FREQUENTLY ASKED QUESTIONS

• COVID-19 Information - Online & In-store

  NSW Update 11/10/21:Our NSW stores are open following Government directives.

  VIC Update: Our Metro stores are temporarily closed following Government directives. Click here for more information.

  Due to the evolving situation, we recommend checking your Local State Government website at www.australia.gov.au for the latest information around COVID-19.

  Delivery

  We're still delivering! We’ve made the necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. Due to extended COVID-19 lockdowns and high parcel volumes, there may be delivery delays. Click here for more information.
  
  

  Returns & Exchanges

  We're constantly checking for Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed. We will waive the returns period once our stores reopen.

  Please note: Stores that are currently in lockdown and only operating for Click & Collect orders are unable to accept returns or exchanges in store. Please visit us in-store when we reopen, or head to our online returns portal for a refund. 

   

  Please see below for our COVID-safe plan.

   

  COVID SAFE PLAN

  We’ve implemented the following measures to help you shop safely in-store. We will review and adapt these in-store measures as the environment evolves.

  1. Entry only allowed for fully vaccinated customers with an approved COVID-19 vaccine (NSW only at this stage)

  Persons aged 16 years and over will only be permitted to enter our stores if they are fully vaccinated or have a medical exemption. You will be required to show proof of COVID-19 vaccination upon entry. There are several options to access and show proof of COVID-19 vaccination, including:

  •  COVID-19 Digital Certificate: this can be accessed through the Express Medicare mobile app or Medicare online account through myGov. The COVID-19 digital certificate can be added to a smartphone wallet or similar for ease of access
  • A printed version of the COVID-19 digital certificate or immunisation history statement (also available through myGov)
  • COVID-19 digital certificates can also be added to a Service NSW app and shared as part of a QR check-in. Visit nsw.gov.au for detail.

  For people without a Medicare Card:

  • Call the Australian Immunisation Register on 1800 653 809 and ask for an immunisation history statement to be posted. It can take up to 14 days to arrive
  • Add a COVID-19 digital certificate to a smartphone wallet or similar using the Individual Healthcare Identifiers service (IHI service) through myGov
  • An immunisation history statement can be accessed from My Health Record. Visit Services Australia for instructions.

  For people without a smartphone or online access:
  A COVID-19 digital certificate or immunisation history statement can be accessed via myGov to download and print. Alternatively, call the Australian Immunisation Register to request a copy in the post.

  
  For people with a medical exemption:
  If you have a medical reason for not receiving the COVID-19 vaccination, speak to your medical practitioner about getting your medical contraindication added to your immunisation history.

  You can read more about the vaccination policy at the NSW Government website here.
  
  Penalties may apply for making or presenting a fake form of proof of vaccination. We also reserve the right to refuse entry for those who don’t follow government guidelines.

  2. Mandatory QR code check-in

  Some states have mandated QR code check-ins via the official Government App. Please refer to your Local State Government for more information (Australia.gov.au).

  3. Mandatory face coverings in-store 

  Some states have introduced mandatory mask-wearing indoors. Please refer to your Local State Government for more information (Australia.gov.au).

  4. Click & Collect 

  We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

  Please see below for your state's Click & Collect service: 

  State	Click & Collect Service
  NSW	Click & Collect
  QLD	Click & Collect
  SA	Click & Collect
  VIC	Contactless Click & Collect*
  WA	Click & Collect

  *Please note, there are radius restrictions in place for some states. Please check for your nearest store before placing a Click & Collect order.

  5. 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. Shopping centres may also introduce capacity limits so we strongly advise checking on their websites before heading in.

  6. Maintain 1.5 metres apart from each other where possible

  Social 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.

  7. Use EFTPOS/Paywave/Tap n Go services available

  We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.

  8. Use the sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.

  9. Regular cleaning routines throughout the entire store

  We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.

  10. Remove and put on your own footwear

  Our team will still be available to assist you with any sizing questions you may have, however they will maintain a 1.5-metre distance to comply with social distancing. Our stores will have disposable try on socks and gloves available for customers.

  11. Training for team members on social distancing and additional hygiene measures

  All team members will be required to complete ongoing training courses.

  Thank you for playing your part in helping us practice social distancing. We appreciate your continued support as we work through this together.

  We hope to see you in-store or online soon.
  
   Dr. Martens.

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• How long does delivery take?

  Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times of 1 - 3 business days for metro areas and 4 -7 business days for rural areas. More information here.

  Just placed an order? Here's when you can expect its delivery: 

  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

  Orders can be delivered to residential and business addresses, parcel lockers, PO boxes and parcel collect locations. 
  
  Ordered more than one item?
  If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.
  

  Important to note:
  1. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.

  2. Delivery services do not run on National or State Public Holidays. 

  3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Dr. Martens.
  

  4. StarTrack has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.

  Need help tracking your order? Click here.

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• Please note:

  Delivery times may vary due to the impact of COVID-19. We apologise for the inconvenience.

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• What is your latest Returns & Exchanges Policy for online purchases?

  Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.  

  Updated as of 25/08/21:  We're constantly checking Government updates and directives, so if an area, town, region, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

  Need to return your Docs? 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
  

  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

  Important to note:

  1. Shoes must be returned in their original, undamaged shoe box. Please note that 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. *
  2. Online returns must be sent from your local post office. We do not accept direct returns to the warehouse.*

  *We reserve the right to reject any returns that do not meet these requirements.
  
  

  RETURN OPTIONS

  	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

   

  Exchanges

  All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund.
  Alternatively, you can visit our store for an exchange, provided you have met our return conditions.
  
  

  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 online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.

  Online purchases using Afterpay can be returned online or in-store. 
  
  

  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.

  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.
  

   

  How is the refund processed? 

  Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your return tracking number, that way you can track your order and see when it reaches us.

  I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution. 

  I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule. 

  I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website. 

  *Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

   

  Faulty items

  If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

  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 Docs Experts 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.*

  Third-Party & International Purchases

  Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Dr. Martens Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

   

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• How do I break in my Docs?

  Breaking in your Docs will take time and patience, but everyone goes through it. Read on to discover the ways to make this rite of passage go smoothly -  we've got you covered.

  1. Get the perfect fit
  If you normally take half a size, we recommend sizing down. The boots should feel tight but not uncomfortable! If the boot feels uncomfortable when you try it on, especially in the width, then it is too small. Docs will soften and stretch as you wear them in! You can check out our size guide for more information.

   

  2. Wear thick socks and keep your laces tight
  
  
  

  Wearing thick socks will protect your feet + encourage the leather to warm up + soften faster. We have a great range of Doc socks to help you achieve this. The "Double Doc Sock" features extra padding in all the classic friction points — like at the back of the heel and ankle — and now comes with arch support and a new blister protection system in the lining, meaning no blisters! Keep your laces tight to encourage the boot to mould to your foot and avoid rubbing.

   

  3. If they're brand new, start with 1-2 hour intervals
  Begin by wearing your Docs around the house for short periods of time. Don't attempt a festival or long walk the first time you wear them! Some leathers stretch quicker than others, Nappa, Carpathian and Virginia are some great soft leather options!

   

  4. Wonder Balsam
  
  

  To help speed up the process, we recommend using our Wonder Balsam! This little pot of gold contains a mix of lanolin, beeswax and coconut oil to help soften the leather. It also adds a protective layer and subtle shine to your boots. 

   

  5. Repeat until they're perfect
  Follow the mentioned steps above until your boots are soft and shaped to your foot. Then, you're good to go wherever!

  Throughout the years, we've heard all sorts... Let us know how you break in yours! 

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• What size Docs should I buy?

  Need help finding the right size Docs? Use our size guide to help you determine the best fit for your feet. It includes a "How to measure" guide and a Conversion chart. 

  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.
  
  Important to note: Dr. Martens products are in UK sizing. Please find your UK size before placing an order. 

  
  Chatting to a Docs Expert is the easiest way to ensure you purchase the correct size. Call them on 1800 931 831 and select option 1 or chat with them here. 

   

   

   

   

   

   
   
   
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