FAQ

General

Tom Wood Support Team will respond to you in English or Norwegian within 24 hours, from Monday to Friday, 9 AM to 17 PM CET. The response time might be longer during weekends and holidays.
You can contact us at [email protected] To speed up the process please write in English and provide us with your order number if you have one.

 

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.

All newsletters come with a “unsubscribe” link, please click this and follow the instructions.

Please check out our retailer page for the full list of our retailers worldwide.

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.

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.

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

Tom Wood Store and Tom Wood Online have separate locations and warehouse. Therefore the stock levels and inventory might vary.

Tom Wood store is open from Monday to Friday 11:00 – 18:00 and Saturday 11:00 to 17:00.

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

While contributing to preventing contamination, the health of our employees, customers and community is our highest priority. We will be making decisions on a daily basis as the situation develops. We are closely monitoring advices from local authorities as well as the World Health Organization.

Is it safe to order from Tom Wood?
Necessary precautions is taken at our warehouses, and extensive hygiene and disinfection procedures have been introduced. Staff levels are reduced to ensure the social distancing requirements.

Can I expect my order to still be delivered?
As part of the Supply reliability professional group, DHL Express is considered to be an operator that is critical to society and operates as normal, while observing strict hygiene procedures. DHL’s vehicles collect and deliver, and their aircraft still operate.
Due to the circumstances regarding Covid-19, there might be some delays within domestic freights due to closed airports and cancelled flights. The shipments affected by these delays will be forwarded but there will be some additional business days in transit.

How is my parcel delivered?  
DHL Express will drive to your door with the package. There are different on-demand delivery options so that contact with the scanner to sign on collection or delivery can be avoided. The driver who delivers the package observes strict hygiene rules.

How can I contact Tom Wood?
Our customer service is open as normal in the weekdays, but our staff work mainly from home, as recommended by the authorities. You can reach us on [email protected] and we will get back to you as soon as possible. We are also available on Facebook if you prefer to contact us there.

Which measures has Tom Wood taken?
Our employees who can work from home are doing so. There are no business travels, and all internal administrative communication is digital. We are in constant contact with our factories regarding hygiene, disinfection and social distancing between employees. Our factories are following the local government rules and restrictions while taking the appropriate measures to ensure the safety of the employees.

Online Orders

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]

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.

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.

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.

You cannot add items to an order once it has been placed.

Shipping & Delivery

All jewellery orders are shipped from Oslo, Norway and all other orders from our warehouse in Borås, Sweden. For orders containing both jewellery and clothes, the order will be shipped in two separate parcels.

See our list of locations in the main menu. If your country of residence is not listed here, get in touch and we can check the possibility of shipping to your country.

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.

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.

We offer free worldwide shipping with DHL Express Go Green on orders above 1500 NOK/150 USD/15 000 JPY/130 EUR/115 GBP. On all orders below these amounts, these following shipping costs apply:

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

Read more about shipping here.

All orders are sent from our warehouses and cannot be collected at Tom Wood Store yet.

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.

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.

Your order will normally be packed and shipped within 1-2 business days from the time you place your order. When your order is dispatched, you will receive a shipping confirmation by email including all shipment details. We do not send any shipments during weekends or public holidays.

Payment

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

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.

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.

For all questions regarding payment problems, please contact your local bank or card-issuing company.

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

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.

You can simply use the gift card by entering your gift card code at checkout.

Returns & Exchanges

If you change your mind about an item, you can return it within 14 days after you have received your order.
We are currently updating our return system so all returns are handled manually at this point so the process i a bit slower than normally.

If you wish to return your order during this period, please read more and contact us here.

Once you have shipped the return back to us, 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]

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.

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.

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.

Tom Wood does 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

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.

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.

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.

Product Information

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.

Contact us by email and let us know what product you want, and we will check the possibility.

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.

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.

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

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.

We do not do customized engravings. We recommend visiting a local goldsmith to secure a proper result.

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.

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.

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.

Terms, Conditions & Privacy Policy

Terms and Conditions
The following terms and conditions apply to all use of and orders placed on Tom Wood website tomwoodproject.com. Tom Wood reserves the right to revise the terms and conditions at any time. Users are responsible for keeping themselves updated with any changes. By using the website and/or placing an order on the website, you confirm that you have read and accepted the Terms and Conditions and the Privacy Policy.

Placing an Order
Please make sure that you have read and understood the Terms and Conditions before you place an order. Products in your shopping bag are not reserved and may be purchased by other customers until you have placed the order at checkout and received the order confirmation by email. If your selection of products may be lost from the shopping bag, you will be required to re-enter your selection of products. Tom Wood does not reserve items for future purchase.

Account
All orders placed on Tom Wood website tomwoodproject.com are stored in our customer system. The information being saved is the customers shipping and billing address and order history.
You can choose your own password for login. Here you can view your own profile which contains order history and information such as customers shipping and billing address. All profiles can be deleted by contacting us at [email protected].

Order Confirmation
Shortly after placing your order you will receive an order confirmation by e-mail including your order number, details of the product you have ordered and delivery details. Please note that the confirmation e-mail is an acknowledgment that we have received your order. If you fail to receive an order confirmation 24h after placing an order, please contact us at [email protected].
If the items purchased are in stock, we can fulfill your order. Once the order has been fulfilled, a shipping confirmation will be sent to your e-mail with all shipment details. In the unfortunate event of an item being out of stock, you will be notified by e-mail.

Pricing
Prices are shown in NOK, USD, SEK, YEN, GBP or EUR. When first entering the site you get the option between these currencies. The preferred currency can also be changed later. All prices include VAT. Prices do not include service, payment and delivery charges.
If the package is not picked up by the customer and it incurred costs as a result of this, the customer is liable for the additional costs and will be charged all costs and expenses associated with the return shipment. This includes shipping costs, taxes, fees for pre-payments, return costs, or any other added charges.
Tax-free shopping on tomwoodproject.com is not available. Tom Wood reserves the right to change prices of the products. The prices of the products will, during the time of placing an order, be valid throughout the process. We, however, take reservations for typing errors.
The prices may vary between Tom Wood Store and the online store.

Payment
We accept the following credit- and debit cards: Visa, Mastercard,
American Express and JCB. By pre-orders and custom-made orders, the card will be charged on beforehand. In such cases, you will be notified by email.

Shipping Information
Your order will normally be packed and shipped within 1-2 business days from the time you place your order. When your order is dispatched, you will receive a shipping confirmation by email including all shipment details. For orders containing both jewellery and clothes, the order will be shipped in two separate parcels. All jewellery orders are sent from Oslo, Norway and all other orders from our warehouse in Borås, Sweden.

Shipping costs on orders above 1500 NOK/150 USD/15 000 JPY/130 EUR/115 GBP:

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

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.

All orders are sent with DHL Express Go Green and will be delivered to your delivery address or your local delivery point. Delivery notification will be sent via sms when your package on its way. A shipment that is not collected within 14 days will be returned back to us. A new shipment can be arranged for an additional shipping fee.

Taxes and Duties
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.

Important Information
All orders are fully traceable with the provided tracking number. Orders are not shipped or delivered on weekends and holidays. If a delivery suffers a delay or an item happens to be out of stock, you will be informed by email as quick as possible and latest 7 days after the order was placed. Some delays may occur during sales, public holidays or severe weather conditions. Delivery times are provided as guidelines only, and do not consider possible delays caused by payment authorization, stock availability and/or delays through customs.

We are unable to deliver to P.O. box addresses. Kindly also note that delivery to rural addresses can result in longer delivery times.

Special Customs Requirements
Orders to China is currently limited to one (1) item per order.

Trying Items On
If you decide to return something, please ensure that it is in perfect condition. When trying on jewellery, please wash hands before to avoid any oil or dirt rubbing off. Store the jewellery in the Tom Wood Jewellery box when done. When trying on clothing, avoid rubbing off deodorant, perfume and make-up. All returned items must be unworn and unwashed, with all tags still attached. Items returned to us in a non-sellable condition, will not be refunded and may be sent back to you.

Measurements
All measurements are approximately, and variance may occur. Please have average sizing in mind and note that minor differences may occur.
 
Returns
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. Please read the return instructions carefully before returning the order.

Any items that are being returned must be in perfect condition without any visible signs of wear and tear and must be returned in its original bag/box. Apparel should be returned unused, unwashed and with all labels attached. Returns are closely inspected upon delivery and we reserve the right to refuse any returns that do not match these criteria.

The customer is responsible for the goods until it has been delivered to DHL either by pick up or delivered at a service point. Always keep the shipment receipt and tracking number for proof of shipment and for tracking.
Please note that return shipments are at the customer’s own expense. This cost will be withdrawn when refunding the item(s).

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

We will arrange a refund once the return has arrived. As soon as the return has been processed, you will receive a refund confirmation by email. Depending on your bank, the transaction usually takes 3-5 business days.

Collecting or returning orders placed at the online store at Tom Wood Store in Oslo is unfortunately not yet available.

There are no returns on made-to-order products or solid gold items.

Exchange or refund
Did you order the wrong size or do you want to exchange in another item? Please return the item using the online return form. You can then place a new order at tomwoodproject.com. To find the right size, you can use our jewellery size guide or contact us at [email protected] and we will do our best to help you out.

The refund for the original order will be processed as soon as the parcel has arrived at our office. 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.

If the item is returned due to a claim or we have sent you the wrong item, the full amount including shipping costs will be refunded. Please note that Tom Wood only issues a full refund if the product is in the same condition as at the time of delivery, with tag and seal still attached. A deduction of the value might be made if the return item is not returned in perfect condition.
 
Sale
Our regular online return and exchanges policy as described above applies during sale periods. If you want to return a sale item, it must be done within 14 days after purchase.

E-Gift Cards
Tom Wood e-gift cards are valid at tomwoodproject.com and expire 1 year from date issued. Cards are not replaced if lost. Not redeemable for cash. Any remaining balance can be used for future purchases. E-gift cards are non refundable.
 
Warranty Claims
There is a 1-year warranty on products sold on www.tomwoodproject.com. This warranty covers manufacturing faults only, not wear and tear from regular use. If an item was received damaged, you must contact us at  [email protected] within 7 days after purchase. Please place the item back in a 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 claim area and a description of the claim. If the product is considered defect, we will make a full refund including shipping costs when the return of the claim is received.

Insurance
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.
 
Disclaimer
Tom Wood does not guarantee that all items shown are in stock at the time of your order. In the event that an item is unavailable for whatever reason, you will be contacted by e-mail. Although we do our best to display correct images, correct colours, info and prices, errors may occur.

Privacy Policy
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. Personal data collected from customers online consists of name, address (both shipping and billing addresses), email address and telephone number. Tom Wood may also store information regarding your purchases, information regarding product and size, and purchase price and date.
Tom Wood use “Cookies” (Read more under “Cookies” below) and track IP addresses so we can improve our services and enhance your experience. Tom Wood does not sell or rent out personal customer data. You are entitled at any time to request access to and correction of all personal data you have provided to us, or to request removal of your name and other personal data from Tom Wood customer database. You are entitled at any time to request removal from our marketing/newsletter list by contacting us at [email protected] or click “unsubscribe” on the bottom of each newsletter.

 

Security
For the safety of your personal information, we use SLL encryption on all data to and from the site. When placing an order, you can immediately check the security validity by clicking the padlock icon that appears in the URL line of your browser when SSL is activated.
 
Cookies
To make this site work properly, we sometimes place small data files called cookies on your device.

What are Cookies?
A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. It enables the website to remember your actions and preferences (such as login, language, font size and other display preferences) over a period of time, so you don’t have to keep re-entering them whenever you come back to the site or browse from one page to another.
How do We Use Cookies?
Our store uses cookies to let you perform authenticated actions like signing into your personal account. Additionally cookies may be used for advertising purposes.
How to Control Cookies
You can control and/or delete cookies as you wish – for details, see aboutcookies.org. You can delete all cookies that are already on your computer and you can set most browsers to prevent them from being placed. If you do this, you may have to manually adjust some preferences every time you visit a site and some services and functionalities may not work.
 
Copyright / Trademark
Copyright in the documents provided in this site (including, without limitation, the trademarks of Tom Wood, graphics, text, photos, designs, logos, icons, images, data and
software) are owned by or licensed to Tom Wood and its affiliates. You are authorized to use this material only for personal, non-commercial purposes. You may download, print and store copies of this material for your own personal, non-commercial use, provided this Copyright Permission Notice is included in all such copies. You may not charge anyone for use of the material and you may not publish, duplicate or otherwise distribute the material to others without prior consent from Tom Wood. You may not modify the material in any way, without the prior written permission of the copyright owner. Except as expressly stated in this legal notice, no rights or licenses to the material, or any portion thereof, shall be granted or implied. For press inquiries, please contact us at [email protected]

Resale Policy
All items from Tom Wood, either bought on www.tomwoodproject.com, at Tom Wood Store or at any other retailer may be bought for personal use only and not for resale. By placing an order on www.tomwoodproject.com, you certify that you are purchasing products for your own personal use and not for resale and that you accept the Terms and Conditions. We reserve the right to refuse orders for any reason without explanation.
 
Age Restrictions
Parental or guardian consent is required for customers under the age of 18.
 
Governing Law
The terms of use are complied
in accordance with Norwegian law and the Norwegian courts will have exclusive jurisdiction.
 
Company Details
Tom Wood AS
Nedre Slottsgate 13-15
0157 Oslo
Norway
VAT.Nr. 911705389

Privacy Policy
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. Personal data collected from customers online consists of name, address (both shipping and billing addresses), email address and telephone number. Tom Wood may also store information regarding your purchases, information regarding product and size, and purchase price and date. Tom Wood use cookies and track IP addresses so that we can improve our services and enhance your experience. Read more about cookies below.

Security
For the safety of your personal information, we use SLL encryption on all data to and from the site. When placing an order, you can immediately check the security validity by clicking the padlock icon that appears in the URL line of your browser when SSL is activated.

Cookies
Cookies are used by tomwoodproject.com in order to improve your experience when browsing and using the website. The cookie identifies your computer and allows the site to remember your personal settings. Www.tomwoodproject.com may not operate properly when cookies are disabled in your web browser.

Tom Wood does not sell or share personal customer data. You are entitled at any time to request access to and correction of all personal data you have provided to us, or to request removal of your name and other personal data from Tom Wood customer database. You are entitled at any time to request removal from our marketing/newsletter list by contacting us at [email protected] or click “unsubscribe” on the bottom of each newsletter.

Copyright / Trademark
Copyright in the documents provided in this site (including, without limitation, the trademarks of Tom Wood, graphics, text, photos, designs, logos, icons, images, data and software) are owned by or licensed to Tom Wood and its affiliates. You are authorized to use this material only for personal, non-commercial purposes. You may download, print and store copies of this material for your own personal, non-commercial use, provided this Copyright Permission Notice is included in all such copies. You may not charge anyone for use of the material and you may not publish, duplicate or otherwise distribute the material to others without prior consent from Tom Wood. You may not modify the material in any way, without the prior written permission of the copyright owner. Except as expressly stated in this legal notice, no rights or licenses to the material, or any portion thereof, shall be granted or implied. For press inquiries, please contact us at [email protected]

Resale Policy
All items from Tom Wood, either bought on www.tomwoodproject.com, at Tom Wood Store or at any other retailer may be bought for personal use only and not for resale. By placing an order on www.tomwoodproject.com, you certify that you are purchasing products for your own personal use and not for resale and that you accept the Terms and Conditions. We reserve the right to refuse orders for any reason without explanation.

Age Restrictions
Parental or guardian consent is required for customers under the age of 18.

Governing Law
The terms of use are complied in accordance with Norwegian law and the Norwegian courts will have exclusive jurisdiction.

Company Details
Tom Wood AS
Nedre Slottsgate 13-15
0157 Oslo
Norway
VAT.Nr. 911705389

Other questions?