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Frequently Asked Questions

1. What types of payment we accept?

We accepts the following payment options:

Credit card payment with MasterCard, Visa.

Paypal.

2. I am concerned about paying with my credit card. Is payment really secure?

Your credit card information, including credit card number and expiration date, etc. is automatically transferred to the paymaster via an encrypted secure system. Our Website or other third parties are not able to access this information. Even for potential refunds, your complete credit card information cannot be seen. If you pay with Visa or MasterCard, additional protection is provided by special authentication methods (Verified by Visa® or MasterCard® SecureCode).

3. Is my personal information secure?

Timberlandboots.uk.com believes in providing a safe and secure shopping experience for all clients with stringent and effective security measures on our site. It is our policy to not sell or otherwise exchange private information, such as your name, credit card number, or address to any third parties. We use VeriSign SSL to process your credit card information.

4. How can I check my order information?
For your convenience we highly encourage you to remember your order No.and provide it to us so that we can answer your any question accordingly. And the order No. is same as the invoice ID.Thank you for your support.

5. Why my payment was taken but the status of the order in my account shows Pending?
Generally speaking, after the order payment was completed the status of your order will show Processing, and will not change again till you receive your order. If it shows pending, please contact the customer service via email or online chat to check if your payment has been completed.

6. How can I check the status of my order?

Follow the link on your order confirmation page updated tracking number or log in to your account to see most updated order status, Or simply contact our customer service. We also have live chat customer service representative during business hour from 9am-5pm PST time Monday-Friday.

7. What will happen if I didn't get my package but fedex tracking says that it has been delivered?

Customers should call our Customer Service so that we can file a FedEx Claim. It usually takes 7 to 14 business days for FedEx to process the claim. If the claim is approved, customer can either get a full refund or Forplay can ship the order again with signature required. If the claim is not approved by FedEx, customers will receive half of the Purchase Order amount as store credit.

8. What if the item I purchased does not fit?

If you are not happy with the fit of your item, you are welcome to return or exchange it. All returns must include their original packaging and tags. However, customers are responsible for the return postage and ensuring the items are sent back to us. As a courtesy to our other shoppers, we ask that all items be tried on over your undergarments. We will pay for the shipping of exchanged replacement items back to the customer one time per order. Form more information, please read our entire return policy.

9. How long will I receive my orders?
Orders will be shipped within 1-2 business days upon receiving. A tracking number will be available in your email after the order dispatched. The orders are supposed to reach your door in the next 8-13 days. Please track the status of the parcel via the tracking number provided in email. Then, contact local post office for parcel if not received within expected shipping time. Finally, contact us for further information.
Notes: Shipping estimates are from day of shipping not from day of ordering Customers are responsible for lost due to wrong shipping information.

10. I entered the wrong address, what can I do to have the package shipped to the correct address?

We are unable to modify any order once it has been placed and sent to our warehouse for shipment. However, if your order has already been shipped, your order will come back to us as undeliverable. A shipping fee of $5.95 will be deducted from the credit amount on all unclaimed and undeliverable orders.

11. I forgot my password. What should I do?

If you have forgotten your password, you can contact our customer service and we will email you your password.