I’ve changed my mind - can I return or exchange my items?
We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return or exchange 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.
Having difficulties? Get in touch with the Customer Experience team below and we’ll be able to assist you.READ FULL ARTICLE
Can i return an item I bought more than 30 days ago?
We're happy to accept change of mind returns within 30 days of receipt where the item is in new, unworn, unwashed and otherwise undamaged condition with tags attached and in their original packaging.
Please refer to our Returns Policy to see full details, however, if your item was purchased more than 30 days ago, Dr. Martens cannot offer a refund.
If you believe your item is faulty, please refer to our faulty returns process here.READ FULL ARTICLE
How can I return or exchange an online order 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 the conditions below and bring your proof of purchase. Your confirmation email also acts as proof of purchase.
Remember, you cannot return an item purchased with PayPal in-store. You'll need to post it back to us. You can check out our Returns Policy for more information.
How to return a Click and Collect?
You can simply return to your store of collection if you have changed your mind about your recent click and collect purchase. Keep in mind, we can't refund PayPal orders in store. You are also welcome to post your Click and Collect back to us for return.
Our general return policy applies.READ FULL ARTICLE
How can 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.READ FULL ARTICLE
How can 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.READ FULL ARTICLE
You can, however, get your money back on your return shipping fee. You can check out this link for more information.
How do I return an item purchased from a Dr. Martens store?
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 provided that the items are in their original condition, with tags attached, in their original packaging and proof of purchase.READ FULL ARTICLE
Find your nearest store here.
I have received the wrong order?
Sometimes we make mistakes, we apologise if you have not received what you ordered!
Please contact our Customer Experience team to organise a solution.READ FULL ARTICLE
*You will be asked to provide proof of purchase as well as some photographs of what you received.
In-store faulty assessment
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
Check out our Returns Policy here.READ FULL ARTICLE
- 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.
If your complaint does not relate to a purchase, please contact our Customer Experience team below.
*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.