Can I place an order over the phone?
We’re unable to take orders over the phone as our phone lines are currently switched off. We hope to be back up and running soon!READ FULL ARTICLE
In the meantime, please reach out to us via webform and our Customer Experience team will happily guide you through the checkout process.
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 Customer Experience team 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 Customer Experience team below with your credit note number and we'll take it from there.
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.
We genuinely care about the safety of our customers, their personal information and the protection of their funds.
Dr. Martens may require further verification of your order to ensure that it is authorised by the cardholder.
Our Customer Experience team may contact you via phone or email to confirm details of your order before it can be shipped. Don't be concerned if this happens to you. We check plenty of orders every single day and orders can be selected for various reasons.
This is to ensure that you have a great shopping experience with us! If you’re still unsure or have any concerns regarding your order being cancelled, please contact us below and our Customer Experience team will provide more information.
Why isn’t my payment going through?
We’re sorry to hear that you’re having difficulties on our website.
First, we recommend clearing your cookies or switching to another browser.
If the problem still exists, then we recommend trying a different payment method.
Still having issues? Get in touch with the Customer Experience team below and we’ll help you out.READ FULL ARTICLE
I think i’ve been overcharged on my order?
We’re sorry to hear that you’re experiencing issues with your order. If you believe that you may have been overcharged, please get in contact with the Customer Experience team below.
You will be asked to provide your order details (i.e, order number) and a screenshot showing the overcharge.READ FULL ARTICLE
I forgot my gift card pin?
Don’t remember your gift card PIN? No worries! Simply reach out to the Customer Experience team below and we’ll help you track it down.READ FULL ARTICLE
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.
Westfield Gift Card - Terms & Conditions
If you purchased a Westfield Gift Card or received a Westfield Gift Card, they can be used in any of our Westfield Shopping Centres across Australia.
By purchasing or using the gift card means that you accept the terms and conditions of this agreement.
Please note that these gift cards cannot be redeemed for cash, cannot be used for cash equivalent transactions (such as bill payments, purchase of financial products or foreign currency, or gambling transactions), reloaded, returned for a refund or have their balances consolidated to a new gift card.
Need more info? Check out the full terms & conditions here.
If you are experiencing issues with your card, you can contact Westfield on 1300 790 292 during business hours or send an email to firstname.lastname@example.orgREAD FULL ARTICLE
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
What are the gift card terms & conditions?
Gift Cards sold in-store, expire 3 years from the date of issue and are redeemable at any Dr. Martens store in Australia. We do not currently sell Gift Cards online, however, they can be purchased in-store.*
*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.READ FULL ARTICLE
Please note: Gift cards purchased in Australia may only be redeemed in Australia.
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
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.
Simply choose Afterpay as your payment method at checkout. First-time customers will have to provide payment details. Any returning customers can simply log in to make their purchase.
At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise, Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.READ FULL ARTICLE
If you have any further enquiries regarding Afterpay, you can check out their FAQs for more information.
I can’t sign into my account?
We're sorry to hear this!
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 Your 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
When I log into my account I can't see my order?
If you checked out as a ‘guest’ when you placed the order and then made your account afterwards, then the order, unfortunately, won't show in your account history because you weren’t signed into this account when you placed it.
But don’t worry! All info and updates for your order are sent via automated email, so you can keep an eye on its progress that way (be sure to check your junk and spam folders).READ FULL ARTICLE
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 Customer Experience team below and we’ll be able to assist you.READ FULL ARTICLE
I checked out as a guest?
If you check out as a guest before creating an account with us, then, unfortunately, your order won't be associated with your account. We recommend creating an account before placing an order if you haven't already done so.
You will, however, still receive an order confirmation as well as tracking information so you keep up to date with the status of your order.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.
Head to 'My Account' 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