Our Policy Info

We founded Tom's Room with one principle in mind - providing an incredible shopping experience for our customers. We work hard to provide exceptional customer service and pride ourselves on never straying from our founding principles. Check out our store policies below and don’t hesitate to contact us if you have any questions or require further information.

Shipping

We aim to keep our packaging as sustainable and environmentally friendly as possible so your order might not always be packaged in a pristine new box , as we like to re-use boxes whenever possible.  Your order will be carefully and beautifully wrapped and protected in transit.  We can add handwritten gift messages if desired.  Please ask for this at checkout   

 

Please allow up to 7 working days for your order.  We will do our best to get it to you as swiftly and safely as possible.  Delays may, however, occur due to Covid related postal delays  and public holidays.  We will email or text you  a confirmation of despatch, as your order leaves us.

 

Shipping costs and options are dependent on the cost and size of the items.  

 

For larger/ heavier / fragile items we will contact you after purchase to arrange delivery and costs of delivery.   Please note that if your delivery address is in a more remote region of the UK, and/or if  your item is large, heavy or especially fragile,  shipments with our lovely transport company may take that little bit longer to reach you,  only because delivery trips are often consolidated, in order to be more environmentally friendly and sustainable. After we have received your order we will be in touch with you directly to schedule a specific delivery day.

 

Please  make sure you have given us any specific delivery requests or useful information.  For example which floor you are on, how many flights of stairs/Is there a lift/Are there any parking restrictions outside the delivery address/can  the driver pull up directly outside the address?

Should your order not be successfully delivered to you and consequently returned to us, we regrettably would need to ask you to pay an additional delivery charge for a resend. If you need to make changes to your delivery date, please give us plenty of notice to avoid extra costs.

 

 

You are welcome to collect your order from Tom’s Room, we will contact you once we have received the order to arrange a collection time.  

(If the item isparticularly big and heavy, please bring an extra pair of hands with you when collecting in person!) 

Vintage/ Restored items.

Our vintage items  all have unique characters and signs of age, and may have small variations in colour and size from the images on the website; if in any doubt please don’t hesitate to contact us prior to ordering.

Payment and Security

All prices and payments are in pounds sterling and include VAT. The following credit and debit cards are accepted.

Accept credit / debit cards, iDeal and Pay Now by Klarna.

On-site payments have HTTPS/TLS data encryption.  

We will send you a confirmation email on receipt of your order, and we will email you on despatch with a tracking number.

 

Returns

If goods are found to be damaged on receipt please contact us immediately to arrange a return.  If goods are found to be faulty or defective you are entitled to a full refund or exchange. Where the defect is easily rectified,  we have the right carry out these works and remedy the problem.

You can return products for any other reason within 14 days of receipt of the order providing the product is in its original condition but you will bear the cost of returning the goods suitably packaged and insured; please obtain proof of posting on returning your order. The cost of the product will be refunded within 10 days of receipt of the return.

No refunds or exchanges can be given on bespoke items that have been made to your specifications unless there is a manufacturing fault or the items are not what you ordered.

If you wish to cancel your order after you have paid either a deposit or made full payment,  you may cancel within 24 hours of payment by emailing us, stating the reasons for cancellation.  

 

Privacy

We are committed to safeguarding and preserving your privacy.  When you make a purchase we need to collect certain information to fulfill your order. We do not sell, rent or otherwise distribute this information to any third parties for any purpose.  We do not store credit card details.  We will not disclose your details to anybody unless required by law to do so or unless you explicitly give us the authority to do so.

If you have signed up to be added to the mailing list,  you are agreeing for us to store your name and email address in our database and send you occasional emails. by clicking the ‘unsubscribe’ link in any emails we send you.

We would  occasionally like to use your name and email address to inform you of our future offers and similar products & to inform you of any changes to our business, website, services or goods and products. This information is not shared with third parties and you can unsubscribe at any time.

We are required under UK tax law to keep your basic personal data (name, address, contact details) for a minimum of 6 years after which time it will be destroyed. Your information we use for marketing purposes will be kept with us until you notify us that you no longer wish to receive this information.

Obviously we do our utmost to ensure that our server hosts are secure and fully accredited.  Unfortunately, we cannot be responsible for any illegal breaches that may occur.

 

Cookies

Cookies  provide information regarding the computer used by a visitor. We may use cookies where appropriate to gather information about your computer in order to assist us in improving our website.

We may gather information about your general internet use by using the cookie. Where used, these cookies are downloaded to your computer and stored on the computer’s hard drive. Such information will not identify you personally; it is statistical data which does not identify any personal details whatsoever.

You can adjust the settings on your computer to decline any cookies if you wish. This can be done within the “settings” section of your computer.

 

 

Contact us:

 

Our postal address is Tom’s Room, Angel Farm, Monks Alley,

Binfield Berkshire RG42 5PA

 

Tel Sarah: 07813174425        Sarah-Jane: 07976350813


If there is something you would like to know about a particular item please get in touch either by phone or email. We appreciate that buying online isn't easy and we will always do our best to talk through any query however small, plus it's lovely to talk to you in person!