Returns & Refunds

 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. 

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.

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.

 3 simple conditions for a successful return

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. * 

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.

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.

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.

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:

• Item(s) were purchased in the last 30 days and proof of purchase can be provided.
• Item(s) must be unworn & undamaged with original tags attached.
• Items are in their original packaging (shoebox) and in original condition.

In-store conditions

In-store purchases cannot be returned or refunded to the online store at this point in time.

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 team to decide whether a full refund will be provided. 

Faulty items

We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

Please check out this article for more information on in-store faulty assessments.

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

For a full list of stores currently open for trade, please click here.

If you're in one of our stores, please ask to speak to a Manager. We have empowered both our Store & Assistant Managers to use their own discretion about your purchase.*
If you the customer, deem a purchase to be a manufacturing fault, the manager can offer one of the below

• exchange for the same item
• exchange for a different size
• a full refund (depending on the payment method)
• disagree that there is a genuine manufacturing fault and therefore not process the return.

We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, please follow the below steps.

You are welcome to head into your local store and have the item assessed by a store manager. Click here for more information on in-store faulty assessments! If the item is deemed faulty, our team will be able to assist you. Please note that any items purchased with PayPal cannot be returned to store. You will need to contact our Customer Experience team for a faulty assessment.

Alternatively, if you cannot make it to your local store, you may contact our Customer Experience team below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault. *

*Please do not send the faulty product back without contacting us first.

*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).

*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return within 30 days of purchase. Double-check that your items meet our Returns Policy and the three main requirements:

• returned within 30 days of purchase (with proof of purchase available if requested).
• unworn, unwashed and undamaged with original tags attached. 
• in original packaging and condition. Items cannot be sent back with their packaging exposed, taped up or otherwise damaged.

Please follow the instructions here on how to organise your return. 

I purchased my item more than 30 days ago - can I still return or exchange?

Unfortunately, we can only accept change of mind returns and exchanges within 30 days of purchasing. If your item falls outside of this time frame we will not be able to facilitate a change of mind return or exchange. 

I purchased my item online - can I return or exchange in-store?

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. Just be sure to meet our Returns Policy and bring your proof of purchase. Your confirmation email also acts as proof of purchase.

You cannot return an item purchased with PayPal in-store. You'll need to organise an online return.

I purchased an item in-store - how do I return or exchange?

If you made a purchase in a store, you must return your item to a store location. We are unable to accept in-store returns to our online warehouse. 

We will be happy to provide you with an exchange, store credit or refund as long as the items are in their original condition, with tags attached, in their original packaging and proof of purchase.

I want to exchange or return an item, however, I purchased it from somewhere else?

We want you to be completely satisfied with our products and we're sorry to hear that your purchase doesn't meet your needs.

If your item was purchased from a third-party retailer and not directly from us (in-store or online), you will need to return to the retailer and have it assessed by them. Unfortunately, we are unable to facilitate exchanges or refunds from our end for purchases made with other retailers.

Once the place of purchase has assessed your item(s) they will be able to advise the next steps!

Having difficulties? Get in touch with the Customer Experience team below and we’ll be able to assist you.

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.

When your return arrives, it will be processed by our returns warehouse within 2-5 business days. Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

Any questions? Please get in touch with our Customer Experience team below.

You are responsible for any costs associated with returning your order.

You are welcome to post your back to our online warehouse and we will refund your order as per your original payment method.

Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

If you would like to avoid return postage fees, you are welcome to visit one of our stores and return your shoes in person. Please note, we can not facilitate Paypal refunds in store. 

You can check out our Returns Policy for more information.

You can return any item to our online store or to us in-store, just be sure to meet the conditions below and bring your proof of purchase. 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 are unable to facilitate PayPal returns in-store. You can check out our Returns Policy for more information.

Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

 3 simple conditions for a successful return:

• Item(s) were purchased in the last 30 days and proof of purchase can be provided.
• Item(s) must be unworn & undamaged with original tags attached.
• Items are in their original packaging (shoebox) and in original condition.

  To return to our online store:

1. Ensure you meet our 3 simple conditions for successful returns.
2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here
3. Select the item(s) that you wish to return. 
4. Complete and submit the form online. You will receive an email with your return label once your return has been submitted.
5. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
6. Pack your return in another carton or satchel to protect the original packaging.
7. Visit your nearest Post Office to pay for and drop off the parcel.
   
   *Please note -We reserve the right to reject any returns that do not meet these requirements.

WHATS NEXT?

Please allow time for your return to reach our warehouse. This time may vary depending on your location.

If approved, refunds are processed by our returns warehouse within 2-5 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.

HOW DO I RETURN IF I PAID WITH AFTERPAY?

If you paid for your order via AfterPay, you are welcome to head to your nearest store and return the item/s in person. or you can post your item back to our online store. Take a look at our Return Policy to find out more information.

When your refund is processed, AfterPay will send you an email and make the necessary adjustments to your payment schedule.

For example, if you've made two repayments you will be refunded for those two payments and all further payments will be cancelled.

Unfortunately, we are unable to facilitate exchanges, but you are welcome to repurchase on a new barcode.

If you have any further enquiries regarding Afterpay, you can head to their website for more information.

HOW DO I RETURN IF I PAID WITH PAYPAL?

If you made a purchase via PayPal, please note that we cannot accept returns to any of our stores.

You are welcome to post your back to our online store and we will refund your order in accordance with your original payment method.

PayPal will be in touch once they have finalised your refund and you will need then need to transfer the funds into your bank account if you wish.

For instructions on how to return your item, please see our Returns Policy. 

Please note that we do not offer exchanges for online orders.  If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

You can, however, get your money back on your return shipping fee! Click here for more information.

You are most welcome to return a sale item, as long as it meets our return conditions. 

Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid. 

You can check out our Returns Policy for more information.