Questions about TOMS™

If you have questions, you have come to the right place!

  • Top Questions

    1. Where is my stuff?

      Track your order using the tracking information provided in your shipment confirmation email.

    2. How do I return an item?

      Please see our Returns Questions for instructions on how to return product(s) to TOMS™.

    3. Do you offer exchanges?

      No, unfortunately we do not offer exchanges at this time. Please see our Returns Questions for further details on this and on how you can return product(s) to TOMS™.

    4. How much does shipping and handling cost?

      Shipping costs vary with each order. All shipping options and costs will be calculated for you in the "Shipping Method" section during checkout.

    5. Can I check the remaining balance on my TOMS™ Gift Card?

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

      Check Balance
  • Ordering on TOMS.CO.UK

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

      TOMS.co.uk accepts multiple payment methods. We currently accept Visa, MasterCard, Paypal, Klarna, TOMS Gift Card and TOMS online store credit.

      Do you want to pay with more than 1 gift card? Please contact our customer service team.

    2. 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 apologize for any inconvenience.

    3. 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.

    4. 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 on how to return your product(s) or cancel your order.

  • Klarna

    1. What is Klarna?

      Klarna and TOMS have partnered to provide flexible online payment options for TOMS shoppers through Buy now. Pay later. Learn more.

    2. What is pay in 30 days and how does it work?

      Pay in 30 days, offered through Klarna, offers you the flexibility to get the order delivered before you have to pay. Once your order has shipped, you'll receive an email with a link to pay. You'll have 30 days to make a payment. Learn more.

    3. Is there a fee to use pay in 30 days?

      There is no fee to use Pay in 30 days. However, if your invoice is not paid by the due date, Klarna may charge you a late fee.

    4. Is there a late fee associated with pay in 30 days?

      Yes. If your invoice isn't paid by the due date, you're subject to a late fee (issued by Klarna). To help you pay on time, Klarna will send an email reminder two days before payment is due.

    5. How is my pay in 30 days statement sent?

      You'll receive an email from Klarna with payment instructions once the order has shipped.

    6. What happens to my statement, when I've returned the goods?

      Once TOMS has received the return (partial or full) and you have received the confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments.

    7. How do I contact Klarna?

      You can reach Klarna's Customer Service team by phone at +44 (0)20 300 50833 or +44 (0)808 189 333 (Freephone). You can also chat with Klarna 24/7 when you log into the Klarna App. Learn more.

  • Returns

    1. I want to return an item. How can I do this?

      Need to return an item? No problem! We'll guide you through this easy process.

      If you require an alternative size in an item you purchased, we would recommend placing a new order for the new size and returning the size that is not suitable.

      1. Go to toms.intelligentreturns.net to initiate your return.
      2. Enter your order number and either your email or postal code.
      3. Select the item(s) you wish you return and choose a reason for return from the dropdown menu.
      4. Confirm your personal information in the required fields.
      5. Select the courier of your choice and find your nearest drop off point.
      6. Select your preferred method of payment and click Pay Now. If you have a discount code, please enter this in the provided field.
      7. Once paid, you can download your return form and return label. These will also be sent to the email provided. Attach the label to the parcel and include the return form. You can drop off the parcel with your selected courier.
      8. You can track your return here: toms.intelligentreturns.net.
    2. What is your Return Policy?

      All returns must be back in our warehouse within 30 days from date of purchase. Once your return is processed, we will refund your money back to the original payment method. Please note that we strive to process your return within 10 days of receiving it back in our warehouse.

      All items must be returned unworn, in the original packaging and in a salable condition. We will refund you the total amount that you have paid for the product (s) that you are returning, unless the shoes have decreased in value. For example, if it is clearly visible that the products have been unnecessarily roughly treated. If your product is defective, read the question about guarantees.

      The cost of return shipment is your responsibility. For a cost-effective return solution, please use our Rebound platform, as advised above in step 1.

  • Shipping Methods and Times

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

      It takes approximately 2-4 business days to deliver the product. Please note that shipping may be further delayed during holidays/peak seasons. You will receive a tracking number along with a shipping confirmation email once your order ships.

      Please note that shipping and delivery dates are estimates only and not guaranteed.

    2. How much does delivery cost?

      Delivery costs vary with every order. All delivery options and costs will be calculated for you prior to checkout. We may offer free delivery from time to time, as a special promotion.

    3. Does TOMS.co.uk ship internationally?

      TOMS.co.uk ships online orders to the United Kingdom only.

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

  • Product and Sizing Questions

    1. What size should I order?

      TOMS™ generally 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.

      We also work with True Fit™ to help you find your perfect size. It takes less than a minute, and after answering a few simple questions - no measuring required! - True Fit™ will tell you what size is right for you.

    2. 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.

    3. 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.

    4. What are the ages for Youth and Tiny shoes?

      We recommend Tiny shoes for ages 0-5 years and Youth shoes for ages 5 years and up. Note: This is a general guideline to help navigate to the correct category. Ages for Youth and Tiny will vary depending on the shoe size.

    5. 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. If your shoes are altered or not as expected after washing, please note that TOMS will not cover this under warranty.

    6. What type of leather does TOMS™ use for insoles?

      We use pig suede for our Alpargatas core collection and seasonal core colors for men and women.

    7. How do sizes compare between US/CA, UK and EU?

      Mens Sizing Chart
      in US/CA cm UK EU
      9.4624538
      9.66.524.55.538.5
      9.8725639
      107.525.56.540
      10.2826740.5
      10.48.526.57.541
      10.6927842
      10.89.527.58.542.5
      111028943
      11.210.528.59.543.5
      11.411291044
      11.611.529.510.544.5
      11.812301145
      121330.51246
      12.41431.51347.5
      12.615321448.5
      12.81632.51550
      1317331651
      Womens Sizing Chart
      in US/CA cm UK EU
      8.7522335.5
      8.95.522.53.536
      9.1623436.5
      9.36.523.54.537
      9.4724537.5
      9.67.524.55.538
      9.8825638.5
      108.525.56.539
      10.2926740
      10.49.526.57.541
      10.61027842
      111128942.5
      11.412291043.5
      Youth Sizing Chart
      in US/CA cm UK EU
      7.112181130
      7.312.518.511.530.5
      7.513191231
      7.713.519.512.531.5
      7.91201332.5
      8.11.520.513.533
      8.3221134
      8.52.521.51.534.5
      8.7322235
      8.93.522.52.535.5
      9.1423336
      9.34.523.53.536.5
      9.4524437
      9.65.524.54.537.5
      9.8625538

      Use this chart to convert your foot measurement to your shoe size.

      Tiny TOMS® Sizing Chart
      in US/CA cm UK EU
      3.1180.516
      3.5291.517.5
      3.9310218.5
      4.3411319.5
      4.7512421
      5.1613522
      5.5714623.5
      5.9815724.5
      6.3916826
      6.71017927
      6.91117.51028.5

      Use this chart to convert your foot measurement to your shoe size.

    8. What is the sizing for apparel?

      TOMS X &OTHER STORIES SIZE CHART

      SIZE CHART
        XS S M L
      EUR 34 36-38 40-42 44-46
      FR 36 38-40 42-44 46
      UK 8 10-12 14-16 18-20
      US 2-4 6-8 10-12 14
      BODY MEASUREMENTS IN CM
        XS S M L
      Bust 80 84-88 92-96 100-104
      Waist 64 68-72 76-80 84-88
      Hip 88 92-96 100-104 108-112
      Inside leg length 77 78-79 80-81 82
      BODY MEASUREMENTS IN INCHES
        XS S M L
      Bust 31½ 33-34¾ 36¼-37¾ 39¼-41
      Waist 25¼ 26¾-28¼ 29-31½ 33-34¾
      Hip 34¾ 36¼-37¾ 39½-41 42½-44
      Inside leg length 30¼ 30¾ 31½-32 32¼
    9. Where are TOMS™ Shoes manufactured?

      TOMS™ shoes are manufactured in China, Vietnam, Ethiopia, India, Kenya.

    10. Where is TOMS™ eyewear manufactured?

      TOMS™ eyewear is manufactured in China and Italy.

    11. How does TOMS™ ensure its 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 ensure that these standards are met. For more information on our comprehensive program, please visit our Corporate Responsibility page.

  • Official TOMS™ Retailers

    1. Where can I find a retailer that carries TOMS™?

      Visit our Store Locator to find one of our amazing retailers in your country.

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

      Yes, all purchases from authorised retailers are One for One™.

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

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

  • General TOMS™ Questions

    1. How was TOMS™ started?

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

    2. Is TOMS™ a non-profit organization?

      TOMS™ 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.

    3. 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.

    4. 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.

    5. How can I contact Customer Service?

      We are available for you via phone, email and chat. Visit our Customer Service page for our contact information. We're here to help!

    6. I found a website that looks authentic and sells TOMS™ products. Is it real?

      The official website of TOMS™ in the UK is TOMS.co.uk, where you can purchase authentic TOMS™ shoes, apparel and eyewear. Counterfeit or unauthorised TOMS™ websites may invoke the look and feel of the official TOMS™ website and showcase what appear to be legitimate products, when in fact their products are fake.

      Some sites or blogs illegally copy photographs, product descriptions, text and other intellectual property directly from our official site. In addition, they may offer a substantial discount off of their retail price of counterfeit TOMS™ products. These practices make consumers believe they are receiving a discount on TOMS™ products. Ultimately, consumers may receive a low quality counterfeit product, or nothing at all.

      We have identified a number of these websites that have infringed upon our intellectual property rights and are selling counterfeit products.

      If you have come across any suspicious websites that you think are counterfeit or unauthorised, please email us at ip@TOMS.com

    7. My shoes/eyewear are defective. What do I do?

      If product(s) you purchased are damaged or otherwise show material or manufacturing defects, please contact Customer Service via telephone or email at the email address(es) noted below.

      SHOES: If you believe that the TOMS™ shoes products you purchased are defective with regard to materials and workmanship within 12 months of the date of purchase, please email the TOMS™ warranty department at EUwarranty@toms.com with the following information:

      • Order number (in subject line)
      • A short description of issue
      • Pictures clearly displaying the issue
      • Shipping address for any repairs/replacement product (if changed from original shipping address)

      EYEWEAR: If you believe that the TOMS™ eyewear products you purchased are defective with regard to materials and workmanship within 24 months of the date of purchase, please email the TOMS™ warranty department at EUwarranty@toms.com with the following information:

      • Order number (in subject line)
      • A short description of issue
      • Pictures clearly displaying the issue
      • Shipping address for any repairs/replacement product (if changed from original shipping address)

      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 or unreasonable use.

      This warranty doesn't affect your rights under applicable law regarding the sale of consumer goods. Please see our Terms of Use for further details.

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

  • Contact Us

    We here at TOMS™ like to talk to our customers! 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™ and we've got an exceptionally savvy, energetic customer service team ready to get you all the answers you're looking for. Please use one of the methods below to reach us now!

      Message Anytime

    • Send us a message via our Contact Us page.
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