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FAQs

Check out some of our FAQ’s. Each topic has a link to full details if you can’t find what you are looking for here.

General

What sizing system are your shoes?
All shoes are US sizes. View size charts.

Delivery

For full details on delivery check out our delivery and returns page.

How long will my order take to arrive?
Generally, allow 3-4 business days for delivery. Rural and some residential areas may need an additional day(s). Some products need to be ordered in from our warehouse, which again, will cause an additional small delay.

How will I know my order is on its way?
When your order has been dispatched, you will receive an email with a tracking number to track the package.

Do you ship outside New Zealand?
No, we do not.

Can you deliver to a PO BOX?
Unfortunately, no, a physical address is required.

Is a signature required for delivery?
Yes, all packages require a signature.

Which Courier company do you use?
CourierPost


Click and Collect

How much does Click & Collect cost?

Click & Collect is FREE of charge.


When will my Click & Collect order be ready for collection?

Your order will be available for pick up within 3 hours if your order is placed before 4pm. Orders placed after 4pm will be ready to collect the following day.


How will I know my Click & Collect order is ready for pick up?

You will receive a pick up confirmation email when your order is ready to pick up. You must wait until you receive your order collection email stating your order is ready for pick up before coming in store to collect your order. This is to comply with Government safety guidelines and to ensure your item is available. You will need valid ID or be able to show the pick up confirmation email.


Can someone else pick up my order on my behalf?

Yes, however they will need a copy of your order or pick up confirmation email.


What if the item I ordered is not actually available in my selected store?

We will contact you as soon as possible and arrange for the item/s to be transferred to your selected store free of charge or arrange an alternative.


What if I need to exchange or return an item after I have ordered it?

This can be done instore or if out of town, you can request a pre-paid returns label via info@timberlandnz.co.nz.


Payment

What are your payment methods?

We use Afterpay as well as Payment Express, and accept Visa, MasterCard, American Express, ASB True Rewards and all other cards supported by this system. We do not accept checks or cash at this time.


How do ASB True Rewards work?

Using In Store

The True Rewards dollars on your True Rewards card are like cash. You can use them in store, just like you would with an EFTPOS card. Anything you can get in store, you can buy instantly using your True Rewards card.


Using Online

Simply use your True Rewards card the same as you would your ASB Rewards credit card.



Returns

For full details on returns check out our delivery and returns page.

I’m not completely satisfied with my purchase; how long do I have to return it?
Items in original unmarked packaging can be returned to us within 30 days of receipt.

Can I go into one of your stores and return an item I’ve ordered online?
Items with original packaging and the packing slip may only be returned in person to the Timberland High Street store located at 5 High Street, Auckland Central, Auckland.

Can I return my order by post?
Items can be returned by post in their original condition including packaging and must include a packing slip or proof of purchase. Returns should be addressed to Timberland Online Returns
5 High Street, Auckland Central
Auckland 1010


Timberland Rewards

For full details on Timberland Rewards check out our Timberland Rewards page.

How do I sign up to Timberland Rewards?
You can sign up online here or see one of our staff in store to sign up.

How do I earn Rewards once I am signed up?
You earn Timberland Dollars with every full-priced purchase made in-store and online!
Every $100 RRP you spend earns you $5 Timberland Dollars to spend on your next purchase.

How do I check my Rewards balance?
Login to your online account, then click on the ‘Check Balance’ button located under your account. You may also check your balance in-store by providing a member of staff with your email address or phone number.