TOMS Return Policy: What You Must Know

TOMS is widely recognized not only for its stylish shoes but also for its commitment to social good. Beyond fashion, the company has created a system that allows customers to shop confidently, knowing that returns and refunds are handled in a clear and structured manner. Whether you are buying your first pair of TOMS shoes or are a loyal repeat customer, understanding how the return and refund process works can save you time, avoid unnecessary fees, and ensure you get the refund or credit you deserve. This guide will provide a comprehensive overview of TOMS’ policies, including timelines, shipping responsibilities, store credit options, and tips to make the process seamless.

What Is The Return And Refund Policy For TOMS?

TOMS accepts unworn, unwashed, and unaltered items purchased directly from TOMS.com if they arrive at the Dallas warehouse within 30 days of the order date. Items must remain in their original condition, and customized or altered products, such as footwear with TOMS shoe tattoos, are considered final sale and cannot be returned. Customers have two options for refunds:

• Refund to the original payment method ($4.99 restocking fee applies).
• Store credit (no restocking fee), which can be used for future TOMS purchases.

Shipping charges for the original order are non-refundable, so customers should plan accordingly when returning items. Final Sale items, including discounted promotions or gift cards, are strictly non-returnable.

Does TOMS Offer Exchanges?

TOMS does not offer direct exchanges. Instead, customers need to return their items and place a new order for the desired size or style. To avoid the $4.99 restocking fee, it is recommended to select store credit. If speed is essential and you want to immediately purchase a replacement item, request a refund to your original payment method and then place your new order. This approach ensures you secure the new product without waiting for the credit to appear in your account.

How Long Does It Take To Get Refund From TOMS?

Once returned items arrive at the Dallas warehouse, refunds are processed. If store credit is chosen, it typically appears in your TOMS account quickly. Refunds to credit/debit cards or PayPal accounts may take several business days, depending on your bank or payment processor. Customers should note that during high-demand periods, such as holidays or major sales, processing times may be longer. Each returned item is processed individually, so multiple returns may appear as separate transactions in your account.

How Can You Return An Item To TOMS?

Returning an item to TOMS is straightforward. Follow these steps:

1. Visit the TOMS Returns Portal and have your order number and ZIP code ready.
2. Print your UPS return label.
3. Package the item(s) carefully, including the return form, and drop off at an authorized UPS location.

Make sure your items arrive at the warehouse within 30 days of your original purchase date to be eligible for a refund or store credit. This ensures timely processing and avoids any complications with late returns.

Can I Return A TOMS Item Without A Receipt?

For purchases made on TOMS.com, your order number and shipping details are sufficient to process a return. However, if the item was purchased from an authorized retailer, a receipt or proof of purchase is required. Products purchased from unauthorized sellers are not eligible for returns or the 45-Day Satisfaction Guarantee. Always keep your purchase confirmation or receipt for smoother processing.

Can You Return Used Items To TOMS?

No. TOMS only accepts items that are unused and unaltered. Products that have been worn, washed, or customized, including with TOMS shoe tattoos, are classified as Final Sale and cannot be returned under any circumstances. Returning used items may result in denial of the refund or store credit.

Can You Return A TOMS Item Without The Original Box Or Package?

While original packaging is preferred for protection and ease of processing, TOMS may accept returns without it if the items are in new, unworn condition. Proper packaging is highly recommended to prevent damage during shipping and ensure faster processing. Including the return form with your package also helps speed up the refund.

Does TOMS Accept Return Without Tag?

Products should retain their original tags. Missing tags may lead to the return being rejected, as TOMS cannot verify that the item remains in new and unaltered condition. Always double-check your items before shipping them back.

Can I Return A Gift To TOMS?

Yes. Gifts purchased directly from TOMS.com can be returned for store credit, which does not expire. To initiate a gift return, the original order number and shipping details are required. This allows recipients to choose their preferred item, making TOMS gift returns convenient and flexible.

How To Contact TOMS?

For assistance with returns, refunds, or satisfaction guarantee claims, customers can contact TOMS Customer Service:

• Phone: 1-800-975-8667 (Mon–Fri, 8 am–5 pm PST)
• Email: [email protected]

Conclusion

TOMS offers a clear and flexible return policy, giving customers 30 days to send items back. You can choose between a refund (with a $4.99 restocking fee) or store credit (no fee). Shipping charges are not refundable, and Final Sale items cannot be returned. The policy highlights the importance of returning items in unworn, unaltered condition, including all tags and, preferably, the original packaging. By following these guidelines, both new and returning customers can manage returns smoothly, ensuring a hassle-free shopping experience and peace of mind.