What is your Return Policy?
We accept unworn products in their original packaging purchased exclusively from TOMS.co.uk that are received by us within 60 days from the date of purchase. In order for us to process your return within the 60-day timeframe, please account for the time it takes for your chosen carrier to ship your item(s) back to our distribution centre in the United Kingdom.
Please note that TOMS™ does not generally offer free shipping on returns and you are responsible for the costs of returning any products to our distribution centre in the United Kingdom. We will however, provide a free shipping label if you wish to return the product and receive an online store credit. If you have a defective product, please read the question on Warranties.
I want to return an item. How can I do this?
Need to return an item? No problem! We'll guide you through this simple process.
If you would like to return your item(s) within the first 60 days after the date of purchase, you have the option of creating a return in exchange for an online store credit or receiving a refund to your original payment method.
If you wish to return a product in exchange for an online store credit, please contact our Customer Service team by telephone on 0-800-028-1816 (toll-free phone number) or by email (EUcustomerservice@TOMS.com) in order for us to supply you with a free shipping label. (Please note that it may take up to 3-4 business days to create a free shipping label for you to send back your item.) If you have a defective product you wish to return, please read the question on Warranties.
If you wish to return the product and receive a refund to your original payment method just follow these simple steps:
Please contact our Customer Service team:
- By telephone on 0-800-028-1816 (toll-free phone number)
- By email at EUcustomerservice@TOMS.com
Or follow the instructions below to create a return online.
Step 1: Submit Return Request Online
Log in to your account by clicking the link located in the upper right hand corner of TOMS.co.uk. Ordered as a guest? Click here to create an account (when creating your account, please be sure to use the same e-mail address that you used when making your original purchase).
- Within your account, select the order you wish to return from the orders section.
- Select the option to create return - follow our easy step-by-step guide: select items & quantity and reason for return.
Step 2: Package Item(s)
- Ship your return in the original TOMS™ shipment box you received or any plain, unmarked cardboard box - just make sure there are no existing shipping labels or stickers on the box!
- Be sure to include the downloadable return form in your box, along with the unworn item(s) in their original packaging
Step 3: Ship Back to TOMS™
Please send your package back to the TOMS distribution centre in the United Kingdom using the address stated in the e-mail you will receive after submitting your return request. If you do not receive an email with mailing instructions after submitting your return request, please call the Customer Services team on 0-800-028-1816 (toll-free phone number).
In order for us to process your return within the 60-day timeframe, please account for the time it takes for your chosen carrier to ship your item(s) back to our UK distribution centre.
- We will process your request after we receive the products back from you. We will refund to you the total amount you paid for the product(s) you are returning, including any standard rate shipping costs you may have paid for the delivery of the product(s) to you. We do not refund priority, express or courier delivery charges where these are available. We may make a deduction from the refund for any loss in value of the products if this is caused by unnecessary handling of them by you beyond what is necessary to establish their nature and characteristics.
- Right to cancel under law. Please note that our returns policy is in addition to your right to cancel your entire order pursuant to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14 days of receipt of the product(s) without giving a reason for doing so. To cancel your entire order please use the model cancellation form, go to the Returns section once you log into your account or contact us at EUcustomerservice@TOMS.com, and provide details of the order that you wish to cancel. You will need to return all of the items in the cancelled order to us at our warehouse in the Netherlands (address mentioned in model cancellation form) within 14 days of the date on which you have notified us that you wish to cancel your order. We will confirm receipt of your notice of cancellation by e-mail. We will refund to you the total amount you paid for your order, including any standard rate shipping costs you may have paid for the delivery of the product(s) to you within 14 days from the date that we receive the products back from you at TOMS’ warehouse in the Netherlands or, if earlier, within 14 days after the day you provide us with evidence that you have returned all of the products in the cancelled order. We do not refund priority, express or courier delivery charges where these are available. We may make a deduction from the refund for any loss in value of the products if this is caused by unnecessary handling of them by you beyond what is necessary to establish their nature and characteristics.
- If you have a defective product, please read the question on Warranties.
How long does it take to process a return?
We will process your return once we receive your item(s) and will notify you of this via email. Once we receive the item(s), please allow for up to 20 days for the return to be processed.
Do you offer exchanges?
Due to our constantly changing inventory and high demand, we do not currently offer direct exchanges. If you would like an exchange, we recommend creating a return for online store credit. This will allow you to repurchase from our live inventory. Online store credit does not expire. Once we receive your return, we will process it as quickly as possible. When this is complete, you will receive an e-mail once your return has been processed.
I would like to return a gift for a cash refund. Is this possible?
Sorry! Unfortunately, gifts cannot be returned for cash. However, TOMS™ is happy to refund gifts in the form of a TOMS™ online store credit. Please contact Customer Service to help you with this return. Alternatively, the purchaser can return the product(s) to us in accordance with our returns policy noted above.
Does TOMS™ offer free shipping on returns?
Unfortunately, no, TOMS™ does not generally offer free shipping on returns. You are responsible for any return shipping costs required for shipping the product(s) back to our UK TOMS distribution centre. We will however, provide a free shipping label if you wish to return the product and receive a refund in the form of an online store credit. If your product(s) are defective, please read our Questions on Warranties.
If I return my shoes does TOMS™ take a pair away from a child?
TOMS™ accepts 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.
Can I return a pair I bought online on TOMS.co.uk to an official retailer?
Shoes purchased on TOMS.co.uk must be returned directly to us as outlined in our Returns Questions. If you purchased your product(s) from an official retailer, please contact the retailer directly for assistance.
What if I lose my TOMS Gift Card?
Please treat your TOMS Gift Card like cash. We are not responsible if a Gift Card is lost, stolen, destroyed or used without the permission of the person to whom the Gift Card is issued.
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 may only be used to purchase eligible items on www.toms.co.uk;
- Gift Cards cannot be used to purchase other Gift Cards;
- Gift Cards are not refundable, cancelable or exchangeable and cannot be redeemed for cash, except where required by law;
- Not all products on the website can be purchased using a Gift Card and not all discounts and promotions will apply to purchases made with a Gift Card. Please refer to any restrictions noted on the Gift Card or the website;
- Gift Cards may not be reloaded; and
- When you purchase a TOMS Gift Card we will send the Gift Card to the recipient's email address as soon as you place your order. At this point we will have completed the delivery of this service and you will not be entitled to cancel your order.
What if I lose my TOMS online store credit?
TOMS online store credit is stored in your account, so you won’t lose it! If you have a TOMS online store credit, it will be automatically applied towards your next purchase. Online store credit does not expire and we do not charge any additional fees in connection with your use of your online store credit.
Can I transfer my TOMS online store credit to someone else?
Sorry, online store credit is non-transferable and is for your use only.