FREQUENTLY ASKED QUESTIONS

• What are your Vogue Online Shopping Night Terms & Conditions?

  Offer: Up to 30% Off Platforms & Sandals. Selected styles only. Offer is available from 11:59pm AEST on 20th April 2021 and ends 11:59pm AEST 25th April 2021. Offer is available online at www.drmartens.com.au and in all open Australian and New Zealand stores.

  Start shopping here. 

  Important to note:

  • Offer applies to styles found under Sale category online along with in-store equivalent.
  • Prices are as marked online and in-store.
  • Offer is subject to availability and while stocks last.
  • Due to the high volume of demand and if website difficulties are experienced, Dr. Martens cannot guarantee the availability of stock.
  • Offer cannot be used in conjunction with other offers, redeemed against prior purchases and is not available on lay-by.
  • Offer is not available on the purchase of gift cards/eVouchers.
  • Promotion may be extended or changed at Dr. Martens' discretion.

  Please allow additional time for delivery during sale periods and public holidays as delivery times may vary.

   

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• Please note:

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

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• Are your stores open?

  All Dr. Martens stores are operating with new safety protocols to comply with Government directives.

  Hygiene and social distancing measures

  To help make our stores safer, we’ve introduced a COVID-safe plan 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.

  Mandatory face coverings in-store 
  Update: As of 6:00 am on Thursday the 15th of April 2021, as per Queensland Government guidelines, face masks will no longer be mandatory in retail settings, however, you are strongly encouraged to carry a mask at all times and wear one when you are unable to maintain 1.5 m from other people. 

  As of 6:00 pm on Friday the 26th of March 2021, as per Victorian Government guidelines, fitted face masks will no longer be required in retail settings, however must still be carried with you at all times. 

   

  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.

  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.

  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.

  Use sanitisation station upon entering the store

  A 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 store

  We 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 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.

  Training for team members on social distancing and additional hygiene measures

  All of our team members will be required to complete a training course.

  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.
  
   Dr. Martens.

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• What is your latest Returns Policy for online purchases?

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

  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

  
  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. * 

  Important to note: Please note that orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.
  
  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

   

  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.
  
  

  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.

  Due to the increased volume over sales periods, please allow an additional 1-2 business days for refund processing.

  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.*

   

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• Can I return Docs I bought in the US or Europe?

  Unfortunately, we can only accept returns on Docs purchased from Dr. Martens Australia. 

  If you are in the US or Europe, please contact your respective Dr. Martens Customer Experience team. 

  Purchased from a third-party retailer? You'll find more info here. 

   

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• How often do you restock?

  Unfortunately, we rarely receive restocks of short-run releases. 

  To keep up to date with the latest releases and any restocks that come our way, we recommend joining our mailing list. Just scroll to the bottom of our website and enter your email address. 

  You can also keep watch on our social media channels or on our blog here

  Thanks so much for showing your interest, we'll have our fingers crossed for a restock for you in the near future!

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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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