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RETURNS INFORMATION

Frequently Asked Questions

 

Please note we are currently experiencing a high volume of returns and therefore it may take slightly longer for your refund to reach you. Unwanted online orders will be cleaned and processed safely, and it usually takes an additional two days to complete this operation. Please bear with us and only contact us if it has been 14 days since we received your order.

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 where stores are closed. All purchases made in a closed store can be returned up to 30 days after the store reopens. To be kept up to date as stores reopen, please sign up to our newsletter.

How to return my order?
How long will my refund take?

We aim to refund within 14 days from receipt of returns in our warehouse. Refunds will be made to your original form of payment.

We will send you an update email when the refund has been processed, confirming the amount and order number. Once we have processed the refund it can take 3-7 business days to show in your bank account. Please send your return via a tracked service and allow 21 days before contacting us for an update on the status of your return.

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.

What is your returns policy?

We have extended our returns period. Purchases made between 30th October and 24th December will have until 31st January to return product.

Please note that the shipping costs in case of return are covered by the buyer.

Our returns Policy:

  • The items should arrive unworn and in the original packaging. Please try any footwear on indoors to avoid marks and scuffs. If we receive an order that is not in a re-saleable condition, the item/s may be sent back to you.
  • Returns need to be packaged securely to avoid any damage, as you are responsible for the item/s until they arrive with us.
  • All clothing and accessories must be returned unworn with all packaging and tags attached.
  • We do not exchange items unfortunately, so all orders will be inspected and processed for a refund. If you would like a new size/style, please place a new order on line.
  • We advise that you keep hold of your Proof of Postage until you have confirmation that the return has been received.
  • Unfortunately you are not able to return your item/s to any Official Dr Martens Stores and they must be returned directly to us at the address mentioned on the return label
  • We will send you an email when the order has been received and when the items have been refunded.
  • Please note that the shipping costs in case of return are covered by the buyer.
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.

Do I need to return the free gift with my items?

We ran a free gift with any footwear order promotion on 27th November 2020. All orders including an item of footwear placed on that date qualified for a free pair of socks. If you wish to return your order, you may keep your free socks – these are our gift to you! For full terms and conditions click here.

Can I return my order to a Dr. Martens store?

Unfortunately no, we cannot process on-line returns in store. Please use our easy on-line return process in order to receive your refund.

What happens if I receive a faulty item/s?

We are so sorry to hear that you have received an incorrect/faulty product. Please contact us as soon as possible and we can help you sort this out.

You can also return the item/s for a full refund using our normal Returns Process if you would prefer to do this.

I have received part of my order but am still waiting for some items. What do I do if I want to return something?

If you need to return just a part of your order, simply follow our normal return process using the return form included in your parcel. If you wish to return several or all the products you have ordered, we advise you to pack the products you wish to return together in order to only pay once for the return shipping costs. Just make sure to place all the relevant return forms in your package.

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 the form

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.