Where do we deliver?
Worldwide, however there are some countries that are not as easy to get to. If an order is placed for delivery to one of the countries outside our reach, you will be notified by email as soon as possible.
What is the price of delivery?
The standard delivery prices are currently as follows:
UK – £4.00
Europe – £7.00
Worldwide – £14.00
How long will delivery take?
All orders received before 16:00, Monday- Friday will be fulfilled that day and should be with you within 5 working days (for UK orders). However, if you make a back-order it can take up to 12 weeks for the order to be fulfilled and dispatched.
Where is my delivery?
If you have not received your goods please email [email protected] so we can trace your order. We will then notify you via email to confirm the status and whereabouts of your products.
Please note: Parcels that are signed for will be deemed as received by the customer and are now out of our control. We use third-party logistics companies, and hope they maintain our high standards but as I’m sure you can understand mistakes happen. If this is the case, we will inform you of your courier and you should contact them to take this further.
If you have recently placed an order with us and wish to cancel it before delivery, please email us at: [email protected] within 12 hours, quoting your order reference number, the date the order was placed and your name. We will then contact our dispatch team and attempt to get the order cancelled. Once we have confirmation of the cancellation, payment will then be refunded back to your account within 10 working days.
If the order is delivered to you, please return it for a full refund (excluding postage).
Amending an Order
To amend an order, both for product and shipping address please contact [email protected] as soon as possible. If the order has already been processed it might not be possible to amend it.
Although we endeavor to get all deliveries to you on time, we understand that sometimes deliveries are late. However you cannot cancel the order, but you can return the product and we will issue a full refund (excluding postage).
Tom’s Trunks will accept returns or exchanges of merchandise as we believe that if something is not right it must be changed. However, if you wish to return an item it must be within 30 days of the original purchase date. This is on the assumption the purchase was made on non-sale full priced items.
The Returns Policy
All goods must be unused and in the condition in which they arrived to you to qualify for the below.
You have 30 days to return an item with proof of purchase and returns form for a full refund or exchange. The person who made the order must be the person to make the return.
Please allow up to 10 working days from the date we receive your product(s) for your refund to be processed.
Christmas Returns Policy
From the 1st of October to the 25th of December, orders are eligible for an extended 60-day return policy. Returns must be completed by the same person who made the original order. All normal return policy rules apply. Orders for Christmas must be made by the 18th of December at 16:00. We cannot reassure that orders made after this time will be delivered in time for Christmas.
If exchanging an item, the price must match that of the item purchased when you bought it. If the item chosen is out of stock, a refund will be issued instead. If you wish to exchange for an item of a different price, your item must first be returned and a refund issued and a new order should be placed.
Who Pays Postage?
Please note when returning an item the customer is responsible for the postage costs incurred when returning an item. Goods must be returned by registered post only. We cannot be held responsible for any item returned to us in any other way. You will need proof of postage if the returned parcel is lost and you need to make a claim to your courier.
In the rare instance that goods are damaged, we will of course seek to rectify the situation. If goods are considered damaged on arrival, you must notify us within 48 hours of receiving the product, you then have 14 days to return the product to us, alongside proof of purchase and returns slip to issue a full refund. We will require photo evidence of any damage before we start to process the return.
We make every effort to eliminate faulty items from our stock however if the product is faulty you can return the product, we will inspect the item and issue a full refund if we are in agreement with your comments.
However, if we disagree with your comments and the ‘fault’ it is a matter of standard ‘wear and tear’ or product neglect i.e. wearing whilst skydiving or allowing a pet to get hold of it, we will return the item to you and postage costs will be incurred by yourself.