How do I use store credit?
Our credit notes can only be used in-store. When making a purchase in-store, present your credit note to the team member to have it applied to your purchase.
Want to shop online? We can convert your credit note to an online gift voucher. Find out more info here.READ FULL ARTICLE
What is PayPal Free Returns?
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
- Login to your PayPal account and activate "Refunded Returns".
- Submit a request with your proof of purchase within 30 days of return and 150 days of purchase.
- Once approved, your refund will appear in your PayPal account, typically within 5 business days.
What's not included?
- Any items that haven't been paid for in full with your PayPal account.
- Any products excluded from our Returns Policy.
Activate Refunded Returns now.
Why isn’t my payment working?
We’re sorry to hear that you’re having difficulties purchasing through our website.
First, we recommend clearing your cookies or switching to another browser.
If the problem continues, we recommend trying a different payment method.
Still having issues? Get in touch with the Timberland Experts and we'll help you out.READ FULL ARTICLE
Please provide us with a screenshot of the error message to help speed up the troubleshooting process. We also advise to block out any sensitive information before sending through the screenshot.
Which payment methods are accepted?
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.
Click here for more information on Afterpay.READ FULL ARTICLE
What is Afterpay and how does it work?
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:
- Live in Australia;
- Are at least 18 years old
- Can enter into a legally binding contract
- Have a valid and verifiable email address, mobile number; and
- Use an Australian credit or debit card to make a purchase. You are not required to fill out a credit application form.
How does it work?
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.READ FULL ARTICLE
Can I use PayPal?
Yes, we accept Paypal as one of our payment methods.
How does it work?
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.READ FULL ARTICLE
Can I place a bulk order?
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.READ FULL ARTICLE
How do I place an online order?
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.
Can I order over the phone?
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.READ FULL ARTICLE
I think I purchased from a scam website?
Please be aware of online scams that may use the Timberland name as a means of obtaining your personal and/or banking details.
These fraudulent or misleading scams may direct you to “scam” websites modelled after Timberland with heavily discounted stock, or may involve emails or SMS messages, phone calls, social media or other unsolicited promotions that request personal or financial information. These scams may also take the form of competitions or surveys.
Please note that Timberland will never ask for your personal or banking details in unsolicited communications.
We suggest that you do not respond to or participate in any offer that appears suspicious or too good to be true.
If you would like more information on current scams or would like to report a scam, please contact Scamwatch via their website.
If you have any queries about a communication you have received, please get in touch with the Timberland Experts through our Contact Us pageREAD FULL ARTICLE
I think I’ve been overcharged on my order?
We’re sorry to hear that you’re experiencing issues with your payment and may have been overcharged.
This may be due to a technical glitch. We do our best to ensure that this doesn't happen.
If you believe that you may have been overcharged, please get in contact with our Timberland Experts. Please provide us with the below information as it helps to speed up the process:
- Order number
- Screenshot showing the additional charge
READ FULL ARTICLE
Our team will be able to advise the next steps.
Why was my order unable to be fulfilled?
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.READ FULL ARTICLE
The item I'm hoping to buy has sold out?
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.READ FULL ARTICLE
Our team will be able to look into stock levels for you and check if one of our stores has any stock left.
The item I ordered has gone on sale?
Occasionally we adjust the pricing on items depending on sale periods or promotions.
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.READ FULL ARTICLE
Can I purchase a gift card online?
Unfortunately, we don't currently sell gift cards online. We're sorry for the inconvenience!
A pair of Timberlands make the perfect gift, but we know that purchasing them online can be tricky. Our Timberland Experts are here to help you find the perfect present with sizing advice, product recommendations and stock checks. They can even place the order over the phone with you!
Give them a call on 1800 875 273 and press option 1.READ FULL ARTICLE
Can I make my credit note an online gift voucher instead?
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 Timberland Experts and provide them with the below information:
- Full name
- Date of expiry
- Credit note number
READ FULL ARTICLE
Can I get an extension on my credit note?
If you need an extension, we're here to help! Simply contact our Timberland Experts and provide them with the above information and we'll take it from there.
I forgot my gift card pin?
Don’t remember your gift card PIN? No worries! Simply reach out to the Timberland Experts and we’ll help you track it down.READ FULL ARTICLE
Please remember to provide us with your gift card number so we can assist you quicker.
I’ve lost my gift card, what can I do?
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.READ FULL ARTICLE
How can I find my gift card balance?
Don’t know what your gift card balance is? Not a problem! Just follow the below steps to locate your balance.READ FULL ARTICLE
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!
My gift card has just expired. Can I extend it?
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.READ FULL ARTICLE
What is ShopBack?
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.READ FULL ARTICLE
How do I apply a discount code?
Where to apply the discount code:
Once you've added the item to your cart, select "Proceed to Checkout" and enter the code under the "Apply Promo Codes" section before entering your payment details.
Other things to note:
- 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
- Have you checked that your discount code was issued by Timberland Australia? International codes cannot be used
- 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.
How do I add to "My List"?
Want to keep track of items that catch your eye? With our "My List" feature you can.
By selecting the heart under the Add to Cart button, you’ll add the product to your list.
To view the items you've added to the list, select "My List" in the top right-hand corner.
READ FULL ARTICLE
Top tip: Create or sign in to your account when adding to your list so your added items will be available for you each time you visit the website.
How do I create a customer account?
If you would like to create an account, simply head over to this link to do so.
You will be directed to enter the information required to create your customer account, its best to do this before you place your order so you can check back in with your order by simply logging in.
You may also choose to 'Create an account' when you proceed to the checkout.READ FULL ARTICLE
I can’t sign into my account?
We're sorry to hear this. As a first step, double-check that you have an account with us.
If you receive emails from us, that means you are subscribed to our database and you do not have an account with us.
If you have created an account with us, that means you are an account holder. It's important to note that these are different and not the same.
- 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.
I have not received a confirmation email?
Once your order is placed, you will receive your order confirmation to the email address that was used during check out.
Good to know: 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.READ FULL ARTICLE
How do I unsubscribe from your mailing list?
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.READ FULL ARTICLE
Please note that it can take between 24-48 hours for it to process so you may still see some emails from us during that time.
I can't see my order in my account?
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?READ FULL ARTICLE
You will still receive your tracking information so you can keep track of your order. Click here for ways to track your online order.