Order Status
Returns
How Can We Help?
Why can't I add an item to my cart that appears to be in stock?
If a size can't be added to your cart, it is unfortunately unavailable. Our website is in the process of updating to mark unavailable items as sold out. We apologise for any inconvenience.
I am having a hard time completing my order. What can I do?
Please try clearing your browser cache and cookies and try to check out again. Feel free to reach out to our customer service team with your email address, device, and browser type for further assistance.
How do I redeem my TOMS® Gift Card?
Redeeming your TOMS® Gift Card is easy! Simply enter the 16-digit code (exactly as shown - including the dashes) in the box labeled "TOMS Gift Card" at Step 2 of checkout, then hit "Apply" before submitting your order. If redeemed properly, you will see the discount reflected in the total on the right side hand of your screen.
How do I know if my order was placed successfully?
After your order is submitted, you will be directed to an order confirmation page with your order number. You should also receive an email confirmation shortly after your order is submitted. If you have any issues with this, please contact our customer service team.
Can I cancel an order once it has been placed?
Once we have accepted an order, we cannot stop the shipment of product(s) to you. However, once you have received the products you ordered, you may return any of the product(s) within 30 days of the date of purchase in accordance with our returns policy or cancel your entire order within 14 days of the date of receipt of your product(s) and return all of the products back to us in accordance with your rights at law. Please refer to our Returns Questions for details.
You are responsible for providing correct delivery address and contact information. If you entered an incomplete/incorrect address when placing your order, we cannot guarantee you that we are able to update the address with our delivery/shipping partner. Please contact our customer service team for support.
We offer the following payments options for orders that will be shipped to the United Kingdom:
- American Express
- Diners Club
- Discover
- Klarna - Financing
- Klarna - Pay in Parts
- Klarna - Pay Later
- Klarna - Pay Now
- Maestro
- Mastercard
- PayPal
- UnionPay
- Visa
For more details on our Klarna Buy Now, Pay Later offering, you can view the Klarna section on this page.
We offer express checkout options through:
- Apple Pay
- Google Pay
- PayPal Express
- Shop Pay
Express checkout options are dictated by the cards that you've setup in your express checkout wallet, as well as the payment options that we can process. View the Payments - Options section for an overview of all the payment options that we accept.
When you choose Klarna at checkout, you’ll get the option to shop now and pay later for your purchase. For more details on Klarna payment options, requirements and terms & conditions, see our dedicated Klarna page.
How long does it take for my order to ship once it is placed?
UK Standard delivery is 5-6 business days.
EU Standard delivery is 1-3 business days.
Please continue to monitor your delivery by checking your tracking number for the latest updates. Please note that your delivery may be slightly delayed during holidays/peak seasons.
You will receive a tracking number along with a shipping confirmation email once your order ships.
Please note that delivery timings are estimates only and not guaranteed.
Which delivery options do I have to choose from, and how much does it cost?
We offer delivery to home addresses, and to local pick-up points, where available through our carriers. We encourage our customers to choose pick-up point delivery, when possible, as it’s the more sustainable option.
Prices may vary depending on location, and you will see the delivery options and prices on our check-out page.
Do you ship internationally?
We deliver to Belgium, France, Germany, Luxembourg, The Netherlands & UK. We do not deliver to BFPO addresses or Channel Islands.
If you would like to ship your order to Belgium, France, Germany, Luxembourg or The Netherlands, please select one of those countries through our country selector, before continuing to checkout.
Where’s My VAT Invoice?
At TOMS.com, we’re focused on making your shopping experience as easy as possible. Our website is designed specifically for consumers (B2C), so we don’t automatically send invoices after your purchase. As a Dutch-registered company using the VAT One-Stop-Shop (OSS) scheme, this means that for all our sales within the EU, we follow Dutch VAT invoicing rules. Under Dutch law, there’s no obligation to issue an invoice for sales to consumers unless you ask for one.
If you’re shopping from the UK, please note that while we do not send invoices for B2C sales, we ensure compliance with UK VAT rules.
If you ever need an invoice, no worries—just reach out to our customer service team, and we’ll be happy to provide one for you.
What is your return policy?
Our return policy is 30 days from the purchase date unless stated otherwise. Items must be unworn, with labels attached, in original packaging, and in saleable condition. We will refund the purchase price (excluding original shipping costs) unless the items show signs of excessive wear. Exchanges are not available. For wrong or damaged products, submit a claim here before returning anything.
You can start a return on our return portal by clicking here.
When will my return be processed?
UK returns can take up to 14 working days to reach our Netherlands warehouse. Once received, we process them within 3-5 working days. Returns are processed and refunded individually, which may occur on different days.
During SALE and bank holidays a delay might occur.
What is my right to cancel?
In the United Kingdom, you have the legal right to cancel an order placed online, by phone, or by mail under the Consumer Contracts Regulations 2013. This right allows you to cancel your order within 14 days of receiving the goods, without needing to provide a reason. Upon cancellation, you must return the goods within 14 days, and TOMS is obligated to refund the cost of the goods, including standard delivery charges, within 14 days of receiving the returned items.
Pre-Treatment
For basic textiles we recommend pre-treating with a textile protective spray. For suedes and leathers, we recommend pre-treating with a suede and leather protective spray. We do not recommend pre-treating delicate fabrics (glitter, glimmer, lace, crochet, etc.) or faux fur or shearling materials.
With any pre-treatment, test first on an inconspicuous area to make sure there is no discoloration, then follow the manufacturer’s instructions on the product.
Storage
To prolong the life of your shoes, store them outside of direct sunlight in a cool, dry environment.
Cleaning
Caution: We do not recommend machine washing your shoes as it may compromise the integrity of the product. We do not recommend applying direct heat to your shoes, or placing non-waterproof footwear under running water.
When attempting to clean your shoes, we always recommend testing the cleaning process in an inconspicuous area first to ensure there is no discoloration. Once cleaned, we recommend air drying your shoes in a cool, dry environment—away from direct sunlight. Gently stuffing the shoes with paper can help maintain the shape as they dry.
- Canvas or Basic Textile: Use a damp cloth and rub gently with lukewarm water and mild soap.
- Leather/Synthetic: Use a damp cloth and rub gently with lukewarm water and mild soap.
- Suede: Use a suede brush to gently brush dirt away. We do not recommend using any water.
- Faux Fur/Shearling: Use a loose bristle hair brush to gently brush the material. If needed, use a damp cloth and rub gently with lukewarm water and mild soap. Once dry, gently brush to fluff up the material.
- Injected EVA (Kids Rompers): Use a damp cloth and rub gently with lukewarm water and mild soap.
What type of material does TOMS® use for insoles?
All styles utilize insoles made of microfiber, textile, faux shearling or other materials.
What is Ortholite®?
Ortholite® is a high-performance, lightweight insole that offers unmatched comfort and eco-friendly elements. That means more comfort for you, and less impact on the planet.
All OrthoLite® insoles are:
- Lightweight and high-performance
- Breathable
- Durable
- Odor-resistant
- Washable
- Made with recycled and sustainable materials, like recycled rubber and bio-oil derived from castor plants.
What size shoes should I order?
TOMS® generally run true to size. We recommend ordering the size you normally wear in a casual or dress shoe. If you're typically in-between sizes, we recommend going with the smaller one since TOMS™ will stretch slightly as you break them in.
As the shoes are marked with US sizes, order your UK size and you'll receive a pair printed 2 sizes bigger in women's shoes. The letters W on the insoles refer to women's. You'll receive a pair printed 1 size bigger in men's and kids' shoes. The letters M on the insoles refer to men's. The letters Y to youth and the letters T to tiny.
Size charts can be found on all of our product pages.
Will my TOMS® stretch?
Your TOMS® Alpargatas will most likely stretch with wear. They should fit snug out of the box with your toes touching the end. After a few hours of wearing, they will stretch slightly to conform to your feet.
The fit of your TOMS shoes may vary depending on the style and material. Leather shoes may require some wearing in and may stretch slightly with wear.
If you are unsure whether or not they will fit, please try your TOMS® on a carpeted surface before removing the labels, as we do not accept returns on shoes that show any wear or use.
For damaged or defective products, submit your warranty claim here. If you believe your TOMS® shoes are defective within 12 months of purchase, include the requested information with your claim form. This warranty excludes fair wear and tear, wilful damage, abnormal storage, alterations, repairs, improper fit, or unreasonable use.
We will review your claim and confirm the outcome via email. If more information is needed, we will contact you. Provide any requested information within 30 days, or your claim will be closed. If you purchased your product(s) from a retailer, please contact them directly for information on any warranty they may offer.
At TOMS®, we like to talk to our customers, and we want to make it as easy as possible for you to reach us with all your order-related inquiries.
Our goal is to provide you with an enjoyable, memorable experience while shopping with TOMS. Please use one of the methods at the bottom of this page to reach us now.
If you happen to reach us when we are offline, simply submit your inquiry and we'll get back to you as soon as possible.
Customer Service Holidays
- 21 Mar - Thu
- 29 Mar - Fri
- 1 Apr - Mon
- 27 Apr - Sat
- 1 May - Wed
- 17 Jun - Mon
- 9 Aug - Fri
- 24 Sep - Tue
- 16 Dec - Mon
- 25 Dec - Wed
- 26 Dec - Thu
How was TOMS® started?
TOMS® was built on the belief in a better tomorrow. In 2006, our founder Blake Mycoskie pioneered the One for One® model after an inspiring trip to Argentina, where he met many children who did not have shoes. Since then, our community has helped provide shoes, sight and safe water to more than 105 million people around the world.
Today, our model has evolved. We now give ⅓ of our profits for good—including giving cash grants and forming deep partnerships with community organizations to drive sustainable change. Learn more about (Y)our Impact.
Is TOMS® a non-profit organization?
TOMS® is a for-profit company with impact at its core. In fact, our mission is to use business to improve lives. We work with non-profit community organizations (we call them Impact Partners) to create impact, which you help generate through each of your purchases.
I want a job at TOMS®. How do I apply?
Here at TOMS, we are united by the belief that an equitable world is possible. Our employees are a passionate, diverse, and highly collaborative group of individuals helping to turn this vision into a reality. If that sounds like your kind of place, we invite you to get in touch. View open positions here.
Who is Tom?
There is no "Tom." TOMS is actually short for Tomorrow’s Shoes. Because with every purchase, you help build a better tomorrow.
How does TOMS® work with its manufacturers to adhere to human rights standards?
Corporate responsibility is very important to us at TOMS®. To help our manufacturers adhere to human rights standards, we've developed a comprehensive Supplier Code of Conduct and work through our internal team and respected third parties to meet such standards. For more information on our comprehensive program, please visit our Corporate Responsibility page.
What does TOMS® give?
At TOMS, we believe every single individual deserves access to quality, affirming mental health care. It’s why TOMS has evolved its strategy to give a third of our profits to help support organisations making meaningful mental health strides in their communities.
How much does TOMS give?
We give as much as we can while maintaining a sustainable for-profit business —and we strive not to let that number dip below 33%. In other words, we contribute at least ⅓ of our annual net profits to grassroots good. You can find more details about our latest giving in our impact report. You can find more details about our latest giving in our impact report (our impact page).
Does TOMS® still do One for One®?
TOMS is in business to improve lives. This mission has been at the heart of who we are since our start in 2006. Merging profit and purpose, we reimagined a new way of doing business. As the pioneers of the One for One giving model, we’ve evolved our strategy to now give a third of our profits to help support organisations making meaningful mental health strides in their communities.
What happens to the give if I return my TOMS product?
Because our giving fund is based on annual net profits, returned products do not contribute to the fund overall.
Are you currently receiving submissions for new partners?
We are always happy to hear about organizations having an impact on the ground in the areas of ending gun violence, mental health, and access to opportunities. Please feel free to submit new partner suggestions to giving@toms.com. Your suggestions will be reviewed and considered as we continue to give 1/3 of our annual net profits for grassroots good.
So, what’s a B Corp™ anyways?
Certified B Corps™ are for-profit companies that use business as a force for good, and we’re proud to be part of a community of businesses that are committed to building a more inclusive and sustainable economy.
As a Certified B Corp™ we’re legally permitted to consider the impact of our decisions on our workers, customers, suppliers, community, and the environment. We also get a new score every 3 years, which includes all the ways in which we can improve. So, we’re B Corp™ certified but far from finished.
When and how did TOMS® become B Corp certified? How does it work?
TOMS® became B Corp™ certified in 2018. Certified B Corps™ achieve a minimum verified score of 80 points on the B Impact Assessment—a rigorous assessment of a company’s impact on its workers, customers, community, and the environment. This assessment is overseen by B Lab’s ® Independent Standards Advisory Council. Once certified, B Corps™ amend their governing documents so that, by law, the decisions of their boards take into account an impact on employees, customers, society, and the environment.
What's TOMS’ score?
In 2021, we received a score of 121.5, which is 25.2 points higher than our score in 2018.
Along with other B Corps™, we need to maintain or improve our score every three years to keep our certification. In 2022, TOMS was again awarded Best for the World in the Community category - an award signifying TOMS being in the top 5% of B Corps of our size in the Community Category. The environment is a key area we improved in and a place we will continue to focus. You can see our full score breakdown on the B Corp™ website. You can find more details about our latest giving in our impact report (our impact page).
What is TOMS’ stance on environmental sustainability?
While social impact is our main focus, we believe that improving lives also means taking care of the place we all call home. Environmental sustainability is a collective responsibility and we are committed to doing our part.
We take a holistic approach to sustainability, which means that we extend our ethical and eco-conscious practices throughout our business. We are committed to making choices that benefit our customers, employees and our planet—from the materials and vendors we choose to the steps we take to get each product to you. We’re excited to share our journey with you. Learn more here.
How is TOMS becoming more sustainable?
Our sustainability journey is just that—a journey. And we’re excited to share every step of it along the way, from our current efforts to our future goals. As a starting point, we are committed to:
- Improving our B Corp score with each re-certification (every 3 years).
- Sourcing 100% sustainable cotton by 2025.
- Continuing to source 100% of our product packaging from sustainably managed forests and have it comprised of 80%+ recycled materials.
- Reducing our carbon footprint year over year and sharing our progress.
- Transparent reporting
We also partner with best-in-class organizations to evaluate our progress, including:
B Corp — We’re proud to have become B Corp certified in 2018. Our B Corp certification recognizes our commitment to the highest standards of social and environmental performance, transparency, and accountability. We re-certified in 2020 and improved our score by 25.2 points. The environment section was our greatest area of improvement - going from 11.8 to 22.4
Fair Labor Association (FLA) — Membership with FLA is an advanced recognition of a company's labour compliance programme. It helps TOMS make better policies that benefit both the workers and the planet. Additionally, we are in the process of becoming accredited with the FLA.
Leather Working Group (LWG) — LWG certifies leather manufacturing facilities based on environmental performance in areas such as water and energy use, air emissions, and waste. Through our partnership with LWG, we source 100% of our leather from gold and silver-rated LWG leather manufacturers.
Canopy — being committed to Canopy’s conservation standards encourages us to continue to source all wood-based material we use from sustainably managed forests. See our Sustainable Forest Commitment and full policy.
What is TOMS’ carbon footprint?
We’re working on measuring our carbon footprint baseline and will share our results and our plans for improvement.
What is TOMS doing to reduce waste in its packaging?
We have updated our packaging in 2020 to reduce its impact on the environment.
Our boxes are made from Forest Stewardship Council (FSC) certified paper. Being committed to Canopy’s conservation standards encourages us to continue to source all wood-based material we use from sustainably managed forests.
Our product packaging is made with 80%+ recycled material and uses soy-based inks. In our packaging redesign, we are reducing the amount of cardboard in each box and are switching to 90% recycled tissue paper.
The TOMS hangtag is made from 100% recycled kraft paper and uses soy-based inks. In our packaging redesign, we are reducing the size of the hangtag by 59%.
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Other Questions?
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