FAQ
Ordering On TOMS.com
- What forms of payment does TOMS.com accept?
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TOMS.com accepts Visa, MasterCard, American Express and Discover.
- Does TOMS ship to P.O. Boxes or Military APO/FPO addresses?
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We are unable to deliver to P.O. Boxes or Military APO/FPO addresses.
- How much does shipping and handling cost?
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Shipping cost is automatically calculated at checkout and will vary depending on the number of items purchased, where your order is being shipped and the type of shipping chosen. Please review the order total before confirming your purchase.
- When can I expect my order to be delivered?
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TOMS does not process or ship orders on Saturday or Sunday. Expedited orders will ship the following business day. Allow up to 2 business days for processing of orders placed with ground shipping. The day of pick up does not count as a day in the shipping time. You will receive a UPS tracking number along with the shipping confirmation email at the end of the day your order ships. Please use the tracking number to get an estimated delivery date.
- How do I redeem my TOMS gift card?
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Redeem your gift card(s) during the checkout process.
- Can I cancel an order once it has been placed?
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In an effort to get our shipments to our customers as quickly as possible, your order cannot be cancelled or modified. Please refer to our return/exchange instructions on how to return your order.
Sizing
- Do TOMS Shoes fit true to size?
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Yes, TOMS fit true to size!
After a few hours of wearing TOMS, they will stretch slightly to conform to your feet. Please try your TOMS on a carpeted surface to keep them as clean as possible until you know they are the correct size. We do not accept returns or size exchanges on shoes that show wear or use.
- Below is a basic sizing chart that includes U.S, European, UK
- In what widths are TOMS available?
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TOMS are available in medium width.
- Does TOMS offer youth sizes?
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TOMS is now offering youth sizes at TOMS Youth Collection
International Ordering
- Can I order from TOMS.com if I live outside of the U.S.?
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TOMS ships online orders to the U.S., Canada, Australia, Great Britain, Wales, Scotland and Northern Ireland. International customers are responsible for all shipping, duty and taxes associated with the importation of all merchandise. ALL international sales are final.
If you live in a country where we do not ship, please e-mail us at international@TOMSshoes.com. We will notify you when shipping becomes available in your area. Please be sure to include the country you are inquiring about in the subject line of your e-mail.
- How much does shipping and handling cost on international orders?
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Shipping is calculated automatically at checkout. Cost will vary depending on the number of items purchased, where your order is being shipped and the type of shipping chosen. Duty and tax fees will also be applied when your order reaches customs. Please review prices before placing your order.
Return and Exchanges
- What is your exchange/return policy?
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TOMS.com accepts exchanges and returns within 30 days of online purchase. We can only exchange/return unworn products purchased from TOMS.com.
Customers are responsible for shipping the exchange/return merchandise back to our office. We highly advise securing a tracking number for your return, as TOMS will not be liable for any return packages lost in transit. Please note TOMS does not accept worn or damaged merchandise for return or exchange. Any merchandise returned in condition other than new will be subject to a $10 re-stock fee.
- How do I exchange my TOMS?
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Please fill out the exchange portion of the order form.
Return the entire form along with merchandise to the TOMS Exchanges/Returns address:
We’ll process your exchange as quickly as possible upon receipt. Please allow up to 10 business days for processing once the package has reached our warehouse. You will receive a confirmation email once processed.
TOMS Exchanges/Returns
C/O AMS
28901 Avenue Paine
Valencia, CA 91355 - How do I return my TOMS?
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To return your unworn TOMS for a refund, check the refund option on the order form.
Refunds are processed shortly after receipt. Please allow 1-2 billing cycles for the credit to appear on your statement. We do not reimburse shipping or any duty/brokerage charges on international orders.
Ship to:
TOMS Exchanges/Returns
C/O AMS
28901 Avenue Paine
Valencia, CA 91355 - What if I was shipped the wrong item(s)?
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Please call (310) 566-3170 and we will be happy to correct our mistake.
- If I return my shoes does TOMS take a pair away from a child?
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TOMS.com accepts exchanges and returns within 30 days of online 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. - Exchange Form Download
Account Information
- I forgot my login ID and/or password.
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Select "forgot password" at the top of the page. Enter the e-mail address registered for your TOMS account, and your password will be e-mailed to you.
- How do I update my account information (e-mail address, password, and/or shipping/billing information)?
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Log-in to your account at the top of the page. Under "Profile Information" update your e-mail address, password, shipping and billing information.
Caring for Your TOMS
- How do I wash my TOMS Shoes?
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We've found that washing machines tend to eat loose change, socks and gum wrappers. Save your TOMS from this sad fate! Hand wash them in cold water with a gentle detergent and let them air dry.
Retailers
- Where can I find a retailer that carries TOMS?
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Click here to find one of our amazing retailers.
Manufacturing
- Where are TOMS manufactured?
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TOMS currently manufactures in Argentina, China and Ethiopia.
- How does TOMS ensure its manufacturers adhere to human rights standards?
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We require that the factories operate under sound labor conditions, pay fair wages and follow local labor standards. A code of conduct is signed by all factories. 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. http://www.intertek-labtest.com/services/auditing/intertek_compliance/?lang=en
- Are TOMS Fair Trade?
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There is currently no fair trade certification for footwear and we look forward to implementing it in the future.
For Profit or Non-Profit
- Is TOMS a non-profit organization?
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Great question. TOMS Shoes is a for-profit company with giving at its core. With our One for One mission, TOMS Shoes transforms our customers into benefactors which allows us to grow a truly sustainable business 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.
Gift Cards
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 not returnable. For questions, visit TOMS.com or call 1-800-975-8667.
Careers
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We are growing and we've got some big shoes to fill! We're currently looking to fill a variety of positions in our Santa Monica. Click here to see open positions.
Please email your resume with cover letter to:
TOMSjobs@TOMSshoes.comBe sure to include the specific position you have interest or experience in as the subject line. If sending a general application, please indicate this in the subject line as well.
Please keep email size under 500K, and only send a resume via email.
If you are interested in becoming a Campus Representative or TOMS Headquarters Intern, please click HERE
We receive a large volume of resumes so thanks in advance for your patience!
