At Dr. Martens Store, we know our customers march to their own beat. Whether you’re breaking in your first pair of Docs or adding to your collection, we’ve designed our shipping and returns process to be as sturdy and reliable as our iconic boots.

SHIPPING INFORMATION

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). Once your order ships, you’ll receive a confirmation email with tracking information.

Shipping Methods & Delivery Times

  • Standard Shipping ($12.95) – via DHL or FedEx: 10-15 business days after dispatch
  • Free Shipping (on orders over $50) – via EMS: 15-25 business days after dispatch

Note: Delivery to Asia and some remote areas may not be available. International shipments may be subject to customs fees which are the customer’s responsibility.

RETURNS & EXCHANGES

The Rebel Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for return:

  • Items must be unworn and in original condition (no scuffs, dirt, or signs of wear)
  • Must include original packaging with all tags attached
  • Must be accompanied by your original receipt or order confirmation

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Insoles & Accessories
  • Crib Shoes
  • Any items marked as “Final Sale”

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
  3. Pack It Up: Securely package your items using the original box if possible
  4. Ship It Back: Drop off at any DHL/FedEx location (we’ll provide tracking)
  5. Confirmation: We’ll email you once we receive and inspect your return

Exchanges: When You Need a Different Kind of Rebellion

The exchange process is identical to returns—just specify in your email whether you want:

  • A different size of the same style
  • A completely different product

We’ll process your exchange once we receive the original item. Price differences will be adjusted accordingly.

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 returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

International Rebels Note: Refunds may take additional time to appear in your account. Customs/duties are non-refundable.

Return Request Template

Copy, paste, and customize this template to start your return:

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]

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]

QUESTIONS? OUR CUSTOMER SERVICE CREW HAS YOUR BACK

Email: [email protected]

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

Response time: 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.