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DELIVERY

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DELIVERY - Frequently Asked Questions


What are your UK Delivery options?

UK Delivery (Excluding Channel Islands) UK DELIVERY OPTIONS Standard Delivery £3.95/Free over...

UK Delivery (Excluding Channel Islands)

UK DELIVERY OPTIONS

Standard Delivery

£3.95/Free over £50

2-5 Working Days

Next Day Delivery

£5.50

Next working day delivery (if Placed before 6pm - Mon-Fri)

Saturday Delivery

£8.50

Saturday Delivery (If order is placed by Friday 6pm GMT)

**Royal Mail** Shoe care and Laces

Free

3-7 Working days

*** Please Note, during Sale and Busy periods, delivery may take longer ***

  • Standard Delivery - Orders will be sent via DPD and will be delivered within 5 working days from the date your order is placed.
  • Next Day Delivery – Orders will be sent via DPD and will be delivered between 7am and 7pm. Orders are despatched the same working day if placed before 1pm. Orders placed after 1pm will be delivered the following working day.
  • Saturday Delivery – Orders will be sent via DPD and will be delivered between 8am and 6pm. Orders will be despatched on Friday if placed before 1pm on Friday, Orders placed after 1pm on Friday will be delivered the following Saturday.

All DPD delivery methods above will be fully traceable. This will include an hour’s delivery time slot and a text update that will be sent from our courier.

Important Delivery Information

  • We do not deliver to the Channel Islands, Canary Islands, Malta, PO Boxes or BFPO addresses.
  • Our Warehouse is closed Saturdays, Sundays and UK Bank Holidays.
  • We aim to despatch orders placed before 1pm on Monday to Friday the same day. During SALE and busy periods this may take longer.
  • Orders may be despatched for delivery early on occasions, depending on the rate of despatch in our warehouse.
  • You will receive an email to confirm when your order has been despatched.
  • A signature is required upon delivery.
  • If you're not around when we first try to deliver, DPD will leave you a calling card which allows you to either; re-arrange delivery by phone or online, arrange to collect from your local depot or arrange re-delivery to a neighbour/safe place. You can also upgrade your delivery direct with DPD. DPD may leave your parcel with a neighbour without your permission if you are not available to avoid delays in collecting your parcel. 
  • We will attempt to deliver 3 times before the parcel is returned to our UK Warehouse. DPD may also leave the parcel with your neighbour if available.
 

 


How does the UK Next Day Delivery work?

If you are choosing our UK Next Day Delivery option, here's some more information to help you: ○ Orders pl...
If you are choosing our UK Next Day Delivery option, here's some more information to help you:

○ Orders placed before 6pm GMT Mon-Fri will be despatched the same day and delivered the next working day.
○ Orders will be sent via DPD and will require a signature upon delivery - Delivery times are between 7am and 7pm
○ UK Next Day Delivery costs £5.50.
○ If you are not available, then DPD will leave a calling card, where you can re arrange delivery or get information to collect your parcel. DPD will automatically try again the next working day.
○ You will receive a tracking number and text notification from our courier when your order is despatched.
○ You can track your order in "Your Account" by selecting the order and clicking "Track My Order"
○ During checkout, you are able to leave special delivery instructions, such as leaving the item with a neighbour or in a safe place.

However, Next Day delivery is not available to a small number of postcodes:

Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50.
Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PA60-78, PH42-44, ZE1-3

Please note, During Sale and Busy periods, deliveries may take longer.
Dr Martens are not responsible for any parcels that go missing/are stolen as a result of the delivery instructions that are left for DPD.

How does the UK Saturday Delivery Work?

If you are choosing our UK Saturday delivery option, here's some more information to help you: ○ Orders pl...
If you are choosing our UK Saturday delivery option, here's some more information to help you:

○ Orders placed before 6pm GMT on Friday will be despatched for delivery on Saturday.
○ Orders will be sent via DPD and will require a signature upon delivery - Delivery times are between 8am and 5pm.
○ Saturday Delivery costs £8.50.
○ If you are not available, then DPD will leave a calling card, where you can re arrange delivery or get information to collect your parcel.
○ You will receive a tracking number and text notification from our courier when your order is despatched.
○ You can track your order in "Your Account" by selecting the order and clicking "Track My Order"
○ During checkout, you are able to leave special delivery instructions such, as leaving the item with a neighbour or in a safe place.

Please note, During Sale and Busy periods, deliveries may take longer.
Dr Martens are not responsible for any parcels that go missing/are stolen as a result of the delivery instructions that are left for DPD.

How does the Royal Mail Delivery service work?

Shoe care and laces will be sent with Royal Mail, this is a second class service. ○ Royal Mail Deliveries...
Shoe care and laces will be sent with Royal Mail, this is a second class service.

○ Royal Mail Deliveries in the UK can take between 3-7 working days
○ If the parcel will not fit through your letter box, a card will be left so that you can arrange a collection from your nearest Royal Mail sorting office.
○ If you do not receive your parcel within the time scales provided, please contact our Customer Service Team.

Who will deliver my Order?

Dr Martens uses DPD to deliver larger items, such as footwear and apparel. Smaller items such as shoe care ...
Dr Martens uses DPD to deliver larger items, such as footwear and apparel. Smaller items such as shoe care and accessories may be sent with Royal Mail.

Is there anywhere you cannot deliver?

Unfortunately, we are unable to deliver to a BFPO, PO Box address or the Channel Islands/Guernsey.
Unfortunately, we are unable to deliver to a BFPO, PO Box address or the Channel Islands/Guernsey.

Do DPD deliver on weekends?

DPD do not deliver on Sunday or Bank Holidays. Business days are Monday through Friday, 8am - 7pm. You can ...
DPD do not deliver on Sunday or Bank Holidays. Business days are Monday through Friday, 8am - 7pm.
You can however, choose our Saturday delivery option when placing your order.

I placed my order at the weekend; will I receive it on Monday?

No, any order placed after 1pm on Friday will not be despatched until Monday. You will receive your trackin...
No, any order placed after 1pm on Friday will not be despatched until Monday. You will receive your tracking information on Monday afternoon and this will be valid from Midnight. You can then track your parcel as normal. 

How does the UK Standard delivery work?

If you are choosing standard delivery, here's some more information to help you: ○ Orders placed before 1p...
If you are choosing standard delivery, here's some more information to help you:

○ Orders placed before 1pm GMT Mon-Sun will be despatched within 2-3 working days
○ Order will be sent via DPD and will require a signature upon delivery - Delivery times are between 8am and 7pm
○ Standard delivery costs £3.95. You will however not be charged if your order is £50 or over. 
○ If you are not available, then DPD will leave a calling card, where you can re arrange delivery or get information to collect your parcel. DPD will automatically try again the next working day.
○ You will receive a tracking number and text notification from our courier when your order is despatched. 
○ You can track your order in "Your Account" by selecting the order and clicking "Track My Order"
○ During checkout, you are able to leave special delivery instructions, such as leaving the item with a neighbour or in a safe place.

Please note, During Sale and Busy periods, deliveries may take longer. 
Dr Martens are not responsible for any parcels that go missing/are stolen as a result of the delivery instructions that are left for DPD. 

I missed my UK delivery, what can I do?

DPD drivers should leave a calling card with instructions on how you can re-arrange delivery. If you have n...
DPD drivers should leave a calling card with instructions on how you can re-arrange delivery. If you have not received a calling card, you can also contact DPD direct, quoting your tracking number. TEL: 08445 560 560.

DPD will automatically try to deliver your order the next working day.
If you have chosen a Saturday delivery then there is a possibility that the order will be delivered on Sunday. If the order is not delivered on Sunday, DPD will re attempt delivery on Monday.

Can I change my delivery date/Address?

Yes, once your delivery is confirmed you should be able to change the delivery date without charge. Unfortu...
Yes, once your delivery is confirmed you should be able to change the delivery date without charge. Unfortunately you are unable to select a time slot for the delivery as one will be provided on the morning of the delivery.
You may also change the delivery address by contacting DPD but this may incur a charge, which is set by and payable to DPD.
 

Why was my order not delivered on Saturday if I paid for Saturday delivery?

We work hard to make sure that your order is despatched within the timescales provided, but during busy and...
We work hard to make sure that your order is despatched within the timescales provided, but during busy and sale periods we cannot guarantee that the order will be despatched in time and some deliveries can take longer.

Your order must be placed before 1pm on Friday to receive your order on Saturday.
 

Can I upgrade my delivery option once the order has been placed?

Yes you can! DPD have the options to: - Upgrade your delivery to an alternative day (including the weeken...
Yes you can!

DPD have the options to:

- Upgrade your delivery to an alternative day (including the weekends), and you can specify time slots within the day. This will Incur a charge, which is set by and payable to DPD.
- Change the date of delivery and a time will be emailed to you on the morning of delivery as normal *No charge
- Request that the delivery is left with a neighbour of your choice *No charge

You can view these options by entering your tracking number in the DPD website and entering your postal code, or through your despatch email.

Unfortunately, European customers cannot change the delivery options with DPD. Please contact our Customer Service Team for further assistance.

 

My Order has not arrived yet, what can I do?

We are sorry that your order has not arrived! Please contact us with your Order number and delivery detail...
We are sorry that your order has not arrived!

Please contact us with your Order number and delivery details. We will be more than happy to look into this for you!

Can I change the delivery address?

Unfortunately we cannot amend an order once it has been placed. If you're not around when we first try to ...
Unfortunately we cannot amend an order once it has been placed.

If you're not around when we first try to deliver, DPD may leave your parcel with a neighbour. Alternatively they will leave a calling card which allows you to either; re-arrange delivery by phone or online, arrange to collect from your local collection point or arrange re-delivery to a neighbor/safe place. We will attempt to deliver twice before the parcel is returned to our UK Warehouse.

EU deliveries will be attempted twice before being returned to our UK depot. Alternatively a calling card will be left so that you can arrange to collect the parcel from your local collection point.