Where's my stuff?

Enter your tracking number in https://www.ninjavan.co/en-sg/tracking to track your package. Tracking information can be found on your shipping confirmation email.

What is your return policy?

All items sold at TOMS.sg go through our quality control procedures. We inspect every item before it is shipped, and all goods are shipped fully insured in case of loss or damage.

However, there are times when items are damaged, defective, or incorrectly shipped. If this is the case for you, we will gladly replace them. If you have a need to return goods to us for whatever reason please email tom.sg@primergrp.com outlining the reason for return and request your Returns Merchandise Authorization (RMA) number within 7 days of order receipt, and return your unwanted items within 14 days of receiving your RMA number for an exchange for the same item in a different size or any product that we carry (based on current stock availability). In the event the item you would like to exchange for is not available, we will offer you a store credit for your next purchase. Do note that all returned merchandise must be unused, unopened and in original condition. All merchandise must be returned in the condition they were received and in original packaging, tags and label must be intact.

If the items shipped are defective or different from the ones you ordered, we will be shouldering the cost of all shipping fees incurred. If you refuse the order or want to change it due to preference, you will be charged for all shipping, delivery and storage incurred.

We recommend that you ensure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our operations center. In case of dispute, we also recommend you retain proof of sending.

Do you offer price adjustments?

We are committed to offering you exclusive offers on our latest styles, which may change on a daily basis. Due to our constantly changing promotions, we currently do not offer post-purchase price adjustments.

What forms of payment does TOMS.sg accept?

TOMS accept Visa, MasterCard and American Express Credit cards. Debit cards with a Visa or MasterCard logo are also accepted. Alternatively, you may choose to check out with PayNow at the checkout page.

 Can I use a debit card?

Yes, debit cards with a Visa or MasterCard logo are accepted.

I received an error message when trying to check out. What does this mean?

If you receive an error message during checkout, please ensure that the billing information you entered matches the information on file with your credit card issuing bank. Any discrepancies may prevent your order from being processed successfully.

 The address I typed is correct, but the website is not accepting it. What should I do?

Does the address you typed match the address on file with the credit card company? If you still encounter a problem after you’ve verified that the address matches, please email us at toms.sg@primergrp.com for further assistance.

 I am having a hard time completing my order. What can I do?

If you encounter difficulties during checkout, try clearing your browser cache and cookies, then attempt checkout again. If the issue persists, please contact our customer service team with details of your email address, device, and browser type for further assistance.

 What do I do if my promotion code doesn’t work?

Do verify that you have entered the promotion code number exactly as shown, without spaces.

Additionally, verify the date you are using the promotion code falls into the applicable date range. Once these are confirmed, and if the problem persists, please email us at toms.sg@primergrp.com.

How do I know if my order was placed successfully?

Once your order is submitted, you will be directed to an order confirmation page displaying your order number. This confirms that we have received your order and are either reviewing your payment information or processing your order. Additionally, you should receive an email confirmation shortly after submission, and another email when your order is shipped.

All items sold at TOMS.sg go through our quality control procedures. We inspect every item before it is shipped, and all goods are shipped fully insured in case of loss or damage.

However, there are times when items are damaged, defective, or incorrectly shipped. If this is the case for you, we will gladly replace them. If you have a need to return goods to us for whatever reason please email tom.sg@primergrp.com outlining the reason for return and request your Returns Merchandise Authorization (RMA) number within 7 days of order receipt, and return your unwanted items within 14 days of receiving your RMA number for an exchange for the same item in a different size or any product that we carry (based on current stock availability). In the event the item you would like to exchange for is not available, we will offer you a store credit for your next purchase. Do note that all returned merchandise must be unused, unopened and in original condition. All merchandise must be returned in the condition they were received and in original packaging, tags and label must be intact.

If the items shipped are defective or different from the ones you ordered, we will be shouldering the cost of all shipping fees incurred. If you refuse the order or want to change it due to preference, you will be charged for all shipping, delivery and storage incurred.

We recommend that you ensure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our operations centre. In case of dispute, we also recommend you retain proof of sending.

We process all orders within 1-2 working days upon payment confirmation. All orders are shipped via Ninja Van standard delivery. All orders can be tracked via NinjaVan  

How do I care for my TOMS® shoes?

Pre-Treatment

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 discoloration, then follow the manufacturer’s instructions on the product.

Storage

To prolong the life of your shoes, store them outside of direct sunlight in a cool, dry environment.

Cleaning

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 attempting to clean your shoes, we always recommend testing the cleaning process in an inconspicuous area first to ensure there is no discoloration. Once cleaned, we recommend air drying your shoes in a cool, dry environment—away from direct sunlight. Gently stuffing the shoes with paper can help maintain the shape as they dry.

Canvas or Basic Textile: Use a damp cloth and rub gently with lukewarm water and mild soap.

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 hair 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 (Kids Rompers): Use a damp cloth and rub gently with lukewarm water and mild soap.

How was TOMS® started?
TOMS® was built on the belief in a better tomorrow. In 2006, our 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, our community has helped provide shoes, sight, and safe water to more than 100 million people around the world.
Today, our model has evolved. We now give ⅓ of our profits for good — including giving cash grants and forming deep partnerships with community organizations to drive sustainable local change. Learn more about (Y)our Impact.

Is TOMS® a non-profit organization?
TOMS® is a for-profit company with impact at its core. In fact, our mission is to use business to improve lives. We work with non-profit community organizations (we call them Impact 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.

What does TOMS® give?
TOMS® gives at least ⅓ of our annual net profits for good. Our approach is focused on partnering with community based organizations and leaders working to create an equitable tomorrow through promoting mental health, increasing access to opportunity, and ending gun violence particularly for Black, Indigenous and People of Color (BIPOC), the LGBTQ+ community, and Women & Girls.

How much does TOMS® give?
We give as much as we can while maintaining a sustainable for-profit business —and we strive not to let that number dip below 33%. In other words, we contribute at least ⅓ of our annual net profits for good. You can find more details about our latest giving in our impact report.

What issue area is TOMS® focused on now?
At TOMS®, we believe in a more equitable tomorrow—one where all people have a chance to thrive. TOMS focuses on nonprofits that provide mental health resources. This includes giving to nonprofits that serve their communities' mental health needs within their larger education, employment and gun violence prevention programs.

Does TOMS® still do One for One®?
TOMS® is the proud pioneer of the One for One® model. As an entrepreneurial company, we are driven to innovate and have evolved our impact strategy to grant based giving. This enables us to develop deeper partnerships with the organizations we support, creating a more sustainable form of impact. For special collaborations and other select circumstances, we will continue to give One for One®. These products will be very clearly marked so you know exactly how we’re putting the power of your purchase to work.

Where does TOMS® give?
Since 2006, we have 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 2023, TOMS’ impact reached 11 countries.

How many partners does TOMS® work with?
Since 2006, we have worked with over 205 non-governmental organizations, 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 2023, TOMS® worked with 39 partners.

How do you give impact grants?
TOMS® invests in organizations focused on creating more equity in mental health, access to opportunities, and gun violence prevention. We work in true partnership with our grantees, operating from a place of trust. We believe our partners know what is best for their individual communities. Not only do we often offer unrestricted cash grants, TOMS goes beyond the check by supporting things like volunteering, promotion, and creating connections. We also try to the best of our ability to renew partnerships year-after-year while streamlining processes so our partners can focus on the work that matters.

How do you determine who to partner with?
Our Impact Team determines the right partners to bring into our network through a thorough process involving an application, deep research, background reviews and interviews. We’re generally looking to determine if partners connect to our impact pillars, have local expertise, sustainable programming, opportunities for integration, tracking capabilities and innovative, impactful solutions.

If I buy something in my local community, does the giving happen in my local community?
The net profits we generate from your purchases are added to an Impact Fund managed by our very own Impact Team so your impact could happen anywhere we give around the world. By using a centralized fund, we believe we are able to have the greatest impact and best address the needs of the communities we serve.

What happens to the give if I return my TOMS product?
Because our Impact Fund is based on annual net profits, returned products do not contribute to the fund overall.

Do you give in times of disaster?
As we do with all of our giving we listen to our partners first, understand their needs and then decide if we can support them in a meaningful way. We use the same approach in times of disaster and respond on a case-by-case basis depending on the situation and needs.

How can I stay up to date on TOMS® impact?
Please visit the Purpose page for the most up to date information and reporting on our impact efforts. You can also find detailed information in our Impact Report. If you have additional questions you can send them to giving@toms.com. We’d love to hear from you!

Are you currently receiving submissions for new partners?
We are always happy to hear about organizations having an impact on the ground in the area of mental health. Please feel free to submit new partner suggestions to giving@toms.com. Your suggestions will be reviewed and considered as we continue to give 1/3 of profits for good.

What is TOMS’ stance on environmental sustainability?
While social impact is our main focus, we know that improving lives goes hand in hand with taking good care of the place we all call home.
We take a holistic approach to sustainability, which means that we apply ethical and eco-conscious practices throughout our business. We do this by making choices that benefit our customers, our employees and our planet—from the materials and vendors we work with to the steps we take to get each product to you. Learn more at our Planet Page.

How do you determine if a product is earthwise™?
Earthwise™ products are designed with the planet in mind. In order for a product to be considered earthwise, at least one of its main components must contain a more earth-friendly element, and at a minimum percentage. View our full framework.
For questions on what makes a specific product earthwise™, you can visit the individual product page for more details. Earthwise products can be found at the Earthwise™ shop page.

Is there still a give associated with earthwise™ products?
Yes! Because we give ⅓ of our annual net profits for good, every TOMS® product gives back—and that includes earthwise™. You can learn more about the impact of your purchase here.

How is TOMS® becoming more environmentally sustainable?
Our sustainability journey is just that—a journey. As a starting point, we are committed to:

• Improving our B Corp score with each re-certification (every 3 years).

• Investing in earthwise™ our products designed with the planet in mind.

• Continuing to source 100% of our product packaging from sustainably managed forests and having it comprised of 80%+ recycled materials.

• Measuring our carbon footprint by 2025 and establishing targets for reduction.

• Transparent reporting

We also partner with best-in-class organizations to evaluate our progress, including:

• B Corp — We’re proud to have become B Corp certified in 2018. Our B Corp certification recognizes our commitment to the highest standards of social and environmental performance, transparency and accountability. We re-certified in 2021 and improved our score by 25.2 points (that’s a 25% increase!). The environment section was our greatest area of improvement - going from 11.8 to 22.4.

• Fair Labor Association (FLA) — Membership with FLA is an advanced recognition of a company's labor compliance program. It helps TOMS® make better policies that benefit both the workers and the planet. Additionally, we are in the process of becoming accredited with the FLA.

• Leather Working Group (LWG) — LWG certifies leather manufacturing facilities based on environmental performance in areas such as water and energy use, air emissions and waste. Through our partnership with LWG, we source 100% of our leather from gold and silver rated LWG leather manufacturers.

• Canopy — being committed to Canopy’s conservation standards encourages us to continue to source all wood-based material we use from sustainably-managed forests. See our Sustainable Forest Commitment and full policy.

• thredUp - TOMS has partnered with thredUP to encourage customers to send in gently worn shoes, clothing and accessories in exchange for TOMS.com credit—providing a platform to buy preloved products, helping keep items out of landfills, and reducing the need for new production. Since launching a TOMS-specific thredUP platform in April 2023, more than 940 items have been recirculated. In total, through thredUP, 64.5K TOMS products have been recirculated since 2014. Shop TOMS (re) WEAR GOOD here.

What is TOMS’ carbon footprint?
We’re working on measuring our carbon footprint baseline by 2025 and will share our results and our plans for improvement.

What is TOMS® doing to reduce waste in its packaging?
We updated our packaging in 2020 to reduce its impact on the environment.

• Our boxes are made from Forest Stewardship Council (FSC) certified paper. Being committed to Canopy’s conservation standards encourages us to continue to source all wood-based material we use from sustainably-managed forests.

• Our product packaging is made with 80%+ recycled material and uses soy-based inks. In our packaging redesign, we reduced the amount of cardboard in each box and switched to 90% recycled tissue paper.

• The TOMS® hangtag is made from 100% recycled kraft paper and uses soy-based inks. In our packaging redesign, we reduced the size of the hangtag by 59%.

• We continue to be plastic-free in our packaging (except for some hangtag fasteners). All of our earthwise™ products are 100% plastic-free and we’ve switched our samples to use 100% recycled LDPE polybags.

Certified B Corporations™ are for-profit companies that use business as a force for good, and we’re proud to be part of a community of businesses that are committed to building a more inclusive and sustainable economy.

As a Certified B Corporation™ we’re legally permitted to consider the impact of our decisions on our workers, customers, suppliers, community, and the environment - rather than a sole focus on the bottom line. We also get a new score every 3 years, which includes all the ways in which we can improve. So, we’re B Corp™ certified but far from finished.

When and how did TOMS® become B Corp certified? How does it work?

TOMS® became a Certified B Corporation™ in 2018. Certified B Corps™ achieve a minimum verified score of 80 points on the B Impact Assessment—a rigorous assessment of a company’s impact on its workers, customers, community, and the environment. This assessment is overseen by B Lab’s® Independent Standards Advisory Council. Once certified, B Corps™ amend their governing documents so that, by law, the decisions of their boards take into account an impact on employees, customers, society, and the environment.

What's TOMS’ score?

In 2021, we received a score of 121.5, which is 25.2 points higher than our score in 2018.

Along with other B Corps™, we need to maintain or improve our score every three years to keep our certification. In 2022, TOMS was again awarded Best for the World in the Community category - an award signifying TOMS being in the top 5% of B Corps of our size in the Community Category. The environment is a key area we improved and a place we will continue to focus. You can see our full score breakdown on the B Corp™ website and learn more on our impact overview page.B Corporation™

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