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 experiencing delivery delays to our returns warehouse. This is due to the impact of COVID-19 on Australia Post and the TOLL global outage. These delays will also result in an additional refund processing delay of 2-5 business days. We apologise for the inconvenience! Our teams are working hard to process your refunds as promptly as possible.
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
We are experiencing delivery delays and extended processing times at our returns warehouse. Please refer to the above update for more information.
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.