Delivery

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.

To our valued customers,

As we continue to monitor the COVID-19 crisis, our greatest priority is the health and safety of our team members, customers and the wider community. We’ve been closely monitoring what’s happening locally and sticking to the guidelines provided by the New Zealand Government.

We are pleased to announce that we have opened our store with our new safety protocols in place to comply with all Government directives.

Hygiene and social distancing measures

To help make them safer, we’ve introduced several measures 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.

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.

Maintain 2 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 2-metre distance to comply with social distancing! We will also have disposable try on socks and gloves available.

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 soon.

Dr. Martens.

Please see below for our delivery times and shipping fees.

Just placed an order? Here's when you can expect its delivery: 

Important to note:
1. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.

2. Delivery services do not run on National or State Public Holidays. Please refer to Australia Post for more information.

3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Dr. Martens.

Need help tracking your order? Click here.

If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. 

Tracking Notification 

Your tracking number will be sent with the subject line "Your Dr Martens Order DMAU00000 update".

Your tracking email will look like this:

Tracking your order:

1. You can log in to your account and select 'Track my Order' tab
2. Click on the Tracking link in your email notification or copy the Tracking Number in your email and track online at Australia Post.
3. Checked out as a guest? Head over to our tracking portal and simply pop in your order number (it'll start with DMAU) to follow your Dr Martens order.

Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.

Only received part of your order?

We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.

Having difficulties? If you haven't received your order by the estimated delivery date, contact our Docs Experts below and we'll help track it down.

All online orders will be dispatched with ‘Authority to Leave’ at the time of purchase. 

By ticking the box or selecting 'yes' at the checkout page on the website, you’ve selected to have our nominated courier leave your parcel at your unattended premises in accordance with your instructions.

You agree that the parcel is deemed ‘delivered’ when left at your premises.

Although the courier will use their discretion, if they do not think it is safe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card to call.  

If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact Star Track directly on - 13 23 45.

Please note that Dr Martens will not be held liable for any stock loss, due to theft or negligence if an authority to leave is selected at the time of checkout, and proof of delivery has been provided from our courier.

International delivery is unfortunately unavailable at this point in time. We only deliver to addresses within Australia.

We deliver to addresses across mainland Australia & Tasmania. 

For more information on remote island deliveries see here. 

Once an order has been placed, you cannot change the address under your account.
However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and update the address for you. Please contact our Docs Experts through Live Chat or call them on 1800 931 831 and press option 2 once prompted. They'll do their best to try and update the address for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If unable to do so, please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. They will be able to update your address.

Important to note:
Any address updates done by StarTrack will add an additional business day for delivery on top of the standard delivery time.

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time. 

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you.

During working hours, please get in touch with a Docs Expert via Live Chat or call on 1800 931 831 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If outside of working hours, please lodge an enquiry via Email. 

Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy.

Want it now? Dr. Martens offers 1 Hour Click & Collect.

Place a Click & Collect order during store opening hours and you will receive your collection email within 1 hour. 

Please wait until you’ve received this email before heading in-store to collect.

Ts & Cs 

1 Hour Click & Collect is only available where your purchase:

• is finalised on a day on which your nominated Dr. Martens store is open for business;
• is finalised one (1) hour before your nominated Dr. Martens store closes for that day 
• is available for Click & Collect 
• is not affected by an event outside the reasonable control of Dr. Martens (including any impediment caused by the fraud analytic pre-screening process)

Please note that this is only available for Victorian customers in select areas. 

Parcel Concierge is a FREE Click & Collect service Dr. Martens is trialling in certain locations in Melbourne with Vicinity Centres.

Parcel Concierge allows our customers who are eligible for the service to order online and pick up their order from a drive-through location at the shopping centre. 

Parcel Concierge is offered by Vicinity Centres. 

Participating Store

Dr. Martens Chadstone

How it works

1. Once you place a Click & Collect order at a participating Dr. Martens store, you'll receive 2 emails - a booking confirmation email and an email stating that your order is ready to pick up. 

2. You'll be contacted via phone by our store team who will offer you the Parcel Concierge service. 

3. The team will book you an appointment with Parcel Concierge. You will receive a booking confirmation email and an SMS reminder of your appointment. This email will include directions to the Parcel Concierge location.

4. Head to the Parcel Concierge location for your appointment with your ID and confirmation email to collect your order. You'll receive an SMS message afterwards confirming your order has been picked up. 

Updating or amending your booking

If you need to make changes to your parcel concierge appointment, please contact the Vicinity Centre:

Chadstone: (03) 9567 1083

Please note that as Parcel Concierge is hosted by Vicinity Centres, the Docs Experts are unable to assist in amending bookings. 

Missed Parcel Concierge Appointments 

If you miss your Parcel Concierge appointment, Parcel Concierge will send you a form to rebook your appointment. Alternatively, you can call the Vicinity Centre to arrange.

If your order is not picked up within three days of your initial appointment, your order will be returned to the store and alternate options for you order will be offered. 

Click & Collect allows you to place an order online and pick up in your nominated store! It's as easy as that! Simply browse the website and find the products you want, then follow the steps below:

• Select your size.t
• Select 'Click & Collect' and enter your postcode & search radius and click 'Check'.
• The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'.
• This will add the product to your cart, and you are free to browse and add other products to your cart.
• Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
• Now complete the order by entering your personal details and payment information.

Once your order is placed, our in-store team will be notified and they'll get busy preparing your order. Once it's ready we'll send you an email** letting you know and you can come and collect at your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you).

**When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.

If you need to nominate someone other than yourself to collect the order, we require prior contact with our Docs Experts. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

Once you have placed an order, you will receive an email notification when it is ready to be picked up from your nominated store. We recommend checking your spam/junk mail as it can sometimes land in there.

You’ll get an email notification once your order is ready to be picked up, so be sure to keep an eye out in your inbox! We also recommend checking your spam/junk mail as it can also land in there.

When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.

To help us process your order quickly in-store, please ensure you bring along the following with you:

- Order Confirmation.
- Personal ID (ie, your driving license, proof of age or passport).

 We may also request to see the credit/debit card used or speak to the cardholder.

If for any reason you cannot pick up your Click & Collect order from store or would like to cancel, please get in touch with our Docs Experts below to organise this. Don't worry! You don't need to physically go back in-store!

Please ensure that you include your order number when contacting us so we can assist you in the quickest way possible.

If your size isn't available in-store, our team can order your item from another store across Australia and have it delivered to your house, free of charge. 

When placing an order in-store, please double-check that you provide your correct delivery address and contact details. 

Your item will be delivered within 4 - 7 business days. 

Returning an in-store order

If you would like to return your item, please ensure that you adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item in-store.

Please note that shipping and handling times can take anywhere between 4-7 business days, as your order could be coming from any one of our National stores*. 

Your order confirmation will be sent to the email address that was entered upon placing the order.

Once your item/s have been dispatched, you will receive your tracking details.

 *Please note that this option is only available within Australia at the moment.

Returning an item:

If you would like to return your item, please ensure that your items adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item back in-store.

Having difficulties? Contact the Docs Experts below and we'll be able to assist you.