Order Issue – Dr Martens - Customer Experience Centre

I only received one item, where is the rest?

Only received part of your order?

If you have ordered a few items, we may need to fulfil your order from multiple locations. This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order.

How do I track the rest of my order?

If your order has been split, you will receive an email with your tracking details for each separate delivery.

Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times.

If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our Customer Experience Team below and we can provide you with tracking updates.

Click here for ways to track your order.

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I've received a faulty item

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:

1. Contact our Docs Experts here

2. You will be asked to provide proof of purchase as well as photographs that clearly display the fault. We ask that you include photos of the tongue, side and soles*

3. Our Docs Experts will review and provide the next steps.

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

* Proof of purchase is required to initiate a Faulty Assessment.

*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.

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Why haven't I received my order confirmation?

Depending on your spam filters, it is possible that your confirmation email has been forwarded to your junk folder - we would recommend double-checking your junk folder.

If you still have not received your order confirmation after 24 hours, please get in contact with our Kicks Team and they will happily assist you.

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My Docs are missing shoelaces?

We are so sorry to hear that you've missed out on some laces!

If your Docs arrive without shoelaces, please reach out to our Docs Experts to let us know what's going on.

Need new laces? You'll find our range of shoelaces here.

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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 Docs Experts 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.

You can check out our Delivery Timeframes to help you estimate the arrival of your order.

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