I am having a hard time completing my order. What can I do?

Please try clearing your browser cache and cookies and try to check out again. Feel free to reach out to our customer service team with your email address, device, and browser type for further assistance.

How do I redeem my TOMS® Gift Card?

Redeeming your TOMS® Gift Card is easy! Simply enter the 16-digit code (exactly as shown - including the dashes) in the box labeled "TOMS Gift Card" at Step 2 of checkout, then hit "Apply" before submitting your order. If redeemed properly, you will see the discount reflected in the total on the right side hand of your screen.

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.

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 for details.

You are responsible for providing correct delivery address and contact information. If you entered an incomplete/incorrect address when placing your order, we cannot guarantee you that we are able to update the address with our delivery/shipping partner. Please contact our customer service team for support.

We accept the following payment methods for orders shipped within the European Union:

• Visa
• Mastercard
• American Express
• Maestro
• iDEAL | Wero
• Klarna — Pay in 3
• Klarna — Pay in 30 days
• Klarna — Pay in full today
• Klarna — Financing
• PayPal

For more information about Klarna, see the Klarna: Buy Now, Pay Later section.

We offer express checkout through:

• Apple Pay
• Shop Pay
• PayPal Express

The express checkout options shown to you depend on the wallets you have set up on your device and the payment methods we can process.

When you choose Klarna at checkout, you’ll get the option to shop now and pay
later for your purchase. For more details on Klarna payment options,
requirements and terms & conditions, see our dedicated Klarna page.

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

Once your order is placed and confirmed, you'll receive a tracking number and shipping confirmation by email as soon as it leaves our warehouse. Transit times vary by destination — see the shipping rates and delivery times table for the lead time to your country. Please note that delivery may be slightly delayed during holidays and peak seasons.

Delivery times are estimates only and not guaranteed.

Which delivery options do I have to choose from, and how much does it cost?

We offer delivery to home addresses, and to local pick-up points, where available through our carriers. We encourage our customers to choose pick-up point delivery, when possible, as it’s the more sustainable option.

Prices may vary depending on location, and you will see the delivery options and prices on our check-out page.

If you select delivery to a pick-up point/locker, and don’t collect your order, it will be returned to us. Please note that under EU consumer law, we're not obligated to refund the original shipping fee. This is because the delivery service was completed as agreed, and the related costs were still incurred, even though the package wasn’t collected.

Do you ship internationally?

We deliver to Belgium, France, Germany, Luxembourg and the Netherlands.

If you'd like to ship your order to the United Kingdom, please use the language switcher in the top-right of the menu to switch to our UK store at uk.toms.com before you start shopping. We do not deliver to BFPO addresses or the Channel Islands.

Shipping rates and delivery times (overview)

See the table below for shipping costs, delivery times and options by country. Lead times are based on our average delivery performance over the last 90 days; actual transit times may vary during sale and peak periods.

Country	Carrier	Cost	Free over	Lead time	Options
BE	DHL	€5.50	€100	1–3 business days	Home, Pick-up
FR	DPD	€7.50	—	2–5 business days	Home
DE	DHL	Free	Always	1–2 business days	Home, Pick-up
LU	DHL	€5.50	€100	1–3 business days	Home
NL	DHL	€4.95	€100	1–2 business days	Home, Pick-up
GB	UPS	£5.50	—	4–7 business days*	Home, Pick-up

* UK delivery times are longer due to customs processing.

Where’s My VAT Invoice?

At TOMS.com, we’re focused on making your shopping experience as easy as possible. Our website is designed specifically for consumers (B2C), so we don’t automatically send invoices after your purchase. If you ever need an invoice, no worries: just reach out to our customer service team, and we’ll be happy to provide one for you.

As a Dutch-registered company using the VAT One-Stop-Shop (OSS) scheme, this means that for all our sales within the EU, we follow Dutch VAT invoicing rules. Under Dutch law, there’s no obligation to issue an invoice for sales to consumers unless you ask for one.

How can I reduce the environmental impact of my return?

Every return journey (box, packaging, transport) leaves a carbon footprint. We are committed to doing our part, so we encourage you to take a moment before you order: check the size guide, read the fit notes, and try them on a carpeted surface. A little care upfront means less impact all round.

How do I find the right fit before ordering?

Most returns happen because of fit. These three checks take two minutes and can save you (and the planet) a return journey.

1. Check the size guide. Each product page has a size guide specific to that style. TOMS® sizing can vary between silhouettes, so always check rather than assume your usual size applies.
2. Read the fit notes. Look for “runs small”, “wide fit”, or “narrow toe box” in the product description. Read the product reviews for information on fit, including width, length, and sizing indicators.
3. Measure your foot. Feet change over time. For the most accurate fit, measure the length and width of your foot in the afternoon (when feet are at their largest).

If you are still unsure about your size, try your TOMS® on a carpeted surface before removing any labels. That way, if they are not quite right, they can still come back to us.

I received a different size than I expected. What should I do?

All TOMS® products use US sizing on the box, as TOMS® is an American brand. The largest size shown on the box is the US size, while the label inside the shoe shows the matching US / UK / EU conversion. Example: US 8 = UK 6, which corresponds to EU 38.5. Please check the inside shoe label before starting a return, as the correct equivalent size may have been sent.

How do I start a return?

1. Start your return online. Head to our return portal and follow the steps.
2. Pack your items. Items must be unworn, with labels still attached, in original packaging, and in saleable condition. Remove the original shipping label before you drop off; the new one takes its place.
3. Drop it off and you are done. Return shipping is at your own expense in most countries, and free in others. See the return fees and windows table below for the lowest available option per country.

That is it. We will take it from here.

What is your return policy?

Returns must be shipped back within 30 days of purchase. Items must be unworn, with labels attached, in original packaging, and in saleable condition. We will refund the purchase price unless the items show signs of excessive wear.

Can I exchange an item?

Exchanges are not available. If you need a different size or style, please return your item and place a new order to access available stock as quickly as possible.

Can I return multiple orders in one shipment?

If you would like to return multiple orders in one shipment, please contact Customer Service. We are happy to assist.

I received the wrong item or something damaged. What should I do?

Submit a claim before sending anything back.

When will I receive my refund?

Depending on the country, EU returns can take 8–10 working days to reach our Netherlands warehouse. Once received, we process them within 3–5 working days. Returns are processed and refunded individually, which may occur on different days. During SALE periods and holidays, a delay might occur.

What is my right to cancel?

In the European Union and the United Kingdom, you have the legal right to cancel an order placed online, by phone, or by post. This right allows you to cancel your order within 14 days of receiving the goods without needing to provide a reason. After cancellation, you must send the goods back within 14 days. If the complete order is returned, we will refund the standard shipping costs along with the cost of the goods within 14 days of receiving the returned items.

Return fees and windows by country (overview)

All returns must be shipped back within 30 days from the purchase date. You can choose your return option in the returns portal and pay for the label there. The prices below are the lowest available option per country.

Country	Return fee (from)	Return window	Est. transit time
BE	€5.50	30 days from purchase	8–10 working days
FR	Free	30 days from purchase	8–10 working days
DE	€5.50	30 days from purchase	8–10 working days
LU	€5.50	30 days from purchase	8–10 working days
NL	€5.75	30 days from purchase	8–10 working days
GB	Free	30 days from purchase	14 working days

Start a return on our return portal.

What features should I consider when choosing a pair of boots?

Finding the right pair of boots for you depends on your lifestyle and preferences. If you prefer a sleek look, you can opt for a smooth leather. If you like something softer and more textured, then suede or nubuck leather is your go-to choice. If you’re planning to use your boots for walks, durability, extra grip from a lug sole and water-resistant or water-repellent materials are important features. Want everyday ease for running errands? Then look for boots with zippers, elastic gores and pull on tabs for quick on and off. If you’re looking for something easily adjustable, lace-up styles can offer you a more customisable fit. Check out our styling blog if you want to learn more about how to style our boots.

Reading customer reviews is also a great way to learn about how a boot feels in real life - whether it’s about the fit, how comfortable they are, how durable or how versatile the style is.

How can I make sure to order the right size for boots?

We recommend checking our sizing chart and sizing details before ordering. If you’re planning to wear your boots with thicker socks, you may want to size up a size for a more comfortable fit. Once you’ve ordered your boots and they’ve arrived, try the boots indoors and walk around briefly to confirm a comfortable fit before deciding to keep them.

How do I check if my boots have the right fit?

When trying on a boot, make sure you have the type of socks on that you plan to wear most often in these boots. As thicker socks may require more room. Your heel should stay in place with minimal lifting as you walk. The boots should feel snug, secure and supportive. You should have enough room for your toes to wiggle, with no excessive pinching, slipping. When walking around it should not feel too tight or painful, in this case sizing up is needed.

What is the difference between Water Repellent and Water Resistant boots?

Water repellent boots offer light protection, causing water to slip off the surface, making them ideal for brief exposure to moisture. Water resistant boots provide stronger protection, allowing them to withstand light rain and splashes without letting water soak in.

Pre-Treatment

For basic textiles we recommend pre-treating with a textile protective spray. For suedes and leathers, we recommend pre-treating with a suede and leather protective spray. We do not recommend pre-treating delicate fabrics (glitter, glimmer, lace, crochet, etc.) or faux fur or shearling materials.

With any pre-treatment, test first on an inconspicuous area to make sure there is no discoloration, then follow the manufacturer’s instructions on the product.

Storage

To prolong the life of your shoes, store them outside of direct sunlight in a cool, dry environment.

Cleaning

Caution: We do not recommend machine washing your shoes as it may compromise the integrity of the product. We do not recommend applying direct heat to your shoes, or placing non-waterproof footwear under running water.

When attempting to clean your shoes, we always recommend testing the cleaning process in an inconspicuous area first to ensure there is no discoloration. Once cleaned, we recommend air drying your shoes in a cool, dry environment—away from direct sunlight. Gently stuffing the shoes with paper can help maintain the shape as they dry.

• Canvas or Basic Textile: Use a damp cloth and rub gently with lukewarm water and mild soap.
• Leather/Synthetic: Use a damp cloth and rub gently with lukewarm water and mild soap.
• Suede: Use a suede brush to gently brush dirt away. We do not recommend using any water.
• Faux Fur/Shearling: Use a loose bristle hair brush to gently brush the material. If needed, use a damp cloth and rub gently with lukewarm water and mild soap. Once dry, gently brush to fluff up the material.

What type of material does TOMS® use for insoles?

- CloudBound™ Insole: TOMS signature custom foam insole for all-day comfort and support. Removable so you can tailor your perfect fit.

- Cloudbound™ Arch Insole with memory foam and arch support. Removable, washable.

- CloudBound™ Rise Insole with memory foam and slight angle for all-day comfort and naturally confident posture. Removable, washable.

How do I break in new shoes, and how is that different from shoes that don’t fit properly?

It’s perfectly normal for some new shoes, even if they’re the correct size and fit for your feet, particularly those made from leather or other structured materials, to feel slightly stiff at first. To ease this in, we recommend wearing them indoors for short periods to begin with, allowing the materials to gradually adapt to your foot shape. Thicker socks can offer extra cushioning and help stretch out snug areas gently. Using blister plasters can also help protect your feet during the first few wears.

An important difference: breaking in shoes is not the same as trying to make a pair that isn’t the right size or shape work for your feet. Well-fitting shoes should feel supportive from the start, with enough room for your toes and no excessive pinching, slipping, or tightness. Breaking in shoes can help with comfort, but it won’t help if shoes are the wrong size or shape for your feet.

Different styles of footwear are also designed to fit and feel differently. For example, a pair of sneakers typically offers more structure, padding, and support around the foot, while espadrilles often have a softer, more flexible build with less internal cushioning. This means that even if two pairs are the same size, they may feel quite different when worn. It’s always a good idea to consider the style and material of the shoe when judging fit and comfort, and to allow a little time to adjust to the feel of a new type of footwear, especially if you’re used to a different style.

What is the difference between Alpargata Plus and our classic Alpargata?

The Alpargata Plus offer more space inside than a standard Alpargata. This applies to the toe box, the width across the foot, or the overall interior volume of the shoe.

The Alpargata Plus and classic Alpargata are designed with different footbeds.

The shoe may feel looser across the ball and sides of your foot, ideal for those with wider feet, or someone who prefers a roomier fit.

• A pair of Alpargata Plus will feel slightly larger on the foot than a pair of classic Alpargatas. Example: if your standard classic Alpargata size is US 7/UK 5/EU 37.5, then a pair of Alpargata Plus in the same size may feel ½-1 size too large, depending on whether you have wide or narrow feet.
• US 7/UK 5/EU 37.5: The bottom width difference is 3.88mm and the ball girth difference is 3.65mm.

To learn more about Alpargatas, check out our Espadrille blog.

Fit variations

The fit of our footwear can vary from person to person, influenced by both individual foot shapes (arch heigh, width, toe alignment) and our brand-specific designs.

What size shoes should I order?

TOMS® generally run true to size. 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.

Our shoes are printed with US sizes, but we display EU sizes on our website for your convenience — just order your usual EU size. The letters on the insoles indicate the size category: W for women's, M for men's, Y for youth and T for toddler.

Size charts can be found on all of our product pages.

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.

All of our shoes & eyewear come with a 2-year legal guarantee under EU consumer law. For damaged or defective products, submit your warranty claim here. If you believe your TOMS® shoes are defective, include the requested information with your claim form. This warranty excludes fair wear and tear, wilful damage, abnormal storage, alterations, repairs, improper fit, scratched lenses (eyewear) or unreasonable use.

We will review your claim and confirm the outcome via email. If more information is needed, we will contact you. Provide any requested information within 30 days, or 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.

Customer Service Holidays

At TOMS®, we like to talk to our customers, and 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. Please use one of the methods at the bottom of this page to reach us now.

If you happen to reach us when we are offline, simply submit your inquiry and we'll get back to you as soon as possible.

Our customer service team is closed on the following dates in 2026:

• 1 January
• 3 April
• 6 April
• 27 April
• 1 May
• 16 June
• 10 August
• 24 September
• 16 December
• 25 December

How was TOMS® started?

TOMS® was built on the belief in a better tomorrow. In 2006, our founder Blake Mycoskie pioneered the One for One® model after an inspiring trip to Argentina, where he met many children who did not have shoes. Since then, our community has helped provide shoes, sight and safe water to more than 105 million people around the world.

Today, your TOMS purchase helps support children’s education, health and well-being. Together, we’ve positively impacted over 105 million lives. Better tomorrows begin with TOMS. Learn more about (y)our impact.

Is TOMS® a non-profit organization?

TOMS® is a for-profit company with impact at its core. In fact, our mission is to use business to improve lives. We work with non-profit community organizations (we call them Impact Partners) to create impact, which you help generate through each of your purchases.

I want a job at TOMS®. How do I apply?

Here at TOMS, we are united by the belief that an equitable world is possible. Our employees are a passionate, diverse, and highly collaborative group of individuals helping to turn this vision into a reality. If that sounds like your kind of place, we invite you to get in touch. View open positions here.

Who is Tom?

There is no "Tom." TOMS is actually short for Tomorrow’s Shoes. Because with every purchase, you help build a better tomorrow.

How does TOMS® work with its manufacturers to adhere to human rights standards?

Corporate responsibility is very important to us at TOMS®. To help our
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 meet such standards. For more information on our
comprehensive program, please visit our Corporate Responsibility page.

What does TOMS® give?

We give a portion of our profits to support children’s education, health, and well-being - through financial grants, product donations, and deep partnerships with leading organizations.

Does TOMS® still do One for One®?

We’re to improve lives. This mission has been at the heart of what we do since the start in 2006. Founder Blake Mycoskie launched TOMS from his apartment in Venice Beach, California, introducing the groundbreaking One for One® model. For every pair of TOMS shoes purchased, TOMS donated a pair to a child in need.

What happens to the give if I return my TOMS product?

Because our giving fund is based on annual net profits, returned products do not contribute to the fund overall.

So, what’s a B Corp™ anyways?

Certified B Corps™ are for-profit companies that use business as a force for good, and we’re proud to be part of a community of businesses that are committed to building a more inclusive and sustainable economy.

As a Certified B Corp™ we’re legally permitted to consider the impact of our decisions on our workers, customers, suppliers, community, and the environment. We also get a new score every 3 years, which includes all the ways in which we can improve. So, we’re B Corp™ certified but far from finished.

When and how did TOMS® become B Corp certified? How does it work?

TOMS® became B Corp™ certified in 2018. Certified B Corps™ achieve a minimum verified score of 80 points on the B Impact Assessment—a rigorous assessment of a company’s impact on its workers, customers, community, and the environment. This assessment is overseen by B Lab’s ® Independent Standards Advisory Council. Once certified, B Corps™ amend their governing documents so that, by law, the decisions of their boards take into account an impact on employees, customers, society, and the environment.

What's TOMS’ score?

Since 2018, we’ve proudly upheld the values of B Corp™ and continue to improve with each recertification. In 2024, we achieved our highest score to date: 126.7 - a 31.6% increase from our initial score. A strong reflection of our ongoing commitment to progress, especially in the areas of environmental impact and community.Like all B Corps™, we must maintain or improve our score every three years to retain our certification. In 2022, TOMS was once again named Best for the World in the Community category. This recognition places TOMS among the top 5% of B Corps of similar size in this category.To learn more about our most recent donations and initiatives, read our impact report.

Do you have any policies that you've formalized as part of your B Corp certification?

Yes. As part of our recertification, we've formalized a few things:

• A Responsible Advocacy Policy, TOMS does not engage in direct lobbying. We're members of a few footwear industry associations, and this policy sets out how we think about that involvement and where we draw the line.
• Responsible Marketing Principles, so our claims about our impact stay precise, honest, and easy to verify.
• A Climate Action Plan, laying out our near-term goals on energy, emissions, and how we get there.

Most of these reflect how we already operated. Formalizing them just means writing it down, holding ourselves to it, and being clear with our customers.

What is TOMS’ stance on environmental sustainability?

While social impact is our main focus, we believe that improving lives also means taking care of the place we all call home. Environmental sustainability is a collective responsibility and we are committed to doing our part.

We take a holistic approach to sustainability, which means that we extend our ethical and eco-conscious practices throughout our business. We are committed to making choices that benefit our customers, employees and our planet—from the materials and vendors we choose to the steps we take to get each product to you. We’re excited to share our journey with you.

How is TOMS becoming more sustainable?

Our sustainability journey is just that—a journey. And we’re excited to share every step of it along the way, from our current efforts to our future goals. As a starting point, we are committed to:

• Improving our B Corp score with each re-certification (every 3 years).
• Sourcing 100% sustainable cotton by 2025.
• Continuing to source 100% of our product packaging from sustainably managed forests and have it comprised of 80%+ recycled materials.
• Reducing our carbon footprint year over year and sharing our progress.
• Transparent reporting

We also partner with best-in-class organizations to evaluate our progress, including:

B Corp — We’re proud to have become B Corp certified in 2018. Our B Corp certification recognizes our commitment to the highest standards of social and environmental performance, transparency, and accountability. We re-certified in 2020 and improved our score by 25.2 points. The environment section was our greatest area of improvement - going from 11.8 to 22.4

Leather Working Group (LWG) — LWG certifies leather manufacturing facilities based on environmental performance in areas such as water and energy use, air emissions, and waste. Through our partnership with LWG, we source 100% of our leather from gold and silver-rated LWG leather manufacturers.

Canopy — being committed to Canopy’s conservation standards encourages us to continue to source all wood-based material we use from sustainably managed forests. See our Sustainable Forest Commitment and full policy.

What is TOMS’ carbon footprint?

We’re working on measuring our carbon footprint baseline and will share our results and our plans for improvement.

What is TOMS doing to reduce waste in its packaging?

We have updated our packaging in 2020 to reduce its impact on the environment.

Our boxes are made from Forest Stewardship Council (FSC) certified paper. Being committed to Canopy’s conservation standards encourages us to continue to source all wood-based material we use from sustainably managed forests.

Our product packaging is made with 80%+ recycled material and uses soy-based inks. In our packaging redesign, we are reducing the amount of cardboard in each box and are switching to 90% recycled tissue paper.

The TOMS hangtag is made from 100% recycled kraft paper and uses soy-based inks. In our packaging redesign, we are reducing the size of the hangtag by 59%.

Add a personal touch to your shoes with embroidered Footy Flags. Each pack includes eight patches (two per flag) with a 3M adhesive backing that can be applied to your shoes for a fun, customizable look that lets the world know who you’re rooting for.

How to Apply Your Flags

1. Wipe the shoe surface where you want to apply the flag with a soft cloth and a small amount of rubbing alcohol. Let the area dry completely.
2. Gently peel off the 3M adhesive backing.
3. Place the flag on your shoe, either over the existing TOMS flag or in another preferred location.
4. Press firmly for a few seconds to help secure the flag.

Tips for Best Results

• Apply to clean surfaces for better adhesion.
• Rough or highly textured materials may reduce how well the adhesive sticks.
• Apply soon after opening for strongest adhesion.

Important Notes

• Designed for single use only.
• Flags may shift or come off during wear depending on activity and surface texture.
• Applying or removing the flags may leave marks or affect the shoe surface.
• Do not apply on leather, suede, fur, or silk materials.