Right of Withdrawal
Shopping with us in the EU? You have a legal right to change your mind. Here's the simplest way to use it, and why it's already taken care of with TOMS.
As an EU consumer, you have a right of withdrawal: you can withdraw from your order within 14 days, without giving a reason. The good news is that our standard returns already give you everything the right of withdrawal guarantees, and more. So for most orders, there's nothing special you need to do.
How our returns cover your right of withdrawal
- 30 days, not 14. You get a full 30 days to return your order, more than double the statutory 14-day withdrawal period.
- Refunded the way you paid. Your money goes back to your original payment method.
- Automatic refunds. As soon as your return reaches us, your refund is triggered, with no chasing required.
- Try them on. You're welcome to try your items, just as you would in a store. Please return them in good-as-new condition; if items come back clearly worn or damaged, we may deduct for the loss in value.
How to withdraw from your order
The easiest way to exercise your right of withdrawal is through our returns portal, with no account or login needed.
- Open our returns portal and enter your order number and email or postcode.
- Select the item(s) you'd like to return.
- Get your return label (free or paid, depending on your market) and post your items.
- We'll confirm by email and refund you automatically once your return arrives.
Using the portal within 14 days counts as exercising your right of withdrawal, with more time and an easier process than the law requires.
Prefer to submit a formal withdrawal notice, or haven't received your order yet? Use the withdrawal form further down this page.
The legal bit
Your right of withdrawal lasts 14 days from the day you (or someone you nominate) receive the last item in your order, and you don't need to give a reason. Some items can't be withdrawn from for hygiene or personalisation reasons, for example sealed products once opened, or made-to-order items. Under the right of withdrawal you cover the cost of returning the goods unless we tell you otherwise; you can find the return costs for your country in our FAQ. Refunds are issued within 14 days of being informed of your withdrawal, and we may wait until we have received your items back or you have supplied evidence of having sent them, whichever is earlier.
Withdrawal form: haven't received your order yet, or prefer a formal notice?
You can withdraw from your order at any time from the moment you place it, including before it arrives. If your order hasn't been delivered yet, or you'd simply prefer to submit a formal withdrawal notice, use the withdrawal form below. We'll acknowledge your withdrawal by email and help you return your items once they arrive.