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 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.
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.
|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 and exchange available||Refund and exchange available|
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.
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.
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.