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Please note:
Due to a mechanical issue, we are experiencing further delivery delays. We apologise for the inconvenience.
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In-store COVID Safe Plan
COVID SAFE PLAN
Hygiene and social distancing measures
To help make them safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
Introduce a limit to the number of customers in-store at any given time.
Our stores will have signage displayed with the max capacity allowed in-store at any one time.
If the store has reached capacity, the number of customers will be managed using a one in, one out policy.
Mandatory face masks in-store
Face masks are mandatory when shopping in our stores.
Click & CollectArea Click & Collect Service Greater New Zealand Click & Collect
Auckland Click & Collect Available from 10/11/21
Maintain 2 metres apart from each other where possible
Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
Use EFTPOS/Paywave/Tap n Go services available
We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the store
Hand sanitiser will be available for all customers upon entry.
Regular cleaning routines throughout the entire store
We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwear
Our team will still be available to assist you with any sizing questions you may have, however they will maintain a 2-metre distance to comply with social distancing! We will also have disposable try-on socks and gloves available.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course.
Thank you for playing your part in helping us practice social distancing. We appreciate your continued support as we work through this together.
Dr. Martens.
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What are your Holiday Season Delivery Timeframes?
The lead up to the holiday season is one of the busiest times of the year and we want to make sure your order arrives at your doorstep on time.
Please see below for our shipping cut off dates:
Metro: Order by 11:59 pm NZDT on Monday the 13th of December
Rural: Order by 11:59 pm NZDT on Thursday the 9th of December.
Last-minute services:
1 Hour Click & Collect: Order by 2 pm (local time) on the 24th of December.
Please note: Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Dr. Martens.
From everyone at Dr. Martens, happy holidays and we wish you a very successful new year.
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How long does delivery take?
*Please note: Due to disruptions in flight schedules as a result of COVID-19 restrictions, we are experiencing delays of up to 3 business days on top of normal delivery timeframes. Our team are working hard to ensure you get your order as soon as possible.
DELIVERY OPTION
DELIVERY TIME
ORDER OVER $150
ORDER UNDER $150
Express Delivery
New Zealand Metropolitan Areas
2-5 business days*
FREE
$10
Express Delivery
New Zealand Rural Areas
4-7 business days*
FREE
$10
Important to note:
1. Delivery services do not run on National Public Holidays. Please refer here for more information.
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2. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Dr. Martens.
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What is your latest Returns Policy for in-store purchases?
Extended 60-Day Returns: Any purchases made between 15/11/21 to 31/12/21 will have up to 60 days to return. More info here.
We're constantly checking Government updates and directives, so if a town, region or city-wide lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.
Need to return your Docs? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
3 simple conditions for a successful return:
- Item(s) were purchased in the last 30 days and proof of purchase can be provided.
- Item(s) must be unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition.
Shoes must be returned in their original, undamaged shoebox.
In-store conditions
In-store purchases cannot be returned or refunded to the online store at this point in time.Exchanges & store credit
In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided.
Credit notes are valid for 12 months.
Credit notes must be presented at time of redemption.
Faulty items
We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.
Please check out this article for more information on in-store faulty assessments.
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What is your latest Returns Policy for online purchases?
Extended 60-Day Returns: Any purchases made between 15/11/21 to 31/12/21 will have up to 60 days to return. More info here.
We're constantly checking Government updates and directives, so if a town, region or city-wide lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.
We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
RETURN CONDITIONS
RETURNED WITHIN 30 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
Item(s) are in original packaging or shoe box in their original condition
Shoes must be returned in their original, undamaged shoe box. Please note that returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside-out plastic shopping bag.*Important to note: 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.
Please note that all online returns must be sent from your local post office. We do not accept direct returns to the warehouse.*We reserve the right to reject any returns that do not meet these requirements.
RETURN OPTIONS
CREDIT CARD PURCHASES PAYPAL PURCHASES AFTERPAY PURCHASES RETURN ONLINE Refund Available Refund Available Refund Available RETURN IN STORE Exchange, store credit or refund available. Refund available.
Exchange available for size only.Refund available. No exchanges ONLINE CONDITIONS
Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
Online purchases using PayPal can only be returned online or in-store.
Online purchases using Afterpay can be returned online or in-store.
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.
HOW IS THE REFUND PROCESSED?
Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your return tracking number, that way you can track your order and see when it reaches us.
I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution.
I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule.
I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website.
*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
FAULTY ITEMS
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.
If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.
If this is the case, please contact our Docs Experts below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.*
THIRD-PARTY & INTERNATIONAL PURCHASES
Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Dr Martens New Zealand; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.
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How do I break in my Docs?
Breaking in your Docs will take time and patience, but everyone goes through it. Read on to discover the ways to make this rite of passage go smoothly - we've got you covered.
1. Get the perfect fit
If you normally take half a size, we recommend sizing down. The boots should feel tight but not uncomfortable! If the boot feels uncomfortable when you try it on, especially in the width, then it is too small. Docs will soften and stretch as you wear them in! You can check out our size guide for more information.2. Wear thick socks and keep your laces tight
Wearing thick socks will protect your feet + encourage the leather to warm up + soften faster. We have a great range of Doc socks to help you achieve this. The Double Doc Sock features extra padding in all the classic friction points — like at the back of the heel and ankle — and now comes with arch support and a new blister protection system in the lining, meaning no blisters! Keep your laces tight to encourage the boot to mould to your foot and avoid rubbing.
3. If they're brand new, start with 1-2 hour intervals
Begin by wearing your Docs around the house for short periods of time. Don't attempt a festival or long walk the first time you wear them! Some leathers stretch quicker than others, Nappa, Carpathian and Virginia are some great soft leather options!4. Repeat until they're perfect
Follow the mentioned steps above until your boots are soft and shaped to your foot. Then, you're good to go wherever!4. Wonder Balsam
To help speed up the process, we recommend using our Wonder Balsam! This little pot of gold contains a mix of lanolin, beeswax and coconut oil to help soften the leather. It also adds a protective layer and subtle shine to your boots.
Throughout the years, we've heard all sorts... Let us know how you break in yours!
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