FAQ

General

  • How can I contact Tom Wood team?

    We at Tom Wood are always available at hello@tomwoodproject.com. All e-mails are usually answered within 24 hours.

  • How do I get the latest information from Tom Wood?

    Make sure to sign up for our newsletter either by clicking on “newsletter signup” in our online store, or on our page “Tom Wood Project” on Facebook.

  • How do I unsubscribe Tom Wood Newsletter?

    All newsletters come with a “unsubscribe” link, please click this and follow the steps. This might take a few days before activated.

  • What retailers carry Tom Wood Jewellery, RTW and Eyewear?

    Please check out our retailer page for the full list.

Placing an order

  • How will I know if you received my order?

    After placing an order, you will receive a confirmation mail to the registered email address. If you fail to receive an order confirmation 24h after placing an order, please contact us at hello@tomwoodproject.com. We will check if the order went through our systems and what email address provided.

  • Can I change my order?

    An order can not be changed once it has been placed. If you change your mind about something, please contact us as soon as possible at hello@tomwoodproject.com with reference to your order number sent by email.

  • How do I cancel my order?

    If you change your mind about an order, please contact us as soon as possible at hello@tomwoodproject.com. You can not change the order yourself, but we will help you. The order can not be cancelled if our warehouse has started packing the order 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 can not 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 hello@tomwoodproject.com 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 correct stock levels, errors may occur. On rare occasions an item can be out of stock. Then you will be informed by e-mail.

Shipping and delivery

  • From where do you ship?

    All orders are sent from Oslo, Norway.

  • When will my order be shipped?

    Your order will be dispatched within 1-3 workdays 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 mail with all shipping details, including a tracking number with the selected courier.

  • How long does it take for my order to arrive?

    All international orders will be delivered within 5-10 days from the day you received your shipping confirmation. International orders are shipped with UPS and require a signature upon delivery. UPS usually operates between 9am—6pm on business days.
    All domestic orders will be delivered within 3-7 days from the day you received your shipping confirmation. Domestic orders are sent with Posten/Bring and will be delivered to your local delivery point. Delivery notification will be sent via sms and/or post when your package is ready to be collected. All orders are fully traceable with provided tracking number.

  • How much does shipping cost?

    The following shipping charges will be added to your order:

    Domestic / Norway: 145 NOK
    International / Worldwide: 200 NOK

  • Can I collect my order at Tom Wood Store?

    No, all orders are sent from a separate location and can not be collected at Tom Wood Store.

  • Are tax/VAT added?

    Yes, all prices online include Norwegian VAT of 25%. The VAT will be deducted for orders shipped outside Norway. Prices do not include service, payment and delivery charges. Upon delivery, the customer is obliged to pay customs, duties and other applicable taxes.

  • How much duty and tax will I have to pay?

    Customs regulations vary from country to country, so the customer should contact the local customs office for further information.

  • 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 and Mastercard via PayPal and Stripe. The amount for your order will not be charged until your order is shipped from Tom Wood. We also accept Tom Wood online gift cards.

  • 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.

  • In which currency will my purchase be made?

    Prices are shown in NOK or USD. When first entering the site you get the option between these currencies. The preferred currency can also be changed later. All prices in NOK include Norwegian VAT of 25%. All international orders sent outside of Norway are shown incl. 25% VAT which will later be deducted at check-out. Prices do not include service, payment and delivery charges. All international orders are charged in US Dollar. All Norwegian orders are charged in Norwegian krone = NOK.

  • 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 fulfil 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 gift card. How can I use it?

    You can simply use the gift carf by entering your gift card code in the second step of the checkout at the payment section.

Returns and exchanges

  • How do I return or exchange an item?

    If you change your mind about an item, you must notify us at hello@tomwoodproject.com within 14 days after having received your order. After receiving a return confirmation by mail, please return the product/s as soon as possible, but no later than 14 days after sending your notice.

  • When I send a return or exchange back to you, how long will it take?

    Once you have sent the return, it can take up to a few weeks before the item is delivered at our warehouse. We recommend sending the shipment with a tracking number so it is fully traceable. We will contact you as soon as we receive the return and arrange for an exchange/return.

  • I have received a faulty product, what should I do?

    If you receive anything damaged, please contact us at hello@tomwoodproject.com as soon as possible. Please place the item back in 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 claim area 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?

    No, Tom Wood Store and online store have separate stock and locations so online orders can not be delivered there.

  • 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 also that the item is in its original condition with all the tags still attached. If the gift was bought from Tom Wood Store or one of our retailers, we recommend contacting 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 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.

Tom Wood Jewellery

  • What size should I order?

    Please check out our size chart online for sizing. 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 re-size 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, check out our jewellery care online.

  • My ring has tarnished, what do I do?

    Any jewellery can tarnish and can be a result of exposure to air and moisture. Try cleaning the ring with regular silver polish, which can be found at any goldsmiths or grocery stores.

  • Do you do custom engravings?

    We do not do customized engraving as this require more time with each single client and we do not have an engraver in-house that can take part. We recommend to do this together with a local engraver or goldsmith to secure a proper result.

  • How long does it take to custom make a gold ring?

    All gold items are custom made and take usually 8-12 weeks before delivery. 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. The stones are sourced from all over the world, and all are traded on ethical terms.

Tom Wood Clothing

  • What size should I order?

    Please check out our size chart online for sizing.

  • How do I take care of Tom Wood Clothing?

    The care instructions on our garments’ labels will give you advice on how to best care for your garment. Make sure to treat special items like hand knits and leather pieces with extra care. Please check out our garment care online for general guidelines on how to take care of Tom Wood Clothing.

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 10.00 to 16.00.

  • 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 oslo@tomwoodproject.com.

  • Does 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.