How do I return my order?
Please scan QR code on the packing slip included in your package. Please input the information required to start the return process.
What is your return policy?
Items (except accessories) purchased online can be returned within 14 days from the shipment date. Unfortunately, we cannot process online returns in store.
I have lost my invoice, how do I proceed with my return?
You could check your order information from your shipping confirmation email and proceed to drmartenshk.returnscenter.com for return.
Can I return my order to a Dr. Martens store?
Unfortunately no, we cannot process online returns in store. Please use our easy online return process to receive your refund.
I need to return my Docs but I didn't buy them directly from you. What do I do?
If your Docs were bought from another retailer, please contact them directly with your proof of purchase. Your Docs should be covered by the retailer's return/warranty policy and they will be able to advise you if they can refund or replace your product.
I have returned part of my order but have not received a refund for my shipping?
Unfortunately, the shipping cost is non-refundable.
I have my items added to my cart, does it mean it's reserved?
Your products are not reserved until your payment is processed. We recommend heading straight to the checkout if you're worried about your size selling out.
How can I create an account?
You can simply go to https://www.drmartens.com.hk/account/register and register with your information. Remember to subscribe so you can enjoy exclusive member offers.
How many items can I order?
We do not limit the number of items you buy; however if the total value of your shopping basket is very high, our bank may hold your transaction for our approval.
Can I amend/cancel my order?
Unfortunately, we are unable to change or cancel your order after the order has been placed as it is immediately sent to our warehouse for processing. Please make sure you're happy with everything before you confirm your order at the checkout page.
Do you sell giftcards/gift vouchers?
Giftcards are not available for sale at the moment.
I have placed an order but have not received my order confirmation, has my order gone through?
We are sorry that this has not come through! Order confirmations can sometimes go into your spam folder or you may have entered the wrong email address.
If you are unable to find your confirmation email then please email our customer services team at firstname.lastname@example.org
Why is my order not showing in my order history?
Make sure you have registered an account with us. You are unable to see your order history using guest checkout.
Can I collect my order from my local store?
We do not currently offer a click and collect service.
Can I change my delivery date/address?
We are unable to amend the order details after the order has been placed.
How long does my order take to deliver?
Please note, during Sale and busy periods, deliveries may take longer. Currently, we aim to deliver in between 3-5 working days to Hong Kong and 5-7 working days to Macau.
Size & Fit
Which size should I choose when buying Dr. Martens?
Dr. Martens can differ in size, depending on the design, so it would depend on the style that you are buying. Unfortunately, we do not hold measurements for all of the styles we produce. We would suggest that you try the footwear on and if they are found to be unsuitable, we are more than happy to process a full refund providing that the order is returned in the required condition. You can then place a new order for the correct size. If you are between sizes, then you may benefit from using an insole in the larger size. Alternatively, you can use our Store Locator to find a store near you.
PRODUCT & AVAILABILITY
Will all the pair of boots and shoes look the same?
Most of our footwear is made from natural materials, and some include prints that are cut from larger sheets of material. This means we cannot guarantee that all of the footwear will be the same, as some may vary in shades and the patterns and prints can come in different variations. No two pairs will be the same, which all adds to the individuality!
What shoe laces should I buy for my Dr. Martens?
Dr. Martens offers an entire range of shoe laces that includes not only our classic black round and brown round versions, but also our distinctive brown/yellow laces and our very British Union Jack flat laces. We recommend using the following guide when buying replacement laces: 3 eyelets and kids shoes – 60cm or 65cm laces 4-5 eyelets – 90cm laces 6 eyelets – 120cm laces 8-10 eyelets – 140cm laces 14 eyelets – 210cm laces 20 eyelets – 240cm laces Unfortunately as we make so many different styles, we are not always able to stock laces for them all. If you require any further assistance, please do not hesitate to contact us.
The Sale item I want is out of stock, when will it be available?
Unfortunately it won’t, all SALE and CLEARANCE items are likely to be previous season styles and will be discontinued.
My soles are worn out, can you replace them?
Unfortunately, we do not have the facility to re-sole our footwear.
How to clean patent leather Dr. Martens Footwear?
Patent leather is tougher than you might think. Looked after properly, it can last ages. And taking care of our patent leathers couldn’t be easier. Dr. Martens Patent Cleaner is designed to bring back that signature shine, even when your boots are looking far from their best.
What payment method does Dr. Martens accept?
We accept Visa, Mastercard and American Express on our online store.
I have a discount code, how do I use it?
You can input your discount code on the checkout page before you confirm your order .