FREQUENTLY ASKED QUESTIONS
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Are your stores open?
All our Timberland stores are operating with new safety protocols to comply with Government directives. Please see below for our COVID-safe plan.
Hygiene and social distancing measures
To help make our stores safer, we’ve introduced a COVID-safe plan 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.
Mandatory face coverings in-store (VICTORIA ONLY)
As per Victorian Government guidelines, all Victorians must wear a fitted face mask when they leave home. Please note that face shields, bandanas, scarves or loose snoods will no longer be considered a sufficient face covering. We reserve the right to refuse entry to customers who refuse to comply.
For all other states, face masks are not mandatory however they are encouraged.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.
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. Our stores will have disposable try on socks and gloves available for customers.
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 practise 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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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 will be refunded and your new item processed on a new barcode.
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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Can I return a PayPal order in-store?
Unfortunately, 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.
If your item meets our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order.
PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.
Head to our Returns Portal to start the process!
Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.
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Did you know? PayPal refunds return shipping fees! You can check out this link for more information. -
What is your latest Returns Policy for online purchases?
Please note that this policy applies to online purchases only. Please see our In-store Returns Policy for more information on purchases made in-store.
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
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.
Important to note! Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.
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 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.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 2-3 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.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 Timberland Experts 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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What is your size guide for adults?
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 FootwearUS 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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