Payment & My Account

If you paid with PayPal, you can get a refund on your return shipping costs if you need to send something back - up to $45 per return and 8 returns each year.

How to get your money back on return shipping

1. Login to your PayPal account and activate "Refunded Returns".
2. Submit a request with your proof of purchase within 30 days of return and 150 days of purchase.
3. Once approved, your refund will appear in your PayPal account, typically within 5 business days.

What's not included?

1. Any items that haven't been paid for in full with your PayPal account.
2. Any products excluded from our Returns Policy.

We’re sorry to hear that you’re having difficulties on our website.

First, we recommend clearing your cookies or switching to another browser.

If the problem still exists, then we recommend trying a different payment method.

Still having issues? Get in touch with the Customer Experience team below and we’ll help you out.

Our online store accepts Mastercard, VISA, American Express, Paypal and Afterpay (Aus only). 

Unfortunately, we can not accept payment from cards issued overseas. 

Your account will be debited at the time of order and the transaction will appear on your statement. 

Due to the evolving crisis of COVID-19, Afterpay has made some changes to their payment schedules. All customers will now pay the first payment upfront until further notice. For more information, please click here.

Afterpay is a simple instalment plan, allowing you to pay for your order in four equal instalments, due every fortnight!

Afterpay is available to all people who:

1. Live in Australia;
2. Are at least 18 years old
3. Can enter into a legally binding contract
4. Have a valid and verifiable email address, mobile number; and
5. Use an Australian credit or debit card to make a purchase. You are not required to fill out a credit application form.

Simply choose Afterpay as your payment method at checkout. First-time customers will have to provide payment details. Any returning customers can simply log in to make their purchase.

At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise, Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.

If you have any further enquiries regarding Afterpay, you can check out their FAQs for more information.

Yes, we accept Paypal as one of our payment methods.

Simply add the items to your cart, checkout as normal and follow the on-screen instruction, then select PayPal as the payment method. You'll be redirected to PayPal where you will need to choose the PayPal funding source you wish to use for your order.

Once you have done this all you need to click on the orange 'Pay Now' button to return to our website. You will not be charged an administration fee for using this service. If the order has been successfully created you will be redirected to a 'thank you' page showing your order number and items ordered.

You will then receive two emails, one from PayPal to confirm your payment which you will get straight away and one from us to confirm your order.

Your confirmation email will be sent to you as soon as your payment clears. 

If you need to return your item, you will be unable to do so in store if you choose to pay with PayPal. You can check out our Returns Policy for more information.

Here are our most frequently asked questions around in-store After Pay:

HOW DO I USE AFTERPAY IN-STORE?

Prior to heading in-store, we would recommend downloading the official Afterpay App! Available on iOS and Android.
Select Timberland in in-store retailers, select the amount of your purchase and follow the prompts to generate your in-store Afterpay barcode. Head in-store, grab your size and our team will assist from there!

HOW LONG IS THE BARCODE VALID FOR?

Your barcode will be valid for 12 hours and is applicable for single use only.

HOW MUCH CAN I SPEND IN A SINGLE TRANSACTION?

The maximum transaction value in-store is $800.00.

WHEN DO I HAVE TO MAKE MY FIRST PAYMENT?

The first installment will be debited once your barcode has been scanned.

IF I NEED TO RETURN MY SHOES, HOW DOES THE REFUND WORK?   
             
When your refund is processed in store, AfterPay will send you an email and make the necessary adjustments to your payment schedule. For example, if you've made two repayments you will be refunded for those two payments and all further payments will be cancelled. Unfortunately, we are unable to facilitate exchanges, but you are welcome to repurchase on a new barcode.

Placing an online order is easy! Follow our easy step by step guide below.

Would you prefer to speak to someone instead? Give our Timberland Experts a call on 1800 875 273.

They'll be able to help you with your size and securely place an order for you!

If you prefer not to call, hit up our Timberland Experts via our live chat channel.

HOW TO PLACE AN ONLINE ORDER

Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.

Step 2: Select the style you wish to purchase.

Clicking into the style, you'll be able to view a description of the shoe and product details 

If you're unsure about the right size, you can view our size chart!

Interested in this item? Click on "Add To Cart".

Once you've done this, you'll see a number next to the shopping cart on the top right-hand corner. This means you've successfully added an item to your cart!

You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:

"View or Update Cart" - If you need to make any edits to the current items in your cart
"Checkout" - You're happy with your selection, then proceed to checkout.

Step 3: Complete the order

We accept all secure payment methods! Click here for more information.

Note: At the cart, you'll also be able to enter in your discount code if you have one.

Follow the prompts and fill out all the required fields.

Once done, the last step is to review your details to make sure they're correct. 

Press "Place Order". You're done!

Having difficulties placing your order? No worries! Our Timberland Experts are available to help over the phone on 1800 875 273

Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).

Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.

Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.

Thinking of decking your team out in Timberland boots? Give us a call and let us make it stress-free!

With expert sizing advice and personal recommendations, our Timberland Experts will help you get every size right and place your order securely. 

Call the team on 1800 875 273 and press option 1 when prompted.

Yes! Our Timberland Experts can place your order over the phone and provide sizing advice!

Call us on 1800 875 273 and select option 1. 

We’re sorry to hear that you’re experiencing issues with your order and may have been overcharged.

This is likely due to a technical. We do our best to avoid this scenario occurring!

If you believe that you may have been overcharged, please get in contact with the Customer Experience team below and provide your order details (i.e, order number) and a screenshot showing the overcharge.

 While uncommon, from time to time we have an influx of customers all hoping to order the same item, we realise when attempting to fill these orders that unfortunately we can't fulfill them all.

If you have received an email about your order being oversold, this means that we were, unfortunately, unable to fulfill your entire order or part of your order. 

Our Terms & Conditions do also cover our oversell policy under section 4. Orders, Pricing & Availability -Timberland reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.

When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account. 

Stock on our website is live and reflects what is available in real time.

Placing an item in your shopping cart doesn't guarantee the purchase of an item. Until you've completed the checkout process another customer may have purchased the item, even if it's in your shopping bag.

To prevent this from happening, it is recommended that you check out as soon as possible and then continue shopping.

If you can not add a size to the cart, and experience the message 'out of stock', then, unfortunately, we are sold out.

We recommend giving our Timberland Experts a call on 1800 875 273 and press option 1 once prompted. 

Our team will be able to look into stock levels for you and check if one of our stores has any stock left.

Occasionally we adjust the pricing on items.

Unfortunately, we do not offer a price guarantee, so we can't provide a partial refund for an item that goes on sale after you've purchased it.

Deck them out in Timberland. 

Let them customize their head to toe outfit with the most iconic gift we’ve got.

You can't get our gift cards online, however, they're available in store. Any gift cards purchased in-store will expire 36 months from the date of issue. They can be redeemed in any Timberland retail store in Australia.*

*These cards cannot be replaced if lost or stolen. No refunds, store credits or cash will be provided for unused balances. Remaining balances on the card will only be available before the expiry date. Once the expiry date is reached, all remaining balances become unavailable.

For full Terms & Conditions please click here.

Yes, we can absolutely facilitate that for you! Just double-check that the credit note has not expired and still has funds left on it.

To swap over your credit note for a gift voucher, please contact our Customer Experience team below and provide them with your credit note number.

Can I get an extension on my credit note?

If you need an extension, we're here to help! Simply contact our Customer Experience team below with your credit note number and we'll take it from there.

Don’t remember your gift card PIN? No worries! Simply reach out to the Customer Experience team below and we’ll help you track it down.

Please treat your gift card carefully as we are not obligated to reissue a new gift card except under certain circumstances where we may choose to.

Any concerns? Please reach out to the Customer Experience team below.

Don’t know what your gift card balance is? Not a problem! Just follow the below steps to locate your balance.

First, add the item you wish to purchase to your cart.

Next, click the “Cart” icon on the top right corner and scroll down to select “View or Update Cart”

On the right-hand side, you’ll see a section where it says “Apply Gift Cards & Promo Codes”. Click into it.

Pop in your gift card number followed by your pin (can be found on the back of your card).

Click “Check Gift Card Status and Balance”. Your remaining balance will be displayed on the screen!

Hit “Apply” to add the amount to your order!

All of our gift cards have an expiry date on the back of the card/voucher. Please carefully check the date as we are not obligated to extend the balance after the expiry date, except under certain circumstances where we may choose to.

If you would like to discuss, please get in contact with the Customer Experience team below.

ShopBack is a cashback reward program that allows you to earn cashback when you shop online through them. Each time you make a transaction, you get a percentage of your money back.

Shopback redemptions may take up to 48 hours to redeem with a claim time up to 75 days.

Have more questions? Please reach out to ShopBack at help@shopback.com.au or check out their FAQs here.

Where to apply the discount code:

Once you've added the item to your cart, select the "View Cart" option and once you've reached the page, you should be able to enter the code under the "Apply Gift Cards & Promo" section.

Other things to note:

1. Have you double-checked the T's & C's of the discount code? You can find the information in the body of the email that you received. You may need to hit a certain threshold in order for the code to work
2. Have you checked that your discount code was issued by Timberland Australia? International codes cannot be used
3. Promotional codes cannot be used in conjunction with other offers and some exclusions may apply. We recommend checking the terms and conditions related to your discount before ordering.

Click on "Log In" at the top of the screen and select the "Create Account" button.

You will be directed to enter the information required to create your customer account.

You may also choose to create an account when you proceed to the checkout. An email address will be required.

We're sorry to hear this!

As a first step in trying to fix this issue, we suggest double (and triple!) checking your details. The password is the one you set up when opening your account. 

If you're still having difficulty, we suggest clearing your cookies or using another browser. 

Resetting your password may also help you sign in - when prompted to put in your details, click the 'Forgot Password?' link and enter your email address. You'll be sent an email with instructions on how to reset your password. Keep an eye on your spam and junk folders as the email may end up there. 

Still can't get access? Contact the Customer Experience team below and we'll be able to assist.

Once your order is placed, you will receive your order confirmation to the email address that was used during check out. 

Depending on your spam filters, it is possible that your confirmation email has been forwarded to your junk folder - we would recommend double-checking your junk folder.

If you have not received your order confirmation within 24 hours of placing your order, you can contact our Customer Experience team here and they will assist you.

We’re really sorry to see you go, but you’ll be happy to know that unsubscribing from our mailing list is as simple as it is.

Head to an email you've received from us and scroll to the bottom. The unsubscribe hyperlink is in the footer of the email. Click the link to unsubscribe. 

Still receiving emails? Hit up the Customer Experience team below and we'll sort it out for you.

If you checked out as a guest, please note that your order won't show up in your "order history" if the account was created after placing the order.  

What's next?
 You will still receive your tracking information so you can keep track of your order. Click here for ways to track your online order.

Want to browse through your past purchases? You'll find them all stored in your account.

Login to your account in the top right-hand corner. Once you're in, click on 'Order history'.

Remember, if you checked out as a guest and created your account afterwards, your order will not show in the ‘Order history’ section.