1. How do I register on tods.com and what are the advantages?
By creating an account, you can access your order faster, store multiple delivery addresses, view and track orders and much more.
Insert your first and last name, state, email address and password to register on tods.com and to access these fantastic and convenient client services areas:
- Account Information
- Saved Addresses
- Wish List
- Save Payment Methods
- Order details
2. What do I do if I have forgotten my password?
If you have forgotten your password, click on the link “Forgotten Your Password” (https://www.tods.com/us-en/forgotten-password)
You will be asked to insert the email address with which you registered your account. You will receive an email to this email address with a “Reset Password” Link. Reset your password using this link.
3. How do I find my size?
Each product page will have a size drop down. Depending on product will determine how the product sizing works.
Women’s Shoes drop down is in Tod’s Sizing with the corresponding US Size in parentheses ( US).
Men's Shoes Drop down is in Tod’s Sizing with corresponding US Size in parentheses ( US).
On each product page in the size drop down you will find a size guide that can help you find the correct size comparing Tod’s Sizing to EU, UK, US, CN sizing. To even further assist you we also provide the Millimeter measurement of shoe insoles.
On the Size guide you can also find our sizing suggestions. Which will provided you with real advise to how an item fits and whether to size up or size down depending on the specific product.
If need help determining the correct size please do not hesitate to contact Customer Service team.
All returns are free of charge so trying on multiple pairs and sized of shoes and returning (in perfect condition) is encouraged.
4. What happens if a product I like is sold out?
If a product that you are interested in purchasing is "sold-out", we suggest that you add this product to your Wishlist. This way, we can contact you via email as soon as the item becomes available.
We'd like to remind you that you can take advantage of our "discover online & find it store", service which details an item availability in our TOD'S Boutiques.
5. What is a pre-order and how does it work?
Selected special looks and runway items may be purchased in advance online. Pre-order products will be reserved for you and sent as soon as they become available.
Delivery times may be indicated online, in the item description and the order confirmation email which will be sent as soon as the purchase process has been successfully completed.
If your order comprises both available items and pre-order items then you will receive these items separately.
If your order comprises pre-order items with different delivery dates then these items will be shipped as soon as all items become available.
In both cases, you will be debited for these purchases when they have been shipped.
The purchase of pre-order items can only be made with a Credit Card or Paypal. We will contact you in regards to your preorder before it ships. You will receive a $1 debit pre authorization to confirm the validly of your payment method. This authorization be credited and we will settle full payment at the time of shipment.
6. How do I know if I have purchased an authentic Tod's product?
Genuine Tod’s product are sold through Tods.com as Tod’s Boutiques that are directly managed by Tod’s. As well Tod’s products can be found at , as well as an exclusive network of partners.
Unfortunately, counterfeit Tod’s items can be found on websites with registered domain names that use the TOD's brand name - or with slight variations of the brand name- and through descriptive words such as "bags" or "outlet" with additional words such as "authentic" or "genuine". These words are specifically chosen by traffickers of counterfeit goods to deceive clients and invite them to trust purchasing items from their websites. To report a counterfeit TOD'S item or a suspicious website, we invite you to send us an email at: firstname.lastname@example.org
We kindly ask that you supply us with a detailed description of the item on the website in question, in which place the purchase was made, the seller, the type of product and the website address etc.
We appreciate your help in the fight against counterfeit items and we'd like to remind you that the official Tod’s website is: www.tods.com.
7. What do I do if I have a problem with sizing or a product isn't what I expected?
All items sold on tods.com are covered by the Legal Guarantee of Conformity.
Every item purchased on Tods.com goes through a rigorous quality control check.
In the event that a product purchased on tods.com, strictly during the Legal Guarantee notice period, exhibits any such problems relating to defects, we invite you to contact our Customer Service Team, via email at: email@example.com
The Customer Service Team will respond promptly to your claim, and assist you in the next steps.
Products may not be worn or used if a return is being requested. All items must be returned in perfect resalable condtion.
For additional information regarding the applicability of the Legal Guarantee of Conformity, we invite you to consult Section 12 of our General Terms and Conditions of Sale.
8. How can I identify a non-authorised site?
Unfortunately, counterfeit TOD'S items can be found on websites with registered domain names that use the TOD's brand name - or with slight variations of the brand name- and through descriptive words such as "bags" or "outlet" with additional words such as "authentic" or "genuine". These words are specifically chosen by traffickers of counterfeit goods to deceive clients and invite them to trust purchasing items from their websites.
The official TOD'S website is: www.tods.com.
9. How do I contact Customer Care?
Our assistants are available to handle any request relating to the navigation and browsing of our online store, to give advice on purchases and to provide all information related to orders and/or deliveries as well as any other information regarding the company.
All of these Services can be accessed Monday- Friday from 9:00 AM – 6:00 PM EST excluding weekends and national holidays.
HOW CAN WE HELP YOU?
Monday-Friday, from 9:00 to 6:00 PM EST
You can contact us via email by completing the following form and we will respond within 1-2 business days, Monday-Friday.
REQUEST A CALLBACK
For those who wish to immediately talk to one of our available operators.
By selecting the icon, an operator will be assigned to your chat.
10. How long does it take and how much does it cost to deliver items?
- Ground – Complimentary. Expected delivery within 1 - 7 business days after order ships.
- Second Day - $25 . Guaranteed delivery on second business day for all order placed before 1:00 PM EST.
- Next Day - $ 35. Guaranteed delivery on the next business day for all orders placed before 1:00 PM EST.
All orders are wrapped in beautiful packaging and include complimentary return labels.
Shipments are carried out Monday-Friday, during office hours, except on weekends and bank holidays.
All orders need to be made before 1:00 PM EST to guarantee delivery by the Next or Second business day.
We Ship via UPS. All shipments require a signature. The courier will make 3 delivery attempts; after the third attempt, the order will return to the warehouse. For some customers, UPS may only attempt delivery one time then deliver packages at near by access points.
Once you have completed the order process, you will not be able to change the delivery address. For urgent needs please call our customer service team and we can attempt to support your request.
11. Can I cancel or change an order?
After an order is placed it is not gaurenteed if we will be able to cancel or modify an otrder. We ask you to promptly call our customer service at 855-303-3253 or email at firstname.lastname@example.org
We will work hard to satisfy your request. However, once an order is in the preparation phase at the warehouse, we won't be able to guarantee the cancellation or modification of your order.
In case you are unhappy and want to return your items, you can do so by using the provided return label or contacting our customer service to retrieve a complimentary return label. If you would like to exchange your item, you can do so by contacting our customer service team via phone or email to request an exchange item be put on hold.
Once we have received your returned item, we will reimburse your original form of payment. Please note it may take 3-5 business days to see credit back on any bank accounts. If you have requested an exchange we will credit back your original form of payment and recharge the original form of payment for the exchange items.
12. Is it safe to make purchases on tods.com?
Each purchase is made securely on Tods.com thanks to advanced site certificate servers and (SSL) coding systems. We only use secure connections, indicated by the prefix "https" and the lock symbol which can be found together in the browser's address bar as soon as you enter the "Checkout" pages.
Our payments department checks every transactions for fraudulent activity prior to confirming a transaction and may contact you for additional information prior to order confirmation in order to ensure the most security for you.
13. How long do I have to return an item?
•Should you need to return your purchase, you have 20 days from the date of the invoice to arrange your exchange or return and have your items sent back to us.
We'd like to remind you that Custom Made products are excluded from the Right to return. All products on sale or sold at a discount are excluded from the right to return. Any paid expedited shipping will not be credited to the customer. All products must be returned in a perfect resalable condition. Any items displaying wears with marks or stretches will not be accepted.
14. How do I return an item?
1. Fill out the provided return form. In your package you will receive a return document, please choose the reason for return. If you would like to exchange an item, list the product code, description and size of the product you would like to receive. Please contact the Customer Care to book and hold your exchange order at 1-855-303-3253.
2. Prepare your package and pack your merchandise and all its contents (including box and dust bags) securely, in the original package and include the return/ exchange form. Affix the provided pre-paid label to the package (provided), making sure no other tracking labels are showing. If you did not receive a prepaid return label you may contact our customer service team to request a new one.
3. Drop your shipment off at any UPS drop box or store; if you have any questions regarding these locations please contact UPS at +1 800 823 7459 or visiting UPS.com. Should you choose to return your items to one of the TOD’S Boutiques located in the United States, please visit http://www.tods.com/en_us/boutique/ for a list of all stores in the United States. Please bring with you the original purchase receipt enclosed to your Shipment Confirmation email and the return form attached hereto. Please note, all returns in store will be sent to our warehouse and credited once received and processed.
4. Once your returned item has been received and inspected for integrity and compliance with our return policy, TODS.COM will refund the cost of the returned item(s) (excluding any shipment cost, if applicable) within 15 days after it is received. Refunds will be issued using the same payment method originally used for the purchase. While TODS.COM will try to accommodate a request for an exchange, TODS.COM cannot guarantee that it will be able to exchange the item as you requested. If TODS.COM is unable to fulfill your exchange request a refund will be issued
- Alternatively, you can return your order at your nearest Tod’s boutique. Use the Store Locator to find your nearest store. When you arrive in store, boutique staff will make the return and give you a confirmation document. We recommend that you keep this document. Upon completion of the return process, you will also receive a confirmation email. The invoice is required for any exchanges or returns and may be presented in paper or digital form. We would like to remind you that the invoice is attached to the email confirming the order shipment.