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.

The customer may return their items to any Timberland SA store from which the goods originated. Refunds will be processed at the store. Return via courier (online purchase): Please contact us at online@timberlandsa.co.za or customer.service@timberlandsa.co.za and we will arrange a free collection within 5 to 10 working days. Excluded Products: For hygiene reasons, we cannot accept returns of swimwear and socks. Consumers will not be entitled to a refund or exchange of gift cards, personalised, resized, engraved, repaired or updated goods or special order goods. A customer has a general right to return goods (a ‘cooling-off period’) within 30 calendar days after delivery or in-store purchase, without penalty, should the product be unsatisfactory or incorrect. 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. If any of the aforementioned criteria are not fulfilled by the customer, Timberland SA bears no responsibility to honour an exchange or refund of the item/s that were purchased. General information pertaining to Returns Timberland SA strives to provide the best possible service to its customers and has put the appropriate measures in place to ensure all its staff and suppliers are fully aware of, and comply with the Consumer Protection Act and CGSO guidelines. We are committed to operating our business in terms of the requirements of the Consumer Protection Act and our returns policy is aligned therewith.  

It may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. Accordingly, Timberland SA reserves the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing, exchanging or refunding an item and to provide the customer with feedback within 10 business days of receipt of the returned goods and to act accordingly. If the goods show a defect within the initial 6 (six) month period and are within the manufacturer’s warranty period, Timberland stores may, at the customer’s request send the goods to the manufacturer for an assessment and the manufacturer will decide whether you will have a valid claim and if so, whether they will repair or replace as well or whether any charges will be levied in accordance with the terms of the warranty. All goods repaired in terms hereof will carry a further 3 (three) month warranty which runs concurrently with the 6 (six) month period but may serve to extend the warranty beyond the original 6-month period where the 3 months expire after the 6-month period. If the goods become defective once the Timberland warranty has expired, we will endeavour to arrange to repair the goods but bear no responsibility for their failure to do so. No chargeable repairs will be done without the customer’s approval of a quotation first. If within 3 (three) months after the goods have been repaired, the defect persists or a further failure or defect occurs on the repaired component, Timberland SA will replace the product for another of equivalent current value.

Yes, certain conditions and exceptions apply including:

• Goods that show a material manufacturing defect or another material defect within the first 6 (six) months of purchase will be repaired or replaced or exchanged and:
• Manufacturing defects that develop after six months may be repaired at the manufacturer’s election, and subject to the relevant manufacturer’s discretion and policy. Timberland  SA bears no responsibility to repair a damaged item if the below-mentioned criteria have been identified as the root cause of the product damage.

The manufacturer’s warranty will only apply to material defects in the process of manufacturing the goods and will not apply in the following instances:

• Damage caused by misuse and/or abuse to the goods or contrary to instructions and warnings provided on the goods or their documentation;
• Wear and tear;
• Goods used for a purpose other than the purpose for which they were intended and have not been cared for according to any instructions that accompanied the goods o accidental damage;
• Goods that have been altered or physically changed in any way
• And if a public regulation prohibits such returns for public health reasons.

Timberland SA provides recommended footwear care products available at all Timberland SA stores and Online. It is the responsibility of the consumer to ensure that they have taken the necessary precautions and/ or utilising industry-approved product care supplied by Timberland SA and following recommended after-care procedures to safeguard their products for maximum use and product longevity. Browse our wide range of product care.

Should you need to return an item, received through our delivery service, after the driver has left, it is your responsibility to contact our customer services at customer.service@timberlandsa.co.za or online@timberlandsa.co.za. Alternatively, return the goods to a Timberland store. The undamaged, unused product accompanied with the original invoice, can be returned online or in-store where items may be refunded or replaced subject to due compliance by the customer with these Terms and Conditions. For the avoidance of doubt, any items purchased directly from a physical Timberland store may not be returned with an Online Shopping delivery driver. Items eligible for a return via the delivery driver are limited to those purchased through the website and as part of the delivery service. Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. Consumer’s statutory rights are not affected. Most goods (undamaged and unused) will be refunded or exchanged 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 ). If they were defective when purchased or failed due to a design or manufacturing flaw or do not comply with requirements and standards in terms of safety and quality, Timberland SA reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service centre. Customers are required to present their original invoice. If the packaging or marketing materials indicate a product which materially differs from that which is supplied, then a customer may return the goods, within 10 business days after purchase. Subject to our rights in law to charge the customer for use of the product and to repair the goods for re-stock purposes, Timberland SA will provide the customer with an exchange. If a customer's goods fail or turn out to be materially defective due to a design or manufacturing defect within the first 6 (six) months after purchase, Timberland SA, after conducting a product evaluation, will repair, replace, exchange or provide the customer with a credit note to the value of the item in question. The customer will not be liable for the costs of returning the goods, should it relate to a change of mind purchase. Please note that our delivery agents are not authorised to return goods on delivery unless the reasons for return are in accordance with the Consumer Protection Act (CPA). A customer has a general right to return goods (a ‘cooling-off period’) within 30 calendar days after delivery, without penalty, should the product be unsatisfactory or incorrect. You have 30 days to return your purchase from the date of delivery or collection. All items should be unused and returned in the original packaging with the price tag attached.

Returned Goods Must Be:

• - In its original packaging; and
• - In its original condition; and
• - Accompanied by a proof of purchase and
• - Price tag

Certain Conditions And Exemptions Apply: No returns will be accepted if

• - Subject to Timberland SA statutory guidelines, goods have been altered and/ or damaged in any way; and
• - There is a health risk attached; and
• - Due to public and safety regulations.

(In The Event Of Poor Quality/Damaged/Faulty/Incomplete And Unwanted Products/Substitutions) Should you not be entirely satisfied with your online order, you are welcome to return any product, which was purchased as part of an Online Shopping order, to the delivery driver. Returns must be marked and signed for as such on the delivery note that accompanies the order. Any refunds or exchanges for unwanted substitutions or returned items will be made after the goods have been received back into stock by Timberland SA. For the avoidance of doubt, Timberland.co.za can redeliver any items within reason at no cost to the customer.  Will I get refunded for an item that was paid for but not delivered?

Yes, you will. If you receive an order that is short-delivered, please ensure you note the missing items with the driver and on the delivery note. These items will be refunded once the documentation is returned to the fulfilment store. Please note – any items under the “Out of stock” section of your invoice have not been charged for and a refund is not necessary, as these items were unavailable or out of stock.  

Refunds are usually processed within 48 hours but may take up to 10 to 15 working days depending on the banks involved.  

Should you need to return an item after the driver has left, you will need to return it to a Timberland store. Alternatively, the customer can contact: online@timberlandsa.co.za; and/or customer.service@timberlandsa.co.za, along with your reference number and reason for return to arrange to pick up via the prescribed courier. You may return any item to a Timberland SA store together with the original invoice, where items may be refunded or exchanged subject to our standard Returns Policy. Cash refunds are not permitted via online returns. Most goods (undamaged and unused) will be refunded or exchanged if they are returned within 30 business days of purchase provided that they are in the original condition and unused. If they were defective when purchased or failed due to a design or manufacturing flaw or do not comply with requirements and standards in terms of safety and quality, Timberland SA reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service centre. Customers are required to present their original invoice. 

For Returns Made After The DeliveryAs with all warranties, certain conditions and exceptions apply:

• Please take proper note of any terms or instructions that accompany your goods;
• Goods that show a manufacturing defect within the first 6 (six) months of purchase will be repaired, replaced or refunded; and
• Defects that develop after six months may be repaired, replaced or refunded at the manufacturer's election, and subject to the relevant manufacturer's policy. 

Nothing in these Terms and Conditions will reduce consumer statutory rights relating to faulty or misrepresented goods. This policy has been gazetted by the Retail Director and as such subject to change without due notice.