Delivery

Just placed an order? Here's when you can expect your parcel. 

* Delivery timeframes are estimates only, and may vary with peak sale periods, COVID-19 related impacts, possible courier delivery issues, and other influences beyond the control of Dr. Martens. 

Need help tracking your order? Click here.

Delivery within New Zealand 

Once your order has been packed and picked up from our warehouse, you'll receive an email from our courier with a tracking number and a link to track its delivery. If you haven't received an email with tracking details, it just means we're still packing your order and it's yet to be dispatched from our warehouse. 

• If you checked out as a guest: Wait for your email with the tracking number and link to track its delivery. If you're on a desktop, head to the bottom of our homepage, click 'Track my Order' and enter your order number (found in your confirmation email e.g. DMNZ...)
  
  
• If you have an account: Login to your account and select the 'Track my Order' tab

Please note: It can take up to 48 hours for the tracking number to become available on the couriers website.

You do not need to be home to accept your parcel as our orders are dispatched with Authority to Leave (ATL)*. 

If you are not at home when delivery is attempted, the courier driver will leave your parcel in a safe place.

If they deem it unsafe to leave your parcel unattended, they'll leave a collection card and you can collect your parcel from your local post office.  

*If you would prefer that your order is not dispatched with Authority to Leave, uncheck the option before placing your order. 

International delivery is unfortunately unavailable at this point in time. We only deliver to addresses within New Zealand. 

All online orders from our New Zealand online store will be dispatched with ‘Authority to Leave’ at the time of purchase.

By ticking the box or selecting 'yes' at the checkout page on the website, you’ve selected to have our nominated courier leave your parcel at your unattended premises in accordance with your instructions.

You agree that the parcel is deemed ‘delivered’ when left at your premises.

Although the courier will use their discretion, if they do not think it is safe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card to call. 

If you have inquiries relating to the whereabouts of your parcel, we advise that you contact the courier directly.

Please note that Dr. Martens New Zealand will not be held liable for any stock loss, due to theft or negligence when the authority to leave is selected at the time of checkout, and proof of delivery has been provided from our courier.

Click & Collect allows you to order online and then pick it up from your nominated Dr. Martens store for no additional charge. Simply browse the website and find the products you want, then follow the steps below:

1. Select your size
2. Select 'Click & Collect' and enter your search radius and post code. Click 'Check'.
3. Nearby stores with the item available will be listed*
4. Select your preferred store and click 'Buy & Collect In Store'. Proceed through checkout to place your order. During checkout the delivery method should clearly state Click & Collect with your selected store.  

*Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out. 

What's next? 

If your order is placed during store opening hours, our in-store team will prepare your order and you'll receive your collection email within 1-hour. Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you).

Good to know: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Docs Experts below. The nominee will also be required to show a form of I.D.

Place your order during store opening hours and you'll receive your collection email within 1-hour.

You're able to collect your order once you've received the ready-for-collection email. Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you). 

Good to know: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Docs Experts below. The nominee will also be required to show a form of I.D.

Should you wish to cancel your order, get in touch with our Docs Experts, either via Live Chat or on 0800 300 990, and provide us with your order number (starts with DMNZ). 

If outside of working hours, please lodge an enquiry via Email. 

Once you have placed an order, you will receive an email notification when it is ready to be picked up from your nominated store. We recommend checking your spam/junk mail as it can sometimes land in there.

Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order. 

If you notice that you've made a mistake on your order, please contact our Docs Experts immediately, either via Live Chat or on 0800 300 990. There is a short window of time before its packed, in which we will attempt to cancel the order for you so that you can reorder the correct size, colour or item. 

If outside of working hours, please lodge an enquiry via Email. 

Please note: If your order is no longer eligible for cancellation, once you've received your item(s), you can you can return them in accordance with our returns policy. 

Should you wish to cancel your order, please contact our Docs Experts immediately, either via Live Chat or on 0800 300 990. We will try our best to accommodate your request, however, due to our fast dispatch and turnaround times, we cannot guarantee this. 

If outside of working hours, please lodge an enquiry via email. 

Important to note: We are unable to cancel orders after items have been shipped. Once you receive your item(s), you can return them in accordance with our Returns Policy.

Once an order has been placed, you cannot change the address under your account.

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and update the address for you. Please contact our Dr. Martens Experts through Live Chat or call them on 0800 300 990 and press option 2 once prompted. They'll do their best to try and update the address for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If you ordered in-store for home delivery, please note that shipping and handling times can take anywhere between 1-3 business days, as your order could be coming from any one of our stores across New Zealand. 

Your order confirmation will be sent to the email address that was entered in upon placing the order.

Once your item/s have been dispatched, you will receive your tracking details.

Returning an in-store order:

If you wish to return an item that you ordered in-store, please visit us in-store for a refund.
We are currently working towards solidifying a seamless online refund experience for in-store orders. Before returning your item in-store, please ensure that you adhere to our Returns Policy.

If your size isn't available in-store, our in-store team can order your item from another store across New Zealand, if available, and have it delivered to your front door. We will take your payment in-store at the time of the order and any shipping costs will be on us! 

Your item will be delivered within 1-3 business days. 

Returning an in-store order

If you wish to return an item you ordered in-store, please visit us in-store for a refund.
We are currently unable to facilitate an online return for an in-store order. When returning your item in-store please bring along proof of purchase and ensure that your item meets our Returns Policy conditions. 

Please note: If we are unable to fulfill your in-store order please visit us in-store to claim your refund. If you don't claim your refund within 60 days, we'll email another reminder. If your credit remains unclaimed after 90 days, it'll be issued in the form of a gift card.