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 |
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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.