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RETURNS

How do I return my UK order?
Before returning your item/s back to us you need to submit a return authorisation; this is done through your account. *If you do not have an account with us, please see "How do I register my return if I checked out as a guest?" below. This is available for ALL orders (Phone and Guest Checkout included). You will need to select the item/s you are returning and give the return reason/s.
 
 For UK orders only we have 2 options that are completely FREE:
 
COLLECT +
 
 1. Select the Collect+ label enclosed with your order. (If you do not have a collect+ label, please contact customer services on 0845 437 3141)
 2. Remove all old labels from the parcel
 3. Write your order number on the collect+ label and attach it securely to the parcel
 4. Drop your parcel off at any local store offering the Collect+ service (find a drop off point) Please ask for the receipt. You can then track your parcel at www.collectplus.co.uk/track
 
 OR
 
 ROYAL MAIL
 
 1. Select the correct ROYAL MAIL label provided at the bottom of the Return Form enclosed with your order (If you do not have the label, please click HERE to download a replacement. You must write your order number on this label for our reference)
 2. Remove all old labels on the parcel
 3. Securely attach the ROYAL MAIL label to your parcel
 4. Take the parcel to your local Post Office for your pre-paid return. Please ask for a receipt as proof of postage.

RETURNS - Frequently Asked Questions


How do I register my return if I checked out as a guest?

All returns can be authorised no matter how you checked out, please click this link to Submit a Return Auth...
All returns can be authorised no matter how you checked out, please click this link to Submit a Return Authorisation

How do I return my EU order?

Before returning your item/s back to us you need to submit a return authorisation; this is done through you...
Before returning your item/s back to us you need to submit a return authorisation; this is done through your account. *If you do not have an account with us, please see "How do I register my return if I checked out as a guest?" above. This is available for ALL orders (Guest Checkout included). You will need to select the item/s you are returning and give the return reason/s.

You can use the return address label in your box, or send the items back to:

Airwair International,
Returns department,
60 Scalley Way,
Raunds,
NN9 6RJ

We advise that you use a traceable returns service to make sure that your order arrives with us safely!

We will notify you when your return has been received, but please keep hold of your postage receipt until you receive this notification.



 

How long will my refund take?

When we receive your return, we will inspect the item/s and process the refund within 10 working days. We w...
When we receive your return, we will inspect the item/s and process the refund within 10 working days. We will send you an update email once your return has been received and another email when the refund has been processed.
Once we have processed the refund it can take 3-7 business days for your bank to complete.

What is your UK return policy?

If you are not happy with your item/s, you can return them to us for a full refund within 30 days of receip...
If you are not happy with your item/s, you can return them to us for a full refund within 30 days of receipt, using the free returns label included in your order. 
 
 Our returns Policy:
 
 - The items should arrive unworn and in the original packaging. Please try any footwear on indoors to avoid marks and scuffs. If we receive an order that is not in a re-saleable condition, the item/s may be sent back to you. 
 - Returns need to be packaged securely to avoid any damage, as you are responsible for the item/s until they arrive with us.
 - All clothing and accessories must be returned unworn with all packaging and tags attached. 
 - We do not exchange items unfortunately, so all orders will be inspected and processed for a refund. If you would like a new size/style, please place a new order on line or over the phone. 
 - We advise that you keep hold of your Proof of Postage until you have confirmation that the return has been received. 
 - Unfortunately you are not able to return your item/s to any Official Dr Martens Stores and they must be returned directly to us at: Returns department, 60 Scalley Way, Raunds, NN9 6RJ.
 - All returns are refunded in Sterling (GBP). We will send you an email when the order has been received and when the items have been refunded.
 
 

What is your EU return policy?

If you are not happy with your item/s, you can return them to us for a full refund within 14 days of receip...
If you are not happy with your item/s, you can return them to us for a full refund within 14 days of receipt, using the returns label included in your order.

Our returns Policy:

- The items should arrive unworn and in the original packaging. Please try any footwear on indoors to avoid marks and scuffs. If we receive an order that is not in a resaleable condition, the item/s may be sent back to you.
- All clothing and accessories must be returned unworn with all packaging and tags attached.
- Returns need to be packaged securely to avoid any damage, as you are responsible for the item/s until they arrive with us.
- We do not exchange items unfortunately, so all orders will be inspected and processed for a refund. If you would like a new size/style, please place a new order on line.
- We advise that you keep hold of your Proof of Postage until you have confirmation that the return has been received.
- Our pre-paid return label only applies to UK customers only. All European customers are advised to use a registered/recorded postal service, Dr Martens is not responsible for any return until it has been received at the Online Returns address; Airwair International, Returns department, 60 Scalley Way, Raunds, NN9 6RJ
- Unfortunately you are not able to return your item/s to any Official Dr Martens Stores and they must be returned directly to us at: Returns department, 60 Scalley Way, Raunds, NN9 6RJ.
- All returns are refunded in Euro's (EUR). The amount may vary in Euros due to exchange rates. We will send you an email when the order has been received and when the items have been refunded.

 

What is Collect +?

Collect+ is a UK only, convenient way to return parcels at over 5,000 local shops and most are open from ea...
Collect+ is a UK only, convenient way to return parcels at over 5,000 local shops and most are open from early until late, 7 days a week. You will receive proof of postage, and an online tracking code, so that you can follow your parcel's progress back to us. We do advise that you keep hold of this tracking code until you have confirmation that your return has been received.

How will I know I have been refunded?

Once your order has been received by our Returns Team, we will notify you via email. We will then send an e...
Once your order has been received by our Returns Team, we will notify you via email. We will then send an email notification when the refund has been processed, confirming the amount and order number.

Can I return my order to a Dr. Martens store?

Unfortunately no, we cannot process on-line returns in store. Please use our easy on-line return process in...
Unfortunately no, we cannot process on-line returns in store. Please use our easy on-line return process in order to receive your refund.

What happens if I receive a faulty item/s?

We are so sorry to hear that you have received an incorrect/faulty product. Please contact us as soon as po...
We are so sorry to hear that you have received an incorrect/faulty product. Please contact us as soon as possible and we can help you sort this out.

You can also return the item/s for a full refund using our normal Returns Process if you would prefer to do this.

 

I have returned part of my order but have not received a refund for my shipping?

We will only refund your original shipping cost if the whole order is returned to us. If you return part of...
We will only refund your original shipping cost if the whole order is returned to us. If you return part of the order, we will only refund you for those items.

Am I able to return my item for an exchange rather than a refund?

At the moment, we are not able to offer exchanges if the item does not fit you, or you would like a new sty...
At the moment, we are not able to offer exchanges if the item does not fit you, or you would like a new style. Your order will be processed for a refund and you will need to place a new order.

If you have an account with us, it is easy to place a new order using the same address details as before, or by adding new details. You can also call us to place an order if the Delivery is in the UK.

I have lost my returns Label, how do I get a new one?

It's no problem, you can print a new label using the link below: CLICK HERE to download UK Form You can a...
It's no problem, you can print a new label using the link below:

CLICK HERE to download UK Form
You can also print a new Collect Plus label directly from www.collectplus.co.uk/retailers

Please make sure that your order details and reason for return are in with the parcel, so that we can process the return when the order comes back to us.

We will notify you when the return has been received!

I'm a customer outside of the UK, will I receive a refund for the postage if I return my order?

We will refund your shipping charges if: - We ship an incorrect product - A product was shipped from our ...
We will refund your shipping charges if:

- We ship an incorrect product
- A product was shipped from our warehouse broken or Defective
- A product was damaged during shipping

We are not able to refund your returns postage, if the item does not fit you, or you have changed your mind.
Please see our returns policy for more details.

I'm a customer outside of the UK, how long will my refund take?

When we receive your return, we will inspect the item/s and process the refund within 10 working days. We w...
When we receive your return, we will inspect the item/s and process the refund within 10 working days. We will send you an update email once your return has been received and another email when the refund has been processed.
Once we have processed the refund it can take 3-5 business days for your bank to complete.

I'm a customer outside of the UK, how will I know I have been refunded?

Once your order has been received, we will notify you via email. We will then send an email notification wh...
Once your order has been received, we will notify you via email. We will then send an email notification when the refund has been processed, confirming the amount and order number.

I'm a customer from outside of the UK, what happens if I receive a faulty item/s?

We are so sorry to hear that you have received a incorrect/faulty product. Please contact us and we can hel...
We are so sorry to hear that you have received a incorrect/faulty product. Please contact us and we can help you sort this out.

You can also return the item/s for a full refund using our normal Returns Process, if you would prefer to do this.
Please contact our Customer Service Team to obtain a postage refund. Once we have confirmation from our returns department, we can process this refund. *We will require your proof of postage.



 

I'm a customer from outside of the UK and I have returned part of my order but have not received a refund for my shipping?

We will only refund your original shipping cost if the whole order is returned to us. If you return part of...
We will only refund your original shipping cost if the whole order is returned to us. If you return part of the order, we will only refund you for those items.

 

I'm a customer from outside of the UK, am I able to return my item for an exchange rather than a refund?

At the moment, we are not able to offer exchanges if the item does not fit you or you would like a new styl...
At the moment, we are not able to offer exchanges if the item does not fit you or you would like a new style. Your order will be processed for a refund and you will need to place a new order.

If you have an account with us, it is easy to place a new order using the same address details as before, or by adding new details.

I'm a customer from outside of the UK and I have lost my returns Label, how do I get a new one?

It's no problem, you can print a new label using the links below: EU Return label Our returns address is...
It's no problem, you can print a new label using the links below:

EU Return label

Our returns address is:

Airwair International
Returns department
60 Scalley Way
Raunds
NN9 6RJ


Please make sure that your order details and reason for return are in with the parcel, so that we can process the return when they come back to us.

Please keep your proof of postage safe and we will notify you when the return has been received!