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COVID-19 FAQ

What measures are you putting in place to protect staff and customers in-store?

 

As always, the safety of our teams and customers is our number one priority. Our stores are following the local government safety guidelines on social distancing and limiting numbers as well as providing hand sanitiser for all shoppers (gloves will be available if hand sanitiser cannot be used by customers). If you’re visiting one of our stores, please keep an eye out for signs outside for full details, and respect the safety measures when shopping. We’ll also be running an enhanced cleaning schedule in all our stores.

Can I return an online purchase to my local store?

Please return any unwanted online orders to our warehouse via post, where they will be cleaned and processed safely. You can download a Returns Form here.

Are you taking extra measures to keep your stores clean?

We’re taking every precaution to ensure our stores are safe for our teams and shoppers. Each store will be deep cleaned every day before opening and cleaned hourly throughout the day. Till points will be wiped after each customer is served, and we’ll also be providing hand sanitiser for all shoppers (gloves will be available if hand sanitiser cannot be used by customers). Disposable socks will also be provided for visitors to try on any footwear.

Have store opening times changed?

Due to the ongoing COVID-19 outbreak, some store times may have changed. Please see our Store Finder page for the latest updates.

What social distancing measure will be in place in-store?

The safety of our teams and shoppers is our number one priority, and we’ll be following the local government guidelines on social distancing and limited numbers. If you’re visiting one of our stores, please keep an eye out for signs outside for full details, and respect the safety measures when shopping.

I purchased something in store prior to it closing, can I still return it?

We’ve extended our returns policy to give our shoppers a chance to return their store-bought products. Purchases made on or after 17th February can be returned in store until 15th July. Please note, you can only return store-bought products to our store. Online purchase should be returned to our warehouse via post, where they will be cleaned and processed safely. You can download a Returns Form here.

Will I have to queue to get into the store?

In order to maintain social distancing measures, we’re limiting the number of people allowed in our stores at any one time, and this may mean you have to queue to get in. We apologise for any inconvenience, but the health and safety of our teams and customers is our number one priority at this difficult time.

Will it be safe to try on your products?

We're taking every precaution to ensure our products are safe to try on. Shoppers are encouraged to use sanitiser and wear gloves when they enter the store, and disposable socks will also be provided to try on any footwear.

I can see some stores have reopened but my local store hasn't, why is this?

Our stores are reopening in line with government advice on when it is safe to do so. Please keep an eye on our Store Locator page for the latest updates in your area.

Will I be able to pay using cash in-store?

To minimise contact and follow social distancing measures, we can only accept card payments at this time. We apologise for any inconvenience, but the health and safety of our teams and customers is our number one priority.

What if I paid with cash and now want a refund?

To minimise contact and follow social distancing measures, all refunds will be made by card at this time. We apologise for any inconvenience, but the health and safety of our teams and customers is our number one priority.

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.

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 some 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. Please sign up to our newsletter to be the first to hear when our stores reopen.

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 hand washing 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.

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 in-store 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.

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 well-being 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 hand washing 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 well-being 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.