Shipping And Delivery
Has Covid-19 effected my delivery time?
Yes. Due to government restrictions on regions currently impacted by government lockdowns, there may be possible delays to your delivery.
What shipping types do you offer? How much are they?
TOMS® offers standard shipping within Australia for a flat rate of $9.95. Express shipping is available at an extra cost of $12.50.
Free shipping within Australia is available on all purchases valued at $120 or over.
All shipping prices are stated in Australian Dollars $AUD.
Our free shipping offer is applied at checkout for purchases valued at $120 or over. This promotion can’t be applied retroactively to historical orders or to orders that have been adjusted. Free delivery 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 shipping is available at an extra cost of $12.50. Express orders are guaranteed to be picked, packed and sent to Australia Post by the next business day. Depending on what time of day we receive your order we may even get your order out of the door that day (but we just can’t guarantee this).
After it leaves our warehouse please refer to the Australia Post link below for expected delivery times. 80% of Australia is covered by the Australia Post next day guarantee.
How will my order be shipped?
Our carrier is Australia Post eParcel.
Where do you ship to?
We only ship within Australia.
How can I track the status of my order?
The Australia Post tracking URL is auspost.com.au/track
You can enter your tracking number once you're on the Australia Post tracking page.
Can you deliver to my work address?
Yes. Please include the business name and specific building details (e.g. Level number, unit number etc) in the delivery address of your order so the delivery driver can find you easily.
Do you deliver to PO Box addresses?
Yes we can deliver to PO Boxes.
What happens if my items get lost in transit?
Please contact Australia Post and quote your tracking number that was sent to you in your shipment confirmation email. If the carrier can’t locate your items, we’ll lodge an enquiry on your behalf.
Please contact us if you have any queries regarding your delivery.
What happens if an item is missing from my order?
In the rare case that we’ve missed an item from your order, please contact us and we'll arrange a replacement.
What happens if I receive an incorrect item?
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.
How can I contact customer service?
Australian customers may contact our customer service team on firstname.lastname@example.org
Returns and exchanges
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. Please contact customer service on email@example.com for an authorisation number.
In the event that you purchased the wrong size or simply changed your mind, we’ll refund and/or exchange these goods, provided they’re returned unworn and with original tags within 14 days. Unfortunately, we can’t cover postage charges in these cases. Please contact customer service on firstname.lastname@example.org for an authorisation number.
What about sale return items?
Sale items purchased online will not be eligible for a refund should you change your mind. Of course, if the item is faulty, normal refund conditions apply.
Where do I ship my returns?
We will advise with your return authorisation. Please contact us on email@example.com