FAQs

How can I contact Timberous?

You can email us at info@timberouscom where our customer service team will be happy to help you with whatever you need!

Do you ship worldwide?

Yes

Where do you ship from?

We ship from China

Can I change or cancel my order?

No, if you want to return a product after placing an order, you must wait for the product to arrive then contact us at info@timberous.com to submit a return request.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

How long will it take to receive my order?

Shipping time varies by location. For UK shipping our estimates are 5-7 business days but could be longer in rare circumstances due to high demand. For other countries, our estimates are 5-10 business days but also could be longer in rare circumstances due to high demand.

What if I don't receive my order?

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in GBP, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How do I return an item?

Please contact us at info@timberous.com where our support team will submit a return request for you.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us at info@timberous.com if you have received merchandise that is incorrect, missing, and/or defective. If a product is damaged, you must send us a high-quality image or video of the damage or defect in order for a replacement or refund to be issued.

For lost in transit or stolen packages, you can either request a refund or request for a replacement to be sen out. Please email us at info@timberous.com.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.