Delivery

*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.

Important to note:

1. Delivery services do not run on National Public Holidays. Please refer here for more information.
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.

Need help tracking your order? Click here.

Please note: Due to disruptions in flight schedules as a result of COVID-19 restrictions, we are experiencing delays. Our team are working hard to ensure you get your order as soon as possible.

Please see below for our delivery times and shipping fees.

Please note: Due to disruptions in flight schedules as a result of COVID-19 restrictions, we are experiencing delays. Our team are working hard to ensure you get your order as soon as possible.

Tracking your order:

1. You can log in to your account and select the 'Track my Order' tab
2. Checked out as a guest? Pop the tracking number (can be found in your tracking email) into the Tracking Portal to follow your Docs order.

Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.

If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. You can check out our Delivery Timeframes to help you estimate the arrival of your order.

Tracking Notification 

Your tracking number will be sent with the subject line "Your Dr. Martens Order Update".

Your tracking email will look like this:

If you haven't received your order by the estimated delivery date, contact the Docs Experts below and we'll help track it down.

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.

Want it now? Dr. Martens offers 1 Hour Click & Collect.

Place a Click & Collect order during store opening hours and you will receive your collection email within 1 hour. 

Please wait until you’ve received this email before heading in-store to collect.

Ts & Cs 

1 Hour Click & Collect is only available where your purchase:

• is finalised on a day on which your nominated Dr. Martens store is open for business;
• is finalised one (1) hour before your nominated Dr. Martens store closes for that day 
• is available for Click & Collect 
• is not affected by an event outside the reasonable control of Dr. Martens (including any impediment caused by the fraud analytic pre-screening process or government lockdowns)

Click & Collect allows you to place an order online and pick up in your nominated store! It's as easy as that! Simply browse the website and find the products you want, then follow the steps below:

• Select your size.t
• Select 'Click & Collect' and enter your postcode & search radius and click 'Check'.
• The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'.
• This will add the product to your cart, and you are free to browse and add other products to your cart.
• Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
• Now complete the order by entering your personal details and payment information.

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

Once your order is placed, our in-store team will be notified and they'll get busy preparing your order. Once it's ready we'll send you an email** letting you know and you can come and collect at your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you).

**When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.

If you need to nominate someone other than yourself to collect the order, we require prior contact with our Docs Experts. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

You’ll get an email notification once your order is ready to be picked up, so be sure to keep an eye out in your inbox! We also recommend checking your spam/junk mail as it can also land in there.

When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.

To help us process your order quickly in-store, please ensure you bring along the following with you:

- Order Confirmation.
- Personal ID (ie, your driving license, proof of age or passport).

 We may also request to see the credit/debit card used or speak to the cardholder.

If for any reason you cannot pick up your Click & Collect order from store or would like to cancel, please get in touch with our Docs Experts below to organise this. Don't worry! You don't need to physically go back in-store!

Please ensure that you include your order number when contacting us so we can assist you in the quickest way possible.

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.

You can simply return to your store of collection if you have changed your mind about your recent Click & Collect and collect purchase. 

Our general Returns Policy applies.

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.

Due to the impact of COVID-19, we are experiencing further delays in delivery times. Please see our current delivery timeframes here. 

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.

Due to the impact of COVID-19, we are experiencing further delays in delivery times. Please see our current delivery timeframes here. 

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.