FAQ - TOMSSHOP.at

How was TOMS® started?

TOMS® was built on the belief in a better tomorrow. In 2006, the founder Blake Mycoskie pioneered the One for One® model after an inspiring trip to Argentina, where he met many children who did not have shoes. Since then, the TOMS community has provided shoes, sight, and safe water to more than 100 million people around the world.

Today, their model is evolving. In addition to providing for basic human needs, TOMS is taking a stand on pressing human issues. And when people wear TOMS®, they’re taking a stand too—for the issues of today, and for a better tomorrow.

Learn more about the TOMS evolved giving model.

Learn more about the TOMS giving history in the 2019 Impact Report.

Is TOMS® a non-profit organization?

TOMS® is a for-profit company with giving at its core. In fact, their mission is to use business to improve lives. They work with non-profit organizations (TOMS calls them Giving Partners) and social enterprises to create impact, which you help generate through your purchase.

Who is Tom?

There is no "Tom." TOMS is actually short for Tomorrow’s Shoes. Because with every purchase, you help build a better tomorrow.

Where's my stuff?

See the tracking e-mail which was provided to you by the shipping company directly. 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 TOMSSHOP.at or ARNOLDSVIENNA.com  that are received by us within 14 days of your order date. Please account for the time it takes for the carrier to ship your item(s) back to our warehouse in Vienna.

Do you offer exchanges?

No, unfortunately we do not offer exchanges at this time. Please see our Returns Questions for further details on this and on how you can return product(s) to TOMS™.

How much does the delivery cost?

Delivery costs are 7,50 € in Austria on all orders. Orders over 50 € will be shipped for free. This will automatically be applied on your order. This is valid for standard shipments. TOMSSHOP.at reserves the right to extend, modify or discontinue this offer at any time without notice. For International Orders see “Payment/Dispatch”

Can I return products I purchased from an other retailer on TOMSSHOP.at?

We only accept returns for products purchased on TOMSSHOP.at or ARNOLDSVIENNA.com. If you want to return a product you purchased from a retailer, please contact that retailer directly for information on their return policy.

Do you accept TOMS™ Gift Card?

No, Gift cards are only redeemable at TOMS.com.

My shoes are defective. What do I do?

If the product(s) you purchased are damaged or otherwise show material or manufacturing defects, please submit your warranty claim here.

SHOES: If you believe that the TOMS® shoes products you purchased are defective with regard to materials and workmanship within 12 months of the date of purchase, please make sure you submit the requested information with the claim form.

Please note that this warranty does not apply to fair wear and tear, wilful damage, abnormal storage, alterations, repairs, improper fit, scratched lenses (for eyewear) or improper or unreasonable use.

We will review your warranty claim once we have all the requested information and we will confirm the outcome via email. Should we notice that your claim is incomplete, or we require additional information, we will contact you. Please note that all additional information requested needs to be sent to TOMS within 30 days of initial request, otherwise your claim will be closed.

If you purchased your product(s) from a retailer, please contact them directly for information on any warranty they may offer.

I want to return an item. How can I do this?

Need to return an item? No problem! We'll guide you through this easy process.

If you require an alternative size in an item you purchased, we would recommend placing a new order for the new size and returning the size that is not suitable. UK Customers: Due to the new Brexit regulations, affecting UK and EU borders from the 1st of January, we foresee a delay in return shipments to our warehouse in Austria / Vienna of approximately 14 working days.

Returning damaged or faulty items

In case you have received a damaged or a wrong product with your TOMS order, we are very sorry for this! In order for us to assist you, please submit the requested information via our claim form here. Once we have received your claim, we will review it and advise you of the next steps via email.

How long does it take for my order to ship once it is placed?

Standard delivery (2-5 business days), however, due to the current Coronavirus (Covid-19), you may experience delivery delays. Please continue to monitor your delivery by checking your tracking number for the latest updates. Please note that your delivery may be further delayed during holidays/peak seasons. You will receive a tracking number along with a shipping confirmation email once your order ships.

Please note that delivery timings are estimates only and not guaranteed.

What size shoes should I order?

TOMS® generally 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 sizes, we recommend going with the smaller one since TOMS™ will stretch slightly as you break them in.

Will my TOMS® stretch?

Your TOMS® Alpargatas will most likely stretch with wear. They should fit snug out of the box with your toes touching the end. After a few hours of wearing, they will stretch slightly to conform to your feet.

The fit of your TOMS shoes may vary depending on the style and material. Leather shoes may require some wearing in and may stretch slightly with wear.
If you are unsure whether or not they will fit, please try your TOMS® on a carpeted surface before removing the labels, as we do not accept returns on shoes that show any wear or use.

In what widths are TOMS® available?

TOMS® are available in medium width only. Unfortunately, at this time we do not offer wide or narrow sizes. However, as we continue to grow as a company, we hope to expand our sizing options in the future.

How do I wash my TOMS® Shoes?

We highly recommend hand washing TOMS® in cold water with a gentle detergent and let them air dry. We do not recommend putting TOMS® in the dryer under any circumstances. Please note that fading can be expected (especially from sun exposure) and does not compromise the durability of the shoe. If your shoes are altered or not as expected after washing, please note that TOMS will not cover this under warranty.

What type of leather does TOMS® use for insoles?

TOMS uses pig suede for the Alpargatas core collection and seasonal core colours for men and women.

How do sizes compare between US, UK and EU?

Mens Shoe Sizing Chart

in

US/CA

cm

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.

Womens Shoe Sizing Chart

in

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

 

 

 

 

 

Where does TOMS® manufacture its products?

TOMS® products are manufactured in various countries. Since 2013, TOMS® has produced over 1/3 of Giving Shoes through local manufacturing. View our suppliers list.

How does TOMS® work with its manufacturers to adhere to human rights standards?

Corporate responsibility is very important to TOMS®. To help their manufacturers adhere to human rights standards, they've developed a comprehensive Supplier Code of Conduct and work through their internal team and respected third parties to meet such standards. For more information on TOMS comprehensive program, please visit TOMS Corporate Responsibility page.

What does TOMS® give?

TOMS® gives at least of their annual net profits to grassroots efforts. Their approach is focused on partnering with community based organizations and leaders working to create an equitable tomorrow through promoting mental health, ending gun violence and increasing access to opportunity for Black, Indigenous and People of Color (BIPOC), the LGBTQ+ community, and women and girls.

How much does TOMS give?

They give as much as they can while maintaining a sustainable for-profit business —and they strive not to let that number dip below 33%. In other words, TOMS contributes at least of their annual net profits to grassroots good. You can find more details about their latest giving in the TOMS impact report. (TOMS impact page).

How do you define the issue areas that TOMS is focused on now?

At TOMS, they do believe in a more equitable tomorrow—one where all people have a chance to thrive.

• Grassroots Good: An approach to giving that focuses on forming deep partnerships with community based organizations and leaders working to advance equity in their local neighborhoods.

• Equity: Considering people's individual (or community's) circumstances and providing them with the resources they need to thrive.

• Promoting Mental Health: Increase help seeking behaviors through reducing stigma and connecting people to evidence-based mental health resources.

• Ending Gun Violence: Prevention, intervention and response to community trauma caus¬ed by guns.

• Increasing Access to Opportunity: Provide culturally relevant and accessible opportunities to pursue education and work.

Does TOMS® still do One for One®?

TOMS is the proud pioneer of the One for One® model. As an entrepreneurial company, they are also driven to innovate. Giving shoes and impact grants enables TOMS to develop deeper partnerships with the organizations they support, creating a more sustainable form of impact.

For special collaborations and other select circumstances, they will give One for One®. These products will be very clearly marked so you know exactly how they’re putting the power of your purchase to work.

Where does TOMS give?

Since 2006, TOMS has taken a global approach, and engaged with communities in over 90 countries. The countries and communities where TOMS works are assessed annually based on partners’ needs, so it does change from time to time. In 2020, TOMS’ impact reached 19 countries.

As a company founded in the US, they are also committed to giving in their own backyard. TOMS currently works with Giving Partners in at least 20 states annually.

How many partners does TOMS® work with?

Since 2006, TOMS has worked with over 205 non-governmental organisations, international humanitarian organizations, and social enterprises. The partners and countries where TOMS® works are assessed annually based on partners’ needs, so it does change from time to time. In 2020, TOMS worked with 46 partners.

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