Any missing parts or fault with the product need to be reported as soon as possible after delivery within 7 working days. In order for us to help you efficiently, please select only one of the contact options and avoid sending information on both as this could lead to delays.
In addition to this, please provide as much detail regarding your query, including relevant pictures and your order number (if applicable). We aim to reply within 2 working days but given the current situation with Covid-19, please do allow us additional time.
On arrival, if the packages arrive damaged, please open the boxes and perform a quick check through the goods and if goods is damaged, please do not destruction the Item if you do not intend to keep it and contact us.
For Returns that come under change of mind, the return cost lies with the customer.
We do not allow product’s exchanges between two different models, you would need to return your first Item in its original packaging and unused as it was received for a full refund and then place a new order for the interested Item.
Returns can be accepted within 28 days in its original packaging, unused and disassembled but please do contact us and provide us with a valid return reason before arranging the return on your own. The drmartens-outlet.com customer service will then generate a return authorisation which you would need to attach to your Item.
Please allow us 3-5 working days for us to receive your return from the dispatched or collection date. Once received, your Item will be inspected and if there are no issues, your refund will be then processed within 4-5 working days. Please ensure that sufficient care packaging for the Item is used to avoid parts getting damaged in transit. Kindly note: We cannot be held accountable for your parcel during transit.
If for any reason, we are unable to process your return for a refund, a member of our team will contact you with full details.
REMEMBER: Always include a copy of your invoice with your return and return authorisation number.