FREQUENTLY ASKED QUESTIONS

• What are your Holiday Season Delivery Time Frames?

  The lead up to the holiday season is one of the busiest times of the year and we want to make sure your order arrives at your doorstep on time.

  Please see below for our recommended delivery time frames.
  
  

  Order before 2 pm on: 

  Metro: 18th December

  Rural: 15th December

   

  
  If you are unsure, find out more from Australia Post here.

   

  Please note: Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable events beyond the control of Timberland.
  

  From everyone at Timberland, happy holidays and we wish you a very successful new year.

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• Are your stores open?

  All Timberland stores are operating as usual with COVID-safe measures in place. 

  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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• Extended returns:

  Purchases made from 25th November 2020 to 31st December 2020 will have 60 days to return

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• What is 1 Hour Click & Collect?

  Want it now? Timberland offers 1 Hour Click & Collect.

  Place a Click & Collect order during store opening hours and you will receive your collection email within 1 hour. 

  Please wait until you’ve received this email before heading in-store to collect.

  Ts & Cs 

  1 Hour Click & Collect is only available where your purchase:

  • is finalised on a day on which your nominated Timberland store is open for business;
  • is finalised one (1) hour before your nominated Timberland store closes for that day 
  • is available for Click & Collect 
  • is not affected by an event outside the reasonable control of Timberland (including any impediment caused by the fraud analytic pre-screening process)
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• What is your latest Online Returns Policy? (Online purchases only)

  For purchases made from 25th November 2020 to 31st December 2020, we have extended our returns period to 60 days provided all other return conditions are met.

  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 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! 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.
  

  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

  Please note that we cannot facilitate Paypal refunds 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 2-5 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.

   

  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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