Order Issue

Order Issue

• Do you have any tips for trying on shoes?

  When you first receive your shoes, we recommend trying them inside on carpet to check that they fit. 

  On the off chance that they don't fit and you need to return your shoes, they need to be in their original condition. If you have worn them outside, they will be ineligible for return. 

  It's a good idea to check out our Returns Policy before wearing your shoes. 

  Good to know! Shoes can only be returned in their original, undamaged shoebox, so don't throw it out until you've tried them on! 

   

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• Why has my order been cancelled?

  We may cancel or delay delivery for orders where we require further payment information to process the purchase. Reasons include:

  1. Request for additional information is refused or not received within the requested time
  2. Request for the cardholder to contact us within the timeframe is not met
  3. Purchase transaction does not pass our security check
  4. The Purchase has connections to previous fraudulent orders
  5. Purchase was made by an unauthorised alteration of our website.

   We genuinely care about the safety of our customers, their personal information and the protection of their funds.
   
  Timberland may require further verification of your order to ensure that it is authorised by the cardholder.
   
  Our Timberland Experts may contact you via phone or email to confirm details of your order before it can be shipped. Don't be concerned if this happens to you. We check plenty of orders every single day and orders can be selected for various reasons.
   
  This is to ensure that you have a great shopping experience with us! If you’re still unsure or have any concerns regarding your order being cancelled, please contact us and our Timberland Experts will provide more information.

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• How can I update my delivery address?

  We all make mistakes sometimes! Unfortunately, our Timberland Experts are unable to update your address, we’re so sorry!
  
  You will need to wait until your order has been dispatched and then get in contact with StarTrack on 13 23 45 and provide them with your tracking number (can be found on your dispatch email!). They will be able to update your address, however, please note that this does add an additional business day for delivery on top of the standard delivery time.

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• Why was my delivery returned to its sender?

  If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

  Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

  Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

  We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

  We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

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• I haven't received my tracking number?

  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. 
  We also recommend checking your spam/junk inbox as it can sometimes land in there.
  

  Click here for ways to track your order.

  You can check out our Delivery Timeframes to help you estimate the arrival of your order.

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• I only received one item, where is the rest?

  Only received part of your order?
  

  If you have ordered a few items, we may need to fulfil your order from multiple locations - that way you don't miss out on any of your items! This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order. 

   

  How do I track the rest of my order?

  If your order has been split, you will receive an email with your tracking details for each separate delivery.

  Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times. 

   

  If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our Customer Experience Team below and we can provide you with tracking updates. 

  Click here for ways to track your order.

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