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To better serve you, we have compiled a list of our most frequently
asked questions below:
Account
information and login
Credit card
transactions
Payment options
Product availability
VAT
Order Tracking and
Delivery
Canceling orders
Product Guarantee
How to Read Dr. Martens Leather Names
Special Care of Soles Needed in Kitchen Environments
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 have forgottten 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.
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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.
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Payment options
What are my payment options?
The credit cards we
accept are Visa, Mastercard, Delta, Visa Electron
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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.
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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.
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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 12.30 pm on the day of
receipt. However, during busy times the order may be despatched on the next working day.
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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.
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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.
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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
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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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