Order Issue – Dr Martens - Customer Experience Centre

Why was my delivery returned to sender?

If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

If you have any further enquiries, please get in touch with the Customer Experience team below and we’ll be able to assist you.

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I haven't received my tracking number?

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.
We also recommend checking your spam/junk inbox as it can sometimes land in there.

Click here for ways to track your order.

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I didn’t select ‘Authority to Leave’, but my parcel was left unattended?

All of our online orders are 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.

Alternatively, you can get in touch with the Customer Experience team below and we’ll be able to assist you.

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.

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I selected ‘Authority to Leave’, but my order wasn’t delivered. Where is it?

We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely.

If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.

We apologise for any inconvenience this may have caused however we don’t want your parcel to end up in the wrong hands.

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

Alternatively, you can reach out to the Customer Experience team below and we’ll be able to assist you.

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I’m missing an item from my order?

Only received part of your order?

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia.

How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times.

Click here for ways to track your order.

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What is an oversell?

While uncommon, from time to time we have an influx of customers all hoping to order the same item, we realise when attempting to fill these orders that unfortunately we can't fulfil them all.

If you have received an email about your order being oversold, this means that we were, unfortunately, unable to fulfil your entire order or part of your order.

Our Terms & Conditions also cover our oversell policy under section 4. Orders, Pricing & Availability - Dr. Martens Australia reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.

When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account.

If you would like to get your discount code, please get in touch with our Customer Experience Team below and they will provide you with a unique code for your next purchase.

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