FREQUENTLY ASKED QUESTIONS

• Our stores are open!

  To our valued customers,

  As we continue to monitor the COVID-19 crisis, our greatest priority is the health and safety of our team members, customers and the wider community. We’ve been closely monitoring what’s happening locally and sticking to the guidelines provided by the Australian Government.
  
  During this time, we have seen an increased demand for footwear for essential workers. We are also seeing strong demand for active footwear and apparel as more people are taking part in physical activities.

  We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives.
  
  We are further pleased to announce that Click & Collect is available again. However, we ask that you please refer to the below information before heading into the store to pick up your order.
  

  For a full list of stores currently open for trade, please click here.

  Hygiene and social distancing measures

  To help make them safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
  
  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.
  
  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.
  
  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.
  
  Use sanitisation station upon entering the store

  A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.
  
  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.
  
  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! We will also have disposable try on socks and gloves available.

  Training for team members on social distancing and additional hygiene measures

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

  Thank you for playing your part in helping us practise social distancing!  We appreciate your continued support as we work through this together.
  
  We hope to see you in-store or online soon!
  

  Team Timberland.

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• Delivery Information

   

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

  
  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 really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!
  
  How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!
  

  Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.

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• What is your latest in-store returns policy?

  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.

  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. 
  
  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?

  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. 
  
  Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
  
  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.
  
  

  	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 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

  
  
  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.

  Refunds

  Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your Australia Post return tracking number, that way you can track your order and see when it reaches us.

  Upon receipt, a returned item will be processed by our returns warehouse within 2-5 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 30 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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• Adult Footwear Size Guide

  When ordering online, finding the right size for you can seem daunting. We've put together a comprehensive guide on how to measure your foot to get the most accurate size. Please note that Timberland Footwear is in American size standards.
  

  • Lay a sheet of paper on the floor, one edge flush against the wall. Fix the paper to the floor with scotch tape so it doesn't move.
  • Standing straight and wearing socks, stand on the paper. Place your feet together, your heels against the wall and make sure your back is touching the wall too.
  • Have someone draw the outline of both your feet.

  
  
  
  
  

  • Use a ruler or the straight edge of a book to draw a line across where the outline is longest. Draw a parallel line 0.5cm from this original line to allow for clearance.
  • Finally, measure the distance from the wall to the second line you have drawn.

  This will be your reference to know your shoe size.
  
  
  
  
  Compare this length with the below charts to determine the size that will suit you most!
  

   

  Men's Footwear

   

  US	EU	UK	IN	CM
  5	37.5	4.5	9.3	23.5
  5.5	38	5	9.4	24
  6	39	5.5	9.4	24
  6.5	39.5	6	9.6	24.5
  7	40	6.5	9.8	25
  7.5	41	7	10	25.5
  8	41.5	7.5	10.2	26
  8.5	42	8	10.4	26.5
  9	43	8.5	10.6	27
  9.5	43.5	9	10.8	27.5
  10	44	9.5	11	28
  10.5	44.5	10	11.2	28.5
  11	45	10.5	11.4	29
  11.5	45.5	11	11.6	29.5
  12	46	11.5	11.8	30
  13	47.5	12.5	12.2	31
  14	49	13.5	12.6	32
  15	50	14.5	13	33

  
  
  Women's Footwear
  
  

  US	EU	UK	IN	CM
  5	35.5	3	8.7	22
  5.5	36	3.5	8.9	22.5
  6	37	4	9.1	23
  6.5	37.5	4.5	9.3	23.5
  7	38	5	9.5	24
  7.5	38.5	5.5	9.6	24.5
  8	39	6	9.8	25
  8.5	39.5	6.5	10	25.5
  9	40	7	10.2	26
  9.5	41	7.5	10.4	26.5
  10	41.5	8	10.6	27
  11	42	9	11	28

   

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