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. Gift Cards are non-refundable.
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 shoebox 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 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 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 refund available. Exchange available for size only |
Refund available. No exchanges |
REFUNDS
Refunds will be processed via your original payment method;
- Credit card refunds will be visible within 1-5 business days depending on your financial institution
- PayPal refunds will be processed in your PayPal account 1-2 business days after we receive your returned item
- Afterpay refunds will be processed in your Afterpay account 1-2 business days after we receive your returned item
Online conditions:
- Online refunds will be processed once a return has been received at our warehouse and reviewed by the customer care team. We’ll send you an email after your items have been reviewed, which may take up to 2 business days.
- Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Timberland team member to assist you.
- Online purchases using PayPal can only be returned to the online store.
- Online purchases using Afterpay can be returned online or instore. Please Note: Afterpay customers who purchased online before the 21st November will not be eligible to get a refund in store.
- Please note gift cards are non-refundable
In-store conditions:
- In-store purchases cannot be returned or refunded to the online store at this point in time.
- If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.
- Please note gift cards are non-refundable
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.
We offer two services when booking your return online;
- Courier pick-up – Cost varies depending on your pickup location
- Australian Post drop-offs – We recommend using their track and trace services
FAULTY ITEMS
Returns will be accepted on any faulty item(s) returned to any Timberland store 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 straight away with as many details as possible about the order.
