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Frequently Asked Questions

How long will my refund take?

 

Please note we are currently experiencing a high volume of returns and therefore it may take slightly longer for your refund to reach you. Please bear with us and only contact us if it has been 14 days since we received your order.

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 5-7 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.

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 3-5 working days from the date your order is placed.

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 end with GB. 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.

How does the UK Standard delivery work?

If you are choosing standard delivery, here's some more information to help you:

  • Standard delivery costs £3.95. You will however not be charged if your order is £50 or over.
  • You will receive a tracking number from our courier when your order is despatched.
  • During checkout, you are able to leave special delivery instructions, such as leaving the item with a neighbour or in a safe place.
  • If you are not available, then our courier will leave a calling card, where you can rearrange delivery or get information to collect your parcel.

Please note, during Sale and busy periods, deliveries may take longer.

Dr. Martens are not responsible for any parcels that go missing/are stolen as a result of the delivery instructions that are left for our courier.

How to return my order?

You can return your items for a refund in their original condition and packaging up to 30 days after receipt. If we receive a return that is not in a re-saleable condition, the item/s may be sent back to you. We will process your return within 14 days of receipt. You can return your items free of charge either via Royal Mail or Collect+ following the steps below.

 

Return your item for free with Royal Mail

  1. Using the returns form in your parcel, choose a return reason code from the list of options and enclose it in your parcel.
  2. Go to www.royalmail.com/track-my-return/create/3777 or scan the QR code from your returns form, to create a label and find your nearest drop off location.
  3. Print off your Royal Mail label, attach to the outside of your box and take to your nearest drop off location. Alternatively, your local post office can generate a label for you. Keep your returns receipt so you can track your parcel online.
 

Return your item for free with Collect+

  1. Using the returns form in your parcel, choose a return reason code from the list of options and enclose it in your parcel.
  2. Go to www.collectplus.co.uk/drmartens or scan the QR code from your returns form. Follow the instructions to create a return label, print it off and stick it on your parcel.
  3. Drop your parcel off at your local store offering the Collect+ service. Keep your returns receipt so you can track your parcel online.
 

Your refund will be issued back to the original payment method.

What is your UK return policy?

If you are not happy with your item/s, you can return them to us for a full refund within 30 days of receipt, using the free returns label included in your order.

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: Returns department, 60 Scalley Way, Raunds, NN9 6RJ.
  • All returns are refunded in Sterling (GBP). We will send you an email when the order has been received and when the items have been refunded.
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.

I have placed an order but have not received my order confirmation, has my order gone through?

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.

I have my item added to my cart, does this mean it's reserved?

Unfortunately, your order isn't reserved until your payment is processed. We recommend heading straight to the checkout if you're worried about your size selling out.

Can I amend/cancel my order?

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.

What if my order hasn't arrived?

We are sorry that your order has not arrived.

Please contact us with your order number and delivery details at 02039086901. We will be more than happy to look into this for you!

Please note that our opening hours are Mon - Fri, 8:00 - 18:00 GMT (this excludes bank holidays and weekends).

How does Pay later work?

Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost.

You can pay via credit or debit card at www.klarna.com/uk

What are the benefits to having a Dr. Martens account?

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
Which size should I choose when buying Dr Martens?

Dr Martens can differ in size, depending on the design, so it would depend on the style that you are buying. Unfortunately we do not hold measurements for all of the styles we produce.

We would suggest that you try the footwear on and if they are found to be unsuitable, we are more than happy to process a full refund providing that the order is returned in the required condition. You can then place a new order for the correct size. If you are between sizes, the you may benefit from using an insole in the larger size.

Alternatively you can use our Store Locater to find a store near you.

Will all styles fit the same?

No, Dr Martens can differ in size, depending on the design, so it would depend on the style that you are buying. Unfortunately we do not hold measurements for all of the styles we produce. Women’s footwear can be narrower than Men’s and Unisex footwear, just as Unisex footwear can come up larger.

As everyone’s feet are different, we would suggest trying the pair on to make sure that they are the perfect fit for you!