FAQ

ORDERS

How do I shop Online?

Welcome to Timberland Online. The digital home of Timberland South Africa.

  • Find the product you love and choose a size and click on 'add to cart' or on 'buy it now' to head straight to the cart.
  • If you are not redirected to your cart immediately, click on the cart icon in the top right hand corner.
  • Select check and enter your details.
  • Choose between delivery or in-store pick up.
  • Select 'continue to shipping' and 'continue to payment'.
  • Select your preferred payment method. You will then be redirected to the payment gateway.
  • Once you have completed the payment, you will receive an order number and a confirmation email.
  • If you require any further assistance, please contact customer.service@timberlandsa.co.za

I am getting a message saying “can’t deliver to your location”

The item is showing unavailable at your location is because it is only available at the store location for pick up. The item is essentially not part of the online stock.

 

Where is my order?How can i track the status of my order?

You can track shipment of your products by clicking on the "tracking" link in the shipping confirmation email and /or head to order status and enter your order number

Please note such link will direct you to the couriers website, which is not controlled by Timberland.

If you are having trouble with order tracking email custmer.service@timberlandsa.co.za with you order number and Timberland will assist.

Did my purchase go through?

Your purchase was processed successfully once you:

  • Reached the Thank you page after completing your order
  • Received a confirmation email
  • Logged into your profile and your order is visible

Can i change my order?/Change shipping address or product details?

Regrettably once your order has been placed we cannot guarantee we will be able to change your deliver address and/or products. Please reach out to our customer service team at customer.service@timberlandsa.co.za as soon as possible if you need to mach changes to your order.

 

SHIPPING AND COLLECTION

 

Delivery options

We offer a range of delivery options to receive the products purchased on uor site. You can choose the one that best suits your personal needs.

The purchase price displayed at checkout is already final and inclusive of any import duty that may apply to your order shipping in and around South Africa.

Door to door delivery:

  • Standard Delivery is cost free
  • Delivered within 3-10 working days
  • Select your preferred store at checkout

 

Can i collect my purchase at a Timberland Store?

You can collect you purchase at any Timberland Stores in South Africa.

  • In-Store pick-up cost is free
  • Delivered within 3-10 working days
  • Select your preferred store at checkout.

Do you ship internationally? 

We do ship addresses outside of South Africa, To Botswana,Swaziland & Lesotho

We ship nationally within South Africa to physical addresses and not post boxes.

 

How long does shipping take?

Timberland South Africa offers free shipping on all orders placed online. The standard delivery time is 3 – 10 business days. Please be aware that delivery times may vary depending on your location and any unforeseen circumstances outside of Timberland South Africa's control that may occur. If you have any concerns or questions about your shipment, our customer service team is available to help Monday to Friday between 10am and 5pm.
Please note that deliveries are only made Monday to Friday, excluding weekends and public holidays.

 

RETURNS

How do i log a return/exchange?

 

1. Log in to your account:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.

 

How does the return/exchange process work?

If your return request is approved and requires shipping, you will receive an email with shipping instructions and a return shipping label. After the product is returned, you will receive a refund or your exchanged product.

 

Can I return/exchange any item?

For hygiene reasons, we cannot accept returns of swimwear and socks.

 

Can I return/exchange in store?

Yes, you may return/exchange products at any Timberland SA store within 30 days from purchase date. All items should be unused, in their original condition and returned in the original packaging with the price tag attached and accompanied by a proof of purchase.

 
Should you wish to return an item over the 30-day period, but provided that the item/s are in their original condition, in its original packaging and accompanied by a proof of purchase, you will be eligible, subject to Timberland SA operations approval, for an exchange of the item/s of equivalent value and/or to a credit note of the original price within a 60-day period from the date of purchase. 

Can I return an order for a refund?

Should Most goods (undamaged and unused) will be refunded if they are returned within 30 calendar days of purchase if they are returned in their original condition, unworn and has all swing tickets attached to them (footwear in the original boxes). You are required to present the original invoice.

 

How long do refunds take?

Where possible, we’ll refund you to your original method of payment. You can choose to be refunded with a Timberland credit note. This is the fastest refund method as it does not rely on banking systems to be processed.
Refunds are usually processed within 48 hours but may take up to 10 to 15 working days depending on the banks involved.

 

PAYMENT

Which Payment option do you accept?

Choose from a range of secure payment options at checkout.

  • Major credit cards and debit cards
  • PayJustNow
  • Mobicred
  • Timberland Credit and gift cards
  • Instant EFT

Is it secure to shop online?

Timberland South Africa's online stores is 100% safe and secure. We use physical, electronic, and administrative safeguards to assist us in preventing unauthorized access, maintaining data accuracy, and correctly using your personal information.

 

Do you offer Buy Now, Pay Later options?

You can shop online with PayJustNow  orhappypay receive your goods upfront and pay in instalments.

To qualify for Buy Now, PayLater options you will need:

  • To be at least 18 years old
  • To be a South African Resident
  • A valid debit or credit card
  • A valid email address and mobile number.

At checkout select your preferred payment method and you will be redirected to the payment gateway to open/log in to an account and complete your purchase.

Do you offer laybuy?

Yes. We lay-buy in physical Timberland stores.

 

IN-STORE COLLECTION

Can i buy and pay online and collect my order in store?

Yes, you can now collect your order in the stores that offer collection.