Returns or exchanges
What is your return policy?
We are not happy unless you are. Our goal is to make returns hassle-free so you can buy with complete confidence. Your purchases at TOMS.gr can be returned up to 14 days from the date you received it. In order to accept your return, please ensure that the product has not been worn and is in its original packaging with original tags and in resaleable condition.
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In order to proceed with your return, you will need to print and then fill out the Return Form which is located at the bottom of our page. Then pack your parcel well and contact our Customer Service Department so that they can inform the courier company accordingly, either to pick up from your location or to deliver it to a courier's store.
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If you need further assistance, please contact our customer support.
If you choose a different courier company, you are responsible for the shipping costs.
What about my refund?
Once we've received and processed your return, you will receive an informational email. The refund will proceed in the same way you chose to pay for your order, within 5 business days.
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Payment Method
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Days for refund
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Cards (Credit/Debit/Virtual)
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Up to 5 business days
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Bank Transfer / IRIS
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Up to 5 business days
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PayPal
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Up to 5 business days
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Cash on Delivery
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Up to 5 business days with bank transfer
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The days for the refund start counting from the day we receive your return.
Note that the delivery time of your order may increase during periods of high traffic (official sales period, Black Friday) or for reasons of force majeure.
Do you offer exchanges?
If you change your mind during these 14 days, you can return the products you want and change size/color of the same model, either for a credit voucher or a refund.
How do I return a gift I received?
You can return part or all the order you received as a gift. In the return form you will need to fill in the order number mentioned in the electronic exchange card you received. In this case you can either make a replacement with another size or color of the same model or receive a credit voucher for your future purchase.
Does TOMS® offer free shipping on returns?
We cover the return costs if you use the courier company we work with. You have one free return for every order. In case you overcome you will be charged for the return costs. In any other courier company you choose, we do not undertake the costs of returning your order.
If I return an order, how does TOMS handle the products of the donation of that order?
We accept returns within the time frame stated in our Return Policy. We begin planning our Donation with our Partners after the return time frame has expired. This allows us to determine final sales and proceed with our Return with accuracy.
Orders
What forms of payment does TOMS.com accept?
We try to make your shopping experience at TOMS.com quick and easy! So, when it's time to pay for your purchase, you can choose any of the following payment methods:
- Cards (Credit/Debit/Virtual)
- Bank Transfer/IRIS
- Paypal
- Cash on Delivery (+1,90€)
Can I pay with a credit card issued outside of Greece?
We accept all Visa, Maestro and Mastercard credit, debit and virtual cards.
Can I split my payment on more than one card?
No, you will need to use one card for each transaction.
If you have any other question, feel free to contact our customer support.
I received an error message when trying to check out. What does this mean?
Common reasons for error messages during checkout can include invalid payment information, insufficient funds, technical issues with the website or payment processing system, or an issue with the items in your cart. If you receive an error message during checkout, you should review your payment information and cart contents to ensure everything is accurate. You may also want to try again later or contact customer support for assistance.
I am having a hard time completing my order. What can I do?
Please try clearing your browser cache and cookies, and try to check out again. If you still need additional help, we are here for you. If you still need additional help, we are here for you. Contact our Customer Support to help you.
How do I know if my order was placed successfully?
As soon as your order is placed, you will receive automated emails about your order’s status. When your order is shipped, you will also receive email with the courier company and the tracking number so that you can track your package at any time. If you have a Converse account, you can see the status of your order from "MY ORDERS" menu in your account.
Can I cancel an order once it has been placed?
We try to process all orders as quickly as possible, but we are able to help you if you call us in time. If we can't edit your order, it will be shipped as scheduled, but don't worry – you can return it for any reason within 14 days from the date you receive it, free of charge if you follow our returns policy.
If you still need additional help, we are here for you. Contact our Customer Support to help you.
Do you restock shoes that are sold out?
Most of our styles are seasonal or limited editions; this means that once they sell out they will not be restocked. However, some of our classic styles are frequently restocked.
Shipping Methods & Charges
Where's my stuff?
As soon as your order is placed, you will receive automated emails about your order’s status. When your order is shipped, you will also receive email with the courier company and the tracking number so that you can track your package at any time. If you have a Converse account, you can see the status of your order from "MY ORDERS" menu in your account.
How much does shipping and handling cost?
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GREECE
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Home Delivery
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Delivery at Automated Lockers Box Now
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Orders above €60
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Free Shipping
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Free Shipping
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Orders below €60
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2,99€
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1,99€
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CYPRUS
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Standard Delivery
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Express Delivery
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Orders above €90
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Free Shipping
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15,00€
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Orders below €90
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7,00€
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15,00€
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What countries does TOMS ship to?
We only ship to Greece & Cyprus.
What are TOMS.gr's shipping methods?
We want you to receive your products as quickly as possible, and we offer you two shipping methods:
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GREECE
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Home Delivery
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Delivery at Automated Lockers Box Now
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Attica
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1 to 3 business days
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1 to 2 business days
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Mainland Greece
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1 to 3 business days
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1 to 2 business days
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Greek Islands & Other areas with difficult access
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1 to 4 business days
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1 to 2 business days
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For orders shipped in Cyprus we provide standard and express delivery.
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CYPRUS
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Standard Delivery
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Express Delivery
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7 to 10 business days
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2 to 4 business days
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Note that the delivery time of your order may increase during high traffic (official sales period, Black Friday) or for reasons of force majeure.
Product & Sizing
What size shoes should I order?
TOMS® Shoes 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 shoe sizes, we recommend going with the smaller one since TOMS® will stretch slightly as they're broken in.
Will my TOMS® Shoes stretch?
Your TOMS® Shoes will most likely stretch slightly with use. They should fit snugly out of the box with your toes touching the end. After a few hours of wearing, they will likely stretch slightly to conform to your feet. If you are unsure whether or not they will fit, please try your TOMS® on a carpeted surface to see how they stretch as we do not accept returns on shoes that show any wear or use.
What type of material does TOMS® use for its insoles?
All styles, with the exception of our core alpargatas, utilize insoles made of microfiber, textile, faux shearling or other materials. Our core alpargatas include leather insoles made of pig suede. When TOMS® sell shoes within the Middle East market, TOMS® ensures that insoles are utilizing non-pig suede material.
What is Ortholite®?
Ortholite® is a high-performance, lightweight insole that offers unmatched comfort and eco-friendly elements. That means more comfort for you, and less impact on the planet.
All OrthoLite® insoles are:
- Lightweight and high-performance
- Breathable
- Durable
- Odor-resistant
- Washable
- Made with recycled and sustainable materials, like recycled rubber and bio-oil derived from castor plants.
How do sizes compare?
MENS SIZE CHART
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EU
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US/CA
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UK
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CM.
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38
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6
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5
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24
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38.5
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6.5
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5.5
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24.5
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39
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7
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6
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25
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40
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7.5
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6.5
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25.5
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40.5
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8
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7
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26
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41
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8.5
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7.5
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26.5
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42
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9
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8
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27
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42.5
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9.5
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8.5
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27.5
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43
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10
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9
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28
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43.5
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10.5
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9.5
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28.5
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44
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11
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10
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29
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44.5
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11.5
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10.5
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29.5
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45
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12
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11
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30
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46
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13
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12
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30.5
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47.5
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14
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13
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31.5
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48.5
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15
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14
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32
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50
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16
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15
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32.5
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51
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17
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16
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33
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WOMENS SIZE CHART
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EU
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US/CA
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UK
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CM.
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35.5
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5
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3
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22
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36
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5.5
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3.5
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22.5
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36.5
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6
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4
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23
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37
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6.5
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4.5
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23.5
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37.5
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7
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5
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24
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38
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7.5
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5.5
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24.5
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38.5
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8
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6
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25
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39
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8.5
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6.5
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25.5
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40
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9
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7
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26
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41
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9.5
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7.5
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26.5
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42
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10
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8
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27
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42.5
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11
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9
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28
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43.5
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12
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10
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29
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YOUTH SIZE CHART
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EU
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US/CA
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UK
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CM.
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30
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12
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11
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18
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30.5
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12.5
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11.5
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18.5
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31
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13
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12
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19
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31.5
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13.5
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12.5
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19.5
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32.5
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1
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13
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20
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33
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1.5
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13.5
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20.5
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34
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2
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1
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21
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34.5
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2.5
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1.5
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21.5
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35
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3
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2
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22
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35.5
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3.5
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2.5
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22.5
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36
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4
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3
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23
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36.5
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4.5
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3.5
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23.5
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37
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5
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4
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24
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37.5
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5.5
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4.5
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24.5
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38
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6
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5
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25
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TINY SIZE CHART
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EU
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US/CA
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UK
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CM.
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16
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1
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0.5
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8
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17.5
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2
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1.5
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9
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18.5
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3
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2
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10
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19.5
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4
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3
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11
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21
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5
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4
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12
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22
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6
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5
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13
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23.5
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7
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6
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14
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24.5
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8
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7
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15
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26
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9
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8
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16
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27
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10
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9
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17
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28.5
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11
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10
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17.5
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How do men's shoe sizes compare to women's?
When converting to men's shoe sizes from women's, we suggest you go down 1.5 sizes. For example, a US/CA women's shoe size 8.5 is roughly equivalent to a US/CA men's shoe size 7 (equivalent to 9.8 inches, 25 centimeters, UK men's 6, and EU men's 39). Keep in mind that men's shoes run slightly wider than women's shoes.
How do youth shoe sizes compare to women's?
When converting from women's shoe sizes to youth, we suggest you go down two sizes. For example, a US/CA women's shoe size 5 is roughly equivalent to a US/CA youth's shoe size 3 (equivalent to 8.7 inches, 22 centimeters, UK youth's 2, EU youth's 35).
I found TOMS® products for sale on an auction website. Are they authentic?
TOMS® does not sell directly on any auction website. Any items purchased from an auction site are purchased at your own risk. Auction websites do not guarantee the authenticity of the products sold on their sites. For this reason, there may be counterfeit goods available through auction sites, despite language that the item is genuine or authentic.
How do I care for my TOMS® eyewear?
Your eyewear comes with a TOMS® Flag lens cloth for cleaning; using it will preserve the quality of the lenses. Hand wash and air-dry the cloth regularly. To avoid damage, do not clean your glasses with paper towels or clothing, which can leave scratches. Avoid using household detergents or soaps. Please store your TOMS® eyewear in its protective case to help minimize accidental mishandling.
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.
Where is TOMS® eyewear manufactured?
TOMS® eyewear is manufactured in China and Italy.
How To Care For TOMS® Footwear
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.
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