Returns & Exchanges
Extended returns during the holiday season. Gifts purchased after November 1st are returnable through January 10th, 2020.
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 below carefully before returning the order.
Choose the order and item you wish to return. When the return request has been completed, the return documents will automatically be downloaded and sendt to your email. Print the necessary documents.
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 returns must be done through DHL.
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 This cost will be withdrawn when refunding the item(s).
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.