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Quality
Do the items are made in Italy?
Yes, our items are entirely handmade in Italy in our workshop crafted by skilled artisans.
What materials do you use to make your items?
All raw materials we use to craft our items are natural and of the highest quality.
Account
How do I create an account?
Go to the account section of the website and sign up. You will be asked to provide some details and to create a password.
What are the benefits of creating an account?
Creating an account with us enables you to save personal information for an easier checkout process and to view your order history and status.
How do I update the personal details of my account?
You can update your account information anytime, simply go to the account section.
Do I need an account to place an order?
No, you do not have to create an account to place your order. You can either checkout as a guest or as a registered customer. Note that to purchase a product on the website, you will be asked to provide informations such as email, name and shipping address. These informations will be stored in order to ensure a safe client process. Your client information will be available through the Account section with the email associated with the first purchase. By subscribing to our site through your account, you will have the possibility to: place an order, review past orders, add items to your wishlist, save your shipping information for an easier shopping experience.
I forgot my password. What do I do?
If you forgot your password, go to the Login section of our website, click the forgot password link. You will receive an email with instructions and a link to reset your password.
Payment
Which payment methods do you accept?
For accelerated checkouts you can use Apple Pay, Google Pay, PayPal and Shop Pay. We accept Visa, MasterCard, Maestro and American Express.
When will my credit card be charged?
Your payment will be captured automatically once you purchase.
Which currencies do you accept?
Prices are displayed in EUR if you are shopping in Europe and in the UK. If you are shopping in the US or anywhere else in the world, prices are displayed in USD. Depending on your delivery destination, you will be charged in one of the three currencies. Any local currency conversions will be handled by your bank and may incur conversion fees.
Is it safe to use my credit card?
The checkout process is powered by Shopify and is PCI level 1 compliant for credit card processing which means that it adheres to the highest standards of server compliance. .
Are prices tax included?
Every price displayed on our website includes VAT. You won't be charged of additional taxes and duties.
I'm a non-EU customer, do your prices include import duties?
Yes, all our prices include VAT and import duties. Our shipments are DDP (Delivered Duty Paid) which means that the recipient of the shipment must not take charge of any eventual import duties.
Why did my card decline at checkout?
When placing an order on our website, you will be asked to provide your credit card number, expiry date, and security code. As soon as you click on Confirm and Pay, a payment authorization request will be sent to your bank or card issuer. If this request is rejected, we will not process your order and you will not be charged. Should this occur, we recommend either trying with another payment method or contacting your bank.
Orders
How do I track the status of my order?
If you have an account, go to the orders section, here you view and manage all of your orders, past and present. Every detail related to your purchases can be found here, including your order number, order date, order status, and details of the items you ordered.
When will I receive my order confirmation?
After you place an order you will automatically be sent an email confirmation. If you did not receive an email confirmation upon placing an order please reach out to our customer service at customerservice@tomasthan.com.
Can I update or cancel my order?
Once your order is confirmed, it cannot be cancel or changed.
How do I cancel my order if I don’t have an account?
If you would like to cancel your order please reach out to our customer service immediately. Keep in mind if your order has already been shipped, you will be unable to cancel the order. We recommend you to wait for your item/items to be delivered and return them.
Is my personal information kept private?
We commit to protecting your privacy. We do not sell, trade, or rent your personal information to others, period. For more details, please see our full privacy policy.
Do products images on your website match the real products?
Each item is photographed with precise attention to detail, and the colors shown should accurately depict each product. However, it is possible that images available on our site may not exactly correspond to the real items in terms of image and colors, due to the internet browser or monitor display settings.
Shipping
Where do you ship to?
We ship almost all over the world with DHL Express service.
Which courier do you use?
Every order is shipped with DHL Express.
Do you offer free shipping?
Yes, we offer free shipping worldwide for every order.
When will my order ship?
Your order will ship after your form of payment has been accepted. Our warehouse usually will ship an order 1 - 4 business days after an order is placed. Should there be any delay, we will contact you.
How do I know if my order has been shipped?
After your purchase you will receive the estimated delivery date via email or sms from DHL.
Which taxes do you apply to my order?
All our prices include VAT, we are responsible for any tax and duties your country may apply. The price shown in the checkout is the final amount requested. No custom duties will be charged to you.
How do I change my shipping address?
If your order has not shipped yet then please contact our customer service to let us know the new address you would like your order shipped to. Once the order has been shipped, it is not possible to change or update delivery address.
How can I track my order?
Once your order ships, you will receive a shipment notification email with a tracking number. If your tracking number doesn't work immediately it's because it's ready to be picked by the carrier, check it later.
Can my order be delivered to a PO box or APO?
No, our shipping partner doesn't provide this service.
My order arrived damaged. What can I do?
Before shipping your order, our warehouse inspects to make sure items are in top condition. In the case you receive a damaged item please contact our customer service within 24 hours.
Gifting
Do you offer gift wrap?
Your items are delivered in our iconic purple box tied with our purple logo ribbon.
Returns
How do I return an item?
Your order will be accepted for refund if returned in original condition and packaging. All merchandise must be returned with their original packaging in the purple box with their canvas storage dust bag. Merchandise must be unused, unworn, unwashed, and in an unaltered condition. All original tickets must be attached and a copy of your invoice must be enclosed with your Return Merchandise Authorization Number clearly documented. You have 14 days to return an item/items after receiving your order. Returning a product for refund is complimentary. In order to do this, you must return the articles via DHL using our system of pre-paid return labels. TBC DHL
How do I return an item if I checked out as a guest?
To return an item without an account, please email customerservice@tomasthan.com to receive a Return Merchandise Authorization Number. The RMA number is required before shipping your return back to our warehouse.
When will I receive my refund?
We strive to issue refunds as quickly as possible. Once our warehouse receives and processes your return, we will issue a refund to your original form of payment within 14 business days.
Will I be refunded the full amount I paid?
You will be refunded the amount you originally paid when purchasing, excluding shipping charges to return. TBC DHL
Will I get a refund on my delivery fees?
We do not refund fees, taxes, and duties charged for your order.
Newsletter
How can I subscribe to your newsletter?
To subscribe to the newsletter, simply e-mail address in the appropriate fields of our popup, or by clicking at the bottom of our website in the Newsletter section. By accepting the privacy treatment and clicking on "Subscribe" your email will be automatically registered in our database.
How can I unsubscribe from your newsletter?
You can unsubscribe from our newsletter at any time by clicking "Unsubscribe" at the bottom of the newsletter or by logging into your profile on the website.