To better serve you, we have compiled a list of our most frequently asked questions below:

Account information and login

How can I change my account information?

You can change your account information by clicking on Account Information & Order Status in the Customer Service area. Enter your e-mail address and password and your account info will be displayed. You can update your e-mail address, name, password, and shipping information or check your order status.

How secure is my account information?

Completely secure. Dr. Martens UK Online Store is committed to protecting the security and privacy of your information. For details on the security of your transactions, please see our Privacy and Security page.

How do I get a copy of an invoice for my order?

Click on Account Information & Order Status in the Customer Service area. Enter your e-mail address and password and your account info will be displayed. At the bottom of the screen is your order history. Click on the order # to view the invoice.

I forgot my password. How do I get it?

Go to the Customer Service Area and click on the Account Information & Order Status link. Enter your email address in the 'Forgot your Password' field and click 'Request password'. A new password will be emailed to you.

Credit card transactions

Are credit card transactions on store.drmartens.co.uk safe?

Absolutely! In fact, it's statistically safer to use your credit card over the Internet than in a restaurant or department store. Dr. Martens UK Online Store servers use Secure Sockets Layer (SSL), an encryption technology that works with Netscape Navigator, Microsoft Internet Explorer, and AOL's browser, so that only Dr. Martens UK Online Store can read a customer's personal information. If you would like more information about our credit card security policy, please read Privacy and Security page.

Why would my card be declined if there are sufficient funds in my account?

In order to protect our customers from fraudulent transactions, the billing address is verified through your credit card company. If the billing address on your Dr. Martens UK Online Store account differs from the billing address on your bank's records, you could be declined. You should contact your credit card company to check the address they have on file for AVS (Address Verification System) purposes.

If your transaction was declined due to AVS Mismatch (Billing address provided does not match Billing address of cardholder), please do not attempt to resubmit your request, as it will send multiple authorisation requests to your banking institution and place holds on your funds. Please contact your banking institution to verify that the Master Billing address they have on file is the same as you entered when you registered.

My order was declined. Will I be charged for this order?

You may see pending charges on your account even though the order was declined. When an order is placed on our website, the transaction is sent to the bank for verification of the billing address entered, and for availability of funds. The bank holds the funds for that transaction, even if the order is then declined for other reasons. The hold will drop off automatically in two to three business days, since the transaction was not completed. Some banks, such as credit unions, may take longer or have additional restrictions on transactions.

Payment options

What are my payment options?

The credit cards we accept are Visa, Mastercard, Delta, Visa Electron

Product availability

Why would an item be out of stock when it still appears on your site?

Because of the high volume of customers purchasing from Dr. Martens UK Online Store, our products may sell out from time to time. We do update our site daily, but there may be occasions where we will sell out of a particular product, particularly since thousands of people visit our online store everyday. To avoid missing out on our featured items, we encourage you to act quickly.

Unlike most other Internet retailers, Dr. Martens UK Online Store carries a full inventory for every product we show on the site. This means that when we say an item is in stock, we mean it. In exceptional circumstances however, we may have to notify you via e-mail that a product is currently unavailable. We will do our best to recommend an alternative product. You will also have the option to cancel the order.

Do you ever restock items that are sold out?

Yes, we are occasionally able to restock items. However, we recommend that you take advantage of our in stock merchandise and place your order without delay.

The style or size I want is not shown on this website. Can I purchase it from you?

Our website shows every item that we currently have in stock. If a style or size isn't shown, it is sold out or no longer available. Many styles are seasonal. Dr. Martens comes out with new styles several times a year, and some old styles are discontinued.

VAT

Does Dr. Martens UK Online Store charge VAT?

All prices are displayed on the Website in pounds sterling and are inclusive of VAT at the prevailing rate charged in the UK.

Order Tracking and Delivery

How long will it take for my package to be delivered?

We ship via DPD and all orders are despatched either on the day of receipt or the next working day (we do not work on Saturday and Sunday). Typically the delivery will be next day, however please allow 3 days for delivery before contacting us.

How can I track my order?

Once the order is shipped, a DPD tracking number is assigned. Click on Account Information & Order Status in the Customer Service area. Enter your e-mail address and password and your account info will be displayed. At the bottom of the screen is your order history. Click on the order number to view the shipping status and tracking number for that order.

You can use the shipment tracking number on www.dpd.co.uk.

Does DPD deliver on weekends?

DPD does not delivery on Saturday or Sunday. Business days are Monday through Friday. So if you place an order for next-day delivery and it leaves our warehouse on Friday, it will be delivered on Monday, the next business day.

Why didn't my order ship the same day that I placed it?

We endeavour to despatch all orders received before 1.00 pm on the day of receipt. However, during busy times the order may be despatched on the next working day.

Canceling orders

How do I cancel or change an order?

We want you to enjoy your Dr. Martens products as soon as possible. Therefore, once you click 'Confirm Order', your order information is immediately sent to our warehouse for processing. This means that we will not be able to cancel or make any changes once your order has been confirmed. Should you choose to return your Dr. Martens item(s) for any reason, please consult our Returns Policy.

Product Guarantee

Is there a comfort guarantee?

Feet come in a wide variety of shapes and sizes! Unfortunately, Dr. Martens cannot guarantee that every style will work for every person's feet. We suggest trying the shoes on when you receive them. You can return them if they don't fit as long as they are in unworn condition. We attempt to have a wide variety of styles available at all times so you are able to find something that will be comfortable for you.

How to Read Dr. Martens Leather Names

Dr. Martens leather names indicate the color and type of leather. For example:

Aztec Crazy Horse

Black Greasy

Cherry Red Smooth

Bark Grizzly

These names are always broken down the same way. The color is always the first part of the name, and the type of leather is always the second part. The above examples would be broken down as follows:

Aztec = color & Crazy Horse = leather

Black = color & Greasy = leather

Cherry Red = color & Smooth = leather

Bark = color & Grizzly = leather

Special Care of Soles Needed in Kitchen Environments

Dr. Martens footwear, with its PVC air-cushioned soles is known for both its comfort and durability. It is, however, wear-tested in a street environment, not in a kitchen environment.

Fats such as cooking oils and greases used in kitchens are very aggressive on all types of footwear, including Dr. Martens.

If shoes are intended for this environment, we suggest special care. Washing the soles off daily with warm water and a grease-cutting soap (i.e. Dawn, Palmolive, etc.) and ensuring that the uppers are cleaned and protected may help footwear last longer in the kitchen environment.

Dr. Martens soles are oil, fat, acid, petrol, alkali RESISTANT, but not PROOF.

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