Frequently Asked Questions (FAQ)

Ordering and Payment

How can I place an order?

You can easily order through our online shop. Select your desired product, add it to your cart, and follow the checkout instructions. We accept various payment methods for your convenience.

Which payment methods do you accept?

We accept all common payment methods including credit cards, PayPal, instant bank transfer (Sofortüberweisung), and purchase on account (subject to credit check).

Can I cancel or change my order?

Changes or cancellations are only possible as long as your order has not yet gone into production. Please contact us as soon as possible at info@tommywood.de.

Delivery and Shipping

How long does delivery take?

As all our products are handmade, production time is typically 2-4 weeks. After completion, shipping takes 1-2 business days. You will receive a shipping confirmation with tracking information.

Is shipping free?

Yes, we offer free shipping within Germany for most of our products. For international deliveries, additional shipping costs may apply.

I received a shipping confirmation, but the status is not changing.

Due to the large volume of packages, individual packages are not scanned upon pickup but only at the DHL distribution center. We load the packages into roll containers in the truck. Depending on the size and package volume, there may be delays of a few days at DHL before the packages are processed.

Therefore, after shipping, it may take 24-48 hours or even longer for the tracking information to be updated in the shipping service provider's system. If the status has still not changed after one week, please contact us at t.schleuter@arcor.de with your order number so we can check the shipping status for you.

Do you also deliver abroad?

Yes, we deliver to most European countries. Shipping costs and delivery times vary depending on the destination country. Contact us for specific information regarding your country.

Assembly and Installation

Do you offer an assembly service?

Yes, we offer a free assembly service within a 50 km radius of our location. For longer distances, additional costs may apply. All our products also come with detailed assembly instructions.

How difficult is the assembly?

Our products are designed to be assembled with basic DIY skills. Each product comes with step-by-step instructions and all necessary materials.

What if something goes wrong during assembly?

Don't worry! Just contact us, and we'll be happy to help. In case of damage due to improper assembly, we can provide replacement parts.

Quality and Materials

What types of wood do you use?

We exclusively use high-quality, sustainably sourced woods such as oak, beech, pine, and other regional wood types. All materials come from certified sources.

Are your products weatherproof?

Our outdoor products are treated with special weatherproof finishes. Indoor products are optimized for indoor use. Specific care instructions can be found in the product description.

How do I care for my wooden products?

Each product comes with specific care instructions. Generally, we recommend regular cleaning with a damp cloth and occasional treatment with wood care products.

Warranty and Returns

What warranty do you offer?

We offer a 2-year warranty on all our handmade products against material and manufacturing defects. The warranty does not cover normal wear and tear or damage due to improper use.

Can I return my product?

As all our products are individually handmade, we can only accept returns in exceptional cases (e.g., damage during transport or material defects). Please contact us within 14 days of receipt.

Contact and Support

How can I reach you?

You can reach us by email at info@tommywood.de or use our contact form. We usually respond within 24 hours.

Do you have a showroom?

Yes, you are welcome to visit our products in our showroom. Simply make an appointment with us so we can personally show you our handmade wooden products.

Do you have further questions?
Do not hesitate to contact us. We are happy to help!