How do I use store credit?
Our credit notes can only be used in-store. When making a purchase in-store, present your credit note to the team member to have it applied to your purchase.
Want to shop online? We can convert your credit note to an online gift voucher. Find out more info here.READ FULL ARTICLE
What is PayPal Free Returns?
If you paid with PayPal, you can get a refund on your return shipping costs if you need to send something back - up to $45 per return and 8 returns each year.
How to get your money back on return shipping
- Login to your PayPal account and activate "Refunded Returns".
- Submit a request with your proof of purchase within 30 days of return and 150 days of purchase.
- Once approved, your refund will appear in your PayPal account, typically within 5 business days.
What's not included?
- Any items that haven't been paid for in full with your PayPal account.
- Any Products excluded from our Returns Policy.
Activate Refunded Returns now.
What payment methods can I use?
We accept a number of payment methods such as Mastercard, VISA, Paypal and Afterpay.
To find out more information on Afterpay, please click here.READ FULL ARTICLE
Why isn’t my payment working?
We’re sorry to hear that you’re having difficulties purchasing through our website.
First, we recommend clearing your cookies or switching to another browser.
If the problem continues, we recommend trying a different payment method.
Still having issues? Get in touch with the Docs Experts and we'll help you out.READ FULL ARTICLE
Please provide us with a screenshot of the error message to help speed up the troubleshooting process. We also advise to block out any sensitive information before sending through the screenshot.
What is Afterpay and how does it work?
Due to the evolving crisis of COVID-19, Afterpay has made some changes to their payment schedules. All customers will now pay the first payment upfront until further notice. For more information, please click here.
Afterpay is a simple instalment plan, allowing you to pay for your order in four equal instalments, due every fortnight!
Afterpay is available to all people who:
- Live in Australia;
- Are at least 18 years old
- Can enter into a legally binding contract
- Have a valid and verifiable email address, mobile number; and
- Use an Australian credit or debit card to make a purchase. You are not required to fill out a credit application form.
Why has my order been cancelled?
We may cancel or delay delivery for orders where we require further payment information to process the purchase. Reasons include:
- Request for additional information is refused or not received within the requested time
- Request for the cardholder to contact us within the timeframe is not met
- Purchase transaction does not pass our security check
- The Purchase has connections to previous fraudulent orders
- Purchase was made by an unauthorised alteration our website
Why have I been overcharged?
We’re sorry to hear that you’re experiencing issues with your payment and may have been overcharged.
This may be due to a technical glitch. We do our best to ensure that this doesn't happen!READ FULL ARTICLE
If you believe that you may have been overcharged, please get in contact with the Docs Experts below and provide your order details and a screenshot of the overcharge.
How can I tell if an item is in stock?
Our stock levels are constantly fluctuating, however, if an item is listed on the website it is generally in-stock.
If you want to check stock availability before purchasing, give our Docs Experts a call on 1800 931 831. Press option 1 once prompted. They'll be able to check if there is any stock left and even place an order securely over the phone for you.
Alternatively, you can sign up to our mailing list to stay in the loop about any re-stocks. Head over to our website and scroll down to the bottom and enter in your email address.READ FULL ARTICLE
Do Dr. Martens price match?
Unfortunately, we can not price match between our online store and in-store locations.
We also do not offer price matches between other stores and/or companies.READ FULL ARTICLE
Can I purchase a gift card online?
Unfortunately, we don't currently sell gift cards online. We're sorry for the inconvenience!
Docs make the perfect gift, but we know that purchasing them online can be tricky. Our Docs Experts are here to help you find the perfect present with sizing advice, product recommendations and stock checks. They can even place the order over the phone with you!
Give them a call on 1800 931 831 and press option 1.READ FULL ARTICLE
What are the gift card terms & conditions?
Fans of Dr. Martens are unique, with an individual style that sets them apart from the crowd. Which is why sometimes, it’s better to let them pick out their own pair.
You can't get our gift cards online, however, they're available in store. Any gift cards purchased in-store will expire 36 months from the date of issue. They can be redeemed in any Dr. Martens retail store in Australia.*
*These cards cannot be replaced if lost or stolen. No refunds, store credits or cash will be provided for unused balances. Remaining balances on the card will only be available before the expiry date. Once the expiry date is reached, all remaining balances become unavailable.
For full Terms & Conditions please click here.READ FULL ARTICLE
Can I make my credit note an online gift voucher instead?
Yes, we can absolutely facilitate that for you! Just double-check that the credit note has not expired and still has funds left on it.READ FULL ARTICLE
To swap over your credit note for a gift voucher, please contact our Docs Experts below and provide them with your credit note number.
Can I get an extension on my credit note?
If you need an extension, we're here to help! Simply contact our Docs Experts below with your credit note number and we'll take it from there.
I forgot my gift card pin?
Don’t remember your gift card PIN? No worries! Simply reach out to the Docs Experts below and we’ll help you track it down.READ FULL ARTICLE
What can I do if I lose my giftcard?
Please treat your gift card carefully as we are not obligated to reissue a new gift card except under certain circumstances where we may choose to.
Any concerns? Please reach out to the Docs Experts team below.READ FULL ARTICLE
What is my gift card balance?
Don’t know what your gift card balance is? Not a problem! Just follow the below steps to locate your balance.
- First, add the item you wish to purchase to your cart
- Next, click the “Cart” icon on the top right corner and scroll down to select “View or Update Cart”
- On the right-hand side, you’ll see a section where it says “Apply Gift Cards & Promo Codes”. Click into it
- Pop in your gift card number followed by your pin (can be found on the back of your card). Click “Check Gift Card Status and Balance”. Your remaining balance will be displayed on the screen!
- Hit “Apply” to add the amount to your order!
How do I apply a discount code?
Where to apply the discount code:
Once you've added the item to your cart, select the "Proceed to Checkout" option and enter the code in the "Apply Promo Codes" section before providing your payment details.
Other things to note:
- Have you double-checked the T's & C's of the discount code? You can find the information in the body of the email that you received. You may need to hit a certain threshold in order for the code to work
- Have you checked that your discount code was issued by Dr. Martens Australia? International codes cannot be used
- Promotional codes cannot be used in conjunction with other offers and some exclusions may apply. We recommend checking the terms and conditions related to your discount before ordering.
Can I get a student discount?
If you're a student, you can get FREE, instant access to 10% student discounts through UNiDAYS.
How does it work?
Simply head to UNiDAYS, and click on 'Join Now' or 'Log In'.
For instant access to this discount, you must register and verify your student status with UNiDAYS.
What can I use the discount for?
The discount can only be used for full-priced items. It cannot be used in conjunction with any other offer.
Am I eligible for UNiDAYS?
You must be over the age of 16 years old. If you are under 16 years, you are not permitted to use the service. By using this service, you confirm that you are at least 16 years of age.
READ FULL ARTICLE
For further information on our terms and conditions, please find it here.
What is ShopBack?
ShopBack is a cashback reward program that allows you to earn cashback when you shop online through them. Each time you make a transaction, you get a percentage of your money back.
ShopBack redemptions may take up to 48 hours to redeem with a claim time up to 75 days.READ FULL ARTICLE
How do I 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 Docs 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 Docs 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 order
We 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 Docs 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.
Can I place a bulk order?
Got a large order? Let our Docs Experts help you out.
Our team can help you out with sizing and styling advice, and place your large order safely and securely.
Give our Docs Experts a call on 1800 931 831 and press option 1 once prompted.READ FULL ARTICLE
Can I place an order over the phone?
Our Docs Experts are available to place an order over the phone with.
Call us on 1800 931 831 and select 1.READ FULL ARTICLE
I think I purchased from a scam website?
Please be aware of online scams that may use the Dr. Martens name as a means of obtaining your personal and/or banking details.
These fraudulent or misleading scams may direct you to “scam” websites modelled after Dr. Martens with heavily discounted stock or may involve emails or SMS messages, phone calls, social media or other unsolicited promotions that request personal or financial information. These scams may also take the form of competitions or surveys.
Please note that Dr. Martens will never ask for your personal or banking details in unsolicited communications.
We suggest that you do not respond to or participate in any offer that appears suspicious or too good to be true.
If you would like more information on current scams or would like to report a scam, please contact Scamwatch via their website.
If you have any queries about a communication you have received, please get in touch with the Docs Experts through our Contact Us page.READ FULL ARTICLE
How do I add to "My List"?
Want to keep track of items that catch your eye? With our "My List" feature you can.
By selecting the heart under the Add to Cart button, you’ll add the product to your list.
To view the items you've added to the list, select "My List" in the top right-hand corner.
READ FULL ARTICLE
Top tip: Create or sign in to your account when adding to your list so your added items will be available for you each time you visit the website.
I can’t sign into my account?
We're sorry to hear this. As a first step, double-check that you have an account with us.
If you receive emails from us, that means you are subscribed to our database and you do not have an account with us.
If you have created an account with us, that means you are an account holder. It's important to note that these are different and not the same.
- As a first step in trying to fix this issue, we suggest double (and triple) checking your details. The password is the one you set up when opening your account.
- If you're still having difficulty, we suggest clearing your cookies or using another browser.
- Resetting your password may also help you sign in - when prompted to put in your details, click the 'Forgot Password?' link and enter your email address. You'll be sent an email with instructions on how to reset your password. Keep an eye on your spam and junk folders as the email may end up there.
How do I reset my password?
Need to reset your password? Sure thing - it's an easy process.
Clicking 'Login' in the top right-hand corner of the website will bring up the login box. This box includes a hyperlink 'Forgot Password?' which prompts you to enter your email address.
You will then receive an email with instructions on how to reset the password to your account.
Haven't received the email? Check your spam and junk inboxes - it may have filtered through there.READ FULL ARTICLE
I can't see my order in my account?
If you checked out as a guest, please note that your order won't show up in your "order history" if the account was created after placing the order.
What's next?READ FULL ARTICLE
You will still receive your tracking information so you can keep track of your order. Click here for ways to track your online order.
How do I close my account?
Saying goodbye? We're definitely going to miss you.
If you would like to delete your account, please get in touch with the Docs Experts below and we’ll be able to assist you.READ FULL ARTICLE
Where can I see my order history?
Want to browse through your past purchases? You'll find them all stored in your account.
Login in the top right-hand corner. Once you're in, click on 'My Orders'.*
*Remember, if you checked out as a guest and created your account afterwards, your order will not show in the ‘My Orders' section.READ FULL ARTICLE