Order Issue – Dr Martens - Customer Experience Centre

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?

We can understand how frustrating this can be!

If you haven't received an order confirmation via email shortly after your purchase this may be due to:

A small typo in the email address entered at the checkout
Your order is still processing in our systems
The email has been marked as spam and has been moved to your junk/spam folder

If you still haven't received it within 24 hours, contact our Docs Experts with the info below and we'll locate and resend your order confirmation.

First name and last name the order was placed under
Date when the order was placed
Payment method used

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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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Why was my parcel 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 Docs Experts 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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