You may have checked out as a Guest and created an account afterwards. In this case, the order will unfortunately not show in your account. If you have received an order confirmation number -- and provided an email address -- you will receive email updates on the status of your order. If you have not received an order number, please contact our Customer Service team, as your order may have been declined.
There are a few reasons why your card may not have gone through. A vast majority of the time, a card is declined because the billing address entered for the card does not match what the issuing bank has on file for the billing address, most commonly called the “Master address” or “AVS address” (AVS: Address Verification System); this address may differ from the one on your statement. When placing an order, please confirm the billing address associated with the card being used.
Yes, Dr. Martens does collect sales tax in some states. In general, state laws require internet retailers to collect sales tax on orders shipping to states in which they have a physical business 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 to which your order is shipped.
Please contact Dr. Martens as soon as possible once you realize a change needs to be made. Dr. Martens will make every effort to get you the right product in the correct size. However, as Dr. Martens tries to ship orders as quickly as possible, Dr. Martens may not be able to facilitate any changes.
Unfortunately, no. However, you will receive an order confirmation if an email address is provided during checkout, as well as a shipping confirmation once the order is dispatched. If you aren’t receiving these emails, it may be that you have entered an invalid email address or that your email provider is filtering them into a spam / junk mail folder.
If you are unable to locate any expected emails, please contact Customer Service team.
You can use the Forgotten Password form on our SIGN IN / REGISTER page. Enter your email address and click “send email”; Dr. Martens will send you an email with a link so that you can reset your password. This link will expire after 30 minutes.
If you are still unable to access your account, please contact the Customer Service team.
You can change your account information by clicking on SIGN IN / REGISTER at the top right of the homepage and entering your login information. You can update your:
All changes will be saved and applied to your future orders.
All you need to do is click SIGN IN / REGISTER at the top right of the homepage (or follow the registration instructions on the checkout page), fill in the new customer details and create a password to keep your account secure.