We ship DHL Express worldwide, 1-2 days delivery. All taxes & duties included.

We ship DHL Express worldwide, 1-2 days delivery. All taxes & duties included.

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FAQ

General

How can I contact the Tom Wood Team?
Tom Wood are always available at [email protected] All e-mails are usually answered within 24 hours.

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 Facebook and Instagram for daily updates at @tomwood_project

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

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

Placing an Order

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

Can I change my order?
An order cannot be changed once it has been placed. If you change your mind about something, please contact us as soon as possible at [email protected] 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 if it is shipped. If you have requested a cancellation after the order has 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.

How do I know if an item is out of stock?
Although we do our best to display the correct stock levels, errors may occur and on rare occasions, an item may be out of stock. In such cases, you will be informed by e-mail.

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.

When will my order be shipped?
Your order will be dispatched within 1-2 business days from the time you placed your order. When your order is dispatched, you will receive a shipping confirmation by e-mail.

Can I track my order?
Yes, when an order is packed and fulfilled you receive a confirmation e-mail with all shipping details, including a DHL Express tracking number.

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. We ship 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
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 a separate location and cannot be collected at Tom Wood Store.

Are tax/VAT added?
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?
As soon as you place an order with us, we check our stock levels. If all items purchased are in stock, we will proceed with the packing and fulfill the order as soon as the shipment is ready. We capture the total amount when fulfilling the order. You will receive a confirmation mail with all shipment details after we have fulfilled the order.

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

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 must notify us at [email protected] within 14 days after having received your order. After receiving a return confirmation by email, please return the product(s) as soon as possible, but no later than 14 days after sending your notice.

When I ship a return or exchange back to you, how long will it take?
Once you have sent the return, it may take up to a few weeks before the item is delivered at our warehouse. We will contact you as soon as we receive the return and arrange for a refund. If you wish to exchange to another size or style, please place a new order in the online store.

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 can not be returned at Tom Wood Store. All orders purchased at our online store must be returned by mail. Please contact us on [email protected] regarding all returns.

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.

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. The refund is made using the same payment method used at purchase. Normally it takes between 3-7 days before the refund is complete.

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 goldsmiths, 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 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.

How long does it take to custom make a gold ring?
All gold items are custom made and has an 8-12 weeks delivery time. There are no returns on 9k gold pieces as they are custom made.

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 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.