How can we help?
Whether it's a question about your order, shipping or caring for a piece, our studio team is here for you. Find quick answers below or reach out directly.
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Frequently asked
Every piece is carefully boxed and dispatched within 1–2 working days. Standard parcel delivery is free from 150 € in Germany and from 250 € in Austria and the rest of the EU. Below that, a flat rate applies from 7,90 €, depending on the destination country. Bulky items and furniture sent by freight have their own flat rates and thresholds — always shown before you pay.
Head to our order tracking page and enter your order number and email. You'll see a live fulfilment timeline from studio to doorstep.
You have 14 days from delivery to withdraw from your order, no reason needed. Send us a clear statement at Info@tomscompany.com or use the “Withdraw from contract” button on the site. Return the piece complete and, where possible, in its original packaging.
You carry the direct cost of the return; for furniture and large pieces that travel by freight, this is around 120 € within Germany, 180 € to Austria and 250 € elsewhere in the EU.
We refund within 14 days of receiving your withdrawal, to your original payment method, including the standard delivery cost of the order. We may wait until the piece is back with us or you have shown proof of return.
We accept all major credit and debit cards, PayPal and Klarna, so you can pay your way — with or without a card.
Yes. Every piece is made by hand by skilled artisans in our workshops around the world, some of whom have worked with Tom's for over thirty years. Depending on the piece, it is cast in resin, crafted from wood or formed in metal, then painted entirely by hand. Because every layer is applied by hand, colour and brushwork vary slightly from one piece to the next — no two are exactly alike.
Keep your piece out of direct sunlight to preserve the colour and dust it with a soft, dry cloth. Avoid solvents and abrasive cleaners — they can damage the hand-applied finish.
Write to us on WhatsApp or email Info@tomscompany.com — written messages reach us fastest. You can also call +49 6821 634580 (Mo–Do 9–17 Uhr · Fr 9–13 Uhr) . You can also use the contact form on this page — we reply within one working day.