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 3-5 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.
For Royal Mail orders this will start with JV. All other orders are shipped with DPD.
We recommend you open an account with us in order to be able to see the status of your order.
We aim to process returns and credit your original payment method within 21 working days.
We will send you an update email when the refund has been processed. Once we have processed the refund it can take 3-7 business days for your bank to complete. Please send your return via a tracked service and allow 21 days before contacting us for an update on the status of your return.
There are many benefits when creating an account, such as giving you the ability to:
- View your order history
- View the status of your recent orders
- View tracking details for shipped orders
- Re print invoices
- Save your address and contact details for a quick and easy checkout
- Take advantage of discounts and promotions if you are signed up to our newsletter
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 our courier attempts to deliver; they will automatically return the item to us.
You can change your account information by clicking on 'LOGIN/REGISTER' at the top of the homepage, enter your e-mail address and password and your account information will be displayed.
You can update your:
- E-mail address
- Account name
- Billing/shipping information
All details will be saved and you can use them next time you order.
Completely secure. Dr Martens UK online store is committed to protecting the security and privacy of your information. For details on the security of your transactions, please see our privacy page.
Click on 'LOGIN/REGISTER' enter your e-mail address and your account info will be displayed. Select order history, and this will show all of your previous order numbers.
You can click VIEW to display your order details and select Print to print a copy of the invoice.
Don't worry, you can use the "Forgotten Your Password" link on our LOGIN/REGISTER page. Enter your email address and click "send email". We'll send you an email with a link so you can reset your password, this will expire within 30 minutes for security reasons.
If you are still unable to access your account, then please email our customer service team.
Yes, LOGIN to your account and go to "MY PROFILE". Please type your new email address and current password and click "SAVE UPDATES", your email address is now updated.
LOGIN to your account and go to ADDRESS BOOK. You can add a new delivery or billing address at the bottom of the page.
To avoid any payment issues, please make sure that your billing address is updated with any changes.
LOGIN to your account and go to "ADDRESS BOOK". You can choose the address you wish to use by clicking on SET AS DEFAULT. You can also edit or remove any addresses that are currently saved in your address book in this section of your profile.
You can subscribe to our newsletter by submitting your email address in the “SIGN UP FOR NEWSLETTER” section at the bottom of our homepage or, by using the homepage pop-up that will appear when you enter the site for the first time. Alternatively you can select to receive "News and Offers" when creating an account.
If you would like to stop taking advantage of our latest offers and updates, you can use the "unsubscribe" buttons at the bottom of any of our newsletters.
We are sorry to hear that you would like to close your account with us, you will need to contact our customer service team with the following details:
- Your full name
- Your full Billing Address
- Your registered email address
Once we have these details, we can disable your account. We won't lose your order history and we are always here if you would like to join us again.
Please contact our customer service team with the same details if you would like us to reactivate your account.
Unfortunately we do not have the facility to re-sole our footwear.
However if you are in the UK you can contact Timpsons Cobblers, who can replace our classic DM soles. Please contact Timpson's direct for information TEL: 0161 9466 219
No, this only applies to our 'For Life' collection. The guarantee means that when they wear out we will repair or replace them - for life.
For Life products come with a guarantee code and will have the For Life stamp on the sole.
*Please note from the 1st of April 2018, the For Life range will be discontinued. Dr. Martens will continue to honour all existing For Life guarantees on purchases made before the 1st of April 2018 and registered within 60 days of purchase. The For Life registration website will be deactivated on or about the 31st of May 2018.
The guarantee applies only to the FOR LIFE boots and shoes, all of which will have the words GUARANTEED FOR LIFE on the sole.
The guarantee covers the failure of any component, such as upper leather, stitched seams, eyelets, soles, welts, linings and reinforcements which has been subjected to normal wear and tear from non-industrial use and not unreasonably abused.
The guarantee will be active from the day on which the original owner activates his/her guarantee, to the end of that person's natural life.
We reserve the right to determine whether to repair or replace the footwear. If we deem a replacement necessary, discontinued or unavailable models will be replaced with a comparable model (excluding Made in England).
If you would like to make a claim for an exsisting pair place e-mail email@example.com with the following information
- Your FOR LIFE Unique Guarantee Code
- Your full name, current address and phone number
- Photos showing the wear on the footwear
When we have received your email and approved your claim, you will be required to pay the FOR LIFE administration fee. The fee is currently £20 for UK customers and €30 for European customers. You will be required to pay this before your replacement footwear is ordered. Please note that replacement footwear is subject to stock availability.
The guarantee is subject to English Law and is in addition to the owner's statutory rights.
HOW TO CARE FOR YOUR FOR LIFE PRODUCT
Without proper conditioning, even the finest-quality leathers, like those in the for life products, will eventually dry and lose their durability. Take the time to care for the leather - and you'll be rewarded with a pair of boots or shoes which will not only keep their looks, but last for years to come.
- Remove dirt with a damp cloth.
- When dry, apply a small amount of Dr. Martens Wonder Balsam to the leather, in an even layer, using the sponge provided. Ensure that the balsam is worked into the seams.
- Leave the wonder balsam to absorb for five minutes
- Remove any excess with a cloth