As we are all aware, these are some difficult times with countries asking people to stay at home and shops closing everywhere.
During these unprecedented times, we will remain OPEN. Online retail is not affected by the closure rules and Tomü will trade as normal. We are working hard to minimise the effects of restrictions, border checks and delays in shipping.
Due to restrictions imposed by some countries, on individual basis, some parcels could face longer than normal transit times. We are working with a number of couriers, country dependent to improve the speed and delivery times of our parcels. Please be aware due to flight restrictions, plane cancellations and tighter custom border checks, some parcel could face delays in transit. We will provide full tracking details as normal.
All tracking numbers we provide are genuine, offered by couriers, but some could face delays in updating due to slower than normal transit times and courier availability
Lost or severely delayed parcels
If any parcel is delayed for long period of time, and courier fails to update us or cannot find it, we will offer a replacement as soon as possible. We are tracking all parcels, daily and any issues are being sent to couriers for investigation. Some couriers could take longer than normal to track or trace lost or misplaced parcels. We will require courier confirmation before we can proceed with a replacement as many parcels will be located and get delivered after courier searches.
Does Covid-19 spread through parcels:
World Health Organisation has mentioned that the virus is not active on parcels, packages and surfaces for more than 2-3 hours. We are checking all our workers daily, and taking extra cleaning and protection measures to keep all workers safe.
As the parcels travel in different warehouses, are handled by different couriers and people, please Wash Your Hands after receiving, opening or handling the parcels and use hand sanitiser where possible to minimise the spread or risk of infection.
We are working hard to answer all your customer support enquiries. All our customer support team has been remote, working from home. As we experience a higher than normal enquiry rate, please be aware that some emails could be answered with delays. We are doing our best to keep the same level of excellent support and to answer all your enquiries as soon as possible.