FREQUENTLY ASKED QUESTIONS

• Delivery Information

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

  If your order is placed before 2pm AEST on a business day (Mon-Fri), it leaves our warehouse the same day!

  Orders placed after 2pm 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. Click here for a state by state break down.

   

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

  
   

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• How does Click & Collect work?

  It's easy! Simply browse the website and find the products you want, then follow the steps below:

  

  • Select your size
  • Select 'Click & Collect' then enter your postcode & search radius and click 'Check'.
  • The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'.
  • This will add the product to your cart, and you are free to browse and add other products to your cart.
  • Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
  • Now complete the order by entering your personal details and payment information.

  Once your order is placed, our in-store team will be notified and they'll get busy preparing your order! Once it's ready we'll send you an email letting you know and you can come and collect at your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!).

   

  If you need to nominate someone other than yourself to collect the order, we require prior contact with our Customer Care team. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

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• Returns Policy

  If you're not 100% satisfied with your purchase, you can return your item(s) within 30 days of placing your order if you meet the below return conditions.

  Please note all PayPal transactions must be returned Online should you want a refund.

  

  RETURNED WITHIN 30 DAYS OF PURCHASE

  Item(s) were purchased in the last 30 days and proof of purchase can be provided.

  

  ITEM(S) ARE UNWORN & UNDAMAGED

  Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached

  

  IN ORIGINAL PACKAGING AND CONDITION

   Item(s) must be returned in the condition they were dispatched in. Returns cannot be sent with the shoe box taped up, written on or exposed. Please use either the original postage bag or a sealed shipping satchel.

  Please note we reserve the right to reject any returns that do not meet these requirements 

  If you would like to visit one of our stores, we will be happy to provide you with an exchange, store credit or refund depending on your payment method. Find your nearest store here.

  You may also return your items online and you will be provided with a full refund, unfortunately, we can not facilitate exchanges when your order is returned to us in this manner. 

   

   

  	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 refunds available. Exchange available for size only	Refund available. No exchanges

   

  If you would like to post your item back to us, log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.

  Here you will be prompted to purchases either an Australia Post or StarTrack return label.  

   

  	Return via Mail	Return in store
  Purchased in store	NO	YES
  Online Delivery	YES	YES (except Paypal)
  Click and Collect	YES	YES (except Paypal)

  Please allow time for your return to reach our fulfilment centre. This time may vary depending on your location.

  If approved, refunds are carried out within 48 hours of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-3 working days to process.

  *Please note Gift Cards are non-refundable.

   To read our full policy, please click here.

   

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• How to return an online order in store?

  You can return any item to us in-store, just be sure to meet the conditions below and bring your proof of purchase. Your confirmation email is ideal!

  Remember, you can not return an item purchased with PayPal in-store - you'll need to post it back to us.

   

  3 SIMPLE CONDITIONS FOR A SUCCESSFUL RETURN

  

  RETURNED WITHIN 30 DAYS OF PURCHASE

  Item(s) were purchased in the last 30 days and proof of purchase can be provided.

   

  

  ITEM(S) ARE UNWORN & UNDAMAGED

  Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached

   

  

  IN ORIGINAL PACKAGING AND CONDITION

  Item(s) are in original packaging or shoe box in their original condition

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• Can I change or cancel my order?

  Once an order is placed, we are unable to cancel, change or update the details of your order. We take pride in our fast delivery which means most orders are packed and dispatched within a short amount of time.

  If you would like to cancel your order, please contact our customer care team by sending them an email and they will do their best!

  While we will make every attempt to accommodate your request, if your order has already been packed by our team we will be unable to cancel it. You can, however, return any unwanted items in accordance with our returns policy.

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• Which payment methods are accepted?

  Our online store accepts Mastercard, VISA, American Express, Paypal and Afterpay (Aus only). 

  Unfortunately, we can not accept payment from cards issued overseas. 

  Your account will be debited at the time of order and the transaction will appear on your statement. 

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• How do I create a customer account?

  Click on "Log In" at the top of the screen and select the "Create Account" button.

  You will be directed to enter the information required to create your customer account.

  You may also choose to create an account when you proceed to the checkout. An email address will be required.

  Or simply click here!

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• AfterPay Online
  • WHAT DO I NEED TO USE AFTERPAY ONLINE?
    Simply register for an Afterpay account and enter your personal details. Once you're in our checkout, be sure to select Afterpay as your payment method and follow the prompts!

   

  • WHAT IS THE MINIMUM ORDER VALUE?
    There is no minimum order value!

   

  • IS THERE A MAXIMUM ORDER VALUE?
    Maximum order value $800 AUD.

   

  • HOW MANY ORDERS CAN I HAVE ON THE GO AT ANY ONE TIME WITH AFTERPAY?
    You can have up to 3 orders at any one time with Afterpay, with a combined value of up to $800 AUD.

   

  • I WANT TO RETURN AN ORDER I PAID FOR WITH AFTERPAY. HOW DO I DO IT?
    Exactly as you would have had you paid with your card!                                                      Please see our return policy.   

   

  If you have inquiries in regard to payments, declined orders, your Afterpay account, or for further information, find AfterPays FAQs on their website.

   

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• Ho do I look after my Timberlands?

  We’re always getting questions about product care, and we can’t say we’re surprised – when you love a product, you want to take proper care of it. To help you out, we’ve made some how-to videos to keep your Timberland products looking like new.

  SHOP PRODUCT CARE

  SUEDE, NUBUCK, & CANVAS

  Have a pair of Classic Yellow Boots that have gotten a little dirty? No fear. Get to scrubbing with either our Renewbuck™ Suede and Nubuck Cleaner or the Dry Cleaning Kit.

   

  After cleaning, don’t forget to protect with the Balm Proofer™ All Purpose Protector Spray.

   

  You can use any of these products on your suede, nubuck, and canvas styles such as the Men’s Groveton Chukka Shoes, the Women’s Londyn Slip-On Shoes, or the Men’s Radford 6-Inch Waterproof Boots.

  
  

   

   
  

  OILED, WAXED, SMOOTH, AND PEBBLED LEATHERS

  
  

  Have some leather products that look like they’ve seen better days? Use our Waximum™ Waxed Leather Protector to bring them back to life!

   

  Waximum™ protector works on all types of leather products such as the Men’s Earthkeepers Original Leather Boots, the women’s Cascade Falls Crossbody Bag, and the Men’s Kinsman Mountain Leather Bomber Jacket.

   

  For extra protection, spray on the Balm Proofer™ All Purpose Protector Spray when you’re done.

   

  Timberland Tip: Waximum™ protector makes for a great leather furniture spot cleaner!

   

  
  

  We hope these tips have covered all your product care needs! Keep in mind that the more you wear and use your products, the more frequently you should clean and protect them. Our product care line is designed to keep your Timberland® gear looking great for years to come.

  SHOP PRODUCT CARE

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