At Dr. Martens Store, we understand that even the most rebellious spirits might need to change their mind—or their size. Like breaking in a new pair of Docs, our returns process is designed to be straightforward but built to last.

1. THE REBEL RETURN POLICY

We accept returns and exchanges within 15 days of receiving your order—just make sure your items are:

  • Unworn and in original condition (no scuffs, dirt, or signs of wear—we can tell the difference between “factory fresh” and “street tested”)
  • In their original packaging with all tags attached (keep that iconic yellow stitching visible)
  • Accompanied by your original receipt or order confirmation

NO RETURNS ON:

  • Insoles & Accessories (for hygiene reasons—these are as personal as your breaking-in routine)
  • Crib Shoes (safety first for our littlest rebels)
  • Any items marked as “Final Sale” (these are like limited edition Docs—once they’re gone, they’re gone)

2. HOW TO RETURN YOUR ITEMS (STEP-BY-STEP REBELLION)

  1. Initiate Your Return: Email our customer service team at [email protected] with the subject line “Return Request: [Your Order Number]”
  2. Wait for Instructions: We’ll send you a prepaid return label within 2 business days (because rebels shouldn’t pay for changed minds)
  3. Pack It Up: Securely package your items—use the original box if possible (treat it like shipping your favorite boots to a friend)
  4. Ship It Back: Drop off at any DHL/FedEx location (we’ll provide tracking so you can watch its journey)
  5. Confirmation: We’ll email you once we receive and inspect your return

3. EXCHANGES: WHEN YOU NEED A DIFFERENT KIND OF REBELLION

Want to swap for a different size or style? The process is identical to returns—just specify in your email whether you want:

  • A different size of the same style (sometimes even rebels need to size up)
  • A completely different product (we get it—moods change)

We’ll process your exchange once we receive the original item. If your new choice costs more, we’ll invoice the difference. If it costs less, we’ll refund the balance.

4. REFUNDS: GETTING YOUR BOOTY BACK

Once we approve your return:

  • Timing: Refunds process within 5-7 business days after we receive your return
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable (those couriers work hard)

Note: International refunds may take additional time to appear in your account—like Docs crossing borders.

5. RETURN REQUEST TEMPLATE (COPY, PASTE, REBEL)

Subject: Return Request: [Your Order Number]

Dear Dr. Martens Crew,

I’d like to return/exchange the following item(s) from my order #[Your Order Number]:

– [Product Name], Size: [Size], Color: [Color]

– [Product Name], Size: [Size], Color: [Color]

Reason for return: [Too Small/Too Large/Different Style Preferred/etc.]

For exchanges, I would like: [New Product Details or Size]

My shipping address is: [Your Address]

Let me know if you need any additional information.

Stay rebellious,

[Your Name]

6. INTERNATIONAL RETURNS (GLOBAL REBEL LOGISTICS)

For rebels outside the US:

  • Return shipping times may vary (like our delivery to remote areas)
  • Customs/duties are non-refundable (those government types lack our rebellious spirit)
  • Please mark the package as “Returned Goods” to avoid additional charges

QUESTIONS? OUR CUSTOMER SERVICE CREW HAS YOUR BACK

Email: [email protected]

Mail: Dr. Martens Store, 3883 Church Street, New York, US 10013

Response time: We aim to reply faster than breaking in smooth leather—usually within 24 hours.

Remember: Every return is just an opportunity to find your perfect pair. Keep marching to your own beat—we’ve got your soles covered.