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Most Frequently Asked Questions


What are the benefits to having a Dr. Martens account?

There are many benefits when creating an account, such as giving you the ability to; View your order his...
There are many benefits when creating an account, such as giving you the ability to;
  • View your order history
  • View the status of your recent orders
  • View tracking details for shipped orders
  • Re-print Invoices
  • Save and amend addresses and contact details for a quick and easy checkout (Please note that this will not apply retroactively to orders already placed)
  • Take advantages of discounts and promotions if you are signed up to our newsletter
You can create an account here.

How can I create an account?

All you need to do is Click LOGIN/REGISTER at the top right of the homepage (or follow the REGISTER instruc...
All you need to do is Click LOGIN/REGISTER at the top right of the homepage (or follow the REGISTER instructions on the checkout page) Fill in the NEW CUSTOMER details and create a password to keep your account secure. You can now start shopping!

How can I change my account information?

You can change your account information by clicking on 'LOGIN/REGISTER' at the top of the homepage, enter y...
You can change your account information by clicking on 'LOGIN/REGISTER' at the top of the homepage, enter your e-mail address and password and your account information will be displayed!

You can update your:

- E-mail address
- Account name
- Password
- Billing/shipping information

All details will be saved and you can use them next time you order!

How secure is my account information?

Completely secure. Dr Martens E-commerce is committed to protecting the security and privacy of your inform...
Completely secure. Dr Martens E-commerce is committed to protecting the security and privacy of your information. For details on the security of your transactions, please see our Privacy page.

I don't remember my password. What do I do?

Don't worry, you can use the "Forgotten Your Password" link on our LOGIN/REGISTER page. Enter your Email ad...
Don't worry, you can use the "Forgotten Your Password" link on our LOGIN/REGISTER page. Enter your Email address and click "Send Email". We'll send you an email with a link so you can reset your password. This link will expire within 30 minutes. If you are still unable to access your account, then please email our Customer Service Team at support@drmartens.com.

Can I see my order online if I used Guest Checkout?

Unfortunately no, but you will receive an order confirmation email moments after your order is placed, and ...
Unfortunately no, but you will receive an order confirmation email moments after your order is placed, and a shipping confirmation once the package is dispatched.

If you aren't receiving these emails, it may be that you have entered the wrong email address, or our emails are being sent to your Spam Folder. If you are still unable to locate our emails, please contact our Customer Service Team.

How do I get a copy of an invoice for my order?

Click on 'LOGIN/REGISTER' enter your e-mail address and your account info will be displayed. Select Order H...
Click on 'LOGIN/REGISTER' enter your e-mail address and your account info will be displayed. Select Order History, and this will show all of your previous order numbers. You can click VIEW to display your order details and select Print, to print a copy of the invoice. If you placed an order as a guest, please contact our Customer Service team.

How do I add my address?

LOGIN to your account and go to ADDRESS BOOK. You can add a new Delivery or Billing address at the bottom o...
LOGIN to your account and go to ADDRESS BOOK. You can add a new Delivery or Billing address at the bottom of the page. You will need to change your billing information if you have recently changed your address.
Please note that changes will not apply to orders already placed. Please contact customer service to change the shipping address on an order that was already placed.

I need to change my default Billing and/or Delivery address, how can I do this?

LOGIN to your account and go to "ADDRESS BOOK". You can choose the address you wish to use by clicking on S...
LOGIN to your account and go to "ADDRESS BOOK". You can choose the address you wish to use by clicking on SET AS DEFAULT. You can also Edit or Remove any addresses that are currently saved in your address book in this section of your Profile.

How do I subscribe/unsubscribe to the Dr Martens Newsletter?

You can subscribe to our Newsletter by submitting your email address in the “SIGN UP FOR NEWSLETTER” sectio...
You can subscribe to our Newsletter by submitting your email address in the “SIGN UP FOR NEWSLETTER” section at the bottom of our Homepage or, by using the Hoempage Popup that will appear when you enter the site for the first time. Alternatively you can select to receive "News and Offers" when creating an account.

If you would like to stop taking advantage of our latest offers and updates, you can use the "Unsubscribe" buttons at the bottom of any of our Newlsetters.

How can I close my Dr Martens Account?

We are sorry to hear that you would like to close your account with us! You will need to contact our Custom...
We are sorry to hear that you would like to close your account with us! You will need to contact our Customer Service Team with the following details:

○ Your full name
○ Your full Billing Address
○ Your registered email address

Once we have these details, we can disable your account. We won't lose your order History and we are always here if you would like to join us again.

Please contact our Customer Service Team with the same details if you would like us to re activate your account!

I've made an account after placing an order. Can I link the two?

Once you're on the order confirmation page, you can create an account that links up with the order you just...
Once you're on the order confirmation page, you can create an account that links up with the order you just placed. Unfortunately, after this point, the guest order cannot be linked to an order history. You will still receive email updates and tracking from us if you entered a valid email address.

Can I only order online?

We can take orders by phone at 1-800-810-6673. Our staff is available Monday - Friday, 8:00 am to 5:00 pm P...
We can take orders by phone at 1-800-810-6673. Our staff is available Monday - Friday, 8:00 am to 5:00 pm Pacific time. Please have the product code/s ready. We are also happy to help with any information you require about the products you are about to order.

We will send you email updates about the status of your order and a tracking number, however you will not have an online history to review.

Can I cancel or change my existing order?

Please contact us as soon as you know a change needs to be made. We will try our hardest to make sure you g...

Please contact us as soon as you know a change needs to be made. We will try our hardest to make sure you get the right product in the correct size. We also try to get your product out to you as soon as possible, so sometimes we are not able to change orders. 


How do I use a discount code?

Once you have added the item/s in your basket, go to CHECKOUT and enter the valid code into the box “DO YOU...

Once you have added the item/s in your basket, go to CHECKOUT and enter the valid code into the box “DO YOU HAVE A DISCOUNT CODE?”
Click “OK”.

Please note:
• Only one code can be used with each order
• Terms and conditions can change for each code so please check this when you receive a new code.

Your total will be updated to show the discount applied.


Does Dr. Martens charge tax?

Yes, Dr. Martens does collect sales tax in some states. In general, state laws require internet retailers t...
Yes, Dr. Martens does collect sales tax in some states. In general, state laws require internet retailers to collect sales tax on customer orders to states in which they have a physical selling presence. Dr. Martens AirWair USA LLC orders that are shipped to the following states are subject to sales tax:

Alaska, Arkansas, California, Colorado, Connecticut, DC, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Washington, West Virginia, Wisconsin, and Wyoming.

The tax rate applied will be based on the type of item purchased and will be the combined state and local rate for the address where your order is shipped.

I can't find my order in my Order History!

You may have checkout out as a Guest and created an account afterwards. The order will therefore not show i...

You may have checkout out as a Guest and created an account afterwards. The order will therefore not show in your account. If you have an order number then don't worry, you will receive email updates from us through your orders progression.
If you have not got an order number, then please contact our customer service Team with your Payment details, as your order may have been declined.


Why didn't my card go through?

There are a few reasons why your card may not have gone through. Most common is simply that the billing add...
There are a few reasons why your card may not have gone through. Most common is simply that the billing address provided doesn't fully match. When ordering the shoes please make sure that the billing address information that you enter is identical to the address for your credit card as listed as the master address or AVS address (Address Verification System) for your account. This may be different than your statement mailing address. This is a safety feature of our website. You may need to call the bank for the credit card to verify this information. Also check that the card code was correct.

If you have recently moved and changed your billing address information, sometimes your billing address is only changed for delivery of your statement, and the master address used to open the account is still in their system. This can be a problem when ordering on-line, where the address must be verified before the transaction can be completed.

The easiest way around this problem is to order by phone. The website's address verification system uses an automated safety feature that must check the billing address against the information that the bank has. We do not use the same automated system for phone orders. You can call us at 1-800-810-6673. Using PayPal on the website will also bypass the address verification system. For further questions about our website you can always e-mail us or call us at 1-800-810-6673. 


You may see pending charges on your account, even though the transaction was declined. These will drop off of your account in 1 to 4 business days, depending on your bank. Most take 2-3 days. Some credit unions can take as long as 10 days. A few, such as overseas banks and pre-paid cards can take as long as 30 days.