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Refunds & Returns

Things not quite right? All good! We know that sometimes an item may not fit or be right.

If you're not 100% satisfied with your purchase, you can return your item(s) in-store or online within 30 days of the order receipt and we will be happy to provide you with an exchange, store credit or refund.

HOW TO RETURN YOUR ITEM:

You can return any item to us in-store, just be sure to meet the conditions above and bring your proof of purchase. Find your nearest store here. To return to our online store:

  1. Ensure you meet our 3 simple conditions for successful returns.
  2. Contact our customer service team to receive next steps and our returns form.
  3. Print off a shipping label and attach to package.

WHATS NEXT?

Please allow time for your return to reach our fulfilment centre. This time may vary depending on your location.

If approved, refunds are carried out within 48 hours of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-3 working days to process.

For further help, please contact our great customer service team here.

Am I eligble to return my item?

Returns will be accepted when:

  • Items were purchased in the last 30 days
  • Proof of purchase is provided
  • Items are unworn, undamaged and unmarked
  • Items are in their original condition and their original packaging or shoe box (please note the box must be unmarked / undamaged so please wrap box in a bag if posting)
How do I return an item?

If you purchased online and need to return your item, then you can return it to any of our retail stores, or to our online store. If you purchased in store then please come back to one of our stores to return your item.

Return to online store

Contact our customer service team to receive next steps and our returns form.

Return to retail store

Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Timberland team member to assist you. Find your nearest store.

Purchased fromReturning toWithinRefund acceptedExchange Accepted
Online Online 30 Days Yes No
In-Store 30 Days Yes Yes
In-Store Online 30 Days No No
In-Store 30 Days Yes Yes
What if I used PayPal/Afterpay?

Item(s) can be returned instore for an exchange of size only with PayPal or Afterpay.

Items that require a refund must be sent back to the online warehouse, they cannot be processed instore for a refund or exchange for an alternate item within store locations as the payment method was not directly paid by the customer but rather by the outsourcing of PayPal or Afterpay.

How can I exchange my online purchase?

Online purchases can be refunded by our online store. If you wish to exchange an item, then we recommend placing a new order after submitting your return request.

Alternatively, you may exchange your online purchase in any of our retail stores. Please ensure you have your proof of purchase for our team to assist you. Find your nearest store.

Can I return my online purchase to a Vans store?

Of course! Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Vans team member to assist you. Find your nearest store.

We are unable to process Afterpay or Paypal refunds in store. We hope to bring this to our stores soon! We can exchange an item if the size is not right for you.

I think my item is faulty. What should I do?

If your order arrived faulty or has a manufacturing fault, you can return it to us for a refund by following the instructions on the Returns Postcard you received with your parcel.

Faults are assessed by our Customer Care Team and we may also consult with the supplier or manufacturer. If the product is found to be faulty you will receive a full refund and we will cover the shipping costs.

How long until I get my refund?

Refunds will be processed via your original payment method;

  • Credit card refunds will be visible within 1-5 business days depending on your financial institution
  • PayPal refunds will be processed in your PayPal account 1-2 business days after we receive your returned item
  • Afterpay refunds will be processed in your Afterpay account 1-2 business days after we receive your returned item
I purchased online using Afterpay, can I still return my items?

Yes, if you are eligible for a refund then contact our customer service team to receive next steps and our returns form.

Afterpay will be notified and all future payments for that order will be cancelled. If you have already made one or more payments, the total amount paid thus far will be refunded to the credit/debit card that you used to place the order.

Once notified, Afterpay will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 1-2 business days to refund the money to your card.

Have you received my return?

Please allow time for your return to reach our fulfilment centre. This time may vary depending on your location and can usually range between 2 to 7 business days. We will notify you once we have received your return and processed your refund, so keep an eye out on your inbox!

How can I track my return?

Your return can be tracked using the consignment number provided on the return label. Simply enter it on the Startrack website to track its progress.

What if the item I received is not what I ordered?

Please contact us so that we can arrange for the correct item(s) to be delivered and organise a return for you.

Who pays for the return?

You are responsible for the costs of returning the goods to our online store. Any goods returned are your responsibility until they reach our warehouse.

We also accept returns at at our retail stores.

Can I use PayPals refunded returns?

Absolutely! If you used your PayPal account then you may be eligible to have you return delivery cost covered by PayPal. Please see their full terms here.

RETURNS

Returns will be accepted when:

  • Items were purchased in the last 30 days
  • Proof of purchase is provided
  • Items are unworn, undamaged and unmarked
  • Items are in their original condition and their original packaging or shoe box (please note the box must be unmarked / undamaged so please wrap in a bag if posting)

REFUNDS

Refunds will be processed via your original payment method;

  • Credit card refunds will be visible within 1-5 business days depending on your financial institution
  • PayPal refunds will be processed in your PayPal account 1-2 business days after we receive your returned item
  • Afterpay refunds will be processed in your Afterpay account 1-2 business days after we receive your returned item

Online conditions:

  • Online refunds will be processed once a return has been received at our warehouse and reviewed by the customer care team. We’ll send you an email after your items have been reviewed, which may take up to 2 business days.
  • Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Timberland team member to assist you.
  • Online purchases using Afterpay or PayPal can only be returned to the online store.

In-store conditions:

  • In-store purchases cannot be returned or refunded to the online store at this point in time.
  • If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.

EXCHANGES & STORE CREDIT

In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our Timberland team to decide whether a full refund will be provided.

COST OF RETURNS

You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

We offer two services when booking your return online;

  • Courier pick-up – Cost varies depending on your pickup location
  • Australian Post drop-offs – We recommend using their track and trace services

FAULTY ITEMS

Returns will be accepted on any faulty item(s) returned to any Timberland store within a reasonable timeframe.

If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

If this is the case, please contact our Customer Care Team straight away with as many details as possible about the order.