Do you offer extended returns over the holiday period?
To help you shop with confidence, we've extended our return and exchange period. Any purchases made between the 15th of November and the 31st of December 2021 will have an extended return period of 60 days.
If returning your item, please ensure that your item meets our returns policy requirements found here. With social distancing and hygiene measures in place our store team will process a return or exchange as preferred.
Please note: All orders placed from the 1st of January 2022 will include our standard 30-day return and exchange period.READ FULL ARTICLE
Can I return Docs I bought in the US or Europe?
Unfortunately, we can only accept returns on Docs purchased from Dr. Martens Australia.
If you are in the US or Europe, please contact your respective Dr. Martens Customer Experience team.
Purchased from a third-party retailer? You'll find more info here.
Do I need to pay for return postage?
You are responsible for any costs associated with returning your order.
You are welcome to post your return 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're 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.READ FULL ARTICLE
How do I book a return?
Please view our Online Returns Policy before submitting a return.
Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements on the off chance you need to return them.
Online Return Instructions
- Ensure you meet our 3 simple conditions for successful returns.
- Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here
- Select the item(s) that you wish to return.
- Complete and submit the form online. You will receive an email with your return label once your return has been submitted.
- 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.
- Pack your return in another carton or satchel to protect the original packaging.
- 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.
Shoes must be returned in their original shoebox.
If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.
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 allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your return tracking number so you can track when it reaches us.
If approved, refunds are processed by our returns warehouse within 2-3 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Can I exchange my items?
If you’ve had a change of mind, we offer both return and exchange options. Please first ensure your item meets our Returns Policy requirements.
Orders returned online are issued with a full refund only. If you’re unable to visit us for an exchange, we recommend processing an online return, then placing a new order. Our online return instructions will guide you through the process.
Note: In-store purchases cannot be returned online, please pay us a visit!
All online and in-store purchases can be exchanged in-store. If you’ve purchased through Afterpay, our team will refund your original order, then help you with a new purchase.
What if I bought it online, whilst on sale, and it's now back to full price?
Please visit us in-store! Our team will swap your product at no extra cost, pending stock availability.
Can I return a sale item?
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.READ FULL ARTICLE
How do I package my return?
It’s important to take care when packaging your return to ensure that the shoebox is undamaged. To meet the conditions in our Returns Policy, returns cannot be sent with the shoebox taped up, written on or exposed.
We suggest turning the original packaging or a reusable shopping bag inside out to package your return in and protect it during transit.
Alternatively, you can purchase a satchel from the post office to return your order in.READ FULL ARTICLE
How can I return a Click and Collect order?
You can simply return to your store of collection if you have changed your mind about your recent Click and Collect purchase.
Our general returns policy applies.READ FULL ARTICLE
When will I receive my refund?
You will be refunded according to your original payment method within 2-5 business days of your return being processed.
Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
Debit or credit card
Your refund will reflect in your account within 2-5 business days of your return being processed.
We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You'll be able to transfer the funds from PayPal into your account.
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.READ FULL ARTICLE
Can I return my item if I didn't buy it from a Dr. Martens store?
We want you to be completely satisfied with our products and we're sorry to hear about your experience with our items.
If your item was purchased from a third-party retailer and not directly from us (in-store or online), you will need to return to the retailer and have it assessed by them. Unfortunately, we are unable to facilitate exchanges or refunds from our end for other retailer purchases.
Once the place of purchase has assessed your item(s) they will be able to advise the next steps!READ FULL ARTICLE
Can I return Dr. Martens I purchased overseas?
Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Dr. Martens Australia; we advise you to contact the place of purchase for any returns or warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.
For orders placed outside of Australia, please visit one of our international sites:
United States: Dr. Martens US - Contact
United Kingdom: Dr. Martens UK - Contact
Can I return a PayPal order in-store?
PayPal orders can be refunded online or in-store, provided they meet our Returns Policy.
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.READ FULL ARTICLE
Can I exchange my Docs for a different size?
Accidentally ordered the wrong size and want to exchange?
If you purchased in-store or online using credit card, Afterpay or PayPal, 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, we recommend returning your item online and placing an order in the correct size.* Keep in mind that Dr. Martens default to UK sizing when purchasing online.
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.READ FULL ARTICLE
Can I return my item to your warehouse in-person?
Unfortunately, customers cannot attend our warehouse or office to return items due to OH&S restrictions.
If you attempt to return your item in person, your item will not be accepted for return.
Please follow our approved return procedures to ensure your return is processed correctly.
If you wish to avoid return postage fees, you are welcome to return your item in-store if you paid via Afterpay or credit card. Paypal orders must be returned online.READ FULL ARTICLE