FREQUENTLY ASKED QUESTIONS

• Are your stores open?

  In light of recent New South Wales Government updates, we do not anticipate that our delivery times or fulfilment capabilities will be impacted.

  Our Operations team are monitoring the situation closely, following directives from the NSW Government and our courier partners.

  We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders during the busy holiday season. Our online store is open 24/7 and is the best way to remain safe while shopping! 

  For continued updates, please refer to the information provided by the New South Wales Government here.

  Please see our COVID safe plan below: 

  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.
  
   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 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.
  

   

  *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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• Can I return a PayPal order in-store?

  Unfortunately, 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. 

  If your item meets our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order. 

  PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.

  Head to our Returns Portal to start the process! 

  Please note that we do not offer exchanges for online orders.  If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.
  
  Did you know? PayPal refunds return shipping fees! You can check out this link for more information.

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• Can I exchange my Docs for a different size?

  Sizing can be tough to get right!

  If you purchased in-store or online using credit card or Afterpay, you're welcome to head into your local Dr. Martens store and our in-store team will happily assist you with exchanging for your correct size. Double-check that your Docs meet our Returns Policy before heading into a store. 

  If you can't attend a store or you purchased via PayPal, we recommend returning your item online and placing an order in the correct size.*

  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. 

   

  *Please note that orders returned online will receive a full refund only. See our Returns Policy for more information. 

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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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