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Help Me With
  • Shipping And Delivery
  • Returns And Exchanges
  • Product Sizing And Care
  • General Information About TOMS
Title
  • What shipping types do you offer? How much are they?
  • How will my order be shipped?
  • Where do you ship to?
  • How can I track the status of my order?
  • Can you deliver to my work address?
  • Do you deliver to PO Box addresses?
  • What happens if my items get lost in transit?
  • What happens if an item is missing from my order?
  • What happens if I receive an incorrect item?
  • How can I contact customer service?
  • What should I do if my goods are damaged or faulty?
  • What should I do if my TOMS Shoes/Eyewear/Bags are defective?
  • What if I changed my mind or purchased the wrong size?
  • What about sale return items?
  • Where do I ship my returns?
  • What forms of payment do you accept?
  • I didn’t receive my order confirmation
  • What size should I order?
  • Will my TOMS® Shoes stretch?
  • How do I care for my TOMS® Eyewear?
  • What type of material does TOMS® use for its insoles?
  • How do I determine the length for replacement shoelaces?
  • How do sizes compare between US, AU/UK and EU?
  • What is the sizing for apparel?
  • How do women's shoe sizes compare to mens's?
  • How do youth shoe sizes compare to women's?
  • How was TOMS® started?
  • Where are TOMS Shoes manufactured?
  • Where is TOMS Eyewear manufactured?
  • How does TOMS work with its manufacturers to adhere to
    human rights standards?
  • Is TOMS a non-profit organisation?
  • Who is TOM?
  • How does TOMS give the matched pairs?
  • Is TOMS partnering with Skechers to make BOBS?
  • I found TOMS products for sale on an auction website.
    Are they authentic?
  • All other enquiries
Answers
  • TOMS® offers standard shipping within Australia for a flat rate of $9.95. Free shipping within Australia is available on all purchases valued at $100 or over.

    All shipping prices are stated in Australian Dollars $AUD.

    Standard delivery

    $9.95 flat rate shipping for all Australian orders.

    Standard delivery orders are shipped by Australia Post and will be received within 2-–7 business days after shipping. Standard delivery may take longer in certain rural areas.

    For more information visit: www.auspost.com.au/parcels-mail/delivery-areas.html

    Free shipping

    Our free shipping offer is applied at checkout for purchases valued at $100 or over. Promotion can’t be applied retroactively to historical orders or to orders that have been adjusted. The free delivery promotion is valid for Australian standard ground shipping within the Australian mainland and Tasmania. Orders will be received within 2-–7 business days; however, they may take longer in certain rural areas.

    Express/Priority delivery

    Express shipping is available at an extra cost of $12.50. After receiving an express order, we will dispatch the order within one business day, sending via Australia Post’s Express Post service.

    Express Post next business day delivery is only available within the Express Post next business day delivery network. Please check if your delivery address is within the Express Post next business day delivery network at: AusPost : Delivery speeds & coverage

  • Our carrier is Australia Post eParcel.

  • We only ship within Australia.

  • The Australia Post tracking URL is http://auspost.com.au/track/.

  • Yes. Please include the business name and specific building details (eg: Level number, unit number etc) in the delivery address of your order so the delivery driver can find you easily.

  • Yes we can deliver to PO Boxes.

  • Please contact Australia Post and quote your tracking number that was sent to you in your shipment confirmation email. If the carrier cannot locate your items, we will lodge an enquiry on your behalf.

    Please contact us if you have any queries regarding your delivery.

    Phone:  1300 TOMS AU
    (1300 866 728)

    Email: enquiries@tomsaustralia.com.au

  • In the rare case that we have missed an item from your order, please contact us and we’ll arrange a replacement.

    Phone:  1300 TOMS AU
    (1300 866 728)

    Email: enquiries@tomsaustralia.com.au

  • If you receive an incorrect item with your order, please contact us immediately and we’ll organise for the correct item to be delivered to you. We’ll also arrange or reimburse for return postage of the incorrect item.

    Phone:  1300 TOMS AU
    (1300 866 728)

    Email: enquiries@tomsaustralia.com.au

  • Australian customers may contact our customer service team on

    Phone:  1300 TOMS AU
    (1300 866 728)

    Email: enquiries@tomsaustralia.com.au

  • We’ll provide you with a refund, exchange or credit voucher where goods are faulty, wrongly described or different from the style shown. Any postage charges you incur (Australia Post regular standard delivery) will also be credited and TOMS® will re-ship goods to you at no additional charge. For an authorisation number, please contact customer service on

    Phone:  1300 TOMS AU
    (1300 866 728)

    Email: enquiries@tomsaustralia.com.au

  • If the TOMS Shoes, Eyewear or Bags you purchased from a TOMS website or TOMS retail store are damaged or otherwise show material or manufacturing defects, please contact customer service via telephone or email.

    Phone:  1300 TOMS AU
    (1300 866 728)

    Email: enquiries@tomsaustralia.com.au

  • If you’ve purchased the wrong size or you simply changed your mind, we’ll refund and/or exchange these goods, provided they’ are returned unworn and with original tags within 14 days. Unfortunately, we can’t cover postage charges in this case. Please contact customer service on

    Phone:  1300 TOMS AU
    (1300 866 728)

    Email: enquiries@tomsaustralia.com.au

  • No refunds will be given if you change your mind on a sale item. Of course, if the item is faulty, normal refund conditions apply.

  • We will advise with your return authorisation. Please contact us on enquiries@tomsaustralia.com.au or

    Phone:  1300 TOMS AU
    (1300 866 728)

  • We accept VISA, Mastercard and Paypal.

  • Sometimes this happens. Please check your junk mail first. If you haven’t received a confirmation email, please contact us on enquiries@tomsaustralia.com.au or phone 1300 866 728 with your purchase details , the name and email address you used to purchase the items, and – as best as you can – recall how much you think you should have been charged. We will try and locate your order and forward your confirmation or otherwise confirm if your order was not received.

  • TOMS Shoes 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 shoe sizes, we recommend going with the smaller one since TOMS will stretch slightly as they're broken in.

  • Your TOMS® Shoes will probably stretch slightly with use. They should fit snugly out of the box with your toes touching the end. After a few hours of wear, they’ll likely stretch slightly to conform to your feet. If you’re unsure whether or not they’ll fit, please try your TOMS® on a carpeted surface to see how they stretch as we don’t accept returns on shoes that show any wear or use.

  • Your eyewear comes with a TOMS® Flag lens cloth for cleaning – using it will preserve the quality of the lenses. Hand wash and air-dry the cloth regularly. To avoid damage, don’t clean your glasses with paper towels or clothing, which can leave scratches. And avoid using household detergents or soaps.

    It’s best to store your TOMS® Eyewear in its protective case to minimise accidental mishandling.

  • All styles, with the exception of our Core Alpargatas, utilise insoles made of microfibre, textile, faux shearling or other materials. Our Core Alpargatas include leather insoles made of pig suede. When TOMS® sells shoes within the Middle East market, we make sure the insoles utilise non-pig suede material.

  • The best way to determine your TOMS® shoelaces size is to measure the length of the shoelaces you’re replacing. If you’re unable to measure the old shoelaces, please refer to the shoelace size chart below. Your correct TOMS® shoelaces length is determined by how many pairs of eyelets (or holes) your shoes have.

    SHOELACES SIZE CHART

    Pairs of Holes

    Length (in)

    Length (cm)

    4

    27"

    69cm

    5

    36"

    91cm

    6-7

    45"

    114cm

    8

    54"

    137cm

    9-10

    60"

    152cm

    10+

    72"

    183cm

  • Use this chart to convert your foot measurement to your shoe size.

    WOMEN’S SIZING CHART

    in

    AU/US/CA

    cm

    UK

    EU

    8.7

    5

    22

    3

    35.5

    8.9

    5.5

    22.5

    3.5

    36

    9.1

    6

    23

    4

    36.5

    9.3

    6.5

    23.5

    4.5

    37

    9.4

    7

    24

    5

    37.5

    9.6

    7.5

    24.5

    5.5

    38

    9.8

    8

    25

    6

    38.5

    10

    8.5

    25.5

    6.5

    39

    10.2

    9

    26

    7

    40

    10.4

    9.5

    26.5

    7.5

    41

    10.6

    10

    27

    8

    42

    11

    11

    28

    9

    42.5

    11.4

    12

    29

    10

    43.5

    MEN’S SIZING CHART

    in

    US/CA

    cm

    AU/UK

    EU

    9.4

    6

    24

    5

    38

    9.6

    6.5

    24.5

    5.5

    38.5

    9.8

    7

    25

    6

    39

    10

    7.5

    25.5

    6.5

    40

    10.2

    8

    26

    7

    40.5

    10.4

    8.5

    26.5

    7.5

    41

    10.6

    9

    27

    8

    42

    10.8

    9.5

    27.5

    8.5

    42.5

    11

    10

    28

    9

    43

    11.2

    10.5

    28.5

    9.5

    43.5

    11.4

    11

    29

    10

    44

    11.6

    11.5

    29.5

    10.5

    44.5

    11.8

    12

    30

    11

    45

    12

    13

    30.5

    12

    46

    12.4

    14

    31.5

    13

    47.5

    12.6

    15

    32

    14

    48.5

    12.8

    16

    32.5

    15

    50

    13

    17

    33

    16

    51

    Use this chart to convert your foot measurement to your shoe size.

    BABYTOMS® SIZING CHART

    in

    US/CA

    Cm

    AU/UK

    EU

    Age*

    3.1

    1

    8

    0.5

    16

    0-6m

    3.5

    2

    9

    1.5

    17.5

    6-12m

    3.9

    3

    10

    2

    18.5

    12-19m

    4.3

    4

    11

    3

    19.5

    18-24m

    4.7

    5

    12

    4

    21

    18-24m

    5.1

    6

    13

    5

    22

    18-24m

    5.5

    7

    14

    6

    23.5

    18-24m

    5.9

    8

    15

    7

    24.5

    24m

    6.3

    9

    16

    8

    26

    24m

    6.7

    10

    17

    9

    27

    3y

    6.9

    11

    17.5

    10

    28.5

    4y

    Use this chart to convert your foot measurement to your shoe size. *Age is approximate

    Children's feet grow quickly; measure your child's feet with a printable TOMS® Size Chart.

    YOUTH SIZING CHART

    in

    US/CA

    Cm

    UK/AU

    EU

    Age*

    7.1

    12

    18

    11

    30

    5y

    7.3

    12.5

    18.5

    11.5

    30.5

    5y

    7.5

    13

    19

    12

    31

    5y

    7.7

    13.5

    19.5

    12.5

    31.5

    5y

    7.9

    1

    20

    13

    32.5

    6y

    8.1

    1.5

    20.5

    13.5

    33

    6y

    8.3

    2

    21

    1

    34

    6y

    8.5

    2.5

    21.5

    1.5

    34.5

    6y

    8.7

    3

    22

    2

    35

    7y

    8.9

    3.5

    22.5

    2.5

    35.5

    7y

    9.1

    4

    23

    3

    36

    7y

    9.3

    4.5

    23.5

    3.5

    36.5

    8y

    9.4

    5

    24

    4

    37

    8y

    9.6

    5.5

    24.5

    4.5

    37.5

    8y

    9.8

    6

    25

    5

    38

    9y

    Use this chart to convert your foot measurement to your shoe size. *Age is approximate

    Children's feet grow quickly; measure your child's feet with a printable TOMS® Size Chart.

  • TOMS® APPAREL SIZE CHART

    WOMEN'S SCOOP NECK

    XS

    S

    M

    Chest

    15.25

    16.25

    17.25

    Length

    24.5

    25.5

    26.5

    WOMEN'S BASIC FIT

    XS

    S

    M

    Chest

    16.25

    17.25

    18.25

    Length

    24.6

    25.6

    26.6

    WOMEN'S V-NECK

    XS

    S

    M

    Chest

    14.25

    15.25

    16.25

    Length

    24.25

    25.5

    26.5

    WOMEN'S CREW NECK SWEATSHIRT

    XS

    S

    M

    Chest

    17.5

    18.5

    19.5

    Length

    26

    26.5

    27

    WOMEN'S HOODIE ZIP UP

    XS

    S

    M

    Chest

    16

    17

    18

    Length

    25.75

    25.75

    25.75

    WOMEN'S BALLET PULLOVER

    XS

    S

    M

    Chest

    19

    20.5

    22

    Centre Front

    16

    17

    18

    Body Length

    Sleeve Length

    24.25

    25.5

    26.5

    MEN'S CREW NECK

    S

    M

    L

    Chest

    19

    20

    21

    Length

    26.5

    27.5

    28.5

    MEN'S CREW NECK SWEATSHIRT

    XS

    S

    M

    Chest

    18.5

    19.5

    20.5

    Length

    28.5

    29

    29.5

    MEN'S HOODIE ZIP UP

    XS

    S

    M

    Chest

    18.75

    19.75

    20.75

    Length

    28.5

    28.5

    28.5

    UNISEX TANKTOP

    XS

    S

    M

    Chest

    15

    16

    17

    Length

    27

    28

    29

    TOMS® X & OTHER STORIES SIZE CHART

    CHEST AND LENGTH MEASUREMENTS

    Take one of your favourite t-shirts, lay it flat and then measure the width and length. For width, make sure you measure across the chest. Refer to the apparel sizing chart below for more information on sizes.

    XS

    S

    M

    L

    EUR

    34

    36-38

    40-42

    44-46

    FR

    36

    38-40

    42-44

    46

    UK/AUS

    8

    10-12

    14-16

    18-20

    US

    2-4

    6-8

    10-12

    14

    BODY MEASUREMENTS IN CM

    XS

    S

    M

    L

    Bust

    80

    84-88

    92-96

    100-104

    Waist

    64

    68-72

    76-80

    84-88

    Hip

    88

    92-96

    100-104

    108-112

    Inside leg length

    77

    78-79

    80-81

    82

    BODY MEASUREMENTS IN INCHES

    XS

    S

    M

    L

    Bust

    31½

    33-34¾

    36¼-37¾

    39¼-41

    Waist

    25¼

    26¾-28¼

    29-31½

    33-34¾

    Hip

    34¾

    36¼-37¾

    39½-41

    42½-44

    Inside leg length

    30¼

    30¾

    31½-32

    32¼

  • When converting to men's shoe sizes from women's, we suggest you go down 1.5 sizes. For example, a women's shoe size 8.5 is roughly equivalent to a men's shoe size 7. Keep in mind that men's shoes run slightly wider than women's shoes.

  • When converting from women's shoe sizes to youth, we suggest you go down 2 sizes. For example, women's shoe size 5 is similar in fit to a youth 3. Also, you can reference the youth sizing chart above for centimetre conversions.

  • 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 purchased, TOMS gives a pair of new shoes to a child in need. One for One ®. To learn more, visit our Company Overview.

  • TOMS Shoes are manufactured in various countries, including China, Ethiopia, India and Kenya. Since 2015, TOMS has produced over a third of Giving Shoes through local manufacturing.

  • TOMS Eyewear is manufactured in China and Italy.

  • 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.

  • 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.

  • 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.

  • 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.

  • No, TOMS is not partnering with Skechers on BOBS or any other product. TOMS prides itself on responsibly fulfilling the promise of One for One® on the giving side, delivering quality products, and having a passionate and supportive community. We hope to inspire other companies and individuals to incorporate giving into their businesses, although we encourage them to do so responsibly... and creatively.

  • TOMS does not sell directly on any auction website. Any items purchased from an auction site are purchased at your own risk. Auction websites do not guarantee the authenticity of the products sold on their sites. For this reason, there may be counterfeit goods available through auction sites, despite language that describes the item as genuine or authentic.

  • Phone:  1300 TOMS AU
    (1300 866 728)

    Email: enquiries@tomsaustralia.com.au