Products
Disclaimer About The Use Of Our Products
Our products are not meant for human consumption, but strictly for technical use only. If it should come to our attention that a customer has used our products in contravention of our terms and conditions, that customer will be banned from making further purchases. If a customer should contact us with questions regarding the use of our products outside of the technical use intended by us, that customer may be banned from making further purchases.
Look up the legal status of our products in your location before you make an order.
A customer has to be of age (18 years old by Dutch law) to make a purchase from us. We reserve the right to deny purchase orders from underage customers.
Why Choose Your Ingredients?
If you’re looking for the finest natural ingredients for your soap crafting needs, thomthom is the right place for you. We’re not the cheapest vendor there is, nor are we trying to be. Our prime focus is to bring you the best natural aromas and dyes available anywhere. And in a market where quality varies wildly, we weed out the lesser products so that you don’t have to. We’ve partnered with local farmers around the world who take great care to select those few products that live up to our high standards. In our range you’ll find nothing but first class, natural ingredients.
You can learn more about the selection process for our products in our introduction to thomthom.
Are Your Products Lab Tested?
Yes they are. Our botanical ingredients are tested for heavy metals and pathogens on their site of harvest, by a certified, third party laboratory. Our products are also tested to confirm that they can handle shipping conditions, further ensuring our customers peace of mind in their soap crafting.
Shipping
What Are Your Shipping Options?
Our shipping options outside of the Benelux area are Tracked parcel by PostNL and DHL Express delivery. All shipping options are traceable*, and you will receive a tracking code when we’ve prepared your order. Other shipping options like UPS, DPD, DHL Parcel, Mondial are also available upon request.
What Is the UK Shipping And Import Tax Threshold?
Brexit brought back import taxes for goods shipped from the EU into the UK. This means that all goods above a certain price point are taxed. At the time of writing this threshold is £135 (roughly €150), shipping costs included. Orders with a total value below £135 will not be subject to import tax. Stay up to date on gov.uk.
Can I Track My Shipments?
Yes you can! All our shipments are tracked*. When your order has been prepared by us, you will get a tracking number by email.
Which Countries Do You Ship To?
We ship to all countries in the EU, as well as to the UK and to Switzerland. We do not ship to Norway.
How Long Until I Get My Package?
Orders placed with non-DHL shipping before 3:30 p.m. CET (GMT+1) on workdays are typically shipped the same day. International delivery usually takes 2–7 workdays.
For DHL Express, orders placed and paid before 1:30 p.m. CET (GMT+1) are shipped the same day. Delivery typically takes 1–2 workdays. Once your DHL shipment has been picked up, DHL will contact you with a more precise estimated delivery window.
All orders are shipped on workdays only—Monday through Friday.
Please note: under exceptional circumstances, such as a sudden surge in orders, there may be slight delays in shipping. We always do our best to dispatch orders promptly and appreciate your understanding.
How Do I Cancel Or Change My Order?
The cut-off time for PostNL-shipments is 3:30 p.m. CET (GMT+1). For DHL-shipments the cut-off time is 2:45 p.m. CET. If you want to make changes to or cancel your order, email us at [email protected] or [email protected] before the cut-off time of your order. See ‘How Do I Return A Product?’ below for information regarding our return policy.
I Never Received My Shipment. Now What?
In order for us to be able to reimburse or re-ship lost goods, the shipment needs to be insured, and all our shipments are insured.
Payment
What Payment Methods Are Accepted?
We accept card payment, payment by bank transfer or cryptocurrencies.
Orders & Returns
How Do I place An Order?
On the product page of the item you want to purchase, choose quantity and click ‘Add to cart‘. In the cart section in the upper right corner you can make a final review of your order and discard items should you want to. In the ‘View cart‘ section you can change the quantity of a product and add coupons. When you’re ready, proceed to the ‘Checkout‘ section found in your cart. In the checkout, fill in your billing details and choose your method of payment. While you’re here you can also write order notes that will be read by us upon preparing your order. Read and agree to our terms and conditions before you go on to ‘Place order‘ to make your payment. Fill in the payment details requested – and you’re done!
Do I Need An Account To Place An Order?
No, you don’t need an account to place an order. See ‘Why Should I Get An Account And Become A Member‘ for information regarding membership benefits.
How Do I Track My Order?
You will receive an email with the tracking code and link to where you can trace it. If anything is unclear, contact [email protected].
How Do I Return A Product?
You can always return your order within 14 days after receiving it. You are entitled to refunds of unused and unopened products. You are entitled to your refund within 30 days of receiving your order.
Contact us at [email protected] or [email protected] to receive return address.
Membership & VIP
Why Should I Become A Member And What Is VIP-membership?
When you create an account, you become a member of thomthom.io. As a member, you can view your recent orders and manage your shipping and billing addresses through your account dashboard.
Previously, our VIP program was managed under the former Swedish administration. However, it was discontinued the them before the transition to the .IO platform. At this time, we have not yet decided how to reintroduce a loyalty program, as we are currently assessing the new situation—including increased export costs from Indonesia and higher import costs into the EU.
We truly appreciate your patience and understanding as we work toward a sustainable solution that benefits our most loyal customers.
How Do I Know I’m Getting The VIP Discount?
First, you won’t be bothered by the announcements and banners on the site anymore. Then, at the product page, the cart and at checkout you will see the discount applied when the sum of your order is calculated.