Payment & My Account

At this time, our online checkout system does not support payments using multiple credit cards. However, you can pay for your purchase using one credit card and one Dr. Martens gift card. 

We’re sorry to hear this has happened. 

Please report any fraudulent purchases to your local authorities. Their team will reach out to our Loss Prevention team and determine the next steps.

Our credit notes can only be used in-store. When making a purchase in-store, present your credit note to the team member to have it applied to your purchase.

Want to shop online? We can convert your credit note to an online gift voucher. Find out more info here.

We accept Mastercard, VISA, American Express, PayPal and Afterpay.

Your account will be debited at the time of order and the transaction will appear on your statement.

Zip’s Single-Use Visa Card allows you to shop with companies that aren’t partnered with Zip. 

If you wish to shop with us via Zip Pay, head to the Zip App and search for Dr. Martens. You’ll be directed to our website. When you’re ready to pay, select ‘Pay with Zip’ and a single-use card will be generated. 

For a full overview, please see here.

Returns:

If you need to return your order, your refund will be credited back to your Zip Account.

Please see full instructions here. 

If you have any questions or issues, please reach out to the Zip Pay team.

A tax invoice will be emailed to you, along with your order confirmation, shortly after you place your order online. You can save this email as a pdf, or print it if a hard copy is required. 

We can resend an invoice if you need it, just get in touch with our Docs Experts below. 

Adding shoes or items to your cart does not reserve the stock. To avoid missing out, complete the checkout to secure your items. 

When you first receive your shoes, we recommend trying them inside on carpet to check that they fit/ 

On the off chance that they don't fit and you need to return your shoes, they need to be in their original condition. If you have worn them outside, they will be ineligible for return. 

It's a good idea to check out our Returns Policy before wearing your shoes. 

Good to know! Shoes can only be returned in their original, undamaged shoebox, so don't throw it out until you've tried them on! 

Yes! Our Docs Experts are available to place an order over the phone with. 

Call us on 0800 300 990 and select 1.

How does it work?

During the call, we will collect your contact details and shipping address and process the payment via your preferred method. All payment details are kept strictly confidential and off-recording. Your contact details will be collected and used in accordance with our Privacy Policy. 

Payment Methods Accepted 

We accept VISA, Mastercard, American Express, PayPal and Afterpay for all phone orders. 

Please note: for PayPal and Afterpay orders we will never ask you for your password and will use a one-time-passcode sent via SMS instead.

Returns

All phone order purchases are subject to the same Returns and Exchanges Policy as online purchases. 

Placing an online order is easy. Follow our easy step by step guide below.

Would you prefer to speak to someone instead? Give our Docs Experts a call on 0800 300 990.

They'll be able to help you with your size and securely place an order for you.

If you prefer not to call, hit up our Docs Experts via our live chat channel.

HOW TO PLACE AN ONLINE ORDER

Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.

Step 2: Select the style you wish to purchase.

Clicking into the style, you'll be able to view a description of the shoe and product details 

If you're unsure about the right size, you can view our size chart!

Interested in this item? Select a size and click on "Add To Cart".

Once you've done this, you'll see a number next to the shopping bag on the top right-hand corner. This means you've successfully added an item to your cart!

You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:

"View or Update Cart" - If you need to make any edits to the current items in your cart
"Checkout" - You're happy with your selection, then proceed to checkout.

Step 3: Complete the order

We accept all secure payment methods! Click <<here>> for more information.

Note: At the cart, you'll also be able to enter in your discount code if you have one.

You'll be asked to either:

• Checkout as a guest
• Log into your existing account OR
• Create an account with us.

Follow the prompts and fill out all the required fields.

Once done, the last step is to review your details to make sure they're correct. 

Press "Place Order". You're done.

Having difficulties placing your order? No worries. Our Docs Experts are available to help over the phone on 0800 300 990.

Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).

Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.

Next steps: Sit tight. Once your order has been dispatched, you'll receive a follow-up email with your tracking details.

Got a large order? Let our Docs Experts help you out. 

Our team can help you out with sizing and styling advice, and place your large order safely and securely. 

Give our Docs Experts a call on 0800 300 990  and press option 1 once prompted.

Afterpay has introduced the Afterpay Card. It’s virtual, contactless and stored in Apple Pay or Google Pay. 

The Afterpay Card means that there is no need to generate a new barcode when shopping with Afterpay in-store. You’ll still initiate your purchase from the Afterpay app but you’ll be directed to your Apple/Google wallet. Tap your Afterpay Card at the checkout to complete your purchase.

For instructions on how to set up your Afterpay Card, check out Afterpay’s info here.

Afterpay is a simple instalment plan, allowing you to pay for your order in four equal instalments, due every fortnight!

Afterpay is available to all people who:

• Live in New Zealand;
• Are at least 18 years old
• Can enter into a legally binding contract
• Have a valid and verifiable email address, mobile number; and
• Use an Australian credit or debit card to make a purchase. You are not required to fill out a credit application form.

To find out more and sign up, please visit Afterpay’s website.

Simply choose Afterpay as your payment method at checkout. Your first payment will be taken when you place your order.  First-time customers will have to provide payment details. Any returning customers can simply log in to make their purchase. Your first payment will be taken when you place your order. 

At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise, Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.

If you have any further enquiries regarding Afterpay, you can check out their FAQs for more information.

Using Afterpay in-store is easy. Open your Afterpay App to view your available to spend balance. Select “Pay with Afterpay Card” and you’ll automatically be taken to your Afterpay Card in your digital wallet. 

At the checkout, tap the Afterpay Card to pay. You’ll be shown your payment schedule when your purchase is complete.

Afterpay orders placed online can be returned online or in-store.

Take a look at our Returns Policy to make sure your items meet our three main conditions. 

When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule.

If you return your order in full and receive a full refund, any paid payments will be refunded back onto the card you paid on, and any upcoming payments will be cancelled. 

If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situation.  

For a comprehensive breakdown of refunds with Afterpay, please see here.

Unfortunately, we are unable to facilitate exchanges online, but you are welcome to return and repurchase. 

If you have any further enquiries regarding Afterpay, head to their website for more information.

Returning Afterpay purchases in-store is easy. First, take a look at our Returns Policy to make sure your items meet our three main conditions. 

When you’re in-store, open your Afterpay app and access your Afterpay card in your Profile tab. Select ‘Return an order’ and then 'Refund with Afterpay Card' which will launch the screen to select Apple Pay or Google Pay. Select your Afterpay Card and tap against the reader. 

Alternatively, you can select ‘Orders’, open transactions and locate the transaction. Click ‘Return an Order’ and tap the card reader to initiate your refund.

You’ll be notified that your refund has been successful and adjustments will be made to your payment schedule. 

If you return your order in full and receive a full refund, any paid payments will be refunded back onto the card you paid on, and any upcoming payments will be cancelled. 

If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situation.  

For a comprehensive breakdown of refunds with Afterpay, please see here. 

Exchanges can be facilitated in-store for items of the same value only.

Refunds must be initiated via the Afterpay App. They cannot be initiated via the Digital Wallet.

If you have any further enquiries regarding Afterpay, head to their website for more information.

What is PayPal?

PayPal is an online payment system which lets you pay for your order with a PayPal account instead of entering your card details at the checkout, thus keeping your card details private. 

PayPal Pay in 4 

• PayPal Pay in 4 allows you to pay for your purchase in 4 interest-free instalments.
• Your first instalment is due at the time you make your purchase. The next 3 instalments are due every 2 weeks after. 
• Repayments are made automatically from your PayPal account. 

How do I use PayPal?

• You will need to set up an account with PayPal which is linked to your card or bank account. 
• Select PayPal as your method of payment at the checkout. 
• A PayPal pop up window will allow you to enter your PayPal log-in details, where you then authorise the transaction. 
• Once payment is confirmed, a confirmation page will appear along with your order number. 

What are the advantages of using PayPal with my Dr. Martens order?

• Advantages:
  
  • No need to enter your card details every time you make a purchase online. 
  • Your card details are kept private from the vendor. 

If you checked out as a guest, please note that your order won't show up in your "order history" if the account was created after placing the order.  

What's next?
You will still receive your tracking information so you can keep track of your order. Click here for ways to track your online order.

Need to reset your password? Sure thing - it's an easy process. 

Clicking 'Login' in the top right-hand corner of the website will bring up the login box. This box includes a hyperlink 'Forgot Password?' which prompts you to enter your email address.

You will then receive an email with instructions on how to reset the password to your account. 

Haven't received the email? Check your spam and junk inboxes - it may have filtered through there.

We're sorry to hear this. As a first step, double-check that you have an account with us.

If you receive emails from us, that means you are subscribed to our database and you may not have an account with us.

If you have created an account with us, that means you are an account holder. It's important to note that these are different and not the same.

Next steps:

1. As a first step in trying to fix this issue, we suggest double (and triple) checking your details. The password is the one you set up when opening your account.
2. If you're still having difficulty, we suggest clearing your cookies or using another browser. 
3. Resetting your password may also help you sign in - when prompted to put in your details, click the 'Forgot Password?' link and enter your email address. You'll be sent an email with instructions on how to reset your password. Keep an eye on your spam and junk folders as the email may end up there.

Want to keep track of items that catch your eye? With our "My List" feature you can. 

By selecting the heart under the Add to Cart button, you’ll add the product to your list.

To view the items you've added to the list, select "My List" in the top right-hand corner. 

Top tip: Create or sign in to your account when adding to your list so your added items will be available for you each time you visit the website.

Dr. Martens New Zealand does not offer a sign up or first-time buyer discount code. Join our mailing list to be the first to know about any promotions or offers! To sign up, scroll to the bottom of the website and enter your email address. 

Please note: If you have signed up to the Dr. Martens UK or US mailing list, their sign up discount codes are not redeemable at www.drmartens.co.nz 

Our discount codes and promotional offers cannot be used in conjunction with any other discount or offer. 

Please view the Terms & Conditions issued to you with your discount code. 

Where to apply the discount code:

Once you've added the item to your cart, select the "Proceed to Checkout" option and enter the code in the "Apply Promo Codes" section before providing your payment details. 

Other things to note:

1. Have you double-checked the Ts & Cs of the discount code? You can find the information in the body of the email that you received. You may need to hit a certain threshold in order for the code to work
2. Have you checked that your discount code was issued by Dr. Martens New Zealand? International codes cannot be used
3. Promotional codes cannot be used in conjunction with other offers and some exclusions may apply. We recommend checking the terms and conditions related to your discount before ordering.

Don’t know what your gift card balance is? Not a problem! Just follow the below steps to locate your balance.

1. First, add the item you wish to purchase to your cart
2. Next, click the “Cart” icon on the top right corner and scroll down to select “View or Update Cart”
3. On the right-hand side, you’ll see a section where it says “Apply Gift Cards & Promo Codes”. Click into it
4. Pop in your gift card number followed by your pin (can be found on the back of your card). Click “Check Gift Card Status and Balance”. Your remaining balance will be displayed on the screen!
5. Hit “Apply” to add the amount to your order!

Please treat your gift card carefully as we are not obligated to reissue a new gift card except under certain circumstances where we may choose to.

Any concerns? Please reach out to the Docs Experts team below.

Don’t remember your gift card PIN? No worries! Simply reach out to the Docs Experts below and we’ll help you track it down.

Yes, we can absolutely facilitate that for you! Just double-check that the credit note has not expired and still has funds left on it.

To swap over your credit note for a gift voucher, please contact our Docs Experts below and provide them with your credit note number.

Can I get an extension on my credit note?

If you need an extension, we're here to help! Simply contact our Docs Experts below with your credit note number and we'll take it from there.

Fans of Dr. Martens are unique, with an individual style that sets them apart from the crowd. Which is why sometimes, it’s better to let them pick out their own pair.

Gift Card Terms & Conditions:

1. Dr. Martens Gift Cards can be purchased in store and are redeemable at any Dr. Marten retail store in New Zealand or online at https://www.drmartens.co.nz/.

2. Gift Cards are valid for 3 years from the issue date, or until no amount remains on the Gift Card. Any balance that remains on the Gift Card after expiry will not be available for use.

3. Gift Cards cannot be exchanged (wholly or partly) for cash, reloaded, topped up or used to purchase other gift cards.

4. The value shown on a Gift Card includes GST.

5. Gift Cards are partially redeemable and any unused balance can be used for future purchases up to the expiry date.

6. Gift Cards should be treated like cash. Lost or stolen gift cards will not be replaced or refunded.

7. Items purchased using Gift Cards that are subject to our returns or refunds policy will be refunded as store credit. We reserve the right to issue you with a new Gift Card equivalent to the value of your refunded Gift Card purchase.

8. Should we suspect any fraud relating to a Gift Card, we may refuse to redeem the Gift Card until we are satisfied that no fraud has occurred.

9. We reserve the right to change these conditions at any time and will provide at least 14 days’ notice by posting the changes on this website. If you contact us within the notice period and do not accept the changes, we can cancel the Gift Card and refund you any value remaining on the Gift Card.

Unfortunately, we don't currently sell gift cards online. We're sorry for the inconvenience!

Docs make the perfect gift, but we know that purchasing them online can be tricky. Our Docs Experts are here to help you find the perfect present with sizing advice, product recommendations and stock checks. They can even place the order over the phone with you!

Give them a call on 0800 300 990  and press option 1. 

Dr. Martens does not offer price matching. We cannot price match to third-party retailers, sale prices or pricing discrepancies. 

We may cancel or delay delivery for orders where we require further payment information to process the purchase. Reasons include:

1. Request for additional information is refused or not received within the requested time
2. Request for the cardholder to contact us within the timeframe is not met
3. Purchase transaction does not pass our security check
4. The Purchase has connections to previous fraudulent orders
5. Purchase was made by an unauthorised alteration our website