Looking to return a pair of TOMS shoes? Understanding the TOMS Shoes return policy is the first step to a smooth process. Whether the fit isn’t right or you’ve simply changed your mind, this guide walks you through everything you need to know.
We’ll cover the timeframes, condition requirements, and step-by-step instructions for both returns and exchanges. You’ll also find tips for international returns and what to do with worn or defective items. Let’s get started.
TOMS Shoes Return Policy
The core TOMS return policy is designed to be straightforward. In general, you can return most unworn items within 30 days of purchase for a refund to your original payment method. It’s important to note that the clock starts from the day you receive your order, not the day you placed it.
Items must be in their original, saleable condition. This means they haven’t been worn, washed, or altered in any way. All original tags and packaging should still be attached. Returns are typically free if you use the provided prepaid label from a U.S. order, but there are some exceptions we’ll detail later.
What Items Are Eligible for Return?
Most TOMS products are eligible, but there are a few key categories to be aware of.
* New, Unworn Shoes & Apparel: This is the standard. Sandals, boots, sneakers, shirts, and hats all fall under the main policy.
* Accessories: Bags, socks, and other accessories follow the same rules.
* Sale Items: Yes, you can return sale items! TOMS is great about this. They accept returns on marked-down merchandise as long as it meets the unworn condition criteria.
* Gifted Items: Items received as a gift have a slightly different process, often involving store credit. We’ll cover that in the step-by-step section.
What Items Are Final Sale?
Some items cannot be returned. Always double-check the product description before buying.
* Worn Shoes: This is the biggest reason for denial. If there’s any sign of wear on the sole or the fabric, the return will likely be rejected.
* Customized or Personalized Products: Any item that has been monogrammed or specially customized for you is final sale.
* Opened Socks & Hosiery: For hygiene reasons, once the packaging on socks is opened, they cannot be returned.
* Certain Clearance Items: While rare, some deeply discounted clearance items may be marked as final sale. This will be clearly stated on the product page.
The 30-Day Return Window
The 30-day window is firm. It’s best to initiate your return as soon as you know an item isn’t working for you. Don’t wait until day 29, as processing the request and getting the item back to the warehouse takes time. If your return is received after the 30-day period, it may be sent back to you or you might receive store credit instead of a refund, at TOMS’s discretion.
Step-by-Step Return Process
Returning your TOMS is a simple online process. Follow these steps to ensure it goes smoothly.
1. Gather Your Information. You’ll need your order number and the email address used to place the order. This info is in your confirmation email.
2. Initiate the Return Online. Go to the TOMS website and find the “Returns & Exchanges” page. You’ll enter your order details and select the items you wish to send back.
3. Select Your Reason. Choose the reason for return from the dropdown menu (e.g., “Fit too large,” “Changed my mind”).
4. Choose Refund or Exchange. Decide if you want a refund to your original payment method or an exchange for a different size/color. If exchanging, you’ll select your new preference.
5. Print Your Label. For U.S. returns, TOMS will provide a prepaid return shipping label. You must print this. Some retail partners may offer QR code options.
6. Pack Your Items Securely. Place the unworn items with all tags back into the original box, if possible. Then, place that box inside a plain shipping box. Attach the label securely.
7. Drop Off Your Package. You can drop the box off at any USPS location or schedule a pickup. Get a receipt from the carrier as proof of drop-off.
8. Wait for Confirmation. You’ll get an email confirmation once your return is received and inspected at the warehouse. Refunds usually process within 10 business days after that.
How to Handle an Exchange
Exchanges follow the same initial process as returns. During the online initiation, simply select “Exchange” instead of “Return.” You’ll then pick the new item you want.
A few important notes on exchanges:
* Exchanges are subject to product availability. If your new choice is out of stock, you’ll be contacted.
* TOMS typically ships your new item once the return is initiated, but they may wait until the original item is received. The policy can vary.
* There are no additional exchange fees beyond the standard return shipping if you’re outside the free return window.
Return Shipping Costs and Fees
Who pays for return shipping depends on your location and sometimes the reason for return.
* Free Returns (U.S.): For returns within the U.S., TOMS provides a prepaid USPS label. This is free for you.
* International Returns: Customers outside the U.S. are responsible for the cost of return shipping and any applicable customs duties. This can be expensive, so it’s a big factor to consider.
* Non-Qualifying Returns: If you send back an item that doesn’t meet the policy (like a worn shoe), you may be responsible for the return shipping cost, and the item will be sent back to you.
Refund Methods and Timing
Once your return is approved, how and when do you get your money back?
* Method: Refunds are issued to the original form of payment. If you paid with a credit card, it goes back there. For PayPal orders, it returns to your PayPal account. Gift cards purchases are refunded as a new gift card.
* Timeline: After the warehouse processes your return, allow 7-10 business days for the refund to appear on your account. Credit card banks sometimes take a few extra days to post it.
* Store Credit: In some cases, like for a gifted item without a receipt, you may be offered store credit. This is usually delivered via email as an electronic gift card.
Returning Worn or Defective Shoes
What if your TOMS have a problem after you’ve worn them? The standard return policy doesn’t cover this, but TOMS stands behind their products.
* Manufacturing Defects: If you believe there is a flaw in materials or workmanship, contact TOMS Customer Service immediately. They will review your case and may offer a one-time courtesy replacement or repair, even outside the 30-day window. You’ll likely need to provide photos of the defect.
* Worn Returns: The policy is strict here. Intentionally returning worn shoes as “new” is a violation of the policy. However, if you wore them briefly indoors and realized they were defective, explain the situation clearly to customer service.
International Return Policy
International returns are more complex. If you ordered from a TOMS website serving your country (like TOMS.ca for Canada or TOMS.co.uk for the UK), you’ll follow that region’s specific policy, which is often similar.
If you ordered from the U.S. site and had it shipped abroad, you must use the U.S. return process. Key points:
* You are responsible for all return shipping costs and must fill out customs forms declaring the contents as a “returned good.”
* Marking a low value on the customs form can lead to delays or fees. It’s best to declare the actual value.
* Due to the complexity and cost, it’s often recommended to be very sure of your size before ordering internationally.
In-Store Returns vs. Online Returns
You can return online purchases to a physical TOMS retail store. This is often the fastest way to get a refund or exchange.
* Bring Your Items and Proof: Take the unworn items, all original packaging, and your order confirmation email (digital or printed) to the store.
* In-Store Process: The associate will process the return directly. You’ll typically get your refund on the spot if you paid with a card, which is much faster than mailing it.
* Important Limitation: You cannot return items bought in a physical store via the online mail-in process. Those must go back to a store.
TOMS Giving Policy and Returns
A unique aspect of TOMS is their One for One Giving model. When you buy a pair of shoes, they help provide a new pair to a person in need. A common question is: what happens with this giving when a product is returned?
TOMS has stated that their giving commitment is tied to the final sale. If a product is returned and resold, the giving promise is attached to the new sale. If the returned item cannot be resold, they evaluate the impact on giving. The core idea is that their annual giving goals are based on net sales, ensuring the model remains sustainable.
Tips for a Hassle-Free Return
A few extra tips can make sure your experience is positive.
* Keep the Original Box: While not always mandatory, using the original shoebox inside a shipping box is the best practice.
* Take Photos: Before you send anything back, take quick photos of the items, including the soles, to document their condition.
* Use the Prepaid Label: Don’t use your own label if TOMS provides one. Using a different carrier or label can delay processing and tracking.
* Don’t Remove Tags Until Sure: Keep all hangtags and labels on the shoes until you’re certain you’re keeping them.
* Track Your Package: Use the tracking number from your return label to monitor the package’s journey to the TOMS warehouse.
Frequently Asked Questions (FAQ)
How long does a TOMS return take to process?
Once the warehouse receives your return, inspection and processing usually takes 3-5 business days. After that, your refund is issued, which can take 7-10 business days to show on your account.
Can I return TOMS shoes without the original box?
It’s strongly recommended to use the original box. While the policy may not strictly require it, returning shoes without any box can lead to damage in transit and potential rejection of the return.
What is TOMS exchange policy?
The exchange policy follows the same 30-day, unworn condition rules as the return policy. You can initiate an exchange online for a different size or color, subject to availability.
Does TOMS offer free return shipping?
Yes, for orders shipped within the United States, TOMS provides a free prepaid return shipping label. International customers are responsible for their own return shipping costs.
Can I return TOMS after wearing them?
The standard policy does not allow returns of worn items. However, if you discover a manufacturing defect after minimal wear, contact Customer Service to discuss a potential warranty claim.
What if my TOMS shoes are defective?
Contact TOMS Customer Service with your order details and clear photos of the defect. They handle these case-by-case and often provide a solution for genuine manufacturing issues, even outside the return window.
Can I return TOMS to a store if I bought them online?
Yes, you can return online purchases to any TOMS Retail Store. Bring the items, all packaging, and your order confirmation for a quick in-person refund or exchange.
What is the return policy for TOMS Alpargatas?
The classic Alpargatas follow the standard TOMS return policy: 30 days, unworn condition. Be mindful that the break-in process can leave marks, so only wear them indoors on clean surfaces if you are testing the fit.
How do I start a TOMS return?
Visit the TOMS website, navigate to the Returns & Exchanges page, and enter your order number and email address to begin the automated process and print your label.
In conclusion, the TOMS return policy is consumer-friendly, especially with its 30-day window and free U.S. returns. The key to success is acting quickly, keeping items in new condition, and carefully following the online steps. For the fastest resolution, consider taking online purchases to a physical store. By understanding these guidelines, you can shop TOMS with confidence, knowing the return process is there if you need it.