FREQUENTLY ASKED QUESTIONS

• Please note:

  For any orders placed over the Easter long weekend, please allow an additional 1-2 business days for delivery.

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• Delivery Information

  For any orders placed over the Easter long weekend, please allow an additional 1-2 business days for delivery on top of the standard delivery times.

  We aim to deliver your order within 2-5 business days almost anywhere in Australia.

  Orders placed after 2 pm AEST or on weekends will be dispatched on the following business day.

  The delivery times below are estimates and can vary depending on stock availability and your location.
  
  

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

  We send regular tracking emails to keep you updated throughout your purchase journey.
  
  Have an account?

  Log in to My Account > My orders> Track.

  It's that easy to keep up with your order!
  
  Checked out as a guest?
  
  Head over to our tracking portal and pop in your order number (find this in your order confirmation) to follow your Timberland order.
  
  

  Only received part of your order?

  We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
  
  If you haven't received your order by the estimated delivery date, contact us below and we'll help track it down.

   P.S Don’t forget to check your spam!

  
   

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• A message to our Timberland community

  To our valued customers,

  With the rising severity of the Covid-19 crisis, we have an update for you on how we're dealing with things at Timberland.

  To ensure we're doing our part in protecting our team, customers and the wider community, we've made the difficult decision to temporarily close all Timberland retail stores, effective from 5 pm Friday the 27th of March 2020.

  We will be closely monitoring the situation & will share further updates with you as to when our retail store will re-open.
  
  While we'll miss seeing you in-store you can still shop with us online at www.timberland.com.au and stay in contact on Instagram @timberland_australia.

  Our Customer Experience team is also available & you can contact them below should you have any questions or concerns.

  We are grateful for your loyalty and understanding as we continue to work through this together.

  The team at Timberland.
  
  We understand you may have questions, we’ll do our best to answer below: 

  DELIVERY
  
  Due to restrictions in the freight network, there may be further delays to your delivery. For regular delivery updates, check out our article here.
  
  RETURNS
  
  Can I return my in-store purchase online? Are your shoes not quite right or a bit tight?
  
  We’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens. If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
  
  CUSTOMER EXPERIENCE TEAM

  Our Customer Experience team are still here to have a chat about all things sneakers... or if you just need a friend. 

  They're practising social distancing in the comfort of their PJs at home. Operating hours are from 9 am - 5 pm (AEST) Monday to Friday. Note there may be 1-3 delay in responding to your emails. 

  We’re all in this together.
  
  Our number one priority is safety - for our customer, our teams and our community.

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• Updates to Domestic Delivery Procedures

  Australia Post remains fully operational across Australia during government restrictions on non-essential activity. Customers can be assured, they will continue to be able to send and receive parcels during this time.
  
  To ensure the safety of the customers and team, some changes have been made to their standard delivery procedures, in line with Australian government regulations:

  • If you’re home at the time of delivery, drivers will confirm that you are the intended recipient of the parcel. Couriers will then sign for the item on your behalf.
    
    
  • Australia Post has advised that for any customers who are showing symptoms, do not visit the Post Office during this time.
    
    
  • Please note that Self Service Terminals at Post Offices will be temporarily unavailable to ensure customers and staff keep a safe distance from one another.

  If you have any questions, feel free to reach out to our Customer Experience team below.

  For any further updates, please visit the Australia Post website for more information.

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• Changes to our Customer Experience Operating Hours

  Our Customer Experience teams are working from home to ensure we're following Government-advised best practices.
  
  We're operating from Monday to Friday 9 am to 5 pm, here to help with your order, sizing questions and product recommendations as always! 
  
  We're operating with a small team and are working hard to ensure your questions are heard and answered. There’ll be a significant delay in response and we appreciate your patience at this time.

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• Promotions

  30% off Full-Priced Boots:  20% off using code: 30BOOTS. Offer valid from 09.04.20 to 13.04.20. 
  
  Start shopping here.

  Important to note:

  • Limited time only. Online exclusive.
  • Offer valid on full-priced items only. Whilst stocks last.
  • This offer cannot be used in conjunction with any other promotional code on site.
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• What is your latest in-store returns policy?

  Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a store when trade reopens.
  
  If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
  
  We want you to be completely satisfied with our products and we will gladly accept returns within 90 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 90 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.

  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 90 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. 
  
  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 online returns policy?

  Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens. If we're closed for longer than intended, don't worry! When our doors reopen, we'll process your return as normal.
  

  We want you to be completely satisfied with our products and we will gladly accept returns within 90 days of receipt where the products are in new, unworn with tags attached and in their original packaging. 
  
  Important to note! We do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.
  
  

  	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

  3 simple conditions for a successful return

  RETURNED WITHIN 90 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 90 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

  
  
  Returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or a sealed shipping satchel.*

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

  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. You may also return your items back to our online warehouse and you will be provided with a full refund. 

  Refunds

   Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
  
  Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.

  Exchanges & Store Credit

  In-store purchases that are eligible for return and within 90 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our Timberland team to decide whether a full refund will be provided.

  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.

  Faulty items

  Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.

  If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

  If this is the case, please contact our Customer Experience team below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

   

  *Please do not send any faulty items back without contacting us first.

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• How do I know what size I am?

  Sizes can vary by style, so getting the right size for you can be a little tricky. It’s important that you get the correct size, which is why we’ll do the hard work for you with our size converter! Click here for our comprehensive size guide.

  Any questions? Feel free to contact our Customer Experience team below.

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