Frequently asked questions about TOMSSHOP.at / TOMS
* Where is my order?
Track your order using the information and tracking number in your confirmation email.
* How do I return an item?
Please see our "Returns Questions" for instructions on returning products to TOMS®.
* Is an exchange possible?
No, unfortunately we do not currently offer exchanges. Please see our Returns Questions for more details and how to return products to TOMS™.
* What are the shipping and handling costs?
Shipping costs EUR 5. This applies to standard shipping. All shipping options and costs will be calculated for you in the “ Shipping and Payment Terms ” section upon payment.
* Are the TOMS gift cards valid at tomsshop.at?
No, because the TOMS gift cards are credit purchased from TOMS Europe and can only be redeemed there (toms.com).
* Can I return shoes purchased from a retailer at tomsshop.at?
We only accept returns and complaints for shoes purchased at tomsshop.at or at arnoldsvienna.com. Please contact the retailer where you purchased your shoes for appropriate return instructions.
* My shoes have defects. What can I do?
If the product(s) you purchased are damaged or otherwise have material or workmanship errors, please fill out the contact form. SHOES: If you believe that any TOMS shoes you have purchased are defective in materials or workmanship within twelve months of the date of purchase, please complete the contact form with all required information & description of the defect. Please note that this warranty does not cover fair wear and tear, intentional damage, improper storage, alterations, repairs, improper fit, scratched lenses (for eyeglasses), or improper or inappropriate use. Warranty claims will be reviewed once all requested information has been received. An evaluation will be confirmed via email. If we notice that the documents are incomplete or additional information is required, we will contact you. All additional information requested must be submitted within the 30 day period, otherwise no claims can be made. If you purchased your product(s) from a retailer, please contact that retailer directly for further details regarding the warranties they offer.
* What is your return policy?
Items must be returned unworn, in the original packaging and in a salable condition. We will refund you the total amount you paid for the returned Products, excluding the usual shipping costs you paid to deliver the Products to you. We may make a deduction from the refund for any loss in value of the products if this is due to unnecessary treatment by you beyond what is necessary to establish their nature and characteristics. If you have a defective product, please fill out the contact form with an appropriate description.
* I would like to return an item. How does this work?
Would you like to return an item? No problem! Just follow our instructions. If you require an alternative size for an item you purchased, we recommend that you place a new order for the new size and return the size that does not fit.
Please note: The costs of return shipping must be borne by the customer.
* Return damaged or faulty items
If you received a damaged or incorrect product in your TOMS order, we are very sorry! In order to help you, we would like to ask you to fill out all the information we require in our contact form. Once we have received all the required information, we will review your claims and advise you on the following steps via email.
* How long does it take for my order to ship after it is placed?
Standard shipping is 1-3 business days, but due to Coronavirus (COVID-19), there may be delays in shipping orders. Please track your order using the tracking number. During holidays and peak seasons, delivery time may be delayed. Once the order has been shipped, you will receive a tracking number and shipping confirmation. Please note that shipping and delivery times are estimates and cannot be guaranteed.
* How much is the shipping?
The shipping costs in Austria are EUR 7.50, for orders over €30 we ship free of charge in Austria. This applies to standard shipping. All shipping options and costs will be calculated for you in the “ Shipping and Payment Terms ” section upon payment.
* Which size should I order?
TOMS™ generally fit true to size and are only available in medium width. We recommend that you order the size of leather or casual shoes you normally wear. If you are in between sizes, we recommend the smaller size as TOMS™ can stretch slightly when worn.
* In which widths are TOMS™ available?
TOMS™ are only available in medium width. Unfortunately, TOMS does not currently offer wider or narrower sizes.
* Are my TOMS™ expanding?
Your TOMS™ Alpargatas will probably stretch out a bit with wear. They should fit snugly straight out of the box and your toes should lightly touch the end. After the shoes have been broken in for a few hours, they should have adjusted to your foot. The fit of your TOMS shoes may vary depending on style and material. Leather shoes may require some wearing and may stretch slightly with wear. If you are unsure whether the TOMS™ will fit well, we recommend trying them on a carpeted surface and not removing the tags yet, as we do not accept returns on shoes that show signs of wear.
* How do I wash my TOMS™ shoes?
We generally recommend washing TOMS™ only by hand with cold water and a neutral detergent and then drying them in the open air. Under no circumstances do we recommend putting TOMS™ in a tumble dryer. Please note that the color may fade (too much sunshine also causes this). However, this does not affect the durability of the shoes. Please also note that TOMS™ assumes no liability for changes to the shoes as a result of a washing process and any resulting changes are not covered by our warranty.
* What types of leather does TOMS™ use?
TOMS uses pig suede for the Alpargatas, core collections as well as the main seasonal colors for women and men.
* What conversions apply to US/Canadian, British and EU sizes?
|
SIZE CHART FOR MEN |
||||
|
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 |
8th |
26 |
7 |
40.5 |
|
10.4 |
8.5 |
26.5 |
7.5 |
41 |
|
10.6 |
9 |
27 |
8th |
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 size chart to convert your foot length into your shoe size.
|
SIZE CHART FOR WOMEN |
||||
|
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 |
8th |
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 |
8th |
42 |
|
11 |
11 |
28 |
9 |
42.5 |
|
11.4 |
12 |
29 |
10 |
43.5 |
*Where are TOMS™ shoes made?
TOMS shoes are manufactured in China, Vietnam, Ethiopia, India or Kenya. Suppliers list from TOMS ™ .
* How does TOMS™ ensure that its manufacturers respect human rights?
TOMS has developed a comprehensive Supplier Code of Conduct and they work with in-house teams and reputable third parties to ensure these standards are met. Further information about the extensive program can be found on the TOMS website at: TOMS corporate responsibility .