toms returns charge

nickisue2

i bought my son two pairs of toms shoes for his birthday. they hadnt got any in his size in our local shopping centre so i ordered from the toms website toms.co.uk. i ordered two different sizes so four pairs in total. i knew i would have to pay postage to return two pairs to toms but it wasnt until i actually went to return them and created a returns invoice that i found out they had to be returned to The Netherlands. instead of about £4 to return to uk it cost me over £15. nowhere on the site did it say where i had to send them to and because they are supposedly an ethical company i didnt have any qualms about buying from them. i contacted citizens advise to ask whether it should have said on the site that return were to the netherlands but they said because its not an english company - it registered in usa - that they didnt fall under uk law. just want to advise people because i think it is quite underhand of them not to give this info. there is also no contact address on the site and i know this is a bit of a red rag but again because it is a well known company i didnt expect any problems. i am really dissapointed with them and they havent replied to my message to them about this

bris

It's part of the problem when buying on the internet, you can never take anything for granted.


There are literally thousands on .co.uk websites that have no real presence in the UK. The most important give away for this is the lack of an address on the website, it should set alarm bells ringing. In this case you will get a refund which is better than most that are based in China.


Can't help with your issue though as what they are doing is perfectly legal. Buying from the internet is easy but it come at a price when things don't fit, or in your case knowing you are sending 2 pairs back costs them money too.

vuvuzela

The Toms website toms.co.uk is registered in Canada. I agree it's a bit off of them not to have a UK presence for returns. Did the shoes come from within the UK or abroad ? Was there any address on the packaging ?

InsideInsurance

Ok, the TOMS website states its run by TOMS EMEA B.V. so their Europe, Middle East and Asia subsidiary which is based in the Netherlands

It also stats on their Terms of Use:

Please note that you will be required to meet the cost of returning any product(s) to TOMS™. All returns should be addressed to our distribution center based in The Netherlands from where your products have been shipped to you.

It does state that the contract is governed by English Law but by english law they havent done anything wrong as they have stated you are responsible for return costs and whilst they have no duty to say where the return will be going to it happens to be stated anyway.

Unfortunately its a case of needing to read before you buy.