DELIVERY CHARGES AND TIMES
We aim to despatch orders within 7-14 working days from receipt of your order however, should a product not be in stock at the time of order and we are unable to despatch within 10 working days, we will contact you to agree a revised despatch date or offer a refund.
Kindly note that if the delivery cannot be made and the parcel is returned, you will be liable for the costs of shipping, which will be deducted from your refund.
CUSTOMS AND TAXES INFORMATION
Your order will include the delivery charge and will exclude sales tax (VAT), and the recipient is responsible for payment of any customs related charges. Please note that we are unfortunately unable to offer specific advice regarding customs related charges.
If delivery cannot be completed due to unpaid customs charges, or if a shipment is refused by the recipient, the parcel will be returned to us. In these cases, the customer will be liable for all associated costs, including original shipping charges, return shipping costs, and any customs or duty charges incurred. These amounts will be deducted from any refund issued.
Please note that refunds for refused or returned shipments will only be processed once the parcel has been received back by us and we have received the final invoice from our courier partners confirming all applicable charges. This ensures that any outstanding shipping, customs, or carrier fees can be accurately accounted for before the refund is completed.
EXAMINING YOUR PURCHASE(S)
If, when you receive the shipment, the package has been opened or has been damaged in any way, you must record this clearly on the shippers note when you sign to confirm receipt and you must also notify us immediately by email or website. We are unable to accept reports of damaged goods at a later date (30 days).
When you receive your shipment, please examine the product(s) carefully to ensure that they meet your expectation. We recommend trying on the footwear on a clean soft carpet to avoid damaging the soles and if possible, please use a shoe horn to avoid misshaping the footwear. Avoid creasing or bending the footwear until you are fully satisfied that you do not wish to return them.
If, for any reason you are not completely satisfied with your purchase, you may return your product(s) to us within 30 days.
RETURNS INFORMATION
General Information
We will not accept returns of any product for refund or exchange which has been worn, creased, marked or otherwise in a condition which makes it unsuitable for immediate resale (unless the return is for a complaint of failure in wear).
The products must be returned to us in its original packaging and in perfect condition together with the delivery note (or photocopy of the same). Please send an email to info@timberland.africa with details of the return when returning your products.
We unfortunately do not offer a free returns service, return costs are at the customers expense and we suggest that you obtain proof of delivery as we are unable to accept responsibility for goods lost or damaged in transit.
Please ensure that the shipping documents are completed correctly and that the parcel and its accompanying customs declaration is clearly marked with 'RETURNED GOODS - RELIEF CLAIMED'. Failure to do so may result in import duty charges for which we may hold you liable.
We aim to process returned products within 10 working days of receiving the returned items. Please be aware of any holidays, public holidays or weekends that may potentially delay delivery of your return/processing time.
Returns address: Shop DFE24,Terminal A,Duty Free mall,OR Tambo International Airpot(JNB) Kempton Park, 1627, Gauteng.
Refunds and Exchanges
We are unfortunately unable to offer an exchange service, therefore please return your order for a refund and place a new order for the replacement product(s).
Please be aware that refunds will be issued via the original payment method, less the shipping charge.
You can expect to receive a confirmation e-mail when the refund has been issued. We unfortunately have no control over the time frame for refunds as this is dictated by your bank/card issuer therefore please allow up to 7 days for the refund to appear in your account.
FAULTY/INCORRECT PRODUCTS
In the rare event that your product is faulty or has been incorrectly supplied, please contact us as soon as you notice the issue (before trying the shoes on if possible) and a member of our team will get back to you as soon as possible.
We are unfortunately unable to accept responsibility if the shoes have been worn and/or the reported fault is deemed to be a result of normal wear and tear.