Returns
Return Policy
Tom Wood has a 30-day return policy. You have 30 days from when you received your order to ship it back to our return center for a refund. If your order is shipped back to us outside of this time-window, we will return the shipment to you.
Please note that the product(s) must be returned via our return form. The return form will provide you with a DHL return label which you have to apply on your sealed parcel. There will be a return shipping fee withdrawn from the refund amount.
The product(s) must be returned in its original condition (packaging, plastic bag, accessories, tag, etc.) If you need any further information you are welcome to contact our customer service at hello@tomwoodproject.com
In order for Tom Wood to accept your return, the product(s) must be returned in perfect condition without any sign of wear and tear in its original packaging, undamaged and unworn. If you have ordered multiple products, make sure to put them in their original plastic bag. Putting numerous products in the same bag will lead to scratches. Returns are closely inspected upon delivery and we reserve the right to refuse any items that do not match these criteria.
If you purchased a Tom Wood piece from another retailer, please consult directly with the retailer in regard to their policies. Tom Wood is not responsible for products purchased from other retailers.
Returns during the holidays
We understand that the holiday season is a special time, and wish to ensure your complete satisfaction with your purchases. Orders made between November 20th and December 24th therefore come with an extended return period, allowing you to return products until the 15th of January. Whether you’re treating yourself or buying a gift, we want to provide you with the flexibility to find the perfect piece.
How to return
To initiate a return, click here. Alternatively, you can also email us at hello@tomwoodproject.com, we are here to assist you with any inquiries regarding returns.
Return Costs
Please note that return shipments are at the customer’s own expense. This amount will be deducted from the final refund.
Norway: 150 NOK Sweden: 150 SEK Denmark: 120 DKK
Japan: 3000 YEN
USA: 25 USD
UK: 20 GBP
Europe: 20 EUR
World: 25 USD
Exchanges
Please note that Tom Wood does not offer any exchange services.
Unless the product(s) are faulty, or the wrong pieces have been delivered. If you need a different size or another style you will have to make a return and place a new order.
Important information
All returns must be sent with DHL Worldwide Express via our return form. Tom Wood is not responsible for product(s) sent with a third party delivery service
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.
Returns are closely inspected upon delivery and we reserve the right to refuse any returns that do not match these criteria. Please note that Tom Wood only issues a full refund if the product is in the same condition as at the time of delivery. A deduction of the value might be made if the return item is not returned in perfect condition.
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.
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.
Sale
The same return policy as described above applies for sale periods.