Returns & Exchanges

To help you shop with confidence over the holiday period, we've extended our returns period. Any purchases made between the 15th of November and the 31st of December 2021 will have an extended returns period of 60 days. 

If returning your item, please ensure that your item meets our returns policy requirements found here. With social distancing and hygiene measures in place our store team will process a return or exchange as preferred. 

Please note: All orders placed from the 1st of January 2022 will include our standard 30-day return and exchange period.

If you’ve had a change of mind, we offer both return and exchange options. Please first ensure your item meets our Returns Policy requirements.

Exchanging online 

Orders returned online are issued with a full refund only. If you’re unable to visit us for an exchange, we recommend processing an online return, then placing a new order. Our online return instructions will guide you through the process. 
 
Note: In-store purchases cannot be returned online, please pay us a visit!

Exchanging in-store

All online and in-store purchases can be exchanged in-store. If you’ve purchased through Afterpay, our team will refund your original order, then help you with a new purchase. 

What if I bought it online, whilst on sale, and it's now back to full price?

Please visit us in-store! Our team will swap your product at no extra cost, pending stock availability. 

You will be refunded according to your original payment method within 2-5 business days* of your return being processed. 

Debit or credit card 

Your refund will reflect in your account within 2-5 business days of your return being processed. 

PayPal 

We will initiate your refund and PayPal will be in touch once they have finalised your refund. You'll be able to transfer the funds from PayPal into your account. 

Afterpay 

When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.

Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

You are responsible for any costs associated with returning your order.

You are welcome to post your return back to our online warehouse and we will refund your order as per your original payment method.

Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

If you would like to avoid return postage fees, you are welcome to visit one of our stores and return your shoes in person. Please note, we can not facilitate Paypal refunds in-store. 

You can check out our Returns Policy for more information.

You are most welcome to return a sale item, as long as it meets our return conditions. 

Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid. 

You can check out our Returns Policy for more information.

It’s important to take care when packaging your return to ensure that the shoebox is undamaged. To meet the conditions in our Returns Policy, returns cannot be sent with the shoebox taped up, written on or exposed. 

We suggest turning the original packaging or a reusable shopping bag inside out to package your return in and protect it during transit. 

Alternatively, you can purchase a satchel from the post office to return your order in.

Sizing can be tough to get right!

If you purchased in-store or online using credit card or Afterpay, you're welcome to head into your local Dr. Martens store and our in-store team will happily assist you with exchanging for your correct size. Double-check that your Docs meet our Returns Policy before heading into a store. 

If you can't attend a store or you purchased, we recommend returning your item online and placing an order in the correct size.* Keep in mind that Dr. Martens default to UK sizing when purchasing online. 

Chatting to a Docs Expert is the easiest way to ensure you purchase the correct size. Call them on 0800 300 990 and select option 1 or chat with them here. 

*Please note that orders returned online will receive a full refund only. See our Returns Policy for more information. 

PayPal orders can be refunded online or in-store, provided they meet our Returns Policy.

PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.

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.