EU Return Instructions

To Make a Return: "If you created an account when you placed your order"

1All returns must be authorised, please login to your account. 

2Click "Order History" to review your order(s), and click on the "Request Return" button next to the appropriate order.

3Select the item(s), and quantity you wish to return from that order. Enter your return reason. Once all information has been entered, click “Return”

4The return authorisation is now confirmed and logged on your account. You can print this page for your information only.

5Remove all labels on the parcel and securely attach the return address label provided with your order. PLEASE NOTE: If you no longer have the address label provided with your order you can download a generic label here - EU Label. Please ensure that you write your ORDER number on this label prior to posting.

6. Return your item/s back to us. We advise using a form of registered/recorded post, this will enable you to track your return if needed. We are not responsible for the return until we have received it.

7. You will receive a confirmation email when your account has been credited. 

 

To Make a Return: "If you checked out as guest or placed your order by phone"

1All returns must be authorised, please click this link to Submit a Return Authorisation

2Enter your First and Last Name, and your email address OR Order number. This will bring up your personal order history for the past 60 days.

3Select the Order number you are returning, click “Request Return”.

4Select the item(s), and quantity you wish to return from that order. Enter your return reason. Once all information has been entered, click “Return”.

5Your return authorisation is now confirmed. You can print this page for your information only.

6. Remove all labels on the parcel and securely attach the return address label provided with your order. PLEASE NOTE: If you no longer have the address label provided with your order you can download a generic label here - EU Label. Please ensure that you write your ORDER number on this label prior to posting.

7. Return your item/s back to us. We advise using a form of registered/recorded post, this will enable you to track your return if needed. We are not responsible for the return until we have received it.

8. You will receive a confirmation email when your account has been credited. 

 

IMPORTANT RETURN INFORMATION

• For regular orders you have 14 days from the day you received your order to initiate a return. Returns outside of this may be accepted at our discretion.

• We are unable to make exchanges. Please return the order for a refund and if you require an alternative size or style please place a new order.

• If you receive an item that is not in perfect condition or is incorrect please contact our Customer Service Team immediately. 

• All footwear must be tried on indoors only until you are certain you are keeping them. Shoes should be returned unmarked, unworn and in their original, undamaged shoe box as this is considered part of the product. Footwear that is returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to you.

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

• All returns are refunded in Sterling (GBP). For European customers, the amount may vary in Euros due to exchange rates.

• All refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

• Our pre-paid return label only applies to UK customers only. All European customers are advised to use a registered/recorded postal service, Dr Martens is not responsible for any return until it has been received at the Online Returns address; 

Online Returns Department
AIRWAIR INTERNATIONAL LTD
60 SCALLEY WAY
WARTH PARK
RAUNDS
NN9 6RJ 

 

CANCELLING YOUR ORDER UNDER THE DISTANCE SELLING REGULATIONS

For customers within the EU, under the Consumer Protection: Distance Selling Regulations 2000 (DSR’s), you have the right to cancel your order within seven working days of receipt. 

You must provide notice in writing to cancel the contract for your entire order under the DSR’s within seven working days of receiving your items. Either email contact@drmartens.com or write to us at: 

 

Contract Cancellation Notice
Customer Service Department
Airwair International Ltd
Cobbs Lane
Wollaston
Northants
United Kingdom
NN29 7SW

 


On receipt of your notice of contract cancellation, customer care will email you a Returns Authorisation (RA). Please ensure that you return the order with this Return Authorisation (RA) number.

You are responsible for the goods and are liable for any loss or damage until we receive the cancelled order at our Warehouse, we advise that you insure the goods and use a secure, traceable postal service and return to the below address;

 

Online Returns Department
AIRWAIR INTERNATIONAL LTD
60 SCALLEY WAY
WARTH PARK
RAUNDS
NN9 6RJ 

 

Please retain proof of sending, in case of a dispute. 

Please note that you must cover the cost of the return shipment. 

All items must be returned unused, in their original condition and from the country that the order was delivered to. 

We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. 

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