*** We are currently very busy due to the time of year. Please allow from 5-7 working days for one of our agents to get back to you ***

Frequently Asked Questions

Sale refund policy?

When we receive your return, we will inspect the item/s and process the refund within 10 working days. We will send you an update email once your return has been received and another email when the refund has been processed. Once we have processed the refund it can take 3-7 business days for your bank to complete. Please be patient during the time of year due to the high volume.

How will I know I have been refunded?

Once your order has been received by our Returns Team, we will notify you via email. We will then send an email notification when the refund has been processed, confirming the amount and order number.

Extended return policy

If you order was placed on December the 1st or later then you fall into the extended returns period. This expires at the end of January 2018.

The SALE item I want is out of stock in my size, when will it be available?

Unfortunately we do not restock SALE and CLEARANCE items. These styles are usually from our previous seasons and will be discontinued.

Why is only one colour of a style on sale?

We take careful consideration into what styles and colours go into our sale. The reason behind a certain colours going in is because they are a seasonal colour for us, and will no longer be reproduced next season.

Can I use a discount code on sale?

Discount codes are not available to use on sale products or any other promotions.

The item was full price but is now on sale.

If the item you purchased has now gone on sale, we can refund you the difference back, but only if the size is still in stock. Due to how busy we will be, we encourage you to take a screen grab of this as we may pick it up once it’s sold out.

Can I exchange in store?

Unfortunately we cannot process on-line returns in store. Please use our easy on-line return process in order to receive an exchange or refund.

How do I return my UK order?

Before returning your item/s back to us you need to submit a return authorisation; this is done through your account. *If you do not have an account with us, please see "How do I register my return if I checked out as a guest?" above. This is available for ALL orders (Phone and Guest Checkout included). You will need to select the item/s you are returning and give the return reason/s.

For UK orders only we have 2 options that are completely FREE:


  1. Select the Collect+ label enclosed with your order. (If you do not have a collect+ label, you can re print one from
  2. Remove all old labels from the parcel
  3. Write your order number on the collect+ label and attach it securely to the parcel
  4. Drop your parcel off at any local store offering the Collect+ service (find a drop off point) Please ask for the receipt. You can then track your parcel at



  1. Select the correct ROYAL MAIL label provided at the bottom of the Return Form enclosed with your order (If you do not have the label, please click HERE to download a replacement. You must write your order number on this label for our reference)
  2. Remove all old labels on the parcel
  3. Securely attach the ROYAL MAIL label to your parcel
  4. Take the parcel to your local Post Office for your pre-paid return. Please ask for a receipt as proof of postage.
How do I return my EU order?

Before returning your item/s back to us you need to submit a return authorisation; this is done through your account. *If you do not have an account with us, please see "How do I register my return if I checked out as a guest?"above. This is available for ALL orders (Guest Checkout included). You will need to select the item/s you are returning and give the return reason/s.

You can use the return address label in your box, or send the items back to:

    Airwair International,
    Returns department
    60 Scalley Way
    NN9 6RJ

At this time customers based outside of the UK are required to cover the cost of the return. We advise that you use a traceable returns service to make sure that your order arrives with us safely.

We will notify you when your return has been received, but please keep hold of your postage receipt until you receive this notification.

Am I able to return my item for an exchange rather than a refund?

At the moment, we are not able to offer exchanges if the item does not fit you, or you would like a new style. Your order will be processed for a refund and you will need to place a new order.
If you have an account with us, it is easy to place a new order using the same address details as before, or by adding new details. You can also call us to place an order if the delivery is in the UK.

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 UK Form
You can also print a new Collect Plus label directly from

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.

Can I use a discount code in store?

We run different promotions online and in our Dr Martens stores, please check the terms and conditions of the offer.

How many items can I order?

We have a limit of 5 items per order.

What are my payment options?

We accept most major credit cards such as Visa, Visa Electron, MasterCard, and Delta. We can also accept PayPal payments.

How do I change currency?

ALL orders placed on are currently charged in sterling (GBP). For European customers; the amount may vary in Euros due to exchange rates.

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 DPD attempt to deliver; they will automatically return the item to us.

My order was declined. Will I be charged for this order?

No. When you enter your card details to pay for your order, your bank will automatically deduct the money from your account. This could cause pending charges to show in your account, even though the order has been declined. These funds will be automatically returned back to your account, usually within 3 to 5 working days, but the exact timeframe does depend on your card issuer and Bank. This may take longer, depending on your Banks policy.

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.

How do I clean my Dr Martens?

This would depend on the material that your footwear is made from. Most of our products will have cleaning instructions on the site. This can be found on the product page under the FIT AND CARE tab. If you are unable to find them or have any questions then please contact our Customer Service Team.