Dr. Martens Return Policy: A Simple Guide for Easy Returns (Online & In-Store)
Dr. Martens return policy explained! Learn how to return boots, get a refund, and avoid fees. Read our simple guide before you start!
Dr. Martens is a popular footwear brand known for its durable and stylish boots, shoes, and accessories. If you need to return a product, it’s important to understand Dr. Martens return policy to ensure a smooth process.
Here is a simplified version of their return policy.
Quick Overview of Dr. Martens’ Return Policy
| Feature | Details |
|---|---|
| Return Window | 30 days from order date |
| Return Condition | Items must be unworn, in original packaging with tags attached |
| Refund Processing Time | 7-10 business days after receiving return |
| Return Shipping Fee | $7 if using Dr. Martens’ prepaid label |
| Exchanges | Not available; place a new order instead |
| In-Store Returns | Not accepted for online orders |
| International Returns | Buyer covers shipping costs |
| Damaged/Defective Items | Contact customer service before returning |
| Gift Returns | Possible, with details of the original order |
Return Conditions
Dr. Martens has strict conditions for returning products:
- Items must be unworn and in sellable condition.
- Footwear and accessories must have all original packaging and tags.
- Shoes should be tried indoors to avoid scuff marks.
- Returns should be packaged securely to prevent damage.
- If an item is returned in unsellable condition, they may sent back the item to you.
Important Notes
- Dr. Martens is not responsible for items returned by mistake.
- You must keep proof of postage until the return is confirmed.
How to Return an Online Order
Online Returns
Dr. Martens allows customers to return items through their online return portal.
Steps to Return an Item Online:
- Start the return: Visit the Dr. Martens return page and follow the instructions.
- Print the return label: A prepaid UPS return label will be provided.
- Pack the item securely: Make sure it’s in its original packaging and attach the return label to the package.
- Drop off the package: Take it to the nearest UPS location.
- $7 will be deducted from your refund if you use Dr. Martens’ prepaid label.
If you are an APO, FPO, or Puerto Rico customer and need to make a return, please contact Dr. Martens Customer Service at support@drmartens.com or call 1-800-810-6673 for assistance.
In-Store Returns
- Online purchases cannot be returned to physical stores.
- All online orders must be returned using the online process.
How to Return or Exchange In-Store Purchases
If you purchased items in a U.S. Dr. Martens Full Price Store and need to return or exchange them, please follow these guidelines:
Return Policy for In-Store Purchases
- Returns must be made within 30 days of the purchase date.
- Items must be unworn and returned in their original packaging.
- You must bring your original receipt to process the return.
- Refunds will be issued to the original debit or credit card used for the purchase.
- For cash purchases:
- Refunds under $200 will be issued in cash.
- Refunds over $200 will be refunded to a debit card.
Important Notes
- Online and outlet purchases cannot be returned or exchanged in-store.
- Items purchased online, including through drmartens.com, are not eligible for return or exchange at Full Price Retail Stores.
- Items purchased at a Dr. Martens Outlet Store cannot be returned or exchanged at Full Price Retail Stores.
For any questions or further assistance, please contact Dr. Martens Customer Service.
International Returns
- Customers who placed orders through Dr. Martens’ international partner Global-E must return items through the designated return portal.
- The buyer covers return shipping costs, which vary by weight and country.
- Refunds are processed once the return is received and may take 7-10 business days.
Processing and Refund Time
- Once Doc Martens receives your return, it takes about 7-10 business days to process.
- Refunds are issued to the original payment method.
- Processing times may extend up to 10 business days depending on volume.
Exchanges
Dr. Martens does not offer direct exchanges. If you need a different size or style, follow these steps:
- Return the unwanted item for a refund.
- Place a new order for the preferred size or style.
Returning Damaged, Defective, or Incorrect Items
If you received a damaged, defective, or incorrect item, contact customer service first before returning.
- Email: support@drmartens.com
- Phone: 1-800-810-6673
- Provide your order number and a photo of the issue.
- Customer service will guide you through the return process without the standard $7 return fee.
Gift Returns
If you purchased a gift that the recipient doesn’t like, you can contact Dr. Martens’ support team.
- They will need details from the original order.
- Dr. Martens may offer a gift card instead of a refund.
How to contact Dr Martens Customer Service for help
24/7 Digital Assistant (Live Chat):
- For immediate help at any time, use the digital assistant by clicking the messenger icon in the bottom right corner of the Dr. Martens website.
Phone Support:
- Customer Service Number: 1-800-810-6673
- Hours: Monday–Friday, 6:30 a.m. – 4:30 p.m. PS
Common Questions
Summary
Dr. Martens’ return policy is straightforward, but there are important conditions to follow. Make sure your items are unworn, return them within 30 days, and use the correct return process for smooth processing.
Please Note: Return policies can change over time. While this article aims to provide accurate information based on the policy at the time of writing, it’s always a good idea to double-check the return policy on official Dr Martens website for the most up-to-date return policy details. For any specific questions or situations not covered here, the official website or contacting Dr Martens Customer Service directly is the best resource.
