Order Issue – Timberland - Customer Experience Centre

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:

Request for additional information is refused or not received within the requested time
Request for the cardholder to contact us within the timeframe is not met
Purchase transaction does not pass our security check
The Purchase has connections to previous fraudulent orders
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 Customer Experience team 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 below and our Customer Experience team will provide more information.

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How can I update my delivery address?

We all make mistakes sometimes! Unfortunately, our Customer Experience team 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.

If you have any further enquiries, please get in touch with the Customer Experience team below and we’ll be able to assist you.

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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.

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I am missing an item from my order?

Only received part of your order?

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia.

How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times.

Click here for ways to track your order.

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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.

*You will be asked to provide proof of purchase as well as some photographs of what you received.

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