FREQUENTLY ASKED QUESTIONS
To better serve you, we have compiled a list of our most frequently asked questions below:
ABOUT YOUR ACCOUNT
How can I change my account information?
You can change your account information by clicking on 'LOGIN', enter your e-mail address and password and your account info will be displayed. You can update your e-mail address, name, password, and billing/shipping information in the 'My Account' area of the site.
How secure is my account information?
Completely secure. Dr. Martens Online Store is committed to protecting the security and privacy of your information. For details on the security of your transactions, please see our Privacy page.
How do I get a copy of an invoice for my order?
Click on 'LOGIN' enter your e-mail address and your account info will be displayed. At the bottom of the screen is your order history. Click on the Order number to view the invoice.
I forgot my password. How do I get it?
Click on 'LOGIN' enter your email address in the 'Forgot your Password' field and click 'Request password'. A temporary password will be emailed to you.
Are credit card transactions on drmartens.com safe?
Absolutely. In fact, it's statistically safer to use your credit card over the Internet than in a restaurant or department store. Dr. Martens Online Store servers use Secure Sockets Layer (SSL), this encrypts and protects the data you send to us over the internet.
Why would my card be declined if there are sufficient funds in my account?
In order to protect our customers from fraudulent transactions, the billing address is verified through your credit card company. If the billing address on your Dr. Martens UK Online Store account differs from the billing address on your bank's records, you could be declined. You should contact your credit card company to check the address they have on file for AVS (Address Verification System) purposes.
If your transaction was declined due to AVS Mismatch (Billing address provided does not match Billing address of cardholder), please do not attempt to resubmit your request, as it will send multiple authorisation requests to your banking institution and place holds on your funds. Please contact your banking institution to verify that the Master Billing address they have on file is the same as you entered when you registered.
My order was declined. Will I be charged for this order?
You may see pending charges on your account even though the order was declined. When an order is placed on our website, the transaction is sent to the bank for verification of the billing address entered, and for availability of funds. The bank holds the funds for that transaction, even if the order is then declined for other reasons. The hold will drop off automatically in two to three business days, since the transaction was not completed. Some banks, such as credit unions, may take longer or have additional restrictions on transactions. Contact your Bank if you have more questions regarding any funds being held.
What are my payment options?
We accept Visa, Visa Electron, MasterCard, Delta, and Paypal.
Does Dr. Martens UK Online Store charge VAT?
All prices are displayed on the Website in pounds sterling and are inclusive of VAT at the applicable rate.
How do I change the currency?
ALL orders placed are currently charged in sterling (GBP) For European customers, the amount may vary in Euros due to exchange rates.
STOCK AND ORDER QUERIES
Why would an item be out of stock when it still appears on your site?
Because of the high volume of customers purchasing from Dr. Martens UK Online Store, our products may sell out from time to time. 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.
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 merchandise and place your order without delay.
The style or size I want is not shown on this website. Can I purchase it from you?
Our website shows every item that we currently have in stock. If a style or size isn't shown, it is sold out or no longer available. Many styles are seasonal. Dr. Martens comes out with new styles several times a year, and some old styles are discontinued.
Does Dr. Martens deliver to BFPO or PO Box addresses?
Unfortunately, we are unable to deliver to a BFPO or PO Box address.
Does Dr. Martens deliver to the Channel Islands?
Unfortunately, we are unable to deliver to the Channel Islands.
How long will it take for my package to be delivered?
This will vary depending on when your order was received. Please visit our 'Delivery and Returns' page for full details.
Can I choose a delivery date and time?
Unfortunately, we cannot offer fixed delivery times. Please visit our 'Delivery and Returns' page for full details.
How can I track my order?
Please visit our 'Delivery and Returns' page for full details.
Does DPD deliver on weekends?
DPD does not delivery on Saturday or Sunday. Business days are Monday through Friday. So if you place an order for next-day delivery and it leaves our warehouse on Friday, it will be delivered on Monday, the next business day.
Please visit our 'Delivery and Returns' page for full details.
Why didn't my order ship the same day that I placed it?
We endeavour to despatch all orders received before 1.00 pm on the day of receipt. However, during SALE and busy times the order may be despatched on the next working day.
How do I cancel or change an order?
We want you to enjoy your Dr. Martens products as soon as possible. Therefore, once you click 'Confirm Order', your order information is immediately sent to our warehouse for processing. This means that we will not be able to cancel or make any changes once your order has been confirmed. Should you choose to return your Dr. Martens item(s) for any reason, please consult our Returns Policy.
Will I receive a refund for the postage if I return my order?
Returns fees are payable by the customer. For full details of our returns policy, please visit our 'Delivery and Returns' page.
Are all Dr. Martens covered by a 'For Life' guarantee?
No, this only applies to our 'For Life' guarantee applies to our 'For Life' collection. The guarantee means that when they wear out we will repair or replace them - for life!
Is there a comfort guarantee?
Feet come in a wide variety of shapes and sizes! Unfortunately, Dr. Martens cannot guarantee that every style will work for every person's feet. We suggest trying the shoes on when you receive them. You can return them if they don't fit as long as they are in unworn condition. We attempt to have a wide variety of styles available at all times so you are able to find something that will be comfortable for you.
Are Dr. Martens made using Pigskins?
No, we do not use pigskin to make any of our footwear, satchels or accessories.
Special Care of Soles Needed in Kitchen Environments
Dr. Martens 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. Martens soles are oil, fat, acid, petrol, alkali RESISTANT, but not PROOF.
Didn’t find the answer?
Contact our Customer Service Team, email firstname.lastname@example.org or call +44 1933 667082 Mon – Thurs 8.30am – 5pm and Fri 8.30am – 4pm GMT.