FREQUENTLY ASKED QUESTIONS
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I ordered the wrong size - can I exchange?
We're sorry to hear your new Docs aren't quite right!
Unfortunately, we are unable to facilitate exchanges online. If your shoes meet our Returns Policy, we recommend returning your shoes online and repurchasing the correct size.
If you would like assistance determining which size you should purchase, our Dr. Marten Experts are available on 1800 931 831. Give them a call and press 1.
Alternatively, you can head into a store to exchange your Docs there. Be sure to have your proof of purchase or confirmation email with you. See our Store Locator for your nearest store
Please note that if you purchased via PayPal you can only exchange in store for the exact style and product. PayPal purchases cannot be returned in-store.
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Extended Customer Experience Operating Hours
Due to scheduled website maintenance, our chat hours will be reduced to 7 am - 8 pm on Monday 21/09/2020.
We have extended our operating hours for Live Chat.
Our dedicated Customer Experience team will be available on live chat from Monday to Friday between 7:00 am to 10:00 pm, Saturday to Sunday 7:00 am to 7:00 pm AEST.
Speak to our Live Chat team here.
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Important updates on our Melbourne Metro stores
With Victoria entering Stage 4 lockdown measures, our metro Melbourne stores will be closing temporarily, effective from Tuesday the 4th of August 2020.
Please know that while our physical doors are closed, our online store is still open! We’ll miss seeing you in-store but are excited for you to join us online.
Our Operations team are adjusting accordingly, following directives from the Victorian Government and our courier partners. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders.
Important changes to take note of:
SHOPPINGOur online store is still open and the place to be if you want to shop our products! If you need assistance with purchasing online, our Product Team is available by phone to answer any questions and help place your order. Contact them on 1800 931 831 and press 1.
CLICK & COLLECT
We’re now offering Click & Collect again. However, you will not be able to pick up your order until our stores reopen. Feel free to reach out to our Customer Experience team if you have any questions.DELIVERY
Our priority is to despatch your order as quickly as possible. However, with further restrictions to the freight network, please be aware that there will be unavoidable delivery delays on top of our standard delivery times. For regular delivery updates, check out our article here.
RETURNS
Our returns timeframe has been extended to 60 days. If the lockdown extends further than current plans, don’t worry! You’ll be given 30 days to return your online purchase once our stores reopen.
Our Customer Experience team is working safely from home and are available below if you require assistance with your order during this lockdown period.
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What is your latest online returns policy?
For orders placed online after the 4th of August 2020, our returns policy has been extended to 60 days.
We want you to be completely satisfied with our products and we will gladly accept returns within 60 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
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.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.
Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.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
RETURNED WITHIN 60 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 60 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. **We reserve the right to reject any returns that do not meet these requirements.
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 60 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.
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 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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How to place an online order
Placing an online order is easy. Follow our easy step by step guide below.
Would you prefer to speak to someone instead? Give our Dr. Martens Experts a call on 1800 931 831.
They'll be able to help you with your size and securely place an order for you.
If you prefer not to call, hit up our Dr. Martens Experts via our live chat channel.HOW TO PLACE AN ONLINE ORDER
Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.
Step 2: Select the style you wish to purchase.
Clicking into the style, you'll be able to view a description of the shoe and product details
If you're unsure about the right size, you can view our size chart!
Interested in this item? Select a size and click on "Add To Cart".
Once you've done this, you'll see a number next to the shopping bag on the top right-hand corner. This means you've successfully added an item to your cart!
You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:
"View or Update Cart" - If you need to make any edits to the current items in your cart
"Checkout" - You're happy with your selection, then proceed to checkout.
Step 3: Complete the orderWe accept all secure payment methods! Click here for more information.
Note: At the cart, you'll also be able to enter in your discount code if you have one.
You'll be asked to either:- Checkout as a guest
- Log into your existing account OR
- Create an account with us.
Follow the prompts and fill out all the required fields.Once done, the last step is to review your details to make sure they're correct.
Press "Place Order". You're done.Having difficulties placing your order? No worries. Our Dr. Martens Experts are available to help over the phone on 1800 931 831.
Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).
Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.
Next steps: Sit tight. Once your order has been dispatched, you'll receive a follow-up email with your tracking details.
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