FREQUENTLY ASKED QUESTIONS

• COVID-19 Information - Online & In-store

  NSW Update 11/10/21: Our stores are open following Government directives.

  VIC Update: Our Metro stores are temporarily closed following Government directives. Click here for more information.

  Due to the evolving situation, we recommend checking your Local State Government website at www.australia.gov.au for the latest information around COVID-19.

  Delivery

  We're still delivering! We’ve made the necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. Due to extended COVID-19 lockdowns and high parcel volumes, there may be delivery delays. Click here for more information.

  Returns & Exchanges

  We're constantly checking for Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed. We will waive the returns period once our stores reopen.

  
  Please see our Covid Plan below. 

  COVID SAFE PLAN

  We’ve implemented the following measures to help you shop safely in-store. We will review and adapt these in-store measures as the environment evolves.

  1. Entry only allowed for fully vaccinated customers with an approved COVID-19 vaccine (NSW only at this stage)

  Persons aged 16 years and over will only be permitted to enter our stores if they are fully vaccinated or have a medical exemption. You will be required to show proof of COVID-19 vaccination upon entry. There are several options to access and show proof of COVID-19 vaccination, including:

  •  COVID-19 Digital Certificate: this can be accessed through the Express Medicare mobile app or Medicare online account through myGov. The COVID-19 digital certificate can be added to a smartphone wallet or similar for ease of access
  • A printed version of the COVID-19 digital certificate or immunisation history statement (also available through myGov)
  • COVID-19 digital certificates can also be added to a Service NSW app and shared as part of a QR check-in. Visit nsw.gov.au for detail.

  For people without a Medicare Card:

  • Call the Australian Immunisation Register on 1800 653 809 and ask for an immunisation history statement to be posted. It can take up to 14 days to arrive
  • Add a COVID-19 digital certificate to a smartphone wallet or similar using the Individual Healthcare Identifiers service (IHI service) through myGov
  • An immunisation history statement can be accessed from My Health Record. Visit Services Australia for instructions.

  For people without a smartphone or online access:
  A COVID-19 digital certificate or immunisation history statement can be accessed via myGov to download and print. Alternatively, call the Australian Immunisation Register to request a copy in the post.

  
  For people with a medical exemption:
  If you have a medical reason for not receiving the COVID-19 vaccination, speak to your medical practitioner about getting your medical contraindication added to your immunisation history.

  You can read more about the vaccination policy at the NSW Government website here.

  Penalties may apply for making or presenting a fake form of proof of vaccination. We also reserve the right to refuse entry for those who don’t follow government guidelines.

  2. Mandatory QR code check-in

  Some states have mandated QR code check-ins via the official Government App. Please refer to your Local State Government for more information (Australia.gov.au).

  3. Mandatory face coverings in-store 

  Some states have introduced mandatory mask-wearing indoors. Please refer to your Local State Government for more information (Australia.gov.au).

  4. Click & Collect 

  We offer Click & Collect to help you minimize your contact in-store. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

  Please see below for your state's Click & Collect service: 

  State	Click & Collect Service
  NSW	Click & Collect
  QLD	Click & Collect
  VIC	Contactless Click & Collect*

  *Please note, there are radius restrictions in place for some States. Please check for your nearest store before placing a Click & Collect order.

  5. Introduce a limit to the number of customers in-store at any given time

  Our stores will have signage displayed with the max capacity allowed in-store at any one time. If the store has reached capacity, the number of customers will be managed using a one in, one out policy. Shopping centres may also introduce capacity limits so we strongly advise checking on their websites before heading in.

  6. Maintain 1.5 metres apart from each other where possible

  Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.

  7. Use EFTPOS/Paywave/Tap n Go services available

  We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.

  8. Use sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.

  9. Regular cleaning routines throughout the entire store

  We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.

  10. Remove and put on your own footwear

  Our team will still be available to assist you with any sizing questions you may have, however they will maintain 1.5-metre distance to comply with social distancing. Our stores will have disposable try on socks and gloves available for customers.

  11. Training for team members on social distancing and additional hygiene measures

  All of our team members will be required to complete a training course.

  
  Thank you for playing your part in helping us practice social distancing. We appreciate your continued support as we work through this together.

  We hope to see you in-store or online soon.

  Timberland.
  

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• How long does delivery take?

  Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times of 1 - 3 business days for metro areas and 4 -7 business days for rural areas. More information here.

  Just placed an order? Here's when to expect your delivery:

  	Delivery Time	Over $150	Under $150
  Australian Metropolitan Areas	1-3 Business Days	FREE	$10
  Australian Rural Areas	4-7 Business Days	FREE	$10

  Orders can be delivered to residential and business addresses, parcel lockers, PO boxes and parcel collect locations. 

  Only received part of your order?

  If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.

   

  Important to note:
  1. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.

  2. Delivery services do not run on National or State Public Holidays. 

  3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Timberland.
  4. StarTrack has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.
  

  Need help tracking your order? Click here.

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• Please note:

  Delivery times may vary due to the impact of COVID-19. We apologise for the inconvenience.

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• Can I exchange my items?

  Accidentally ordered the wrong size or had a change of mind?

  We offer both return and exchange options, provided your items meet our Returns Policy. 

  Exchanging online 

  If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.

  Our online return instructions will guide you through the returns process. 

  Exchanging in-store 

  Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay. 

  Afterpay purchases can be exchanged for same value items only. If you wish to exchange for an item of a higher or lower value, we suggest returning and repurchasing. Please note that exchanges can only be facilitated against the original card. 

  Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style. 

   

   

   

   

   

   

   

   

   

   

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• What is your latest Returns & Exchanges Policy for in-store purchases?

  This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.

  Updated as of 25/08/21: We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

  Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

   3 simple conditions for a successful return:

  • Item(s) were purchased in the last 30 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition. Shoes must be returned in their original, undamaged shoe box. 

  In-store conditions
  
  In-store purchases cannot be returned or refunded to the online store at this point in time.

  Exchanges & store credit

  In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided. 

  Credit notes are valid for 12 months. Credit notes must be presented at time of redemption.

  
  Faulty items

  We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

  Please click here for more information on in-store faulty assessments.

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• What is your latest Returns & Exchanges Policy for online purchases?

  Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.

  Updated as of 25/08/21: We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

  Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging. 

   

  3 Simple Conditions for a Successful Return
  

  RETURNED WITHIN 30 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 30 days and proof of purchase can be provided.	Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached	Item(s) are in original packaging or shoebox in their original condition

  
  Shoes must be returned in their original, undamaged shoebox. Returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside-out plastic shopping bag to protect the shoebox during transit. *

  *We reserve the right to reject any returns that do not meet these requirements.

  RETURN OPTIONS 

  	CREDIT CARD PURCHASES	PAYPAL PURCHASES	AFTERPAY PURCHASES
  RETURN ONLINE	Refund Available	Refund Available	Refund Available
  RETURN IN STORE	Exchange, store credit or refund available	No refund available. Exchange available for size only	Refund available. No exchanges

   

  Exchanges

  All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.

  Online conditions

  • Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
  • Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
  • Online purchases using Afterpay can be returned online or in-store. 

  Cost of returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

  If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. All online returns must be lodged through our Returns portal here.
  
  Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
  
  

  How is the refund processed? 

  Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your return tracking number, that way you can track your order and see when it reaches us.

  I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution. 

  I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule. 

  I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website. 

  *Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

   

  Faulty items

  If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

  Third-Party & International Purchases

  Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Timberland Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

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