Are your stores open?
All our Timberland stores are operating with new safety protocols to comply with Government directives. Please see below for our COVID-safe plan.
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.READ FULL ARTICLE
How much is shipping?
For any orders over $150, shipping is free. Any orders below $150 will incur a flat fee of $10.READ FULL ARTICLE
How do I track my order?
If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. You can check out our Delivery Timeframes to help you estimate the arrival of your order.
Your tracking number will be sent with the subject line "Your Timberland Order TMAU000000 update".
Your tracking email will look like this:
Tracking your order:
- You can log in to your account and select the 'Track my Order' tab
- Click on the Tracking link in your email notification or copy the Tracking Number in your email and track online at Australia Post.
- Checked out as a guest? Head over to our tracking portal and simply pop in your order number (it'll start with TM) to follow your Timberland order.
Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.
Only received part of your order?
We ship from multiple warehouses. You'll receive separate tracking emails and shipping times might be different.
Having difficulties? If you haven't received your order by the estimated delivery date, contact our Timberland Experts below and we'll help track it down.
What are your Delivery Timeframes?
Just placed an order? Here's when to expect your delivery:
Delivery Time Over $150 Under $150 Australian Metropolitan Areas 1-3 Business Days FREE $10 Australian Rural Areas 4-7 Business Days FREE $10
Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times of 1 - 3 business days for metro areas and 4 -7 business days for rural areas. More information here.
Important to note:
1. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.
2. Delivery services do not run on National or State Public Holidays. Please refer to Australia Post for more information.
3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Timberland.
4. Australia Post has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.
Need help tracking your order? Click here.READ FULL ARTICLE
What is authority to leave (ATL)?
All online orders will be dispatched with ‘Authority to Leave’ at the time of purchase.
By ticking the box or selecting 'yes' at the checkout page on the website, you’ve selected to have our nominated courier leave your parcel at your unattended premises in accordance with your instructions.
Although the courier will use their discretion, if they do not think it is safe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card to call.
If you have enquiries relating to the whereabouts of your parcel, we advise that you contact Star Track directly on - 13 23 45.
Please note that Timberland will not be held liable for any stock loss, due to theft or negligence if an authority to leave is selected at the time of checkout, and proof of delivery has been provided from our courier.READ FULL ARTICLE
Do you deliver everywhere in Australia?
We deliver to addresses in mainland Australia & Tasmania.READ FULL ARTICLE
Can I cancel my order?
During working hours, please get in touch with a Timberland Expert via Live Chator call on 1800 875 273 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.
If outside of working hours, please lodge an enquiry via Email.
We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.
However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you.
Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy.READ FULL ARTICLE
Can I cancel my Click & Collect order?
Our Timberland Experts will be able to cancel your Click & Collect order. Simply get in touch and provide us with your order number. We'll provide you with the next steps.READ FULL ARTICLE
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)
How does Click & Collect work?
It's easy! Simply browse the website and find the products you want, then follow the steps below:
- Select your size
- Select 'Click & Collect' then enter your postcode & search radius and click 'Check'
- The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'
- This will add the product to your cart, and you are free to browse and add other products to your cart
- Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
- Now complete the order by entering your personal details and payment information.
Please note that Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out.
Once your order is placed, our in-store team will be notified and they'll get busy preparing your order! Once it's ready we'll send you an email** letting you know and you can come and collect at your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!).
**When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.
If you need to nominate someone other than yourself to collect the order, we require prior contact with our Timberland Experts. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.READ FULL ARTICLE
When can I pick up my Click & Collect order?
You’ll get an email notification once your order is ready to be picked up, so be sure to keep an eye out for this since it will be an indicator that you’re all clear to head into the store location and collect the order.
When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.
To help us process your order quickly in-store, please ensure you bring along the following with you:
- Order Confirmation.
- Personal ID (ie, your driver's license, proof of age or passport).
We may also request to see the credit/debit card used or speak to the cardholder.
Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Timberland Experts*
*We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.READ FULL ARTICLE
Can I return my Click & Collect order?
If you have changed your mind about your recent Click & Collect purchase, you can return it at the store you collected it from to return. Please note that we can't refund Paypal orders in-store.
You are also welcome to follow our online returns process.
Our general Returns Policy applies.READ FULL ARTICLE
How does ordering in-store work?
If your size isn't available in-store, our team can order your item from another store across Australia and have it delivered to your house, free of charge.
When placing an order in-store, please double-check that you provide your correct delivery address and contact details.
Your item will be delivered within 1-3 business days.
Returning an in-store order
If you would like to return your item, please ensure that you adhere to our Returns Policy.READ FULL ARTICLE
Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item in-store.
How long will my in-store order take to arrive?
Please note that shipping and handling times can take anywhere between 1-3 business days, as your order could be coming from any one of our National stores*.
Your order confirmation will be sent to the email address that was entered upon placing the order.
Once your item/s have been dispatched, you will receive your tracking details.
*Please note that this option is only available within Australia at the moment.
Returning an item:
If you would like to return your item, please ensure that your items adhere to our Returns Policy.READ FULL ARTICLE
Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item back in-store.