Questions about TOMS™

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

  • Top Questions

    1. Where's my stuff?

      Enter your details to track your package

    2. How do I track my shipment?

      Please visit Where's my stuff? to enter your shipment number and track your shipment.

    3. How do I return an item?

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

    4. 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™.

    5. 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.

    6. 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 shopTOMS.de

    1. What forms of payment does shopTOMS.de accept?

      shopTOMS.de accepts multiple payment methods. We currently accept Visa, MasterCard, American Express, Paypal, Direct Bank Transfer with Giropay, TOMS Gift Cards and TOMS store credit.

    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) provided we receive them at our distribution center in The Netherlands 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.

  • Returns

    1. What is your Return Policy?

      We accept unworn products in their original packaging purchased exclusively from shopTOMS.de and that are received by us within 30 days from the date of purchase. In order for us to receive your return within the 30 day timeframe, please account for the time it takes for your carrier to ship your item(s) back to our distribution centre in Germany.

      Please note that TOMS Gift Cards are non-refundable. Please see our Terms of Use for more information on TOMS Gift Cards

      If you have a defective product, please read the question on Warranties.

    2. 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 30 days after the date of purchase, you have the option of creating a return in exchange for a store credit or receiving a refund to your original payment method.

      If you have a defective product you wish to return, please read the question on Warranties.

      If you wish to return a product just follow these simple steps:

      Step 1: Submit Return Request Online

      Log in to your account by clicking the link located in the upper right hand corner of shopTOMS.de 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).

      • From your Account page, expand the Orders section and select Order Details for the order containing the item(s) you would like to return.
      • In your Order Details view, tell us why you need to return an item under the Return Item column. Repeat this for every item you would like to return within your order.
      • Select the Return Selected Items button to generate your return form and free shipping label.
      • Download and print your return form and free shipping label. We will also email you a copy of your form and label.

      Step 2: Package and Ship Item(s) back to TOMS™

      • Include the return form in the original TOMS™ shipment box you received (or any plain, unmarked cardboard box) with any item(s) you are returning in their original, unused condition.
      • Place and tape the free shipping label to your box. Remove any old shipping labels. Seal your box completely.
      • Drop your box off at any authorised UPS shipping center.

      In order for us to receive your return within the 30-day timeframe, please account for the time it takes for your carrier to ship your item(s) back to our warehouse in Germany.

      • 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 the shipping costs you may have paid, proportional to the number of items you have returned. 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 Sections 312g et seq. German Civil Code (BGB) 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 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 office in Amsterdam (the address is set out in the 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 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.
    3. 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 10 days for the return to be processed.

    4. 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 store credit. This will allow you to repurchase from our live inventory. 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.

    5. 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™ 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.

    6. Does TOMS™ offer free shipping on returns?

      Yes.

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

      TOMS™ accepts returns within 30 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.

    8. Can I return a pair I bought online on shopTOMS.de to an official retailer?

      Shoes purchased on shopTOMS.de 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.

    9. 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.

      Please see our Terms of Use for more information on TOMS Gift Cards.

    10. 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 shopTOMS.de, shopTOMS.nl and TOMS.fr;
      • 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.

      Please see our Terms of Use for more information on TOMS Gift Cards.

    11. 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 a TOMS store credit, it will be automatically applied towards your next purchase. 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 Use for more information on TOMS store credit.

    12. Can I transfer my TOMS store credit to someone else?

      Sorry, store credit is non-transferable and is for your use only.

      Please see our Terms of Use for more information on TOMS store credit.

  • Shipping Methods and Times

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

      TOMS™ generally does not ship orders the same day they are placed. Please allow approximately 2-3 business days for processing during off peak seasons. 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.

    3. Does shopTOMS.de ship internationally?

      shopTOMS.de ships orders to the following countries:

      • Netherlands
      • Metropolitan France
      • Germany
      • Belgium
      • Luxembourg

      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.

    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™ 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. 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 generally 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.

    6. What type of leather does TOMS™ use?

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

    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 Age*
      7.1121811305y
      7.312.518.511.530.55y
      7.5131912315y
      7.713.519.512.531.55y
      7.91201332.56y
      8.11.520.513.5336y
      8.32211346y
      8.52.521.51.534.56y
      8.73222357y
      8.93.522.52.535.57y
      9.14233367y
      9.34.523.53.536.58y
      9.45244378y
      9.65.524.54.537.58y
      9.86255389y

      Use this chart to convert your foot measurement to your shoe size.
      *Age is approximate

      Children's feet grow quickly; measure your child's feet with a printable TOMS Size Chart.

      Tiny TOMS® Sizing Chart
      in US/CA cm UK EU Age*
      3.1180.5160-6m
      3.5291.517.56-12m
      3.9310218.512-18m
      4.3411319.518-24m
      4.751242118-24m
      5.161352218-24m
      5.5714623.518-24m
      5.9815724.524m
      6.391682624m
      6.710179273y
      6.91117.51028.54y

      Use this chart to convert your foot measurement to your shoe size.
      *Age is approximate

      Children's feet grow quickly; measure your child's feet with a printable TOMS Size Chart.

    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 various countries, including Argentina, China, Ethiopia, India, Kenya and Haiti. By 2015, TOMS™ aims to produce 1/3 of our Giving Shoes in countries where we give. You can follow our progress on the TOMS™ Blog.

    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 shopTOMS.de?

      We only accept returns and product-related issues for shoes purchased on shopTOMS.de. 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™ 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.

    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 livechat. Visit our Customer Service page for all the details on how to contact us. 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 Germany is shopTOMS.de, 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 warranty@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 eyewearwarranty@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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