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Customer FAQS

ABOUT AFTERPAY

What is Afterpay?

Afterpay is an interest free service that allows customers the ability to make purchases now and pay for them in four installments, made every 2 weeks.

How do I use Afterpay?

Shop www.drmartens.com/us/en and checkout as usual. At checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details (Visa, Mastercard, or AMEX). If you’ve used Afterpay before, just log into your Afterpay account and complete your order -- it’s that easy!

Please note, all items in your shopping bag must be eligible for Afterpay, and the order value must be between $50 and $1,000.

Are there extra fees when I use Afterpay?

Afterpay is always interest free. There are no fees associated with the account as long as installments are paid on time, according to the payment schedule (provided at the time of order approval). If you are overdue a payment, Afterpay automatically applies a grace period, without you having to do anything. This means before a late fee is added, you are given a grace period (usually 10 days unless otherwise noted on the payment schedule) to make a payment before a late fee is assessed. Late fees are incurred if payment is not made within the disclosed grace period timeframe.  

If paying the installment within the grace period, you will still receive an SMS stating that the payment failed, as well as a reminder about the payment due date. Although a grace period is provided this impacts the late fee assessment only, the Afterpay system reviews customer repayment history for future purchases, so we encourage payment of your installment as soon as possible. 

Where can I find out more about Afterpay?

For more information, visit Afterpay’s FAQ page here. If you have a question about your Afterpay account, please contact the Afterpay toll-free Customer Support line at 855-289-6014 or submit a question here.

ORDER ELIGIBILITY

 

Is there a minimum that I must spend in order to use Afterpay?

Your cart must exceed $50 in order to use Afterpay at checkout. 

Is there a limit to how much I can spend on a single transaction using Afterpay?

Yes, your bag value must be between $50 and $1,000 to use Afterpay with www.drmartens.com/us/en. Your first order, however, may have a lower maximum value. You will receive an instant approval decision on your order at checkout. Afterpay and www.drmartens.com/us/en are committed to responsible spending. Several factors are taken into consideration to determine order approvals. Not all orders will be approved. 

Can I use Afterpay if I’m an international customer?

Afterpay is only offered to customers who have a US billing address, a US Visa or Mastercard (credit or debit card), and a US mobile phone number. Customers with international billing addresses and/or phone numbers will not be able to set up an account with Afterpay.

Is there a minimum age requirement for using Afterpay?

Afterpay is only offered to customers over 18 years of age. 

What products are not eligible for purchase using Afterpay?

Afterpay is not available on purchases of gift cards or e-Gift cards and may be unavailable on additional products. If your order contains gift cards and other eligible products, you will need to purchase your gift cards separately.

PAYMENT SCHEDULE

 
How does the payment schedule work?

In most cases, customers are required to make their first payment at the time of purchase. The remaining three payments are due every 2 weeks in equal installments and will be drawn from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log in to Afterpay to make your payments early. 

You can log in to the Afterpay account anytime to view the payment schedule or make a payment before the next due date.

Will I be notified when a payment is due?

Yes, Afterpay sends payment reminders via SMS and email prior to your installment due date. You can view your order(s) and payment schedules on Afterpay.com or in the Afterpay App.

Can I pay early?

Yes, you can make payments any time through your Afterpay account before the scheduled due date. Just click on the installment that you would like to pay early and select ‘Pay Now.’

Can I move or change payment due dates for an order?

To request an adjusted payment schedule, contact Afterpay’s Customer Service team Afterpay’s Customer Service team to review your account and determine eligibility. Not all requests can be accommodated.

Phone Number: 855-289-6014
Standard hours: Monday through Saturday 7AM to 7PM (CST)

RETURNS & EXCHANGES

 
How do I return or exchange an item purchased using Afterpay?

Afterpay returns follow the standard Dr. Martens return process. If you return an order made through Afterpay for the first time, it can be confusing, as you may expect the entire payment schedule for your order to be readjusted to reflect the new order value.

Once the refund is processed by www.drmartens.com/us/en it automatically drops through to Afterpay, and your payment installment plan is adjusted to reflect the new total order value starting with the last payment installment and working backwards.

Therefore, you may find that your payments that are the furthest out, have been reduced to zero, and the closest payments remain at the original value.


If you further questions regarding your payments, please contact AfterPay's Customer Service team.


If you further questions regarding AfterPay, please contact AfterPay Customer Support.