Customer Support

FAQ'S

• Why are my DM’s tight?

  That’s totally normal. The perfect fit should feel tight around your foot, especially across the top, and your foot should sit back against the boot with as little movement as possible.
  
  If you’re wearing laced boots, try lacing them up as tight as possible to pull your foot back and keep it in place. If you leave your boot loose, you’ll fall forward in it which can add pressure to the tongue and be uncomfortable.
  
  If you do this and still feel that you’re slipping at the heel then we’d suggest trying a heel grip. But if that makes the boot way too tight, then try going up one size and adding an insole. And if this doesn’t help, you might want to try a Chelsea boot for an easy on, easy off fit.

• What if the person I’m buying a Doc’s gift for doesn’t like it?

  They can always bring it in-store for an exchange or you might want to consider a gift card. You could even grab some laces, socks or shoe care and create a DM’s gift box. Then they can choose a style they love online or in-store.

• This style isn’t what I thought it would be?

  Our silhouettes can look different in person, so we’d always recommend checking the product page online for photos of people wearing them. Or you can visit us in-store and we can pick some options out for you based on your footwear shape or the particular look you’re going for.
  
  You can also always check out our style guides which cover everything from boots to festivals.

• Can I return my order in-store?

  We accept returns online and in-store. We accept returns at all of our Dr. Martens stores, excluding Outlets and Republic of Ireland stores. Please note, stores can only accept regular returns in their original condition and packaging, 30 days from receipt. We currently don't offer exchanges for online purchases, so if you want to swap your size or colour, we'll need to process a refund to your original payment method. You can then purchase the correct item separately.
  
  For more information, check our returns page.

• How do I break in my Doc’s?

  Leather, heat, pressure and moisture are the 4 things that break in leather. Luckily, your feet provide the pressure and our Wonder Balsam can provide the moisture. We suggest applying a thin layer of Wonder Balsam to your DM’s every few days and wearing thick socks to protect your feet from the infamous break-in.
  
  When you aren’t wearing your boots, make sure you stuff them with something sturdy but breathable — like newspaper — so that the leather doesn’t shrink when it cools back down. We’d also recommend keeping them somewhere warm.
  
  Discover more break-in tips from our Boot Doctor.