FREQUENTLY ASKED QUESTIONS
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What are your Black Friday Terms and Conditions?
Offer: Up to 30% off selected styles. Offer is available from 5:00pm AEDT/AEST on 24th November 2020 and ends 11:59pm AEDT/AEST 29th November 2020. Offer is available online at www.DrMartens.com.au and in all open Australian and New Zealand stores.
Start shopping here.
Important to note:
- Up to 30% off selected styles only:
- Offer is available from 5:00pm AEDT/AEST on 5th November 2020 and ends 11:59pm AEDT/AEST 12th November 2020.
- 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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Are your stores open?
Our Adelaide stores will be reopening on Sunday 22/11/2020 following Government directives.
For further updates, please see the information provided by the South Australian Government here.
All other stores are currently open with the below COVID-safe plan:
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 (VICTORIA ONLY)
As per Victorian Government guidelines, all Victorians must wear a fitted face mask when they leave home. Please note that face shields, bandanas, scarves or loose snoods will no longer be considered a sufficient face covering. We reserve the right to refuse entry to customers who refuse to comply.
For all other states, face masks are not mandatory however they are encouraged.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 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.
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Extended returns:
Purchases made from 25th November 2020 to 31st December 2020 will have 60 days to return.
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What are your Holiday Season Delivery Time Frames?
The lead up to the holiday season is one of the busiest times of the year and we want to make sure your order arrives at your doorstep on time.
Please see below for our recommended delivery time frames.
Order before 2 pm on:
Metro: 18th December
Rural: 15th December
If you are unsure, find out more from Australia Post here.Please note: Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable events beyond the control of Dr. Martens.
From everyone at Dr. Martens, happy holidays and we wish you a very successful new year.
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What is 1 Hour Click & Collect?
Want it now? Dr. Martens offers 1 Hour Click & Collect.
Place a Click & Collect order during store opening hours and you will receive your collection email within 1 hour.
Please wait until you’ve received this email before heading in-store to collect.
Ts & Cs
1 Hour Click & Collect is only available where your purchase:
- is finalised on a day on which your nominated Dr. Martens store is open for business;
- is finalised one (1) hour before your nominated Dr. Martens store closes for that day
- is available for Click & Collect
- is not affected by an event outside the reasonable control of Dr. Martens (including any impediment caused by the fraud analytic pre-screening process)
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What is your latest Online Returns Policy? (Online purchases only)
For purchases made from 25th November 2020 to 31st December 2020, we have extended our returns period to 60 days provided all other return conditions are met.
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 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: 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.
*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 Please note that all online returns must be sent from at your local post office. We do not accept direct returns to the warehouse.
Please note that we cannot facilitate Paypal refunds 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.
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.
Credit notes are valid for 12 months.
Credit notes must be presented at time of redemption.
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 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.*
*Please do not send back any faulty items without contacting us first.
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