We are experiencing a delay in processing our orders due to high volumes.
You will get your shipping notification as quickly as we can.
Our carriers are currently handling a high volume of parcels. You may experience a delay in delivery.
Keep checking your tracking link for updates.
Our Customer Service team is experiencing high volume of contacts, so our response time may be a little longer than usual.
Haven't received your refund yet? Please be patient, we’re working to process all the returns received in the past days.
Due to a National Strike, your parcel may be have a small delay in being delivered.
Please accept our apologies for any inconvenience caused.
We’re upgrading our systems for a better customer experience, so any returns received from 8th April until 18th April, may take a little longer than usual to process.
Don’t worry, you can still book your return online and send it back to us, you’ll receive an email as soon as it has been processed by our team.
Due to planned maintenance our return service won’t be available between 5pm Saturday 20th March and 4am Sunday 21st March.
You will be able to place your return before and after this maintenance. We apologize for any inconvenience caused.
EXTENDED RETURN POLICY: Orders placed from Nov 18th can be returned until Jan 31st.
In light of the current global situation we have extended our returns policy to 60 days on all orders.
Please be aware that returns received between Friday 2nd April and Monday 5th April might be refunded with a short delay.
Our returns system is currently down due to an update but it will be back up and running soon, please check back later.
Please note all e-commerce purchases must be returned using the online procedure as detailed below, and cannot be returned to any Timberland Retail Store
HOW TO MAKE A RETURN
If you are interested in a different size or colour, you will need to return the item(s) and place a new order. Your return will be refunded once it has been received and processed at our warehouse.
1) Create a "return label"
- Find your order here.
- Click on create return button to start the return label creation.
- Follow the instructions provided during the process.
2) Pack the products with the return label
Pack the order in your original box (different boxes can be used, but we strongly encourage recycling where possible) and attach the new label, ensuring the original label is covered.
We encourage you to use our box for the return in respect for our environment.
Our box is designed for the return: you will find a stikcy blue band on the interior to close the box without using tape.
3) Send back the package
- Carrier pick-up
Make sure someone is at home when the carrier is scheduled to come to pick up the package and hand over the package to the carrier.
4) Wait for return confirmation and refund
You'll be able to track your return right up until it has been fully processed.
You'll receive an email update as soon as your returned products have been received and processed. This might take up to 2-3 business days after we've received your return.
The whole process, from when you've handed the parcel to the carrier to when the refund is visible on your account, can take up to 14 days.
Right of withdrawal
If you are not satisfied with the Products you received or have simply changed your mind about purchasing them after we have e-mailed you your Order Confirmation, you can return them within 30 (thirty) calendar days of delivery of the Products and get a refund, provided that you return the Products to us according to the procedure indicated on our Returns page available here.
Any order placed between the 1st of Nov until the 31st of Dec can be returned up to the 31st of January
This is a right of withdrawal that you can exercise without penalty and without giving any reason.
Please note that while the Products remain in your possession you are responsible for keeping them safe, secure and in good condition.
In case of returns for change of mind (right of withdrawal), you will be fully reimbursed apart from shipping costs for express delivery, if you had chosen this shipping method.
Legal guarantee for faulty goods
In addition to the above, we recognize the statutory 2-year guarantee for product faults. A product is "faulty" if received damaged or where a manufacturing or material fault occurs within 2 years from the purchase. Please note that Products damaged due to wear and tear are not considered faulty.
You can return faulty Products within 2 years of your receipt of the products and get a full refund, including any shipping costs, as applicable.
Return Online Locate Orders
Locate Orders are orders placed in store for products not physically available in the store’s stock, with delivery either in the same store or to your home address.
Items purchased through Locate can be returned either in a Timberland’s owned and operated store or online. Excludes partner and concession stores. When returning online, please follow the standard online return procedure. Online returns can ONLY be refunded in the form of a digital gift card that are subject to our standard.
If you do not want to be refunded with a digital gift card, please complete the return in the store of purchase.