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COVID-19 FAQs

Are you extending your returns policy?

Due to the current situation we have extended our online and in-store return policy.

All purchases made in-store on or after February 17th, 2020 can be returned in-store with a receipt, up to 30 days after our stores reopen.

All online purchases made online from February 17th, 2020 - July 30th, 2020 can be returned up to 60 days instead of our current 30-day return policy.

What measures are you putting in place to protect staff and customers in-store?

As always, the safety of our teams and customers is our number one priority. Our stores are following the local government safety guidelines on social distancing and limiting numbers as well as providing hand sanitizer for all shoppers and requiring employees and customers to wear protective face masks. If you’re visiting one of our stores, please keep an eye out for signs outside for full details, and respect the safety measures when shopping. We’ll also be running an enhanced cleaning schedule in all our stores.

Are you taking extra measures to keep your stores clean?

We’re taking every precaution to ensure our stores are safe for our teams and shoppers. Each store will be deep cleaned every day before opening and cleaned hourly throughout the day. Cash wraps will be wiped after each customer is served, and we’ll also be providing hand sanitizer for all shoppers. Disposable socks will also be provided before visitors try on any footwear.

Have store opening times changed?

Due to the ongoing COVID-19 outbreak, some store times may have changed. Please see our Store Locator page for the latest updates.

What social distancing measure will be in place in-store?

The safety of our teams and shoppers is our number one priority, and we’ll be following the local government guidelines on social distancing and limited numbers. If you’re visiting one of our stores, please keep an eye out for signs outside for full details, and respect the safety measures when shopping.

Will I have to wait in line to get into the store?

We’re following local government guidelines on social distancing and this may include limiting the number of people allowed in our stores at any one time, and potentially, lining up outside the store. We apologize for any inconvenience, but the health and safety of our teams and customers is our number one priority at this difficult time.

Will it be safe to try on your products?

We're taking every precaution to ensure our products are safe to try on. Shoppers are required to use hand sanitizer and wear masks when they enter the store. Disposable socks will also be provided to try on any footwear.

I can see some stores have reopened but my local store hasn't, why is this?

Our stores are reopening in line with government advice on when it is safe to do so. Please keep an eye on our Store Locator page for the latest updates in your area.

Will I be able to pay using cash in-store?

To minimize contact and follow social distancing measures, we can only accept card payments at this time. We apologize for any inconvenience, but the health and safety of our teams and customers is our number one priority.

What if I paid with cash and now want a refund?

To minimize contact and follow social distancing measures, all refunds will be made by card at this time. We apologize for any inconvenience, but the health and safety of our teams and customers is our number one priority.

Where can I find updated information on your store opening times?

Due to the heightened risks and concern around the Coronavirus outbreak, and following the latest advice from government and health authorities, we are temporarily closing our stores in the United States, the United Kingdom, France, Germany and the Benelux.

Stores in our Asia region are opening in line with local government and health authority guidance.

The safety of our colleagues and customers is our top priority. We’re sorry for any inconvenience this may cause and appreciate your patience during this difficult time.

Our online store, drmartens.com, is open as usual.

For the latest information on our store openings, head to our Store Locator page.

My local store is closed. Is this because an employee at the store contracted Coronavirus?

No, that is not the case.

We have made the decision to close the store due to the heightened risks and concern around the Coronavirus outbreak and following the latest advice from government and health authorities.

We're sorry if this has caused you any inconvenience, but the health and wellbeing of our customers and our teams is our top priority.

For more information on our store openings, visit our Store Locator page. Our website, drmartens.com, is operating as usual.

When will my local store be open again?

We are currently following advice from local government and health authorities, and our stores in Europe and the US are temporarily closed. We cannot confirm when a store will reopen at this stage, but you can find the latest information on individual stores by visiting our Store Locator page. Our online store, drmartens.com, is open as usual.

We’re sorry for any inconvenience this may have caused, but the safety of our customers and our colleagues is our number one priority.

What measures is Dr. Martens taking to support its employees and customers?

We recognize this is a difficult and uncertain time for our colleagues and wearers. Our priority is their health and safety, and we're doing all we can to minimize the potential spread of the virus.

Our stores in Europe (including the UK) and the US are now closed until further notice, following the latest advice from government and health authorities. We've asked all other store leaders (in Asia) to continue making contingency plans for the safety and wellbeing of our customers and staff. We've enhanced cleaning schedules at our workplace and retail environments, and antibacterial gels have been made available wherever possible. We've also enhanced health and safety measures across our manufacturing sites and distribution centers.

Head office employees have been equipped with all the necessary tools to work from home. Employees who have been advised to self-isolate and who are unable to work from home, such as our retail or distribution center staff, have both Sick Time and PTO available to cover their absence.

We're closely monitoring updates from local governments, health authorities and the World Health Organization to ensure we are up-to-date with the latest advice on how we can best support our customers and employees.

Can I still purchase Dr. Martens products online?

Yes, our online store is open as usual.

I’ve ordered a product online; will it be impacted by the virus?

Our website is running, and our team is working hard to ensure that orders are processed as usual.

Are Dr. Martens factories in the UK and Asia still open?

Our factories are up and running as usual.

Across all of our working locations, we're taking increased health and safety measures to ensure that we protect our colleagues and our consumers.

Compulsory handwashing is in place across our factories and distribution facilities, and we have taken steps to enhance the cleaning schedules of our workplace and retail environments. Antibacterial gels have also been made available wherever possible.

Are your retail employees receiving paid leave while a Dr. Martens store is closed?

Yes we have made the decision to close our stores from 17-29 March. Employees who work in our stores that are closed, including Europe and the US will be paid during this time.

If a Dr. Martens employee is forced into self-isolation, will they be receiving paid sick leave?

In the instance that any of our employees are required to self-isolate, we will support their wellbeing and the health of those around them.

Employees who have been advised to self-isolate and who are unable to work from home, such as our retail or distribution center staff, have both Sick Time and PTO available to cover their absence.

What specific steps are you taking to ensure a Dr. Martens store is adequately disinfected?

Across all of our working locations, we're taking increased health and safety measures to ensure that we protect our colleagues and our consumers.

Compulsory masks and handwashing have been issued across our factories and distribution facilities, and we have taken steps to enhance the cleaning schedules of our workplace and retail environments. Antibacterial gels have also been made available wherever possible.

To what extent is Dr. Martens working with the local authorities on identifying those who may have been exposed?

We are closely monitoring updates from local governments, health authorities and the World Health Organization to ensure we are up-to-date with the latest advice on how we can best support the DM's community.

To protect our consumers and colleagues, we've temporarily closed our stores in Europe (including the UK) and the US until further notice. We've asked all other store leaders to continue making contingency plans for the safety and wellbeing of our customers and staff. We've enhanced cleaning schedules at our workplace and retail environments, and antibacterial gels have been made available wherever possible.

Head office employees have been equipped with all the necessary tools to work from home. Employees who have been advised to self-isolate and who are unable to work from home, such as our retail or distribution center staff, have both Sick Time and PTO available to cover their absence.

In the event that an employee has traveled to a heavily impacted area or been in contact with someone who has returned from these regions, they have been instructed to reach out to their team leader or HR head so that they can formulate a contingency plan.

Frequently Asked Questions

We only offer whole sizes. If you are a half size, we recommend you order the next size down as our footwear can run large. If that seems too big, we suggest trying an insole or thicker sock. However, all shoe sizes may vary slightly depending on the make and construction.

Orders are immediately sent to our warehouse for processing. Depending on the status of your order, we may be unable to guarantee that your order can be canceled or changed. Please make sure you're happy with everything before you confirm your order at the checkout page. Contact us as soon as you realize a change needs to be made.

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 to login.

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.

There are a few reasons why your card didn't go through. Most often, the billing address provided does not match the "Master Address" that your issuing bank has on file.

If your billing address is correct and the transaction still isn't going through, please call us at 800-810-6673. Our customer service team will be able to diagnose the problem and provide a solution.

In the event of a declined transaction, you may see pending charges on your account. These are authorization holds placed by your bank when the transaction is attempted; money has not been removed from your account. Authorization holds typically take about 1-2 business days to clear, however this timeline is dependent on your issuing bank. This process can often be expedited by contacting your bank.

Unfortunately, no. However, you will receive an order confirmation via email, as well as tracking information once the order ships. 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 haven't received these emails, please contact our Customer Service team.

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.

Once you have added the item(s) to your cart, click on the CHECKOUT button. On the right-hand side of the page, under Subtotal, click on the text that reads PROMO CODE. Enter your code and press APPLY. Your total will be updated to display the promotional price. Please note that only one code can be applied per order, and the terms & conditions of each code may vary. Please check the terms & conditions of your promo code if you're having difficulty applying the code to your order.

Unfortunately, once an order has been confirmed and placed, we are not able to link a guest purchase with a user account.

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.

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.

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.

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 can change your account information by clicking on SIGN IN / REGISTER at the top right of the homepage and entering your login information. Click the text that says "Welcome" at the top right of the page. Here you can update your:

  • Name
  • Email address
  • Password
  • Billing / shipping information
All changes will be saved and applied to your future orders.

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.

Easy! Follow the instructions on our Returns page.

We do not offer free returns. We will provide you with a UPS return shipping label via email. The cost of this shipping label ($7) will be deducted from the amount that would be refunded to you.

Unfortunately, our retail stores are unable to accept returns or exchanges for online store purchases.