What is your return policy?
Item(s) that are unworn, unwashed and unaltered, or items that you believe have a manufacturer’s defect, may be returned if purchased exclusively from TOMS.ca. All returnable items should be returned unworn, in their original packaging and in saleable condition. In order for us to process your return, we must receive your item(s) within 60 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 Surrey, British Columbia.
Gift Cards and E-Gift Cards are FINAL SALE and are not eligible for return. Additionally, any items marked FINAL SALE are not eligible for return. Please note that we do not refund any original shipping costs you may have incurred.
Please see "I want to return an item? How can I do this?" for further details.
I want to return an item. How can I do this?
Processing a return is easy! You may have the option of receiving TOMS® store credit or a refund to your original payment method. Just follow these simple steps:
Step 1: Submit Return Request Online
- Sign in to your TOMS.ca account. If you do not have a TOMS.ca account, use the same email address you used to make your original purchase to create an account.
- From your Account page, expand the Orders section and select View Order Details for the order containing the item(s) you would like to return.
- In your Order Details view, tell us why you need to return an item under the Return Item column. Repeat this for every item you would like to return within your order.
- Select the Return Selected Items button to generate your return form.
- Download and print your return form. We will also email you a copy of your form.
- Please note that we do not refund any original shipping costs you may have incurred.
Step 2: Package Item(s)
Be sure to include the return form in your package, along with your unworn item(s) in their original, unused condition.
You can use your original TOMS® shipment box or any unmarked cardboard box - just make sure there are no existing shipping labels or stickers on the box!
Step 3: Ship Back to TOMS®
How long does it take for me to a get a refund?
Once we receive your return, please allow up to 7 business days for us to process your request. When your return has been processed, you will receive an e-mail with either your TOMS® store credit information or a notification that your refund was processed back to your original method of payment. Depending on your bank, a refund back to your original method of payment may take approximately 5-7 business days to post to your account. Please note that we do not refund any original shipping costs you may have incurred.
Do you offer exchanges?
If you would like to make an exchange, start a return and ship your item(s) back to us. Select the store credit refund method if you would like to wait for your return to be processed and credit to be given before placing a new order. If you are concerned that your item may sell out, select the refund to your original method of payment and place your new order right away. Once we receive your item(s), please allow 7-10 working days for us to process your refund. Due to constantly changing inventory, we cannot guarantee item availability.
How do I return a gift I received?
We are happy to refund gifts purchased on TOMS.ca in the form of a TOMS.ca store credit. To start a gift return, please contact us and make sure that you have the original order number and shipping postal code or billing last name ready. If you do not have that information, don’t worry – we can help dig that up for you.
Does TOMS® offer free shipping on returns?
Unfortunately, no, TOMS® does not generally offer free shipping on returns. You are responsible for any return shipping costs required for shipping the product(s) back to us.
Can I return products I purchased from a retailer on TOMS.ca?
We only accept returns for products purchased on TOMS.ca. If you want to return a product you purchased from a retailer, please contact that retailer directly for information on their return policy.
Can I return TOMS® products that I purchased online to an official retailer?
Products purchased on www.TOMS.ca must be returned directly to us. If you want to return a product you purchased from a retailer, please contact that retailer directly for information on their return policy.
If I return my shoes, does TOMS® take a pair away from a child?
We accept returns within the timeframe noted in our Return Policy. This timeline allows us to evaluate how many pairs of shoes are final sales and can be therefore counted towards our giving program. Once shoes are given to a child, they are his or her shoes. We would never take back a given pair.
What if I lose my TOMS® Gift Card?
Please treat your TOMS® Gift Card like cash. Unfortunately, we are not responsible if your Gift Card is lost, stolen or if anything else happens to it. Also, TOMS® Gift Cards do not expire.
Do TOMS® Gift Cards have any restrictions?
Yes, our Gift Cards have some restrictions, including:
- You may not use coupons and other discounts or promotions to purchase Gift Cards;
- Gift Cards cannot be used to purchase other Gift Cards;
- Gift Cards cannot be returned; and
- Gift Cards may only be applicable to purchase certain products or services on our website, or they may exclude the purchase of certain products or services. Please see any applicable restrictions noted on your Gift Card or the applicable product(s) or promotion(s) for further details.
What if I lose my TOMS® store credit?
TOMS® store credit is stored in your account, so you won't lose it! If you have a TOMS® store credit, it will automatically apply towards your next purchase. Store Credit does not expire and we do not charge any additional fees in connection with your use of your store credit.
Can I transfer my TOMS® store credit to someone else?
Sorry, store credit is non-transferable and is for your use only.