HELP & FAQ

FREQUENTLY ASKED QUESTIONS

HOW TO RETURN MY ORDER?

Items purchased online can be returned within 30 days of delivery. You can initiate a refund online via our online returns process by logging in to your Account or find your order using our Guest function. Here you can choose which item(s) you would like to return, indicate the reasons, and print your returns documents.

We do not currently work with a courier provider, so you will need to arrange to send back your package at your own cost and via a method of your own choosing. We recommend a track and signed service. We advise you hold onto your proof of postage and tracking information. Parcels returned via your own method are your responsibility until we receive them.

You will receive an email once your return has been processed and your refund issued. Please allow up to 14 days from the date of receipt in our warehouse for this process to be complete. Your refund will be issued back to the original payment method. If you require any further assistance, please contact our customer care team.

The items should be unworn and in the original packaging. Please try any footwear on indoors to avoid marks and scuffs. If an order is not in a re-saleable condition, the item(s) may not be accepted by the store/warehouse team. All clothing and accessories must be returned unworn with all packaging and tags attached.

Please note that we are not able to offer exchanges and our stores cannot process online returns. Please return your unwanted item for a refund and place a new order for the item you do want.

I HAVE PLACED AN ORDER BUT HAVE NOT RECEIVED MY ORDER CONFIRMATION, HAS MY ORDER GONE THROUGH?

We are sorry that this has not come through. Order confirmations can sometimes go into your spam folder or you may have entered the wrong email address.

If you are unable to find your confirmation email then please call or email our customer services team.

I MISSED MY DELIVERY, WHAT CAN I DO?

If you are not available to receive the delivery, the courier should leave a calling card with information on whether your order was delivered to a neighbour or if you need to pick it up from your local collection point.

If you haven't got a card, please note that this information will also be reflected on the tracking page on the courier's website.

You can find your tracking number in the shipping confirmation email we have sent you, or on our website by logging into your account or using our Guest function.

CAN I AMEND/CANCEL MY ORDER?

Unfortunately we can't change or cancel your order once we've received it, as it is immediately sent to our warehouse for processing. Please make sure you're happy with everything before you confirm your order at the checkout page.

If you would like to cancel your order you can do this once the order has been despatched. Please send them back to us using the address label in the box and fill out the return reasons on your return form. You can also refuse the parcel when our courier attempts to deliver; they will automatically return the item to us.

DO YOU SELL GIFT VOUCHERS/GIFT CARDS?

Gift cards are currently not available to buy on drmartens.com/eu. Sign up to the Docs newsletter here and you’ll be the first to hear when Gift Cards drop, as well as the latest releases and exclusive offers.

RETURNS

I HAVE LOST MY RETURNS LABEL, HOW DO I GET A NEW ONE?

It's no problem, you can print a new label using the link below:

CLICK HERE to download the form

Please make sure that your order details and reason for return are in with the parcel, so that we can process the return when the order comes back to us.

We will notify you when the return has been received.

WHAT IS YOUR RETURNS POLICY?

The Docs don't fit? No Problem. Items purchased online can be returned within 30 days of delivery.

Please note that the shipping costs in case of return are covered by the buyer.

Our returns Policy:

The items should arrive unworn and in the original packaging. Please try any footwear on indoors to avoid marks and scuffs. If we receive an order that is not in a re-saleable condition, the item/s may be sent back to you.

Returns need to be packaged securely to avoid any damage, as you are responsible for the item/s until they arrive with us.

All clothing and accessories must be returned unworn with all packaging and tags attached.

We do not exchange items, unfortunately, so all orders will be inspected and processed for a refund. If you would like a new size/style, please place a new order online.

We advise that you keep hold of your Proof of Postage until you have confirmation that the return has been received.

Unfortunately, you are not able to return your item/s to any Official Dr Martens Stores and they must be returned directly to us at the address mentioned on the return label

We will send you an email when the refund has been processed, within 14 days after receipt of the package in the warehouse.

Please note that the shipping costs in case of return are covered by the buyer.

HOW WILL I KNOW I HAVE BEEN REFUNDED?

We will send an email notification when the refund has been processed, confirming the amount and order number. This is typically within 14 days after receipt of the package in the warehouse.

CAN I RETURN MY ORDER TO A DR. MARTENS STORE?

Unfortunately no, we cannot process online returns in store. Please use our easy online return process in order to receive your refund.

HOW TO RETURN MY ORDER?

Please note that we are not able to offer exchanges and our stores cannot process online returns. Please return your unwanted item for a refund and place a new order for the item you do want.

ORDERS

WHY IS MY ORDER NOT SHOWING IN MY ORDER HISTORY?

You may have checked out as a guest and created an account afterwards. The order will therefore not show in your account. If you have an order number then don't worry, you will receive email updates from us through your orders progression.

If you have not got an order number, then please contact our customer service team with your payment details, as your order may have been declined.

HOW CAN I CREATE AN ACCOUNT?

All you need to do is click LOGIN/REGISTER at the top right of the homepage (or follow the REGISTER instructions on the checkout page) Fill in the NEW CUSTOMER details and create a password to keep your account secure. You can now start shopping.

I HAVE PLACED AN ORDER BUT HAVE NOT RECEIVED MY ORDER CONFIRMATION, HAS MY ORDER GONE THROUGH?

We are sorry that this has not come through. Order confirmations can sometimes go into your spam folder or you may have entered the wrong email address.

If you are unable to find your confirmation email then please call or email our customer services team.

I HAVE MY ITEM ADDED TO MY CART, DOES THIS MEAN IT'S RESERVED?

Unfortunately, your order isn't reserved until your payment is processed. We recommend heading straight to the checkout if you're worried about your size selling out.

HOW MANY ITEMS CAN I ORDER?

We do not limit the number of items you buy; however if the total value of your shopping basket is very high, our bank may hold your transaction for our approval.

CAN I AMEND/CANCEL MY ORDER?

DO YOU SELL GIFT VOUCHERS/GIFT CARDS?

DELIVERY

HOW DO I TRACK MY DELIVERY?

Once your item is shipped, we will email you with a UPS tracking link. Use this to get regular updates on your order and/or arrange collection from your local pick-up point.

PLEASE NOTE: Your tracking number will not be active until midnight the same day.UPS will send an email on the day of delivery. If this is inconvenient you can arrange either an alternative date (Monday – Friday), to leave with neighbour/safe place or arrange to collect from a UPS pick up point by following instructions via the email.You can use the tracking number on https://www.ups.com/.You can also access your tracking information from your account. Log in to your Account, select Order History and click on the relevant 'View Order' link. Select the tracking number to check the current status of your order.

I MISSED MY DELIVERY, WHAT CAN I DO?

If you haven't got a card, please note that this information will also be reflected on the tracking page on the courier's website.

You can find your tracking number in the shipping confirmation email we have sent you, or on our website by logging into your account or using our Guest function.

WHAT IF MY ORDER HASN'T ARRIVED?

We are sorry that your order has not arrived.

Please track your order online with the tracking code and link provided in your packing confirmation email.

If this does not help, you can contact us with your order number and delivery details by using our contact form here.

SIZE & FIT

WILL ALL STYLES FIT THE SAME?

No, Dr Martens can differ in size, depending on the design, so it would depend on the style that you are buying. Unfortunately we do not hold measurements for all of the styles we produce. Women’s footwear can be narrower than Men’s and Unisex footwear, just as Unisex footwear can come up larger.

As everyone’s feet are different, we would suggest trying the pair on to make sure that they are the perfect fit for you.

WHICH SIZE SHOULD I CHOOSE WHEN BUYING DR MARTENS?

Dr Martens can differ in size, depending on the design, so it would depend on the style that you are buying. Unfortunately, we do not hold measurements for all of the styles we produce.

We would suggest that you try the footwear on and if they are found to be unsuitable, we are more than happy to process a full refund providing that the order is returned in the required condition. You can then place a new order for the correct size. If you are between sizes, the you may benefit from using an insole in the larger size.

Alternatively, you can use our Store Locator to find a store near you.

PRODUCT & AVAILABILITY

THE SALE ITEM I WANT IS OUT OF STOCK IN MY SIZE, WHEN WILL IT BE AVAILABLE?

Unfortunately it won’t, all SALE and CLEARANCE items are likely to be previous season styles and will be discontinued.

THE STYLE OR SIZE I WANT IS NOT SHOWN ON THIS WEBSITE. CAN I PURCHASE IT FROM YOU?

No, our website shows every item that we currently have in stock. If a style or size is not showing, it is likely to be sold out or no longer being made. Many styles are seasonal, and as we change styles twice a year, some products will be discontinued.

DO YOU EVER RESTOCK ITEMS THAT ARE SOLD OUT?

Yes, we are occasionally able to restock seasonal items. However, we recommend that you take advantage of our in stock and place your order without delay. We do not re-stock SALE or CLEARANCE items.

Unfortunately we cannot give you information on stockists that may hold the style/size you require but can check the stock of our own Official Dr Martens stores.

HOW TO CARE FOR YOUR FOR LIFE PRODUCT

Without proper conditioning, even the finest-quality leathers, like those in the for life products, will eventually dry and lose their durability. Take the time to care for the leather - and you'll be rewarded with a pair of boots or shoes which will not only keep their looks, but last for years to come.

Remove dirt with a damp cloth.

When dry, apply a small amount of Dr. Martens Wonder Balsam to the leather, in an even layer, using the sponge provided. Ensure that the balsam is worked into the seams.

Leave the wonder balsam to absorb for five minutes

Remove any excess with a cloth

HOW ARE YOUR LEATHERS SOURCED?

We endeavour to work only with reputable tanneries and material suppliers. The tanneries we work with source their hides predominantly from North America and South America.

These regions are the largest beef-producing regions in the world and as such have some of the highest standards in the world for animal husbandry and animal welfare. We would not source from any new tanneries without first carrying out a thorough investigation into the origin of the hides used and the welfare systems in place.

It is the intention of Airwair International Ltd to conduct its business to the highest possible standards of business behaviour, within the laws of the countries in which it operates.

Airwair International intends only to work with reputable suppliers and manufacturers and endeavour to ensure that all products are produced lawfully and without any exploitation of the people producing them.

The code is designed to be ethical, auditable and achievable and to promote the development of Airwair International suppliers. It is not our intention to withdraw business from any suppliers found to be in breach of the code, rather to work with that supplier to help them achieve the required standards.

It is the responsibility of each supplier to issue this code to all material and component suppliers and to actively engage with them to ensure that the standards are met.

The provisions of the code constitute minimum and not maximum standards; all suppliers should strive to exceed the standards.

ARE DR MARTENS SUITABLE IN A KITCHEN ENVIRONMENT?

Dr Marten’s footwear, with its PVC air-cushioned soles is known for both its comfort and durability. It is, however, wear-tested in a street environment, not in a kitchen environment.

Fats such as cooking oils and greases used in kitchens are very aggressive on all types of footwear, including Dr Martens. If shoes are intended for this environment, we suggest special care. Washing the soles off daily with warm water and a grease-cutting soap (i.e. Dawn, Palmolive, etc.) and ensuring that the uppers are cleaned and protected may help footwear last longer in the kitchen environment.

Dr Marten’s soles are oil, fat, acid, petrol, alkali RESISTANT, but not PROOF.

IS THERE A COMFORT GUARANTEE?

Feet come in a wide variety of shapes and sizes! Unfortunately, Dr Martens cannot guarantee that every style will suit everyone's feet. We suggest trying the shoes on when you receive them and wearing them indoors to make sure that they fit you.

You can return them for a refund, as long as they are in an unworn condition.

We attempt to have a wide variety of styles available at all times so that you are able to find something that will be comfortable for you.

ARE ALL DR MARTENS COVERED BY A 'FOR LIFE' GUARANTEE?

No, this only applies to our 'For Life' collection. The guarantee means that when they wear out we will repair or replace them - for life.

For Life products come with a guarantee code and will have the For Life stamp on the sole.

WILL ALL THE PAIRS OF BOOTS AND SHOES LOOK THE SAME?

Most of our footwear is made from natural materials, and some include prints that are cut from larger sheets of material. This means we cannot guarantee that all of the footwear will be the same, as some may vary in shades and the patterns and prints can come in different variations.

No two pairs will be the same, which all adds to the individuality.

WHAT HAPPENS IF I RECEIVE A FAULTY ITEM/S?

We are so sorry to hear that you have received an incorrect/faulty product. Please contact our customer support team so that we are able to assist further with your query.

HOW DO I CARE FOR MY DR MARTENS SATCHEL?

The satchels can be treated like the footwear depending on the material.

Wonder Balsam can be applied to our oily and smooth leathers to help keep them supple, and as good as new.

Please check the product page for care instructions

CAN I BUY ANY COLOUR POLISH FROM YOU?

Unfortunately, we only sell Black, Cherry Red and Neutral polish online and in stores.

As our ranges change twice a year, we are unable to supply the correct coloured polish for all the materials that we use. We do advise contacting your local Cobbler who should be able to assist you in finding a suitable wax-based colour polish. (Please refer to your original care instructions when choosing a polish)

If you need any advice, then please contact our customer service team.

WHAT SIZE LACES SHOULD I BUY FOR MY DR MARTENS?

Dr. Martens offers an entire range of shoe laces that includes not only our classic black round and brown round versions, but also a wide range of colours.

We recommend using the following guidelines when buying replacement laces:

-3 eyelets and kids shoes – 60cm or 65cm laces

-4-5 eyelets – 90cm laces

-6 eyelets – 120cm laces

-8-10 eyelets – 140cm laces

-14 eyelets – 210cm laces

-20 eyelets – 240cm laces

Unfortunately, as we make so many different styles, we are not always able to stock laces for them all.

If you require any further assistance, please do not hesitate to contact us.

CAN I LEAVE A PRODUCT REVIEW?

Yes, two weeks after your order has been despatched you will receive an email from us in partnership with Yotpo.

You can rate a number of categories such as comfort, style and many others. You can also add in the good and bad points of your product.

WHY WOULD AN ITEM BE SHOWING AS AVAILABLE ONLINE, IF IT IS OUT OF STOCK?

Because of the high volume of customers purchasing from our Dr Martens online store, our products may sell out from time to time. This can sometimes happen in sale and busy periods. We do update our site regularly, but there may be occasions where we will sell out of a particular product before the update goes through. To avoid missing out on our featured items, we encourage you to act quickly.

In rare cases however, we may have to notify you via email that a product is out of stock. Your Payment will be refunded in full and you will receive an email notification from us.