FREQUENTLY ASKED QUESTIONS
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Our stores are open!
UPDATE: Our metro Melbourne stores are still open and operating at the reduced hours of 10 am - 5 pm as of Monday 13/07/2020.
Our teams are implementing stricter hygiene measures in-store with a strong focus on sanitisation in response to recent community lockdown.
To our valued customers,
As we continue to monitor the COVID-19 crisis, our greatest priority is the health and safety of our team members, customers and the wider community. We’ve been closely monitoring what’s happening locally and sticking to the guidelines provided by the Australian Government.
During this time, we have seen an increased demand for footwear for essential workers. We are also seeing strong demand for active footwear and apparel as more people are taking part in physical activities.We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives.
We are further pleased to announce that Click & Collect is available again. However, we ask that you please refer to the below information before heading into the store to pick up your order.For a full list of stores currently open for trade, please click here.
Hygiene and social distancing measures
To help make them safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
Introduce a limit to the number of customers in-store at any given time.Our stores will have signage displayed with the max capacity allowed in-store at any one time. If the store has reached capacity, the number of customers will be managed using a one in, one out policy.
Maintain 1.5 metres apart from each other where possibleSocial distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
Use EFTPOS/Paywave/Tap n Go services availableWe strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the storeA team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.
Regular cleaning routines throughout the entire storeWe apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwearOur team will still be available to assist you with any sizing questions you may have, however they will maintain 1.5-metre distance to comply with social distancing! We will also have disposable try on socks and gloves available.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course before returning to work.
Thank you for playing your part in helping us practise social distancing! We appreciate your continued support as we work through this together.
We hope to see you in-store or online soon!Team Dr. Martens.
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Delivery Information
DELIVERY OPTION DELIVERY TIME ORDER OVER $150 ORDER UNDER $150 Australian Metropolitan Areas 1-3 Business Days FREE $10 Australian Rural Areas 4-7 Business Days FREE $10
Have an account?Log in to My Account > My Orders> Track My Order.
It's that easy to keep up with your order.
Checked out as a guest?
Head over to our tracking portal and pop in your order number (find this in your order confirmation) to follow your Dr Martens order.Only received part of your order?
We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!
How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.
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What is your latest in-store returns policy?
We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
3 simple conditions for a successful return:
- Item(s) were purchased in the last 30 days and proof of purchase can be provided.
- Item(s) must be unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition.
In-store conditions
In-store purchases cannot be returned or refunded to the online store at this point in time.Exchanges & store credit
In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided.
Faulty items
We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.
Please check out this article for more information on in-store faulty assessments.
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What is your latest online returns policy?
We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. All online returns must be lodged through our Returns portal here.
Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.CREDIT CARD PURCHASES PAYPAL PURCHASES AFTERPAY PURCHASES RETURN ONLINE Refund Available Refund Available Refund Available RETURN IN STORE Exchange, store credit or refund available. No refund available.
Exchange available for size only.Refund available. No exchanges 3 simple conditions for a successful return
RETURNED WITHIN 30 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
Item(s) are in original packaging or shoebox in their original condition
Please note that all returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag. **We reserve the right to reject any returns that do not meet these requirements.
Refunds
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Please hold onto your Australia Post return tracking number so you can track your order and see when it reaches us.
Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.Online conditions
- Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
- Online purchases using PayPal can only be returned to the online store.
Exchanges & store credit
In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our Dr. Martens team to decide whether a full refund will be provided.
Cost of returns
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
Faulty items
Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.
If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.
If this is the case, please contact our Customer Experience team below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.*
*Please do not send back any faulty items without contacting us first.
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Can I place an order over the phone?
Yes!
Our Dr. Martens experts are available to place an order over the phone with.
Call us on 1800 931 831 and select 1.
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How do I know what size I am?
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Need help finding the right size Docs? Use our size guide to help you determine the best fit for your feet. Our iconic original styles like the 1460 8-Eye boot tend to run a little wider, so we recommend ordering a size down with those.
We've put together a comprehensive guide on how to measure your foot to get the most accurate size.
*Please note that Dr. Martens products are by default in UK sizing.- Lay a sheet of paper on the floor, one edge flush against the wall. Fix the paper to the floor with scotch tape so it doesn't move.
- Standing straight and wearing socks, stand on the paper. Place your feet together, your heels against the wall and make sure your back is touching the wall too.
- Have someone draw the outline of both your feet.
- Use a ruler or the straight edge of a book to draw a line across where the outline is longest. Draw a parallel line 0.5cm from this original line to allow for clearance.
- Finally, measure the distance from the wall to the second line you have drawn.
Use the charts below to convert this length you have just measured into a shoe size.
When you find a pair of shoes that you like, simply select your preferred size metric (US/EU/UK) and choose your size.
Already own a pair of Docs?
Generally sizing tends to be standard across all Docs, although sizes can vary slightly depending on the style, shape, and material of the shoe. The size of the pair that you already own is a good guide!Shoe structure
