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RETURNS INFORMATION

Frequently Asked Questions

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.

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.

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 instore on or after the 17th February can be returned until the 15th July. To be kept up to date as stores reopen, please sign up to our newsletter.

I made a purchase online but can't return as my country is in lockdown, what should I do?

All online purchases made between 15th February and 31st May can be returned up until 30th June.

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.
 

You will receive an email once the item has been received and inspected. Your refund will be issued back to the original payment method.

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 3-7 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.

I need to return with 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. You can also call us to place an order if the delivery is in the UK.

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.

What is your returns policy?

If you are not happy with your item/s, and purchased them on or after 15th February you can return them to us for a full refund up until 30th June, 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.
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 +?

Collect+ is a UK only, convenient way to return parcels at over 5,000 local shops and most are 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 parcels progress back to us. We do advise that you keep hold of this tracking code until you have confirmation that your return has been received.

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

It's no problem, you can print a new label 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 received.