Why haven't I received an order confirmation?
We can understand how frustrating this can be!
If you haven't received an order confirmation via email shortly after your purchase this may be due to:
- A small typo in the email address entered at the checkout
- Your order is still processing in our systems
- The email has been marked as spam and has been moved to your junk/spam folder
If you still haven't received it within 24 hours, contact our Docs Experts with the info below and we'll locate and resend your order confirmation.
- First name and last name the order was placed under
- Date when the order was placed
- Payment method used
Why have I received multiple confirmation emails?
We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order.
How does it work?READ FULL ARTICLE
If your order has been split into two parts and one item is dispatched first, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's being fulfilled from separate warehouses which means different dispatch times. Due to this, your items will be delivered separately.
I have received the wrong order?
We apologise if you have received the incorrect order!
Please contact our Docs Experts below to organise a solution. Please have proof of purchase and pictures of what you received handy when you reach out.READ FULL ARTICLE
Why was my order unable to be fulfilled?
Sometimes we have an influx of customers ordering the same item which leads to stock fluctuations. It means that we, unfortunately, can't fulfil all the orders.
If you receive an email letting you know your order was oversold, this means that we were unable to fulfil your entire order or part of your order.
When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account.
Our Terms & Conditions also cover our oversell policy under section 4. Orders, Pricing & Availability - Dr. Martens Australia reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.READ FULL ARTICLE
I only received one item, where is the rest?
Only received part of your order?
If you have ordered a few items, we may need to fulfil your order from multiple locations. This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order.
How do I track the rest of my order?
If your order has been split, you will receive an email with your tracking details for each separate delivery.
Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times.
If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our Customer Experience Team below and we can provide you with tracking updates.
Why wasn't my order delivered?
We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely.
If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.
We apologise for any inconvenience this may have caused however we don’t want your parcel to end up in the wrong hands.READ FULL ARTICLE
Why was my parcel left unattended?
All of our online orders are 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.
You can get in touch with the Docs Experts below and we’ll be able to assist you.
Please note that Dr. Martens will not be held liable for any stock loss due to theft or negligence if an authority to leave is selected at the time of checkout, and proof of delivery has been provided from our courier.READ FULL ARTICLE
I haven't received my tracking information?
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.
We also recommend checking your spam/junk inbox as it can sometimes land in there.
Why was my delivery returned to sender?
If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.
Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.
Rest assured that you will be refunded once your parcel makes its way back to the warehouse.
We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.
We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.
If you have any further enquiries, please get in touch with the Docs Experts below and we’ll be able to assist you.READ FULL ARTICLE
My Docs are missing shoelaces?
We are so sorry to hear that you've missed out on some laces!
If your Docs arrive without shoelaces, please reach out to our Docs Experts to let us know what's going on.
Need new laces? You'll find our range of shoelaces here.READ FULL ARTICLE