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Taking care of customers and employeesOpen as usualExtended returns policy

COVID-19 FAQ

What measures is Dr. Martens taking to support its employees and customers?

 

We recognise this is a difficult and uncertain time for our colleagues and wearers. Our priority is their health and safety, and we're doing all we can to minimise the potential spread of the virus.

Our stores in Europe (including the UK) are now closed until further notice, following the latest advice from government and health authorities. We've asked all other store leaders to continue making contingency plans for the safety and wellbeing of our customers and staff. We've enhanced cleaning schedules at our workplace and retail environments, and antibacterial gels have been made available wherever possible. We've also enhanced health and safety measures across our manufacturing sites and distribution centres.

Head office employees have been equipped with all the necessary tools to work from home. Employees who have been advised to self-isolate and who are unable to work from home, such as our cobblers or distribution centre staff will be paid.

We're closely monitoring updates from local governments, health authorities and the World Health Organisation to ensure we are up-to-date with the latest advice on how we can best support our customers and employees.

Can I still purchase Dr. Martens products online?

Yes, our online store is open as usual.

I’ve ordered a product online; will it be impacted by the virus?

Our website is running, and our team is working hard to ensure that orders are processed as usual.

I made a purchase online but can't return as my country is in lockdown, what should I do?

All online purchases made on or after 15th February can be returned up until 30th June.

 

I made a purchase in store that I wish to return but my store is now closed, what can I do?

Due to the current situation we are extending our returns. All purchases made instore on or after the 17th February can be returned up to 14 days after our last store reopens.To be kept up to date as stores reopen, please sign up to our newsletter.

My local store is closed. Is this because an employee at the store contracted Coronavirus?

No, that is not the case.

We have taken the decision to close the store due to the heightened risks and concern around the Coronavirus outbreak and following the latest advice from government and health authorities.

We're sorry if this has caused you any inconvenience, but the health and wellbeing of our customers and our teams is our top priority.

Our website is operating as usual.

When will my local store be open again?

We are currently following advice from local government and health authorities, and our stores in Europe are temporarily closed. We cannot confirm when a store will reopen at this stage. Our online store is open as usual.

We’re sorry for any inconvenience this may have caused, but the safety of our customers and our colleagues is our number one priority.

Are Dr. Martens factories in the UK and Asia still open?

Our factories are up and running as usual.

Across all of our working locations, we're taking increased health and safety measures to ensure that we protect our colleagues and our consumers.

Compulsory handwashing is in place across our factories and distribution facilities, and we have taken steps to enhance the cleaning schedules of our workplace and retail environments. Antibacterial gels have also been made available wherever possible.

Are your retail employees receiving paid leave while a Dr. Martens store is closed?

Yes we have made the decision to close our stores from 17-29 March. Employees who work in our stores that are closed will be paid during this time.

If a Dr. Martens employee is forced into self-isolation, will they be receiving paid sick leave?

In the instance that any of our employees are required to self-isolate, we will support their wellbeing and the health of those around them.

Employees who have been advised to self-isolate and who are unable to work from home, such as our factory or distribution centre staff, will be paid.

What specific steps are you taking to ensure a Dr. Martens store is adequately disinfected?

Across all of our working locations, we're taking increased health and safety measures to ensure that we protect our colleagues and our consumers.

Compulsory masks and handwashing have been issued across our factories and distribution facilities, and we have taken steps to enhance the cleaning schedules of our workplace and retail environments. Antibacterial gels have also been made available wherever possible.

To what extent is Dr. Martens working with the local authorities on identifying those who may have been exposed?

We are closely monitoring updates from local governments, health authorities and the World Health Organisation to ensure we are up-to-date with the latest advice on how we can best support the DM's community.

To protect our consumers and colleagues, we've temporarily closed our stores in Europe (including the UK) and the US until further notice. We've asked all other store leaders to continue making contingency plans for the safety and wellbeing of our customers and staff. We've enhanced cleaning schedules at our workplace and retail environments, and antibacterial gels have been made available wherever possible.

Head office employees have been equipped with all the necessary tools to work from home. Employees who have been advised to self-isolate and who are unable to work from home, such as our factory and retail staff, will receive paid sick leave.

In the event that an employee has travelled to a heavily impacted area or been in contact with someone who has returned from these regions, they have been instructed to reach out to their team leader or HR head so that they can formulate a contingency plan.