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FAQS

 
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  • Ordering Online

    How do I change the default delivery address on my Tom Martin London account?

    If you have an account with us, your default delivery address can be changed by logging in to your account profile. To access your account, please click the 'sign in' link located a the top left of your screen, or the profile icon on mobile. By signing into your account you will be able to amend your default delivery address, payment method and change your password. If you are experiencing an issue with this, please send us your request using our customer service contact page. We will be happy to amend this for you.

    What do I do if I have forgotten my password?

    If you have an account with us, your password can be changed by logging in to your account profile. To access your account, please click the 'sign in' link located a the top left of your screen, or the profile icon on mobile. By signing into your account you will be able to amend your default delivery address, payment method and change your password. If you are experiencing an issue with this, please send us your request using our customer service contact page. We will be happy to amend this for you.

    What can I do if an item is out of stock?

    If an item is out of stock, this usually means the item has sold out and will not be reproduced. At Tom Martin London, we pride ourselves on creating hand made gifts, where the time to create an item is secondary to the skill involved. Therefore, we do not usually reproduce items. In some circumstances, however, we will continue production of an item and this will be stated on the product page. Should you wish to contact us about a certain item, please do so using our customer service contact form.

    What is a pre-ordered item?

    Certain products that are not immediately available to purchase may be displayed on TomMartinLondon.com as available to 'pre-order'. These items can be pre-ordered to secure them once they become available. Payment will be taken when or shortly after your order is placed. Delivery times will be communicated to you as the item becomes available for dispatch. You will also be contacted prior to dispatch and once the item has been shipped. You can cancel your order at any time up to the item’s dispatch. If you wish to contact us regarding a pre-ordered item, or if you have a question regarding an item listed as available to pre-order, please feel free to contact us.

    Can I cancel my order?

    Orders can be cancelled (excluding commissioned items) in accordance with your statutory rights. Please email us within 14 days from the day of your order and we will endeavour to resolve your issue. 

    Is shopping online with Tom Martin London secure?

    Yes. Online payment card transactions are transmitted through a secure server using Secure Socket Layering (SSL) encryption technology.

  • Payment

    When will I be charged?

    Your card or other method of payment will be charged once your order has been placed. 

    Is saving my card secure?

    When ordering online, there may be an option to save your card details meaning you can check out more quickly the next time you place an order. Our site uses Secure Socket Layering (SSL) encryption technology to encrypt all payment details.

    If you wish to change these details and you are a registered member of Tom Martin London, please visit My Account and click on your Account Details.

    Why was my credit/debit card or other payment method declined at checkout?

    If you receive a notification that your credit or debit card or other payment method has been declined, please contact your issuing bank or payment provider. Before doing so, please ensure that:

    • The card details or payment information entered are correct. For instance, your 16 digit code is correct and that you have selected the right card type,

    • The 3 or 4 digit security number is correct,

    • Your credit card has not expired.

    If you have saved your card details or payment information we also recommend that you:

    • Check that the selected card or method of payment is active and that it has not expired,

    • Ensure that the billing address matches the credit card or payment method used for payment,

    • Ensure you have supplied a correct 3 or 4 digit security number for the selected card or payment method.

     

    If you would like further assistance on why your card was declined at checkout, please contact us. We may be able to provide you with further details.

  • Shipping

    When will I receive my order?

    Orders will be dispatched within 3 working days of your order and will be shipped via Royal Mail First Class post to orders within mainland UK. International delivery will be dispatched via Royal Mail or Parcel Force. A confirmation of the courier and tracking information (if applicable) will be provided in your dispatch confirmation email. This service is not guaranteed but will usually deliver the next working day. During busy periods, including Christmas, we may dispatch your order on Saturday for delivery on Monday, with the expense served by us. You will not encounter a higher shipping charge for this service.

    For pre-ordered items, please refer to the pre-ordered section located under Ordering Online.

    When are your last order dates for Christmas?

    For our Christmas last order dates, please click here.

    Where does Tom Martin London deliver?

    We delivery to all countries globally. Shipping cost and delivery estimated will vary depending on the delivery destination. 

    Can my order be gift-packaged?

    All our items arrive in our signature white pearl presentation box with silver foil detail, tied with our purple ribbon. We do not offer other gift wrapping requests.

    Do you ship to multiple addresses?

    Unfortunately we can only ship your online order to one location. To ship to multiple addresses, a separate order would need to be placed for each address.

  • Returns

    How do I return an item I have ordered online?

    Returns are available worldwide for all full price items within 30 days of shipping and all sale items within 14 days of receipt, provided the item is in its original condition. To return an item, please contact us, we will be happy to help you with your request.

    If your item is delivered damaged, please inform us immediately upon delivery using our customer service contact page. We may ask for photographic evidence and/or further information to allow us to investigate the reason for the damage.

    Please note it is not possible to return personalised/commissioned items.

    Important: We do not accept liability for goods returned.

  • Customer Service

    How do I contact Tom Martin London Customer Service?  

    Please visit our contact us page.  

    How do I unsubscribe from your mailing list?  

    You may unsubscribe using the link at the bottom of any Tom Martin London email. Alternatively, please contact us with your request and the email address you wish to remove.