General Policy

Orders placed on store.drmartens.co.uk will normally ship the same day (Monday - Friday) providing the order is placed and credit card authorization has been received prior to 1pm. However, during busy periods this may take longer. We ship all packages using DPD.

Our Delivery Service

Your order can be delivered Monday to Friday (excluding Bank Holidays) anytime between 7am and 7pm; a signature is required on receipt. If you register your mobile number when you place your order you will receive a SMS notification from DPD on the day of delivery; this can include an estimated delivery time. If the delivery is not convenient you can re-schedule the delivery for a different day by following the instructions on the SMS.

If you are not around to take delivery of your parcel the driver will leave a calling card telling you how you can collect it from your local Depot or re-arrange delivery. You can also arrange for your parcel to be left in a safe place or with a neighbour by contacting our Customer Service team on 0845 437 3141 (Monday to Thursday 08:30am - 5pm and Fridays 08:30am - 4pm)

The courier will attempt to deliver up to 3 times on consecutive working days (Monday to Friday) If the delivery is not successfully delivered to you after this the parcel will be returned to our Warehouse.

What will I be charged for shipping and handling?

We have a flat shipping charge of £3.95 for all orders under £50. Orders over £50 will ship free of charge.

Do you offer UK Next Day Delivery?

Yes, all of our orders are sent via Next Day Delivery in the UK. To receive UK Next Day Delivery your order must be placed prior to 1pm and will arrive with you the following day (Monday - Friday). However, during busy periods this may be longer.

Our shipping partner, DPD, does not deliver on Saturday or Sunday. So, if you place an order before 1pm on Friday you should receive your order on Monday. In the event of a Bank Holiday, your order should reach you on the Tuesday. Orders placed on Saturday or Sunday will arrive with you on Tuesday, unless there is a Bank Holiday on Monday which will land your order with you on the Wednesday.

Any items that cannot be shipped within this timeframe will be clearly marked on our product description pages, and at checkout.

Do you refund shipping charges?

Shipping charges are refunded if:
We ship an incorrect product
A product was shipped from our warehouse broken or defective
A product was damaged during shipping

Order Tracking

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.

Policy

• Unless the good are faulty, you have 7 working days from the day you received your item to initiate a return.
• ALL items must be received in their original, unworn condition and must include all original packaging including the outer carton.
• We only accept returns on items purchased at store.drmartens.co.uk.
• Any products that have been purchased online or over the phone cannot be returned to any of our Dr. Martens stores.
• A refund will be issued for the purchase price plus the original shipping charge.
• Credit will only be applied to the original credit card account used for purchase.
• You must adhere to our returns procedure. Failure to do so may result in delays and affect our ability to offer a refund.
• If our warehouse is unable to accept your return, the merchandise will be returned to you without credit.
• Most credits are applied within 10 business days of receipt of the item, allowing for processing and inspection time.
• You will receive a confirmation email when your account has been credited.
• This policy does not affect your statutory rights.

Procedure

1. Click this link to Submit a Return Authorisation. (note, you must ship your return within 5 days of receiving your return authorisation number) TO RETURN YOUR PHONE ORDER; please call 0845 437 3141 to submit the Return Authorisation.
2. Login with your First and Last Name, and your email address. This will bring up your personal order history for the past 60 days.
3. Select the Invoice number, the item(s), and quantity you wish to return from that invoice. If you're not sure of the Invoice number, refer to your account information history.
4. Fill in each field on the Returns Information Form. Once all information has been entered, click 'Return' to assign a Return Authorisation Number.
5. You should receive an email to your registered email address that has an attached PDF returns label. Please print out this label and attach it to the outer packaging for your item. Items should be securely packaged to ensure that the branded box is not damaged in any way.
6. If you do not receive the email you may download a generic label here. Ensure that you write your returns number on this label prior to posting.
7. Take the package to your local post office for posting and ask for a receipt.
8. You will receive a confirmation email when your account has been credited.

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