If you have questions, you have come to the right place!
Where’s my stuff?
You can track the status of your order by entering your tracking details here auspost.com.au/track
What is your return and exchange policy?
Products purchased via tomsaustralia.com.au can be returned and/or exchanged within 30 days of receiving delivery if they are in their original packaging, unworn, unwashed and tags still attached. Please see Shipping and Returns for further details.
How do I contact TOMS® Australia?
You can either send us a message or call us on 03 9338 5099 or 1300 735 099 with your enquiry.
What are your shipping costs and how long does delivery take?
Please see Shipping and Returns for further details.
I am having a hard time completing my order. What can I do?
Please try clearing your browser cache and cookies, then try to check out again. Feel free to contact us or call us on 03 9338 5099 or 1300 735 099 for further assistance.
What forms of payment do you accept?
We accept Visa, Mastercard, Paypal, Shop Pay, Apple Pay and Google Pay.
How do I know if my order has been placed successfully?
After your order is submitted, you will be directed to an order confirmation
page with your order details. If you've reached this page, we've received your
order and it will be processed as efficiently as possible. You should also
receive an e-mail confirming we have received your order. Once your order is
shipped, you will receive an email confirming shipment.
When will my order be processed?
Orders are processed and shipped Monday - Friday and despatched within 2
business days. However, we aim to despatch your order the same day it is
received, provided your order is submitted and received by us no later than
12pm. Please note that we do not process and ship orders on weekends and
Can I cancel my order once it has been submitted?
In an effort to get your order to you as quickly as possible, your order cannot be cancelled or modified once submitted. However, please feel free to contact us or call 03 9338 5099 or 1300 735 099, immediately after placing your order and we will do our best to accommodate where possible.
What size shoes should I order?
TOMS® shoes run true to size and are available in medium width (unless otherwise specified). We recommend ordering the size you normally wear.
How do shoe sizes compare between US, UK and EU?
Please refer to our size chart.
What is Ortholite®?
Ortholite® is a high-performance, lightweight insole that offers unmatched comfort and eco-friendly elements. That means more comfort for you and less impact on the planet. All OrthoLite® insoles are:
- Lightweight and high-performance
- Breathable and odour resistant
- Made with recycled and sustainable materials, like recycled rubber and bio-oil derived from castor plants.
How do I care for my TOMS® shoes?
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 discolouration, then follow the manufacturer’s instructions on the product.
To prolong the life of your shoes, store them outside of direct sunlight in a cool, dry environment.
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 cleaning your shoes, we always recommend testing the cleaning process in an inconspicuous area first to ensure there is no discolouration. Once cleaned, we recommend air drying your shoes in a cool, dry environment and away from direct sunlight. Gently stuffing the shoes with paper can help maintain the shape as they dry.
Canvas, Basic Textile, 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 soft 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 (midsole): Use a damp cloth or soft brush and rub gently with lukewarm water and mild soap.