Returns & Exchanges
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How do I book a return?
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1. Ensure return conditions are met
Before booking your return online, check that your item meets our returns conditions below. Please note: purchases made in store cannot be returned online.
- Item(s) were purchased within 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 shoebox in their original condition
2. Contact our Docs Experts HERE to book your online return
Our Docs Experts will provide you with an address label to print off. Attach the label to your parcel and then drop it off at your nearest Post Office.
- Package your return in a satchel or box. Do not use the shoebox as a postage box. If the shoebox is taped, damaged or has postal stickers attached, we cannot accept your return.
- Return shipping costs. You are responsible for the costs of returning any item(s) to our online store.
What's next?
Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow 2-5 business days for funds to reflect in your account.
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Can I exchange my items?
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.
I purchased online
If you originally shopped online and had your order delivered, feel free to visit any Dr. Martens store for an exchange. Unfortunately, we do not offer online exchanges. Feel free to post your item back to us for a refund and then place a new order.
I purchased in-store
If you originally shopped in-store and have had a change of mind, feel free to visit any Dr. Martens store for an exchange, pending stock availability. 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.
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Can I return a sale item?
You are most welcome to return a sale item, as long as it meets our return conditions.
You'll receive a refund on the sale price paid.
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I believe my Docs are faulty?
We’re very sorry to hear your item may have a manufacturing fault! Depending on how you purchased your item, we advise the below.
I purchased the item online at drmartens.com.au
Please contact our Docs Experts HERE for a faulty assessment. You will be prompted to provide images of the item, clearly showing the fault and product from all angles. If your item is deemed faulty, you'll be issued a full refund. Please note, we cannot facilitate exchanges online.
I purchased the item at a Dr. Martens store
Feel free to visit any of our Dr. Martens stores, along with proof of purchase or order number, and speak to a manager for an assessment. If the item is deemed faulty, the manager can help you with a refund or exchange, pending stock availability. View our store locator HERE.I purchased the item from another retailer/stockist (not directly from Dr. Martens New Zealand)
Unfortunately, we will not be able to assist you with a faulty claim as we will require, for any exchange or return, an official Dr. Martens receipt. Please reach out to the retailer for a faulty claim and assessment as your details and payment history will sit safely within their system.
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How do I package my return?
If you're returning an item via post, please make sure the original packaging/shoebox is undamaged. Satchels can be purchased at the Post Office. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
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Do not use the shoebox as an external postage box, we require the original shoebox, unmarked and in its original condition. -
Do I need to pay for returns postage?
You are responsible for any costs associated with returning your order. If you would like to avoid return postage fees, you are welcome to visit one of our stores and return your Docs in person.
You can check out our Returns Policy for more information.
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When will I receive my refund?
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.
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Can I return a PayPal order in-store?
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.
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Can I return Dr. Martens I purchased overseas?
We only accept returns on Docs purchased from Dr. Martens New Zealand.
Docs that are purchased 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 returns or warranty claims.
For orders placed outside of New Zealand, please visit one of our international sites:
United States: Dr. Martens US - Contact
United Kingdom: Dr. Martens UK - Contact
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