Order Issue – Dr Martens - Customer Experience Centre

Why was my delivery returned to its 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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Why haven’t I received any tracking information?

We’re incredibly sorry to hear that you haven’t received your tracking information!

Please note that you will only receive your tracking information once your order has been dispatched, so please allow some time in between before contacting us.

We recommend checking your spam/junk inbox as it can sometimes land in there. If it’s still missing, please get in touch with the Customer Experience team below and we’ll be able to assist you.

Please remember to include your order number when reaching out to the team, as this helps to speed up the process.

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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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What do I do if I need to update my delivery address?

We all make mistakes sometimes! Unfortunately, our Customer Experience team are unable to update your address, we’re so sorry!

You will need to wait until your order has been dispatched and then get in contact with StarTrack on 13 23 45 and provide them with your tracking number (can be found on your dispatch email!). They will be able to update your address, however, please note that this does add an additional business day for delivery on top of the standard delivery time.

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I’m missing part of 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!

Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.

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