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How much does shipping and handling cost?

Shipping costs vary with every order. All shipping options and costs will be calculated for you in the “Shipping Information” section during checkout. Shipping costs will be calculated based on weight of package, shipping location and other various UPS charges.

What is the fastest way to contact us?

Our Live Chat! Just click this link to open a chat window and talk to one of the helpful members of our Customer Service Team. Simple as that. Chat with us Monday – Friday: 2pm – 2am BST and Saturday – Sunday: 2pm – 11pm BST

What forms of payment does TOMS.co.uk accept?

TOMS.co.uk accepts Visa and MasterCard. We do NOT accept pre-paid gift cards, PayPal, checks, or cash at this time. Please note that we only accept one form of payment per order.

When will you be restocking shoes that you’re out of?

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

• Mens: solid color canvas classics, natural burlap, and earthwise slate classics.
• Womens: solid color canvas classics, natural burlap, earthwise slate classics, black glitters, and silver glitters.

If we do not have the style you are interested in, please check with a local retailer. Click here for a list of retailers.

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 it as sold out. We apologize for any inconvenience.

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, you can be assured your order did go through and will be processed. You should also receive an email confirmation shortly after your order is submitted.
In addition, you can log into your TOMS account and view the order under Recent Orders. If the order is not listed it did not go through and you will need to place it again.

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 cancelled or modified once it is placed. Please refer to our return/exchange instructions on how to return your order once you receive it. If you have entered an incorrect shipping address, please contact us immediately. Please note a package intercept fee will be assessed if you need to change a shipping address once the order has been submitted for processing.

What is your exchange/return policy?

Returns/Exchanges are easy. Guidelines:

• TOMS.co.uk accepts exchanges and returns within 60 days from the date of purchase.
• We can only exchange/return unworn products purchased from TOMS.co.uk.
• We do not refund or reimburse shipping charges.
• Any merchandise considered worn upon return will be subject to a £7 re-stock fee.

We are also here to help if you have any questions, contact us.

How do I exchange my TOMS?

Follow these easy steps for returns and exchanges: IMPORTANT: Only shoes purchased from TOMS.co.uk, unworn, and in the shoebox or canvas bag they came in can be returned.

• A fully completed return/exchange form MUST be included with all returns. Failure to do so may result in processing times up to 90 days from time of receipt.
  
  
  
  
• An invoice number from the original order must be written on the form. Please contact us if you need help locating the invoice number.

Please fill out the exchange portion of the packing slip you received with your order.

How do I return my TOMS for a refund?

To return your unworn TOMS for a refund, check the refund option on the exchange form.

Refunds are processed shortly after receipt. Please allow 1 billing cycle for the credit to appear on your statement. We do not reimburse shipping for returned merchandise.

Do I have to pay to ship shoes back to you?

Customers are responsible for shipping all exchange/return merchandise back to our warehouse. We do not offer return-shipping labels, however, for an exchange we will pay for the shipping costs to send you the new pair of TOMS.

Which method of shipping should I use to send my shoes back?

You can choose any method you like. We highly advise securing a tracking number for your return, as TOMS will not be liable for any return packages lost in transit.

Did my shoes arrive back at your warehouse?

You will receive a notification from us upon receiving your package. We also recommend securing a tracking number for your package so you can track via your providers website.

How do I know my exchange/return has been processed?

Please allow up to 10 business days for processing from the time you return your item(s) to us. For exchanges, you will get an email confirmation once the new pair is on its way out to you.

What if I was shipped the wrong item(s)?

We apologize for any shipping mistakes, please contact us and we will be happy to correct it as quick as possible.

If I return my shoes does TOMS take a pair away from a child?

TOMS accepts exchanges and returns within 60 days from the date of purchase. This is how we evaluate how many pairs of shoes are final sales and can be counted towards our giving program. Once shoes are given to a child, they are their shoes. We would never take back a given pair.

How do I make a return without an exchange form?

Please contact us so we can supply you with the necessary information and procedures. PLEASE NOTE We only accept returns/exchanges for shoes purchased from TOMS.co.uk

Can I return a pair I bought online to an official retailer?

Unfortunately no. Shoes purchased online through TOMS.co.uk must be returned/exchanged directly with us. Please follow the return/exchange instructions above. If you have any questions, Contact Us.

If you have any questions regarding shipping deadlines please contact Customer Service.

What are the shipping deadlines for Mothering Sunday?

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

All orders ship exclusively with UPS. UPS does not deliver to P.O. Boxes or Military APO/FPO addresses.

How much does shipping and handling cost?

Shipping costs vary with every order. All shipping options and costs will be calculated for you in the “Shipping Information” section during checkout.

How long does it take for my order to ship once it is placed?

TOMS does NOT ship orders the same day they are placed. Please allow 2-3 business days for processing. You will receive a UPS tracking number along with a shipping confirmation email once your order ships. This email will arrive 1-2 business days after you receive your initial order confirmation email.

Does TOMS.co.uk ship Internationally?

TOMS.co.uk ships online orders to UK addresses ONLY. If you are shipping to the United States or Australia, you must order from www.TOMS.com. If you are shipping to Canada, you must order from www.TOMS.ca. PLEASE NOTE: You cannot ship to a US address from our international sites. Additionally, you cannot ship to a Canadian or UK address from TOMS.com.

TOMS are also available at official retailers across the world; to find one closest to you, visit our Store Locator.

What size should I order?

TOMS run true to size and are available in medium width only. 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.

In what widths are TOMS available?

TOMS are available in medium width ONLY. Unfortunately at this time we do not offer wide or narrow sizes. However, as we continue to grow as a company, we hope to expand our sizing options in the future.

Will my TOMS stretch?

Your TOMS will 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. 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 or exchanges on shoes that show any wear or use. (See our return/exchange policies).

How do I wash my TOMS Shoes?

We highly recommend hand washing TOMS in cold water with a gentle detergent and let them air dry. We do NOT recommend putting TOMS in the dryer under any circumstances. Please note that fading can be expected (especially from sun exposure) and does not compromise the durability of the shoe.

What type of leather does TOMS use?

We use pig suede for all leather insole styles of TOMS.

How do sizes compare between US/CA, UK, EU and Japanese systems?

• Mens Sizing Chart

  US/CA	UK	EU	JP
  7	6	40	25
  8	7	40.5	26
  8.5	7.5	41	26.5
  9	8	42	27
  9.5	8.5	42.5	27.5
  10	9	43	28
  10.5	9.5	43.5	28.5
  11	10	44	29
  11.5	10.5	44.5	29.5
  12	11	45	30
  13	12	46	30.5
  14	13	47.5	31.5

• Womens Sizing Chart

  US/CA	UK	EU	JP
  5	3	35.5	22
  5.5*	3.5	36	22.5
  6	4	36.5	23
  6.5	4.5	37	23.5
  7	5	37.5	24
  7.5	5.5	38	24.5
  8	6	38.5	25
  8.5	6.5	39	25.5
  9	7	40	26
  9.5	7.5	41	26.5
  10	8	42	27
  11	9	42.5	28
  12*	10	43.5	29

• Tiny TOMS Sizing Chart

  US/CA	UK	EU	CM
  2.0	1.5	17.5	9.6
  3.0	2.0	18.5	10.4
  4.0	3.0	19.5	11.3
  5.0	4.0	21.0	12.1
  5.5	4.5	21.5	12.6
  6.0	5.0	22.0	13.0
  6.5	5.5	23.0	13.4
  7.0	6.0	23.5	13.8
  7.5	6.5	24.0	14.2
  8.0	7.0	24.5	14.7
  8.5	7.5	25.5	15.1
  9.0	8.0	26.0	15.5
  9.5	8.5	26.5	15.9
  10.0	9.0	27.0	16.4
  10.5	9.5	28.0	16.8
  11.0	10.0	28.5	17.2
  11.0	10.0	28.5	17.2
  11.5	10.5	29.0	17.6

• Youth Sizing Chart

  US/CA	UK	EU	CM
  12.0	11.0	30.0	18.1
  12.5	11.5	30.5	18.5
  13.0	12.0	31.0	18.9
  13.5	12.5	31.5	19.3
  1.0	13.0	32.5	19.7
  1.5	13.5	33.0	20.2
  2.0	1.0	34.0	20.6
  2.5	1.5	34.5	21.0
  3.0	2.0	35.0	21.4
  3.5	2.5	35.5	21.9
  4.0	3.0	36.0	22.3
  4.5	3.5	36.5	22.7
  5.0	4.0	37.5	23.1
  5.5	4.5	38.0	23.6
  6.0	5.0	39.0	24.0

*Extended sizes available only for select styles.

How do men’s sizes compare to women’s?

When converting to men’s sizes from women’s go down 1.5 sizes. For example, a women’s size 8.5 is roughly equivalent to a men’s size 7. Keep in mind that men’s shoes run slightly wider than women’s.

How do youth sizes compare to women’s?

When converting from women’s to youth, go down two sizes. For example, women’s 5 is similar in fit to a youth 3. Also you can reference the youth sizing chart above for centimeter conversions.

Where are TOMS manufactured?

TOMS currently manufactures in Argentina (Giving shoes only), China, and Ethiopia (Giving shoes only).

How does TOMS ensure its manufacturers adhere to human rights standards?

We require that the factories operate under sound labor conditions, pay fair wages and follow local labor standards. All factories sign a code of conduct. In addition, our production staff routinely visits these factories to make sure they are maintaining these working standards. We also have third parties audit the factories at least once a year to ensure they adhere to proper labor regulations. For more information: http://www.intertek-labtest.com/services/auditing/intertek_compliance/?lang=en

Where can I find a retailer that carries TOMS?

Visit our Store Locator to find one of our amazing retailers.

Does a child still get a pair of shoes when I buy them from a store?

Yes, all purchases from authorized retailers are One for One.

Can I return/exchange shoes purchased from a retailer on TOMS.co.uk?

We only accept returns, exchanges, and product-related issues for shoes purchased on TOMS.co.uk. Please contact the retailer you purchased your shoes from for proper return instructions.

How was TOMS started?

TOMS was founded in 2006 by Blake Mycoskie, inspired by a trip to Argentina where he saw extreme poverty and health conditions, as well as children walking without shoes. Founded on a simple premise: With every pair purchased, TOMS gives a pair of new shoes to a child in need. One for One. To learn more, visit our Company Overview.

Is TOMS a non-profit organization?

TOMS Shoes is a for-profit company with giving at its core. With our One for One mission, TOMS transforms our customers into benefactors, which allows us to grow truly sustainable giving efforts rather than depending on fundraising for support. This model has enabled us to give more shoes at a rapid rate and created thousands of customer-philanthropists along the way.

Who is TOM?

There is no TOM. Our name comes from the abbreviation of “Shoes for Tomorrow”. The original idea was – for every pair purchased today a new pair of shoes will be given tomorrow. This is how the One for One Movement was born.

How does TOMS give the matched pairs?

With every pair you purchase, TOMS will give a pair of new shoes to a child in need. One for One. Using the purchasing power of individuals to benefit the greater good is what we're all about.

To learn more on how and where we give, visit our One for One section. You can also download our first Giving Report, and learn all about TOMS Giving efforts.

How can I contact Customer Service?

We are available for you via phone, email and livechat. Visit our ‘Customer Service’ page for all the details on how to contact us. We’re here to help!

Is TOMS partnering with Skechers to make BOBS?

No. TOMS is not partnering with Skechers on BOBS, or any other product. TOMS prides itself in responsibly fulfilling the promise of One for One on the giving side, delivering quality product, and having a passionate and supportive community. We hope to inspire other companies and individuals to incorporate giving in to their businesses, although we encourage them to do so responsibly… and creatively.

How can I promote TOMS on my campus?

Please visit our Campus Clubs page for all information.

I’m interested in hosting a Style Your Sole party. What do I do?

Please visit your Style Your Sole page.

I work with NGO’s or Non-Profits, how can we help distribute TOMS?

Please visit our Giving Partners page for more information on how we choose our partners and to apply.

I’m a teacher and want to teach about TOMS and the One for One business model. Who can I contact for this?

Thank you for your interest in sharing the TOMS story with your students. Please visit our ‘Teacher Resources’ page to download great kits full of information on how to teach about our One for One business model.