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, and our online return form is therefore not available at this time.

If you wish to return your order during this period, please contact [email protected] with your name, address and order number. If there are more items in your order, please let us know which you would like to return. We will provide you with a DHL return label.

 

Return Instructions
All returns must be done with the DHL Express label provided by our customer service. Please read the return instructions below carefully before returning the order.

Type of label and required actions:
Express Worldwide/Domestic: Place DHL label outside of package
Waybill Document: Give label to the courier/DHL
For returns sent from all countries except Norway:
Proforma Invoice (two copies): One copy is to be placed inside the package, the second one must be given to the courier/DHL.

Please return the unused product in a box or protected envelope. Drop the return package off at a DHL Service Point, or book a pick-up for your return via DHL here.

All returned items must be in perfect condition without any visible signs of wear and tear and must be returned in its original packaging, plastic bag and jewellery box. Apparel should be returned unused, unwashed and with polybag and 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 This cost will be withdrawn when refunding the item(s).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

You will receive a refund confirmation once your return has been processed and accepted. 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 for a different item? Please contact 
[email protected] with your name, address and order number and we will provide you with a return label. All returns must be done with the DHL Express label provided by our customer service. Please read the return instructions carefully before returning the order. 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.