FAQ

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

• 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?

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.

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

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, we must receive your items within 30 days of your order date. Once we receive your item(s), it will take some time to process your refund. This time may be extended during busy holiday or sale periods throughout the year. 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. 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?

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.

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?

Enter your tracking number in the Order Status Track Order block  above to track your package. 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:

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.

Does TOMS ship internationally?

TOMS.com does not ship orders to international addresses.