Frequently Asked Questions
Where is my order?
Please be assured your order is with us. You will receive an email with your tracking number once your order is packed and dispatched.
Orders will be delivered within 5-7 working days from the date your order is dispatched.
If you have an account with us you can retrieve your shipped date and tracking number by going to your order history. This will appear once it’s been shipped.
We recommend you open an account with us in order to be able to see the status of your order.
No, we can also place an order over the telephone; however this is only available for UK delivery. To place a phone order with us, please call 0845 437 3141. To make sure we select the correct item/s please have the product code/s ready. We are also happy to help with any information you require about the products you are about to order.
We will still send you email updates about the status of your order and information about your delivery.
Our phone order service is open 8.00 - 18:00 - Mon- Fri GMT.
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.
We do not limit the number of items you buy; however if the total value of your shopping basket is very high, our Bank may hold your transaction for our approval.
To ensure you can order any product we have in stock, some items may shipped from different locations. Don’t worry, if this happens, we will let you know as soon as possible and you’ll still receive tracking information about your deliveries, they may just be sent to you seperately. In such cases, you will not have to pay anything more for shipping.
Usually, your order will be sourced from the same warehouse and delivered together. However, to ensure you can order any product we have in stock, some items may be shipped from different locations.
If that's the case, you will not have to pay anything more for shipping and you will receive two different emails with your tracking numbers once your products are packed and ready to be dispatched. Once your order is on the way you will get further information for each delivery from our courier service.
To track your order, please follow the steps in your packing confirmation email.
Absolutely! In fact, it's statistically safer to use your credit card over the Internet than in a restaurant or department store. Dr Martens UK Online Store servers use Secure Sockets Layer (SSL), this encrypts and protects the data you send to us over the internet.
We accept most major credit cards such as Visa, Visa Electron, MasterCard, and Delta. We can also accept PayPal payments.
In order to protect our customers from fraudulent transactions, we use a high security payment method.
There are a few reasons why your card may have been declined, some of those reasons are:
If you are still unsure as to why a payment cannot go through, please do not attempt to re submit your payment, as it will send multiple Authorisation requests to your Bank and place a hold on your funds. For further details, please contact our Customer Service Team and we will be happy to help.
- Invalid Billing address - If the billing address entered differs from the address that your Bank has on record, this can cause the transaction to be declined. This includes, house number, postcode, street name. Please contact your your credit card company to check the address they have on file for AVS (Address Verifitcation System) purposes.
- Invalid card number - Please check that your card number is correct, this should be entered with no spaces.
- Invalid security code - This is the last 3 digits on the back of your card, please make sure that this is correct.
- Invalid Issuing country – We are not able to take payments from countries that we do not ship to. Please make sure that you are using the correct card.
Don't worry, if you have Pending Payments in PayPal; no funds have been transferred to us and no payments are being held in your PayPal account. If the Payments are showing the status "Pending" then it is likely that the order has been rejected.
Please get in touch firstname.lastname@example.org and confirm the email address that your PayPal account is registered to, what country you are emailing from and also the PayPal Transaction ID. We can then raise this issue with PayPal to see if they can void the pending payment.
PayPal is a safe and fast way to Pay Online and is one of the world's largest internet Payment companies. Firstly, you will need to create a PayPal account, which you can do on the PayPal website.
PayPal eliminates the need for you to re enter your card details everytime you purchase from us.
You can then select PayPal as a payment method at the end of the checkout process and enter your PayPal account details. While the payment is processing, please do not refresh or exit the page as this could cause issues with the transaction.
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.
All prices are displayed on the Website in pounds sterling and are inclusive of VAT at the applicable rate. However we do not charge VAT on Selected Industrial Products.
ALL orders placed on drmartens.com/UK are currently charged in sterling (GBP). For European customers; the amount may vary in Euros due to exchange rates.
Unfortunately, we are only able to despatch an order once the payment has been made. We are not able to accept Cash or Cheques when your order is delivered.
All you need to do is Click LOGIN/REGISTER at the top right of the homepage (or follow the REGISTER instructions on the checkout page) Fill in the NEW CUSTOMER details and create a password to keep your account secure. You can now start shopping
Unfortunately Gift Vouchers are not available online or in store at the moment. Please sign up to our Newsletter for the latest News and Offers.
Please check that the code is entered exactly as it is shown on the promotion, including upper or lower case etc. Please also check the Terms and Conditions for the expiry date and rules, when using the code.
If you are still having trouble applying your discount code to your order, please contact our Customer Service Team with details of the code that you are trying to use.
It’s very simple! Once you have added the item/s in your basket, go to CHECKOUT and enter the valid code into the box “DO YOU HAVE A DISCOUNT CODE?” Click “OK”.
- Only one code can be used with each order
- You cannot apply a discount code after the order has been placed.
- Terms and conditions can change for each code so please check this when you receive a new code.
Your total will be updated to show the discount applied.
We run different promotions online and in our Dr Martens stores, please check the terms and conditions of the offer.
We are sorry that this has not come through! Order confirmations can sometimes go into your Spam folder or you may have entered the wrong email address.
If you are unable to find your confirmation email then please call or email our customer services team.
You may have checked out as a Guest and created an account afterwards. The order will therefore not show in your account. If you have an order number then don't worry, you will receive email updates from us through your orders progression.
If you have not got an order number, then please contact our customer service Team with your Payment details, as your order may have been declined.