Lets Talk Gear
Whether you need advice on the right instrument, have a question about a product, want an update on your order or need help with a delivery, the TOMS team is ready to point you in the right direction.
FREE DELIVERY OVER R2000
Free delivery on orders over R2000.
RETURNS
Within 30 days T&Cs apply.
FLEXIBLE PAYMENTS
Multiple payment options.
FREQUENTLY ASKED QUESTIONS
Looking for a quick answer? Check out our FAQs first. You might find exactly what you need without missing a beat.
ORDERS & PURCHASES
How do I place an order?
How do I place an order?
Simply browse the TOMS online store, add your chosen gear to your cart and follow the checkout process. Once your order has been successfully placed, you’ll receive an order confirmation.
How do I know if an item is in stock?
How do I know if an item is in stock?
Product availability will be displayed on the product page. If you’re looking for something specific that isn’t currently available, get in touch with the TOMS team and we’ll see what we can do.
Can I change or cancel my order after placing it?
Can I change or cancel my order after placing it?
If your order hasn’t been processed or dispatched yet, we may be able to help. Contact us as soon as possible with your order number.
What payment methods do you accept?
What payment methods do you accept?
Available payment methods will be displayed during checkout, allowing you to select the option that works best for you.
Do your products come with warranties?
Do your products come with warranties?
Where applicable, products are covered by the relevant manufacturer or distributor warranty. Warranty periods and conditions may vary by brand and product.
RETURNS & EXCHANGES
Can I return or exchange an item?
Can I return or exchange an item?
Yes, eligible items may be returned or exchanged in line with the TOMS Returns Policy. Products generally need to be returned in their original condition, with their packaging, accessories and proof of purchase.
What if I receive the wrong item?
What if I receive the wrong item?
That’s something we’ll want to fix quickly. Contact our team with your order number and details of the item received, and we’ll assist with the next steps.
What happens if my order arrives damaged?
What happens if my order arrives damaged?
Please contact us as soon as possible and include your order number, a description of the damage and photographs where possible. Our team will assess the issue and assist you.
Can I return an item if I change my mind?
Can I return an item if I change my mind?
Certain products may be eligible for return subject to our Returns Policy and applicable terms and conditions. We recommend reviewing the policy before returning an item.
Are there products that cannot be returned?
Are there products that cannot be returned?
For hygiene, licensing or other reasons, certain products may not be eligible for return once opened or used. Any exclusions will be covered in our Returns Policy.
How long do refunds take?
How long do refunds take?
Once an approved return has been received and assessed, the refund will be processed using the applicable refund method. Processing times may vary depending on the original payment method and financial institution.
SHIPPING & TRACKING
Where does TOMS deliver?
Where does TOMS deliver?
We deliver to addresses across South Africa, subject to courier coverage and any product-specific delivery restrictions.
How much does delivery cost?
How much does delivery cost?
A R150 delivery fee applies to TOMS online orders under R2000. Delivery is FREE on orders over R2000 across South Africa, subject to our delivery terms and any applicable exclusions. More gear. Less admin. Delivered to your door.
How long will my order take to arrive?
How long will my order take to arrive?
Delivery times depend on product availability and your delivery location. An estimated delivery timeframe will be provided where applicable.
How can I track my order?
How can I track my order?
Once your order has been dispatched, you’ll receive tracking information so you can follow your gear on its journey to you.
What happens if I miss my delivery?
What happens if I miss my delivery?
The courier will generally attempt to contact you or arrange another delivery. Follow the instructions provided with your tracking information or contact us if you need assistance.
Do you ship large or heavy equipment?
Do you ship large or heavy equipment?
Yes, many larger products can be delivered, although special shipping arrangements or additional charges may apply. We’ll let you know if your order requires anything outside of standard delivery.
