FREQUENTLY ASKED QUESTIONS
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Holiday Season Delivery Time Frames
The lead up to the holiday season is arguably 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.
Metro – Place your order by 2 pm on the 20th of December.
Rural – Place your order by 2 pm on the 18th of December.
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.
If you are unsure, you can calculate postage and delivery times here.From everyone at Dr. Martens, happy holidays and we wish you a very successful new year.
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Regional Australia Fires Delivery Disruption
Due to ongoing bushfire activity, Australia Post and TOLL operations have been impacted in a number of locations in NSW.
The situation is currently being monitored closely and will provide updates as information is made available.Impacted areas:
NSW
- 2250
- 2536
- 2539
For further information, please click here.We sincerely apologise for the inconvenience but safety is our main priority.
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Delivery Information
We aim to deliver your order within 2-5 business days almost anywhere in Australia.
Orders placed after 2 pm AEST or on weekends will be dispatched the following business day.
The delivery times below are estimates and can vary depending on stock availability and your location.
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
We send regular tracking emails to keep you updated throughout your purchase journey.
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 ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
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Having difficulties? If you haven't received your order by the estimated delivery date, contact us below and we'll help track it down. -
How do I track my order?
We send regular tracking emails to keep you updated throughout your purchase journey. You'll receive an automated notification directly from StarTrack after your order is dispatched.
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 to follow your Dr Martens order.
Only received part of your order?We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
Having difficulties? If you haven't received your order by the estimated delivery date, contact our Customer Experience team here and we'll help track it down.P.S Don’t forget to check your spam.
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Returns Policy
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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. Unfortunately, gift cards are non-refundable.
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:
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.
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.
You may also return your items back to our online warehouse and you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.
Refunds
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.
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 Platypus team member to assist you
- Online purchases using PayPal can only be returned to the online store.
- Gift cards are non-refundable.
In-store conditions
- In-store purchases cannot be returned or refunded to the online store at this point in time.
- If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.
- Online purchases using PayPal or Afterpay can only be returned to the online store
- Gift cards are non-refundable.
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.
We offer two services when booking your return online;
- Courier pick-up – Cost varies depending on your pickup location.
- Australian Post drop-offs – We recommend using their track and trace services.
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 straight away with as many details as possible about the order.*
*Please do not send back any faulty items without contacting us first.
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When will I receive my refund?
Once you have dropped your parcel off at the Post Office or had it collected by Star Track, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your tracking number, that way you can track your order and see when it reaches us.
When your return arrives, it 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.
If you feel concerned about the progress of your refund, please get in touch with our Customer Experience team here.
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Please ensure that you have your order number and return tracking number on hand with you. -
How do I look after my Docs?
Have your Docs lasting years with regular shoe care. We've kept it simple, just follow these tips below!
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Our number one selling shoe care product. Wonder Balsam is Dr. Martens unique blend of coconut oil, lanolin, and beeswax. The natural ingredients clean and protect leather to keep it soft and supple. Wonder Balsam protects against water, liquid and salt marks.
TOP TIP: USE A DAMP CLOTH TO REMOVE ANY DIRT AND APPLY THIS GENEROUSLY. IT REALLY IS WONDERFUL
A natural wax formula which can be used to preserve greasy, oily and waxy leather. Apply a generous heap onto a new pair of boots to speed up the breaking in process.
TOP TIP: USE A WASHING UP CLOTH TO APPLY SO YOU AVOID ANY UNWANTED STRAY FIBRES STICKING TO YOUR BOOTS.
A special formula which restores, conditions and protects smooth leathers from rain and stains. A solid wax.
TOP TIP: COVER SCUFFED TOES WITH BLACK POLISH OR LAYER OVER CHERRY RED LEATHER FOR A BURNISHED LOOK.
A solid wax paste formula which nourishes leather to keep it soft and supple. Our polish provides effective rain and stain resistance and buffs quickly to a high shine for use on smooth leathers.
TOP TIP: JUST APPLY A COATING, WIPE OFF EXCESS AND BUFF WITH A BRUSH TO SHINE.
Dr. Martens Cherry Red Smooth leather. Our dark cherry polish comes in a solid paste consistency and restores colour as well as nourishes the leather. Just apply a coating, wipe off excess, and buff with a brush to shine.
ULTRA PROTECTOR
This non-aerosol spray creates a breathable layer of protection against dirt, rain, UV rays and stains. Safe to use on any colour of leather, suede nubuck, nylon or canvas.
TOP TIP: SPRAY GENEROUSLY OVER YOUR DOCS FROM 8-10 INCHES AWAY FOR ULTIMATE PROTECTION.