a Klarna payment, please contact Klarna directly.

My Account
How do I unlock my account?

If you have forgotten your password you can request a new password here by entering your registered email.

Why are not my previous orders listed on my account page?
If the order was placed before 1. March 2019, your order will not appear on your account page. If you place an order with another email or write your email wrong, then the order won’t appear on the listing. If you need any further assistance with your account, our customer service team will help you out.

How do I delete my account?
We will only keep your data as long as you are an active customer. However, if you wish to delete your account you can contact us at [email protected] and we will help you out.

Tom Wood Jewellery
What size should I order?

Please check out our size guide. We recommend having your finger measured at a local goldsmith if you are unsure of which size you are.

The size I ordered is wrong, can I resize the ring?
If the ring has been worn and feels a bit too tight/ loose, we recommend taking it to a local goldsmith, where they can give you a second opinion and eventually help you resize the ring. Note that many goldsmiths refuse resizing rings with stone settings, as it might break. A resized ring with a broken top plate is not considered a claim.

How do I take care of Tom Wood Jewellery?
For general guidelines on how to take care of your Tom Wood Jewellery, see our jewellery care instructions.

My jewellery is damaged, what do I do?
If the jewellery is purchased at tomwoodproject.com or at Tom Wood Store, contact us on [email protected] with your order number and photos of the damage and we will handle the issue as soon as possible. Please note that wear and tear is not covered by the warranty.

My ring has tarnished, what do I do?
Any jewellery can tarnish as a result of exposure to air and chemicals. Try cleaning the ring with silver polish, which can be found at any goldsmiths or grocery stores. You can also deliver the ring to a goldsmith for polishing.

Do you do custom engravings?
We do not do customized engravings. We recommend visiting a local goldsmith to secure a proper result.

What is the delivery time for a made-to-order item?
Most gold and cocktail rings are custom made and 8-12 weeks delivery time needs to be estimated. Made-to-order jewellery is subject to no rights of return.

Where is Tom Wood Jewellery produced and where are the metals and stones sourced?
Tom Wood rings are produced in a factory just outside Bangkok, Thailand. The stones are sourced from all over the world and are traded on ethical terms.

Tom Wood Clothing
What size should I order?

Please see our size guide and descriptions on the different product pages.

How do I take care of Tom Wood clothing?
The care instructions on our garment labels will give you advice on how to take the best care for your garment. Make sure to treat special items like wool and leather pieces with extra care. We advice to not wash your denim more often than necessary to keep the color for as long as possible.

Tom Wood Store
Where do I find the Tom Wood Store?

You can find Tom Wood Store at Kirkegata 20 (entry Prinsensgate), 0153 Oslo, Norway.

What are the opening hours for Tom Wood Store?
Tom Wood store is open from Monday to Friday 11:00 – 18:00 and Saturday 11:00 to 17:00.

How can I contact Tom Wood Store?
You can reach Tom Wood Store by phone: +47 91 90 62 26 or send an email to [email protected]

Do Tom Wood Store and Tom Wood online store share stock?
Tom Wood Store and Tom Wood Online have separate locations and warehouse. Therefor the stock levels and inventory might vary.