Frequently Asked Questions
There are a few reasons why your card may not have gone through. A vast majority of the time, a card is declined because the billing address entered for the card does not match what the issuing bank has on file for the billing address, most commonly called the “Master address” or “AVS address” (AVS: Address Verification System); this address may differ from the one on your statement. When placing an order, please confirm the billing address associated with the card being used.
In the event of a declined card, you may see pending charges on your account statement. These are authorization holds placed by your bank when the transaction is attempted, and the funds held will not be removed from your account. Pending authorization holds typically clear from an account in 1-5 business days, but most banks require 2-3 business days; some credit unions can take upwards of 10 business days to clear authorization holds. This process can sometimes be expedited by contacting your bank.
If you are unable to resolve card declination issues, you are welcome to order by phone, or with a PayPal account. These payment methods typically use different means of verification, and can often be successfully processed when your valid card has been declined on our website.
Yes, Dr. Martens does collect sales tax in states that require online retailers to collect sales tax on orders shipped into that state.
The tax rate applied will be based on the type of item purchased and will be the combined state and local rate for the address to which your order is shipped.
Once you have added the item(s) to your cart, go to VIEW CART or CHECKOUT and click the “HAVE A PROMO CODE?” link to the right of the page. Enter your code and select “Apply” -- your total will be updated to display the promotional price. Please note that only one code can be applied to each order, and the terms and conditions of each code may vary. Please check the terms and conditions of your promo code if you are having difficulties applying it to an order.
There are many benefits to an account, such as:
- View your order history
- View the status of your recent orders
- View tracking details for your shipped orders
- Re-print invoices
- Save and edit address and contact details for quick and easy checkout (please note that this will not apply retroactively to orders already placed)
- Take advantage of discounts and promotions if you are signed up to our newsletter
You can create an account here.
All you need to do is click SIGN IN / REGISTER at the top right of the homepage (or follow the registration instructions on the checkout page), fill in the new customer details and create a password to keep your account secure.
You can change your account information by clicking on SIGN IN / REGISTER at the top right of the homepage and entering your login information. You can update your:
- Email address
- Account name
- Billing / shipping information
All changes will be saved and applied to your future orders.
Completely secure. Dr. Martens eCommerce is committed to protecting the security and privacy of your information. For details on the security of your transactions please see our Privacy page.
Don’t worry! You can use the Forgotten Password form on our SIGN IN / REGISTER page. Enter your email address and click “send email”; we’ll send you an email with a link so that you can reset your password. This link will expire after 30 minutes.
If you are still unable to access your account, please contact our Customer Service team.
Unfortunately, no. However, you will receive an order confirmation if an email address is provided during checkout, as well as a shipping confirmation once the order is dispatched. If you aren’t receiving these emails, it may be that you have entered an invalid email address or that your email provider is filtering them into a spam / junk mail folder.
If you are unable to locate any expected emails, please contact our Customer Service team.
You can subscribe to our newsletter by submitting your email address in the “Sign up for gigs and sales” section at the bottom of our homepage, or by using the homepage pop-up that will appear when you enter our site for the first time. Alternatively, you can opt to receive our newsletter when creating an account.
If you would like to stop receiving newsletters from us, you may unsubscribe through the links at the bottom of any of our newsletter emails.
You will need to contact our Customer Service team with the following details:
- Full name (on account)
- Full billing address
- Registered email address
Once we have these details, we can disable your account. We will retain your order history, and your account can be reactivated at any time.
Unfortunately, once an order has been confirmed and placed, we are not able to link a guest purchase with a user account.
You may have checked out as a Guest and created an account afterwards. In this case, the order will unfortunately not show in your account. If you have received an order confirmation number -- and provided an email address -- you will receive email updates on the status of your order. If you have not received an order number, please contact our Customer Service team, as your order may have been declined.
We are available to assist with placing orders by phone at 1 800 810 6673. Our staff is available Monday through Friday, 6:00 AM to 5:00 PM Pacific time, and Saturday 7:00 AM to 2:00 PM Pacific time. We are happy to provide additional information you may need about products you are about to order.
Please contact us as soon as possible once you realize a change needs to be made. We will make every effort to get you the right product in the correct size. However, as we try to ship orders as quickly as possible, we may not be able to facilitate any changes.