Returns & Refunds
Returns Policy
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Returns Policy
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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. Unfortunately, gift cards are non-refundable.
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:
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.
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.
You may also return your items back to our online warehouse and you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.
Refunds
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.
In-store conditions:
- In-store purchases cannot be returned or refunded to the online store at this point in time.
- If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.
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.
We offer two services when booking your return online;
- Courier pick-up – Cost varies depending on your pickup location.
- Australian Post drop-offs – We recommend using their track and trace services.
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 straight away with as many details as possible about the order.*
*Please do not send any faulty items back without contacting us first.
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When will I receive my refund?
Once you have dropped your parcel off at the Post Office or had it collected by Star Track, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your tracking number, that way you can track your order and see when it reaches us.
When your return arrives, it 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.
If you feel concerned about the progress of your refund, please get in touch with our Customer Experience team here.
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Who pays for the items I would like to return?
You are responsible for any costs associated with returning your order.
You are welcome to post your back to our online warehouse and we will refund your order as per your original payment method.
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.If you would like to avoid return postage fees, you are welcome to visit one of our stores and return your shoes in person. Please note, we can not facilitate Paypal refunds in store.
You can check out our Returns Policy for more information.
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Returns & Exchanges
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How can I return or exchange an online order in store?
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. Just be sure to meet the conditions below and bring your proof of purchase. Your confirmation email also acts as proof of purchase.
Remember, you cannot return an item purchased with PayPal in-store. You'll need to post it back to us. You can check out our Returns Policy for more information.
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How do I book a return?
If you would like to avoid postage fees, you are welcome to head into your local store and return the item in person, as long as you meet the below return conditions. Please note that we are unable to facilitate PayPal returns in-store. You can check out our Returns Policy for more information.
3 simple conditions for a successful return:
READ FULL ARTICLETo return to our online store:
- Ensure you meet our 3 simple conditions for successful returns.
- Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.
- Pop in your order number and the email address used for placing the order. Click 'continue'.
- Click on the returns tab and scroll down to the bottom and select 'return'.
- Select your preferred returns method; Courier Pickup or Australia Post Drop Off.
- Complete and submit the form online.
- Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step.
- Items are in their original condition and original shoe box or packaging (please note: packaging must not be damaged or marked)
- Pack your return in another carton or satchel to protect the original packaging
- Drop the parcel off or have it picked up - depending on which method you choose.
- *Please note We reserve the right to reject any returns that do not meet these requirements
WHATS NEXT?
Please allow time for your return to reach our warehouse. This time may vary depending on your location.
If approved, refunds are 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.
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How can I return if I paid through AfterPay?
If you paid for your order via AfterPay, you are welcome to head to your nearest store and return the item/s in person. or you can post your item back to our online store. Take a look at our Return Policy to find out more information.
When your refund is processed, 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.
If you have any further enquiries regarding Afterpay, you can head to their website for more information.
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How can I return if I paid through PayPal?
If you made a purchase via PayPal, please note that we cannot accept returns to any of our stores.
You are welcome to post your back to our online store and we will refund your order in accordance with your original payment method.
PayPal will be in touch once they have finalised your refund and you will need then need to transfer the funds into your bank account if you wish.For instructions on how to return your item, please see our Returns Policy.
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.
You can, however, get your money back on your return shipping fee. You can check out this link for more information.
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How can I return or exchange an item purchased from a Timberland store?
If you made a purchase in a store, you must return your item to a store location. We are unable to accept in-store returns to our online warehouse.
We will be happy to provide you with an exchange, store credit or refund.
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I have received the wrong order?
Sometimes we make mistakes, we apologise if you have not received what you ordered!
Please contact our Customer Experience team to organise a solution.
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*You will be asked to provide proof of purchase as well as some photographs of what you received.