FREQUENTLY ASKED QUESTIONS

 


What is the sizing of the shoes in Timberland?

All of our footwear are in US sizing. To convert UK or JP sizing to our US standards, please look for our size chart.

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There are other products only found in other countries, can I make a purchase and have it delivered?

All country sites are only servicing their local countries unless stated otherwise. Unfortunately we are unable to bring in products not sold in Singapore. However please reach out to us at contactus@timberland.com.sg for us to know what kind of product that you are looking for.

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Who should I look for if I have questions on Timberland products?

You can contact our customer service representatives and they will be willing to help.

Email: contactus@timberland.com.sg

Phone: 1800-437-7263

9am to 6pm, Mondays to Friday excluding Singapore National Holidays

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If I can’t find the particular product online even though it was selling previously, does it mean that it has discontinued?

If products are sold out, it will be removed from the website. However we do replenishment regularly to our good selling products. Do check back a week later or reach out to us at contactus@timberland.com.sg to find out more.

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Will Timberland bring in Timberland Pro® footwear to Singapore?

We strive to provide larger range of Timberland products to our Timberland online customers and Timberland Pro® is one of them. Look out for our website or sign up our newsletter below to be updated.

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Can I place order over the phone?

Unfortunately we are unable to take orders over the phone. Currently orders can only be made via online.

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What payment methods can I use?

We accept VISA, MASTER and AMERICAN EXPRESS credit / debit card.

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I just placed an order, when will it be shipped?

Once an order has been placed, the order will be processed within the same, or next business day if order was made during non-working hours. It will be shipped within 2 business days after ordering.

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How long does my order takes to deliver to me?

Your order will reach you in 2 – 3 working days after you have received the shipment confirmation email.

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Why do I receive order cancellation email?

You may receive order cancellation email if you have requested to cancel your order, or due to unforeseen circumstances such as defective product on last piece. Additionally, if you did not complete your payment, you will receive the order cancellation email as well to let you know that the pending order has been cancelled. Please contact us if you have any questions.

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Why I did not receive any order confirmation?

Our order confirmation emails will be sent out once order is confirmed. If you have not received any emails, you may wish to check your spam box. You may check your order status at My Account page. Alternatively please reach out to us at contactus@timberland.com.sg to find out more.

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How can I change or cancel my order?

As orders will be processed immediately, we may not be able to change the order. Please contact us at 1800-437-7263 immediately to make changes. If the order is made outside business hour, please reach out to us the next available business day as soon as possible.

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If I am not satisfied with my purchase, how can I return it?

We allow returns within 14 days of receipt as long as the product are in their original condition and packaging, and tags must be intact. Just contact our customer service at 1800-437-7263, or email us at contactus@timberland.com.sg and we will share with you what are the available options. Returning the product to us is free of charge. Once the product is returned, we will proceed with the refund.

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How can I return my product?

Our returns are made to be simple for our customers. If you are not satisfied with our product, or change of mind, you can drop us an email or call our customer service hotline and tell us your order number. Print out the return slip provided to you next, and return it to our designated drop off point as indicated by our customer service team. Return service is free, so shop with us with a peace of mind.

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I have returned the purchase, when would the refund be completed?

Once the returned product has been received by our team, the refund will be completed within 14 days. However the processing speed will be under the discretion of the bank. To find out more you may wish to contact our customer service team.

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What is the exchange policy for online store?

Timberland Online Store does not allow exchange of products. If you are unsatisfied with our products you can return the product back to us within 14 days of receipt in it’s original condition and packaging and we will refund the credit back to your original mode of purchase.

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What is the difference between Timberland online and retail store?

Online store may feature exclusive products and promotions time to time which may be different from our regular retail store. Do check with our customer service officer to find out more at contactus@timberland.com.sg. Alternatively, you may wish to sign up with us to be informed of the latest news.

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How can I check the stock availability in the retail store?

As the stocks movement in our retail stores are real time and fast moving, we recommend all our customers to contact our Timberland retail store that you may want to visit. Our stores listing can be found here.

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What is LWG and what is the leather grade does Timberland uses?

Timberland partners with Leather Working Group (LWG) to develop and maintain a protocol that assesses the compliance and environmental performance of tanners, and promoting sustainable and appropriate environmental business practices within the leather industry. As of 2015 99% of our leathers are sourced from LWG Silver and Gold rated tanneries.

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Why is Timberland’s boots larger than normal sneaker sizes?

Our Timberland boots are made for comfort and therefore when thick socks are worn you may not feel the squeeze. We recommend our new Timberland adventurers to get half size smaller than their sneakers size. You may purchase all our other footwear line as per your sneaker sizing.

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What is regular and slim fit on your apparel?

Our Shirts and Tees are designed with our Timberland’s fans in mind, and therefore we want to give you the best options of both. If you would like to have more room for your movement, get our regular fitted tops. Or just get our slim fitted tops for your day to day. If you are worried on the size consistency, just remember that whatever size you are wearing for regular, get one size larger for our slim fitted tops.

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Why Timberland footwear has minor flaws on the leather?

Many of our Timberland leathers are lightly treated to present to our customers the real leather conditions. As these are genuine leathers, minor flaws may appear under natural conditions. These are a signature piece of the Timberland products that are unique on its own.

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Do you ship out of Singapore?

Singapore Timberland currently ships to the following countries. More countries may be opened by Timberland and its local partners. Please email us contactus@timberland.com.sg to find out more.

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Do you ship to Malaysia?

Yes we do ship to Malaysia. Please visit our Malaysia site at http://shop.timberland.com.my

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What are the shipping fees and taxes for overseas shipment?

Our shipping fee are SGD 20 flat for all shipments, big or small. Duties and taxes are payable to your local custom once the order reaches you. Timberland Singapore do not charge duties and taxes on orders made online.

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