UK Return Instructions

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

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

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

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

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

5. You now have two options to return your item(s), both FREE and EASY:

Option 1) Return at a collect+ store 

Option 2) Return at the Post Office 

Collect+ is a convenient way to return parcels at over 5,000 local shops and most are open from early until late, 7 days a week. You will receive proof of postage, and an online tracking code, so that you can follow your parcel's progress back to us. 

1. Write your order number on the collect+ label that was included in your package. (if you do not have a collect+ label, please contact customer services on 0845 437 3141)

2. Securely attach the label to your parcel ensuring that the barcode is clearly visible and that any other delivery or returns labels have been covered or removed from the packaging. 

3. Drop your parcel off at any local store offering the collect+ service (find a drop off point) where you will be given a receipt and tracking code. You can then track your parcel at www.collectplus.co.uk/track

Please note, you must attach a returns label before taking your parcel into a CollectPlus store. CollectPlus will not accept responsibility for parcels handed into a store without a Dr Martens CollectPlus returns label. 

 

1. Write your order number on the address label provided on the bottom of the Returns Form which was included in your order. 

2. Securely attach the label to your parcel

3. Take the package to your local Post Office for your pre-paid return. Please ask for a receipt as proof of postage.

If you have lost your returns address label, please click here UK Label.

6. 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"

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

2. Enter 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.

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

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

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

6. You now have two options to return your item(s) both are FREE and EASY:

Option 1) Return at a collect+ store 

Option 2) Return at the Post Office 

Collect+ is a convenient way to return parcels at over 5,000 local shops and most are open from early until late, 7 days a week. You will receive proof of postage, and an online tracking code, so that you can follow your parcel's progress back to us. 

1. Write your order number on the collect+ label that was included in your package. (if you do not have a collect+ label, please contact customer services on 0845 437 3141)

2. Securely attach the label to your parcel ensuring that the barcode is clearly visible and that any other delivery or returns labels have been covered or removed from the packaging. 

3. Drop your parcel off at any local store offering the collect+ service (find a drop off point) where you will be given a receipt and tracking code. You can then track your parcel at www.collectplus.co.uk/track

Please note, you must attach a returns label before taking your parcel into a CollectPlus store. CollectPlus will not accept responsibility for parcels handed into a store without a Dr Martens CollectPlus returns label. 

 

1. Write your order number on the address label provided on the bottom of the Returns Form which was included in your order. 

2. Securely attach the label to your parcel

3. Take the package to your local Post Office for your pre-paid return. Please ask for a receipt as proof of postage.

If you have lost your returns address label, please click here UK Label.

7. 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. Footwear 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 unworn with all packaging and tags attached.

• 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.

• We provide two FREE and EASY options to return your order; we strongly advise keeping the proof of postage receipt from either Royal Mail or Collect+ until you receive an email confirming your return has been processed. We are not responsible for any return until it has been received at the Online Returns address below; 

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.