Customer Service Policy

At Dr. Martens US (drmartenis.com), we believe exceptional customer service is as integral to your experience as the quality of our iconic boots, shoes, and kids’ footwear. This policy outlines how we support you—from pre-purchase questions to post-delivery assistance—ensuring every interaction is helpful, transparent, and aligned with our commitment to individuality and reliability.

1. Our Core Service Promise

We stand by three principles to guide every customer interaction:
  • Clarity: We provide straightforward, jargon-free answers to your questions—whether you’re asking about boot sizing, order status, or return rules.
  • Timeliness: We prioritize prompt responses, so you don’t wait unnecessarily for updates on your purchase or support requests.
  • Empathy: We treat every inquiry with care, recognizing that your Dr. Martens are more than footwear—they’re part of your style and story.

2. How to Reach Our Team

We’ve streamlined our support channel to ensure your request is handled efficiently by the right team members. Our primary (and most reliable) contact method is:

Email Support

  • Email Address: service@dagmedawer.com
  • What to Include: To speed up resolution, please share:
    • Your full name (as it appears on your order).
    • Your order number (found in your order confirmation email—critical for tracking purchases).
    • A clear description of your need (e.g., “1460 boots arrived with a loose sole,” “need to update my shipping address”).
    • Photos (if applicable, e.g., for defective items or sizing issues—this helps us resolve problems faster).
  • Response Time: We aim to reply to all emails within 1–2 business days. For urgent matters (e.g., missing packages, incorrect orders), we prioritize responses to get you help sooner.

3. Support for Common Customer Needs

We tailor our assistance to the most frequent questions and issues, with clear next steps for each scenario:

3.1 Pre-Purchase Inquiries

If you need help before buying (e.g., sizing guidance, product details, or availability of a specific style):
  • Email us with your questions—we’ll share detailed info like “Dr. Martens sizing runs true to size, but we recommend sizing up if you have wide feet” or confirm stock for limited-edition boots.
  • For quick sizing references, we also link a Size Guide on every product page of drmartenis.com—check there first for instant details.

3.2 Order & Shipping Help

For updates on order status, tracking, or shipping delays:
  • Include your order number in your email—this lets us pull your shipment details instantly.
  • If tracking shows “delivered” but you haven’t received your package, we’ll work with the shipping carrier to investigate (please allow 1–2 business days for carrier updates) and share next steps (e.g., filing a missing package claim).

3.3 Returns & Refunds Assistance

If you need to start a return or check a refund status:
  • First, review our Refund Policy (linked on drmartenis.com) to confirm eligibility.
  • Email us with your order number and reason for return—we’ll send a Return Authorization (RA) Number and return address (197 Todd Lane, Smyrna, Tennessee 37167, United States) if approved.
  • We’ll update you once we receive and inspect your return, and share when you can expect your refund (typically 5–10 business days post-inspection).

3.4 Defective or Incorrect Items

If your Dr. Martens arrive defective (e.g., faulty stitching, broken hardware), damaged, or incorrect (e.g., wrong size/color):
  • Contact us within 7 days of delivery (so we can act fast) with your order number and photos of the issue.
  • We’ll cover all return shipping costs and offer two options: a free replacement (if the item is in stock) or a full refund. No extra hassle—we’ll handle the logistics for you.

4. How We Resolve Issues

If you’re not satisfied with an initial response or need further help, we follow a simple escalation process:
  1. Share Your Concerns: Reply to our original email and let us know you need additional support—this ensures we have context on your previous conversation.
  2. Escalate to a Senior Team Member: We’ll route your inquiry to a senior customer service representative with deeper expertise in resolving complex issues (e.g., extended refund delays, rare product defects).
  3. Provide a Clear Timeline: We’ll tell you exactly when you can expect an update (e.g., “We’ll confirm your replacement shipment by Friday”) and follow up until the issue is fully resolved.
  4. Gather Feedback: After your issue is fixed, we may ask for a brief comment on your experience—this helps us improve our service for future customers.

5. Updates to This Policy

We may adjust this Customer Service Policy to improve our support (e.g., adding new contact options, updating response times). Any changes will be posted on drmartenis.com, and your continued use of our services means you accept the updated terms. We recommend checking this policy periodically for updates.

6. Final Note

At Dr. Martens US, we’re here to support you every step of the way—whether you’re buying your first pair of 1460s or returning a style that doesn’t fit. Your satisfaction matters, and we’ll always work to make sure your experience with us is as strong as our boots.