Returns & Exchanges

Unfortunately, PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. 

If your item meets our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order. 

PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.

Head to our Returns Portal to start the process! 

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.

Did you know? PayPal refunds return shipping fees! You can check out this link for more information.

Sizing can be tough to get right!

If you purchased in-store or online using credit card or Afterpay, you're welcome to head into your local Dr. Martens store and our in-store team will happily assist you with exchanging for your correct size. Double-check that your Docs meet our Returns Policy before heading into a store. 

If you can't attend a store or you purchased via PayPal, we recommend returning your item online and placing an order in the correct size.*

Chatting to a Docs Expert is the easiest way to ensure you purchase the correct size. Call them on 1800 931 831 and select option 1 or chat with them here. 

*Please note that orders returned online will receive a full refund only. See our Returns Policy for more information. 

You are responsible for any costs associated with returning your order.

You are welcome to post your back to our online warehouse and we will refund your order as per your original payment method.

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.

If you would like to avoid return postage fees, you are welcome to visit one of our stores and return your shoes in person. Please note, we can not facilitate Paypal refunds in store. 

You can check out our Returns Policy for more information.

Please view our Online Returns Policy before submitting a return. 

Online Return Instructions

1. Ensure you meet our 3 simple conditions for successful returns.
2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here
3. Select the item(s) that you wish to return. 
4. Complete and submit the form online. You will receive an email with your return label once your return has been submitted.
5. Print the provided address label. We recommend using a device such as a desktop computer that is connected to a printer for this step. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
6. Pack your return in another carton or satchel to protect the original packaging.
7. Visit your nearest Post Office to pay for and drop off the parcel.*

Please note: We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

Cost of Returns

You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

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. Please note that we cannot facilitate Paypal refunds in store.

What's next?

Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your Australia Post return tracking number so you can track when it reaches us.

If approved, refunds are processed by our returns warehouse within 2-5 business days.

Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

Ordered the wrong size or had a change of mind?

We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return 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.

Please note that orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund. 

You are most welcome to return a sale item, as long as it meets our return conditions. 

Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid. 

You can check out our Returns Policy for more information.

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.

If you return your order in full and receive a full refund, any paid payments will be refunded back onto the card you paid on, and any upcoming payments will be cancelled. 

If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situation.  

For a comprehensive breakdown of refunds with Afterpay, please see here. 

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, head to their website for more information.