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RETURNS INFORMATION

The Docs don't fit? No Problem. We have extended our returns period. All online purchases made between 5th November and 24th December can be returned up until 31st January.

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.

Can I return an online purchase to my local store?

Our stores are unable to accept any online returns. 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.

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 in a store, which then closed, can be returned up to 30 days after the reopening of the last UK store. 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.

How do I 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 an order 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 in our warehouse. Please note that we are not able to offer exchanges and our stores cannot process online returns. Please return your unwanted item for a refund and place a new order for the item you do want.

Return your item for free with Royal Mail

  1. Please fill out the returns form received with your order and choose a return reason code from the list of options. Please enclose it in your parcel.
  2. Scan the QR code on the right with your phone or visit www.royalmail.com/track-my-return/create/3777 to generate your pre-paid returns label. This will be sent to you via email.
  3. Print off your Royal Mail label and attach to the outside of your return and take it to your nearest drop off location. Your local Post Office can also print off your label for you, using the QR code on your generated label. Please check that your nearest location has printing facilities. Keep your returns receipt so you can track your parcel online.

Return your item for free with Collect+

  1. Please fill out the returns form received with your order and choose a return reason code from the list of options. Please enclose it in your parcel.
  2. Scan the QR code on the right with your phone or visit www.collectplus.yodel.co.uk to generate your pre-paid returns label. This will be sent to you via email.
  3. Print off your Collect+ label and attach to the outside of your return and take it to your nearest drop off location. Your local Collect+ point can also print off your label for you, using the QR code on your generated label. Please check that your nearest location has printing facilities. Keep your returns receipt so you can track your parcel online.

You will receive an email once your return has been processed and your refund issued. Please allow up to 14 days from the date of receipt in our warehouse for this process to be complete. Your refund will be issued back to the original payment method. If you require any further assistance please email us at contact@drmartens.com .

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 5-7 business days to show in your bank account. Please send your return via a tracked service (make sure to keep hold of your proof of postage) and allow 14 days from the day your return has reached the warehouse before contacting us for an update on your return.

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 need to return my Docs but I haven't bought them directly from you. What do I do?

If your Docs were bought from another retailer, please contact them directly with your proof of purchase. Your Docs should be covered by the retailer's return/warranty policy and they will be able to advise you if they can refund or replace your product.

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.

How will I know I have been refunded?

Once the goods have been received and processed by our returns team we will action your refund. When this has been done we will then send an email notification, confirming the amount and order number. Please note that we do not send out a confirmation email when it has been received at the warehouse, only when the refund will be issued (within 14 days from receipt). You can check the tracking number on your proof of purchase to track the return.

What is your returns policy?

Items purchased online can be returned within 30 days of delivery. In store purchases, can be returned up to 30 days after the last UK store reopens.

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.
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 returned part of my order but have not received a refund for my shipping?

We will only refund your original shipping cost if the whole order is returned to us. If you return part of the order, we will only refund you for those items.

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 the entire order or just a part of it, simply follow our normal return process using the FREE return label included in your parcel (UK only). You don't need to wait to receive your entire order.

What is Collect + delivered by Yodel?

Collect+ delivered by Yodel is convenient way to return parcels to thousands of local shops open from early until late, 7 days a week. You will receive proof of postage and an online tracking code so that you can follow your parcel’s progress back to us. We do advise that you keep hold of this tracking number until you have confirmation that you return has been received.

I have lost my returns form, how do I get a new one?

That's no problem, you can print a new form using the link below:

CLICK HERE to download UK Form
You can also print a new Collect Plus label directly from www.collectplus.co.uk/retailers

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 processed.