Where's my stuff?

Enter your tracking number above to track your package. Tracking information can be found on your shipping confirmation email.

What is your return policy?

We accept unworn, unwashed and unaltered items purchased directly from shopTOMS.co.za that we receive within 30 days of recieving your order. Please account for the time it takes for the carrier to ship your item(s) to our warehouse at 82 Marine Drive, Cape Town, Western Cape. When initiating your return, you will be asked if you'd like your refund posted to the original payment method for your order or in the form of store credit to use on shopTOMS.co.za. Shipping charges are not refundable. Gift Cards (both physical and digital) and other items marked "All sales are final - Nonrefundable" are FINAL SALE and are not eligible for refund. Please see "How do I return an item?" within Returns Questions below for further details.

How do I return a gift I received during the holidays?

If you received a gift between November 1, 2024 and December 31, 2024, we are happy to facilitate returns for gifts purchased on shopTOMS.co.za in the form of a shopTOMS.co.za store credit. To start a gift return, please contact us by February 28, 2025, and provide the original order number and/or the original purchaser's name and email address. If you do not have that information, don't worry—we can help dig that up for you. Please note that shopTOMS.co.za store credit should be used in a year from issued date. Please see our Terms of Sale for more information on shopTOMS.co.za store credit, including details and restrictions.

What are final sale items?

We price items at such a great deal for a limited promotional period and designate "Sale" on the product detail page. These items are FINAL SALE and are not eligible for refund but can get a store credit or offer exchange as long as the item is unworn, unwashed and unaltered.

Do you offer exchanges?

If you would like to make an exchange, start a return and ship your item(s) back to us. Select the store credit refund method if you would like to wait for your return to be processed and credit to be given before placing a new order. If you are concerned that your item may sell out, notify us of the item you would like in exchange so we may reserve it for your exchange. Shipping charges are not refundable. Once we receive your item(s), it will take some time to process your refund. This time may be extended during busy holiday or sale periods throughout the year. Due to constantly changing inventory, we cannot guarantee item availability.

How much does shipping and handling cost?

Shipping and handling costs may vary depending upon the rates offered by our shipping carriers and promotions we may run. Please check shopTOMS.co.za for current shipping rates and/or any promotions we may be offering.

Can I check the remaining balance on my TOMS® Gift Card?

Yes! Click here to check your remaining Gift Card balance.

Gift cards are only redeemable at shopTOMS.co.za. Lost, stolen or damaged cards will not be replaced. Gift cards are non-refundable.      

Do you offer price adjustments?

We are committed to offering you exclusive offers on our latest styles, which may change on a daily basis. Due to our constantly changing promotions, we currently do not offer post-purchase price adjustments.

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

We accept Peach Payments (Card-Visa and MasterCard, Pay by Bank- Capitec Pay, Nedbank, Absa, First National Bank, Standard Bank, Investec, Thyme Bank, Bidvest Bank, Old Mutual Bank, Discovery Bank and African Bank and Scan to Pay), Pay Just Now, Payflex, Happy Pay, shopTOMS.co.za Gift Cards, and shopTOMS.co.za store credit. We do not accept checks or cash at this time. If you pay with a shopTOMS.co.za Gift Card or store credit, you can pay the balance of your purchase with a Peach Payments (Card-Visa and MasterCard, Pay by Bank- Capitec Pay, Nedbank, Absa, First National Bank, Standard Bank, Investec, Thyme Bank, Bidvest Bank, Old Mutual Bank, Discovery Bank and African Bank and Scan to Pay), Pay Just Now, Payflex and Happy Pay.         

I received an error message when trying to check out. What does this mean?

Please verify that the billing information you have entered is the same as the information that your credit card issuing bank has on file. If you enter billing information that varies from what your bank has on file, your order will not go through.         

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 Gift Card Code in the corresponding box in the Payment step of checkout, then hit "Apply" before submitting your order. If redeemed properly, you will see the gift card balance reflected in the total at the bottom of your screen. Please see our Terms of Sale for more information on TOMS® Gift Cards.       

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. If you've reached this page, we've received your order and we are either reviewing your payment information or your order is ready to be processed. You should also receive an email confirmation shortly after your order is submitted to confirm that we received it. Once your order is shipped, you will receive an email confirming shipment.         

When will my order be processed?

Orders are processed and shipped Monday through Friday, within 1 to 3 business days of the order date. Please note that we do not process orders on weekends and major holidays. All processing times are estimates and may be subject to change.        

Can I cancel an order once it has been placed?

Yes, you may cancel your order after it has been placed. If you need to cancel outside of working hours, please email us at intobrands.online@gmail.com, and we will review your request as soon as we are back in the office. Alternatively, you can call us at 021 510 4428 during working hours for immediate assistance. Please have your order number ready so we can quickly locate your order and assist you. However, if your order has already been dispatched, you may be able to return the items once you receive them. Please refer to our Returns Questions for more details on the return process.        

Need assistance shopping on our site?

If you are in need of immediate assistance, please call us at 021 510 4428 during our trading hours Mon-Fri 09:00-16:00.         

Do you restock shoes that are sold out?

Most of our styles are seasonal or limited editions; this means that once they sell out, they will not be restocked. However, some of our classic styles are frequently restocked.         

How can I get a gift receipt?

We do not offer standalone gift receipts at this time.

If your shoes are unsuitable or just not what you expected, we offer Free returns and exchanges within 10 days of receiving your order for items over R999. For products under R999, a R100 fee applies to returns and R200 fee applies to exchanges.

If you are unhappy with the product that you have purchased from us, we will issue a credit within 30 days of purchase provided that the product is returned unused, in its original packaging, and with a valid invoice. After the standard 30-day period, we cannot offer you a refund or exchange. To be eligible for a refund or exchange, all physical products must be packed in their original, unmarked packaging, including any accessories, labels, free gifts, and bonus items that came with the product.

Sale Items
Please note that sale items do not qualify for refunds but are eligible for exchanges and store credit, as they are final sale items.

Packaging Requirements
Please ensure the item is in its original packaging and undamaged. If the packaging has been damaged due to negligence, a R100 fee will be applicable to cover the cost of replacing the item’s packaging.

Due to high shipping costs, we cannot offer free returns on sale items. We charge R100 for a return that leads to a store credit and R200 for an exchange. This charge is purely to cover courier costs.

Returns Logged After 10-Day Period

Return for Refund: R100 for collection

Exchange: R200 for collection and delivery

Return Process

Please contact us within 7 days of receiving your order.

Log a return by filling in the form below.

We will collect the product from you in accordance with the terms set out above.

Please inform us if the collection address differs from the original delivery address.

Once we have inspected the product and validated your return, we will exchange the item or process a refund.

Refunds
Please note that refunds can take 5–10 working days to reflect in your account.

Reminder
If the item’s packaging has been damaged due to negligence, R100 will be deducted from your refund to cover the cost of replacing the packaging.

Start Return

1. Shipping Providers:
   
   We collaborate with several reliable third-party courier companies to ensure your order reaches you promptly. Our current partners include:
   The Courier Guy
   DSV
   WumDrop
   If you have a preference for a specific courier, just let us know—we’re here to accommodate!
   
2. Free Shipping Threshold:
   
   For all orders totaling R999 or more, we offer FREE shipping. It’s our way of saying, “Thanks for choosing TOMS South Africa!”
   
3. Standard Shipping Rate:
   
   If your order falls below R999, there’s a flat R100 shipping fee. This ensures your goodies make their way to you swiftly.
   
4. Delivery Hours:
   
   Standard deliveries occur on weekdays (Monday to Friday) between 09:00 and 17:00. So keep an eye out during those hours for your package!
   
5. Contact Us:
   
   Should you have any questions or concerns about your delivery, don’t hesitate to reach out. Remember, you’ve got a 10-day window from the date of receiving your order to get in touch.

How do I care for my TOMS® shoes?

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 offer a leather and suede pre-treatment spray on our website.  
• We do not recommend pre-treating delicate fabrics (glitter, glimmer, lace, crochet, etc.) or faux fur/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 unless the product is labeled as machine washable. 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.
• TOMS offers cleaning wipes on our website to wipe off dirt and stubborn stains.

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.

Injected EVA (Kids Rompers): Use a damp cloth and rub gently with lukewarm water and mild soap.

At TOMS®, we like to connect with our customers, and we want to make it as easy as possible for you to reach us with all your inquiries.

Our goal is to provide you with an enjoyable and memorable experience while shopping with TOMS. Please use one of the methods at the bottom of this page to reach us now.