How to 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.
What are the gift card terms & conditions?
Deck them out in Timberland.
Let them customize their head to toe outfit with the most iconic gift we’ve got.
You can't get our gift cards online, however, they're available in store. Any gift cards purchased in-store will expire 36 months from the date of issue. They can be redeemed in any Timberland retail store in Australia.*
*These cards cannot be replaced if lost or stolen. No refunds, store credits or cash will be provided for unused balances. Remaining balances on the card will only be available before the expiry date. Once the expiry date is reached, all remaining balances become unavailable.
For full Terms & Conditions please click here.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.READ FULL ARTICLE
To swap over your credit note for a gift voucher, please contact our Customer Experience team below and provide them with your credit note number.
Can I get an extension on my credit note?
If you need an extension, we're here to help! Simply contact our Customer Experience team below with your credit note number and we'll take it from there.
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.READ FULL ARTICLE
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.
I think I’ve been overcharged on my order?
We’re sorry to hear that you’re experiencing issues with your order and may have been overcharged.
This is likely due to a technical. We do our best to avoid this scenario occurring!
If you believe that you may have been overcharged, please get in contact with the Customer Experience team below and provide your order details (i.e, order number) and a screenshot showing the overcharge.READ FULL ARTICLE
I forgot my gift card pin?
Don’t remember your gift card PIN? No worries! Simply reach out to the Customer Experience team below and we’ll help you track it down.READ FULL ARTICLE
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.
Any concerns? Please reach out to the Customer Experience team below.READ FULL ARTICLE
I don’t know what my gift card balance is?
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.
If you would like to discuss, please get in contact with the Customer Experience team below.READ FULL ARTICLE
Why isn’t my payment going through?
We’re sorry to hear that you’re having difficulties on our website.
First, we recommend clearing your cookies or switching to another browser.
If the problem still exists, then we recommend trying a different payment method.
Still having issues? Get in touch with the Customer Experience team below and we’ll help you out.READ FULL ARTICLE
What is an oversell?
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.
If you would like to get your discount code, please get in touch with our Customer Experience Team below and they will provide you with a unique code for your next purchase.READ FULL ARTICLE
An item in my cart disappeared?
Stock on our website is live and reflects what is available in real time.
Placing an item in your shopping cart doesn't guarantee the purchase of an item. Until you've completed the checkout process another customer may have purchased the item, even if it's in your shopping bag.
To prevent this from happening, it is recommended that you check out as soon as possible and then continue shopping.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 'notify me when available' then, unfortunately, we have sold out of your size.
Please click 'notify me when available', if you would like to be kept up to date with restocks - unfortunately, we can not guarantee that we will be restocking your desired item.
However one of our stores may have what you are looking for - please visit our store's tab to find your closest.
READ FULL ARTICLE
The item I ordered has gone on sale?
Occasionally we adjust the pricing on items.
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
Are my credit card details and personal information safe?
We take website and credit card security very seriously and always endeavor to provide a secure, safe environment from which to conduct online transactions.
We have taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times.
All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption. To ensure that the page you are viewing is secure, look for a padlock icon in your browser, this verifies the authenticity and validity of our website security.