Questions


QUESTIONS ABOUT TOMS™

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


How much does shipping and handling cost?

Shipping is on the house. TOMS™ will handle the bill for any delivery nationwide.

ORDERING ON SHOPTOMS.CO.ZA

What forms of payment does SHOPTOMS.co.za accept?

SHOPTOMS.co.za accepts multiple payment methods. We currently accept Visa, MasterCard, MobiCred, Instant EFT, manual efts and TOMS™ Gift Card.

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.

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 will 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 on how to return your product(s) or cancel your order.

RETURNS

I want to return an item. How can I do this?

Need to return an item? No problem! We'll guide you through this easy process. If you require an alternative size in an item you purchased, we would recommend placing a new order for the new size and returning the size that is not suitable.
You can email us on online@shopTOMS.co.za to initiate the return. One of our friendly team members will be in touch and guide you through the process. Once our couriers have collected the product(s) we will evaluate the them and refund the full amount paid into the South African bank account of your choice.

What is your Return Policy?

All returns must be back in our warehouse within 30 days from date of purchase. Once your return is processed, we will refund your money back to the original payment method. Please note that we strive to process your return within 10 days of receiving it back in our warehouse. All items must be returned unworn, in the original packaging and in a resalable condition. We will refund you the total amount that you have paid for the product (s) that you are returning, unless the shoes have decreased in value. For example, if it is clearly visible that the products have been unnecessarily roughly treated.
We will handle the cost of the return shipment.
SHIPPING METHODS AND TIMES

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

It takes approximately 2-5 business days to deliver the product. 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.

How much does delivery cost?

Shipping is on the house. TOMS™ will handle the cost for any delivery nationwide.

Does SHOPTOMS.co.za ship internationally?

SHOPTOMS.co.za ships online orders to the Republic of South Africa only.
TOMS™ are also available at official retailers across the world. To find one closest to you, you can make use of our country switcher located at the top of our website.

PRODUCT AND SIZING QUESTIONS

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.

In what widths are TOMS™ available?

TOMS™ are available in medium width only. Unfortunately, currently 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.

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.

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.

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. If your shoes are altered or not as expected after washing, please note that TOMS™ will not cover this under warranty.

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Where are TOMS™ Shoes manufactured?

TOMS™ shoes are manufactured in China, Vietnam, Ethiopia, India, Kenya.

Where is TOMS™ eyewear manufactured?

TOMS™ eyewear is manufactured in China and Italy.

How does TOMS™ ensure it’s 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

Where can I find a retailer that carries TOMS™?

Visit our Store Locator or Retail Partners to find one of our amazing retailers in your country.

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™.

Can I return shoes purchased from a retailer on SHOPTOMS.co.za?

We only accept returns and product-related issues for shoes purchased on SHOPTOMS.co.za. Please contact the retailer you purchased your shoes from for proper return instructions.

GENERAL TOMS™ QUESTIONS

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 purchase, TOMS™ gives a pair of new shoes to a child in need - One for One™.

Is TOMS™ a non-profit organization?

TOMS™ 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.

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.

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.

How can I contact Customer Service?

We are available for you telephonically, email and by chat. Visit our Customer Service page for our contact information. We're here to help!

I found a website that looks authentic and sells TOMS™ products. Is it real?

The official website of TOMS™ in South Africa is SHOPTOMS.co.za, 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 appears 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 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 who 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 let us know via the Contact Us page

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 via the Contact Us page. SHOES: If you believe that the TOMS™ shoes products you purchased are defective with regard to material and workmanship within 12 months of the date of purchase, please Contact Us and include the below 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) 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 enquiries. 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.

Message Anytime

Send us a message via our Contact Us page.