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Where’s my stuff?

Enter your tracking number above to track your package. Tracking information can be found on your shipping confirmation email.

What is your return policy?

We accept unworn, unwashed and unaltered items purchased directly from TOMS.com that we receive within 30 days of your order date. Please account for the time it takes for the carrier to ship your item(s) to our warehouse in Dallas, Texas. When initiating your return, you will be asked if you’d like your refund posted to the original payment method for your order or in the form of store credit to use on TOMS.com. If you elect to have your refund returned to your original payment method, you will be charged a $4.99 restocking fee. If you select store credit, the restocking fee will be waived. Shipping charges are not refundable. Gift Cards (both physical and digital) and other items marked “All sales are final – No returns” are FINAL SALE and are not eligible for return or exchange. Please see “How do I return an item?” within Returns Questions below for further details.

What are final sale items?

We price items at such a great deal for a limited promotional period and designate “All sales are final – No returns” on the product detail page. These items cannot be returned or exchanged.

Do you offer exchanges?

We currently offer exchanges for the same item in a different size. If you would like to exchange for a different item, please follow the returns process and place a new order. Exchanged items must be unworn, unwashed, unaltered*, purchased directly from TOMS.com and need to be received at our warehouse within 30 days of your order date. As soon as we receive your return, your exchange order will be processed and shipped out to you. You won’t be charged for shipping or any additional costs. Due to constantly changing inventory, we cannot guarantee availability, so we encourage you to return your exchange item as soon as you can. To start an exchange, visit our Returns Portal.

How much does shipping and handling cost?

Can I check the remaining balance on my TOMS® Gift Card?

Yes! Click here to check your remaining Gift Card balance.

Gift cards are only redeemable at TOMS.com. This card may not be exchanged for cash, unless required by law. Lost, stolen or damaged cards will not be replaced. Gift cards are non-refundable.

Do you offer price adjustments?

We are committed to offering you exclusive offers on our latest styles, which may change on a daily basis. Due to our constantly changing promotions, we currently do not offer post-purchase price adjustments.

Orders

What forms of payment does TOMS.com accept?

We accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Klarna, TOMS.com Gift Cards, and TOMS.com store credit. We do not accept checks or cash at this time. If you pay with a TOMS.com Gift Card or store credit, you can pay the balance of your purchase with a credit card, PayPal, Apple Pay or Klarna.

I received an error message when trying to check out. What does this mean?

Please verify that the billing information you have entered is the same as the information that your credit card issuing bank has on file. If you enter billing information that varies from what your bank has on file, your order will not go through.

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 Gift Card Code in the field marked “Discount code or gift card” in checkout, then hit “Apply” before submitting your order. If redeemed properly, you will see the gift card balance reflected in the total at the bottom of your screen. Please see our Terms of Sale for more information on TOMS® Gift Cards.

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. If you’ve reached this page, we’ve received your order and we are either reviewing your payment information or your order is ready to be processed. You should also receive an email confirmation shortly after your order is submitted to confirm that we received it. Once your order is shipped, you will receive an email confirming shipment.

When will my order be processed?

Orders are processed and shipped Monday through Friday, within 1 to 3 business days of the order date. Please note that we do not process orders on weekends and major holidays. All processing times are estimates and may be subject to change.

Can I cancel an order once it has been placed?

In an effort to get our shipments to our customers as quickly as possible, your order cannot be canceled or modified once it is placed. However, you may be able to return your items to us once you receive them. Please refer to our Returns Questions for details.

Need assistance shopping on our site?

TOMS.com is committed to accessibility for all. We are working towards meeting all WCAG 2.0 AA standards, but we recognize we are not there yet. Read more about our commitment to accessibility. If you are in need of immediate assistance, please call us at (800) 975-8667.

Do you restock shoes that are sold out?

Most of our styles are seasonal or limited editions; this means that once they sell out, they will not be restocked. However, some of our classic styles are frequently restocked.

How can I get a gift receipt?

We do not offer standalone gift receipts at this time, but the packing slip in your package does not display pricing and can be used as a gift receipt.

Klarna

Monthly financing through Klarna is issued by WebBank. Other CA resident loans are made or arranged pursuant to a California Financing Law license.

What is Klarna?

Klarna and TOMS have partnered to provide flexible online payment options for TOMS shoppers through “Buy now. Pay later.” More information is available on Klarna’s website.

How does pay in 4 interest-free installments work?

Pay in 4 interest-free installments, offered through Klarna, offers you short-term installments that let you spread the cost of a purchase, with no added cost when you pay on time or hassle. Four equal payments are automatically collected bi-weekly from your debit or credit card. The total amount charged to your card is no greater than if you simply paid for the entire purchase up front (provided the agreed payment schedule is followed). Learn more about Klarna’s payment methods on their website.

I returned my pay in 4 interest-free installments purchase, what happens next?

Klarna will refund any payments already made back to the original payment method.

I returned part of my pay in 4 interest-free installments purchase, how does that affect my remaining installments?

Klarna will update the total balance. Any remaining payments are automatically adjusted in the case of partial returns (starting from the last installment and moving forward). Any payments already made will be refunded back to the original payment method.

Is there a late fee for pay in 4 interest-free installments?

If a payment fails, Klarna may charge a late fee of up to $7 per installment. If payment fails, Klarna will send an email notification with instructions to update your payment method before charging the late fee.

Will Klarna’s Buy Now. Pay later. impact my credit score?

Klarna does not perform a hard inquiry with the credit bureaus, so your credit score won’t be impacted if you pay with Klarna at TOMS.

How do I contact Klarna?

You can reach Klarna’s Customer Service team by phone at 844-KLARNA1 (844-552-7621) between Monday-Friday 8am-6pm EST. You can also chat Klarna 24/7 when you log into the Klarna App. Visit Klarna’s Customer Service page for additional information.

Returns

What is your return policy?

We accept unworn, unwashed, and unaltered items* purchased directly from TOMS.com that we receive within 30 days of your order date. Please account for the time it takes for the carrier to ship your item(s) to our warehouse in Dallas, Texas. When initiating your return, you will be asked if you’d like your refund posted to the original payment method for your order or in the form of store credit to use on TOMS.com. If you elect to have your refund returned to your original payment method, you will be charged a $4.99 restocking fee. If you select store credit, the restocking fee will be waived. Shipping charges are not refundable. Gift Cards (both physical and digital) and other items marked “All sales are final – No returns” are FINAL SALE and are not eligible for return or exchange. Please see “How do I return an item?” below for further details.

*Any product(s) that have been altered after delivery will not be accepted for return, including footwear or any other item(s) purchased from TOMS that have been customized with TOMS shoe tattoos. (TOMS does not take responsibility for other items where TOMS shoe tattoos have been applied – including but not limited to computers, leather goods, phone cases, water bottles, etc.) After applying TOMS shoe tattoos to any footwear or other item purchased, the item is considered final sale and non-returnable.

45 Day Satisfaction Guarantee

At TOMS, we stand behind our products. If for any reason you are not satisfied with a TOMS product that you have purchased from us or one of our authorized sellers in the United States, you may request a refund or credit within 45 days of the date of purchase.

Please note that we are unable to control the quality of TOMS products sold by unauthorized sellers. Therefore, unless otherwise prohibited by law, the Guarantee is not available for products purchased from unauthorized sellers, including unauthorized internet sites. The Guarantee is also limited to original, end-user purchasers in the United States.

All items marked as Final Sale are not eligible for the 45 Day Satisfaction Guarantee.

How to Submit a Claim

To submit a Guarantee request, please contact TOMS Customer Service at 800-975-8667 and have information available regarding where and when you purchased the product. You may also be asked to provide valid proof of purchase, submit photos of your product and its packaging, mail your product to TOMS, or provide other information to assist TOMS in processing your request. You must submit your Guarantee request within 45 days of the original date of purchase. If you are asked to mail your product to TOMS, you must return the item at your own cost. TOMS does not pay or compensate for return shipping costs.

Guarantee Guidelines

TOMS reserves the right to verify information, require a valid proof of purchase, and deny Guarantee requests at its discretion in cases of suspected fraud or where TOMS concludes that the purchaser has abused the Guarantee. TOMS may amend or terminate the Guarantee at any time without notice.

What are final sale items?

What if I am outside the contiguous United States?

If you are outside the contiguous United States (i.e. Alaska, Hawaii, Puerto Rico, APO/FPO or another U.S. territory), you may return unworn, unwashed and unaltered items*. Any such return must be received at our warehouse within 30 days of your order date or it will not be accepted. We do not provide a return shipping label if you are outside the contiguous United States

Mail your return to:

RETURNS TOMS C/O Cart.com

10300 Sanden Drive, Suite 100

Dallas, TX 75238

What about my refund?

Items should be returned within 30 days of your order date. When initiating your return, you will be asked if you’d like your refund posted to the original payment method for your order or in the form of store credit to use on TOMS.com. If you elect to have your refund returned to your original payment method, you will be charged a $4.99 restocking fee. If you select store credit, the restocking fee will be waived. Shipping charges are not refundable. In order for you to receive your refund back to your original payment method, you must return your item within 30 days of your order date.

RAPID REFUNDS: For eligible orders, your refund will be issued once dropped off and scanned by the return carrier. Eligible refunds are issued immediately.

Please allow 24 hours for store credit. Some banks may take up to 10 business days. Refunds for some customers can take up to 30 days.

If refunded items have not been received by TOMS, a warning email will be sent at 30 days of a potential re-charge. After 45 days, a re-charge for the items not returned may be applied to the original form of payment.

If you paid with a TOMS.com gift card or TOMS.com store credit, you will receive the money back as TOMS.com store credit. Your TOMS.com store credit will go back into your TOMS.com account. Don’t have an account? Use the same email address you used to make your original purchase to Create an Account. Please see our Terms of Sale for more information on TOMS.com store credit, including details and restrictions. If you paid via PayPal, your refund will be issued back to your PayPal account. If you paid with a credit or debit card, your refund will be issued back to your card. The time it will take for your refund to post to your bank account, PayPal account or credit card will vary. Please note that your refund will appear as an individual credit for each item returned, so you may see multiple credits on your credit card/bank/PayPal statement if you are returning multiple items. Refunds are processed based on applicable items and tax charges. We do not refund original shipping charges.

How do I return an item?

Unworn, unwashed and unaltered item(s)* may be returned. Follow the steps below and note that we must receive your item(s) in our Dallas, Texas warehouse within 30 days of your order date. Items marked as FINAL SALE are not eligible for return.

Step 1

With your order number and billing or shipping zip code handy, visit our Returns Portal.

Step 2

Follow the instructions to print your UPS return label.

Step 3

Package the unworn item(s), including the return form, and bring the package to any authorized UPS location. Once received, it will take some time to process your refund, minus any original shipping charges. This time may be extended during busy holiday or sale periods throughout the year. The time it will take for the refund to post to your bank account, PayPal account or credit card varies.

Do you offer exchanges?

Do you refund original shipping charges?

Refunds are processed based on applicable items and tax charges. We do not refund any original shipping charges.

How do I return a gift I received?

We are happy to refund gifts purchased on TOMS.com in the form of a TOMS.com store credit. To start a gift return, please contact us and make sure that you have the original order number and shipping zip code, or billing last name ready. If you do not have that information, don’t worry—we can help dig that up for you. Please note that TOMS.com store credit does not expire. Please see our Terms of Sale for more information on TOMS.com store credit, including details and restrictions.

Does TOMS provide a return shipping label?

We provide a return shipping label if you are within the contiguous United States.

When initiating your return, you will be asked if you’d like your refund posted to the original payment method for your order or in the form of store credit to use on TOMS.com. If you elect to have your refund returned to your original payment method, you will be charged a $4.99 restocking fee. If you select store credit, the restocking fee will be waived. Shipping charges are not refundable.

Need to return something? Start your return.

If I return my purchase, does TOMS take something it has given away?

We accept returns within the timeframe noted in our Return Policy. We start planning our giving with our Impact Partners after the return timeframe passes. This allows us to determine the final sales and move forward with our giving accurately.

What if I lose my TOMS Gift Card?

Please treat your TOMS Gift Card like cash. Unfortunately, we are not responsible if your Gift Card is lost, stolen or if anything else happens to it. Also, TOMS Gift Cards do not expire. Please see our Terms of Sale for more information on TOMS Gift Cards.

Do TOMS Gift Cards have any restrictions?

Yes, our Gift Cards have some restrictions, including:

You may not use coupons and other discounts or promotions to purchase Gift Cards;

Gift Cards cannot be used to purchase other Gift Cards;

Gift Cards are Final Sale and not eligible for return; and

Gift Cards may only be applicable to purchase certain products or services on our website, or they may exclude the purchase of certain products or services. Please see any applicable restrictions noted on your Gift Card or the applicable product(s) or promotion(s) for further details.

Please see our Terms of Sale for more information on TOMS Gift Cards.

What if I lose my TOMS store credit?

TOMS store credit is stored in your account, so you won’t lose it. If you have TOMS store credit, simply log in with the same email address under your account, add items to your bag and click on the ‘Apply Store Credit’ button during checkout. Store Credit does not expire and we do not charge any additional fees in connection with your use of your store credit. Please see our Terms of Sale for more information on TOMS Gift Cards.

Can I transfer my TOMS store credit to someone else?

Store credit is non-transferable and is for your use only. Please see our Terms of Sale for more information on TOMS Gift Cards.

My TOMS shoes/eyewear/apparel/accessories are defective. What should I do?

If the product(s) you purchased are damaged or otherwise show material or manufacturing defects, please submit your warranty claim here.

If you believe that the TOMS shoe products you purchased are defective with regard to materials and workmanship within 60 days of the date of purchase, please make sure you submit the requested information with the claim form.

Please note that this warranty does not apply to fair wear and tear, willful damage, abnormal storage, alterations, repairs, improper fit, scratched lenses (for eyewear) or improper/unreasonable use.

We will review your warranty claim once we have all the requested information and we will confirm the outcome via email. Should we notice that your claim is incomplete, or we require additional information, we will contact you. Please note that all additional information requested needs to be sent to TOMS within 30 days of initial request, otherwise 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.

Shipping

Where’s my order?

Use the Track Order button above to log into TOMS.com and view your order status. Make sure you use the same email address that you used to place your order. Additionally, tracking information can be found on your shipping confirmation email.

Does TOMS ship to P.O. Boxes or Military APO/FPO addresses?

Yes, we can ship to P.O. Boxes with Standard shipping. Unfortunately, we cannot ship to P.O. Boxes if an order contains more than three items. Additionally, we ship to Military APO/FPO addresses.

How much does shipping and handling cost?

Shipping and handling costs may vary depending upon the rates offered by our shipping carriers and promotions we may run. Please check TOMS.com for current shipping rates and/or any promotions we may be offering. TOMS reserves the right to change its shipping policies at any time. The shipping methods offered during checkout will differ based on your shipping address and number of items being ordered.

All delivery dates and times are not guaranteed and are estimates provided by the carrier. Please note that orders are processed and shipped Monday through Friday, within 1 to 3 business days of the order date. If you have a delivery question, you may contact the carrier directly:

UPS: 1 (800) 742-5877

USPS: 1 (800) 275-8777

When will my order be processed?

Does TOMS ship internationally?

TOMS.com does not ship orders to international addresses.

However, if you would like to ship internationally, please use the country selector to visit our international websites:

North America: Canada, Mexico

Europe: Belgium, France, Germany, Luxembourg, Netherlands, United Kingdom, Greece, Spain, Switzerland

Asia: India, Singapore

Australia: Australia

Product and Sizing

My TOMS shoes/eyewear/apparel/accessories are defective. What should I do?

If the product(s) you purchased are damaged or otherwise show material or manufacturing defects, please submit your warranty claim here.

Please note that this warranty does not apply to fair wear and tear, wilful damage, abnormal storage, alterations, repairs, improper fit, scratched lenses (for eyewear) or improper/unreasonable use.

If you purchased your product(s) from a retailer, please contact them directly for information on any warranty they may offer.

What size shoes should I order?

TOMS shoes run true to size, and are available in medium and wide width. We make sizing recommendations per style on each product page. If you’re typically in-between shoe sizes, we recommend going with the smaller one since TOMS will stretch slightly, as they’re broken in.

Will my TOMS Shoes stretch?

Depending on the upper material and shoe style, your TOMS shoes will most likely stretch slightly with use. They should fit snugly out of the box. After a few hours of wearing, they will likely stretch slightly to conform to your feet. If you are unsure whether or not they will fit, please try your TOMS on a carpeted surface to see how they stretch as we do not accept returns on shoes that show any wear or use.

What type of material does TOMS use for its insole covers?

All styles utilize insoles made of cotton canvas, microfiber, textile, faux shearling or other materials.

What is CloudBound™?

TOMS Exclusive CloudBound™ foam insoles are designed to be a lightweight, pillowy, breathable bed for your feet to transform the way your foot feels upon impact. Made with premium materials and meticulous engineering, CloudBound™ offers next-level comfort and support. Features include:

Lightweight Comfort
Breathable
Durable
Odor-resistant
Machine Washable
Made with recycled and sustainable materials, like recycled PU foam, bio-oil and recycled rubber

I found TOMS® products for sale on an auction website. Are they authentic?

TOMS® does not sell directly on any auction website. Any items purchased from an auction site are purchased at your own risk. Auction websites do not guarantee the authenticity of the products sold on their sites. For this reason, there may be counterfeit goods available through auction sites, despite language that the item is genuine or authentic.

How do I care for my TOMS® eyewear?

Your eyewear comes with a TOMS® flag lens cloth for cleaning; using it will preserve the quality of the lenses. Hand wash and air-dry the cloth regularly. To avoid damage, do not clean your glasses with paper towels or clothing, which can leave scratches. Avoid using household detergents or soaps. Please store your TOMS® eyewear in its protective case to help minimize accidental mishandling.

Where does TOMS® manufacture its products?

TOMS® products are manufactured in various countries. View our suppliers list.

Where is TOMS® eyewear manufactured?

TOMS® eyewear is manufactured in China and Cambodia.

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.

How to Care for TOMS Footwear

How do I care for my TOMS® shoes?

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 offer a leather and suede pre-treatment spray on our website.
We do not recommend pre-treating delicate fabrics (glitter, glimmer, lace, crochet, etc.) or faux fur/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 unless the product is labeled as machine washable. 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.
TOMS offers cleaning wipes on our website to wipe off dirt and stubborn stains.

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.

TOMS Shoe Tattoos

About TOMS

TOMS Impact

TOMS Environmental Sustainability Approach

TOMS is a Certified B Corporation

Press and Media

Rewards