If you change your mind about an item, you must notify us at [email protected] within 14 days after having received your order. Please always refer to your order number in your communication with us. After receiving a return confirmation by mail, please return the product(s) as soon as possible, no later than 14 days after receiving the confirmation from us.
To return your order, you have two options:
1. Deliver the return to the closest DHL Service Point
2. We will schedule a pick up with DHL
You will receive a return label that must be printed out and put on the return box. Place the items in the original shipping box or padded envelope. 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 with the label on. Returns are closely inspected upon delivery and we reserve the right to refuse any returns that do not match these criteria.
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 9k gold items or any customized jewellery.
Exchange or refund
If you want to exchange in another item, please notify us and follow the return instructions you will receive by email. You can then place a new order at tomwoodproject.com. 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, the full amount including shipping costs will be refunded. Please note that Tom Wood only issues a full refund if the product/s 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 shipment is not marked correctly and VAT related costs were charged to us.