Contact your local Dr. Martens customer service department. This can be done by telephone or in writing, using e-mail or standard mail.
You will be asked to provide your unique FOR LIFE guarantee code, full name, postal address, e-mail address and telephone number, as well as describing the nature of wear to your boots or shoes.
On receiving a claim, the customer service department will access the information provided and either approve or reject your claim.
If your claim is approved, we’ll ask you to post your boots or shoes to the address provided.
When sending your FOR LIFE boots or shoes to us, you are responsible for all associated postage, packaging and insurance costs, as well as ensuring that you obtain proof of postage.
Each approved claim is subject to an administration fee to cover inspection, handling, administration, return postage and packaging.
Payment may be made by Cheque or Postal Order. Once the claim has been approved by the customer service adviser, you will be requested to send your FOR LIFE boots or shoes to us, together with the Cheque or Postal Order.
In the event that the claim is verbally approved by the Dr. Martens customer service department, yet, on inspection of your FOR LIFE boots or shoes, the claim is rejected, your administration fee will be refunded in full and your boots or shoes returned to you by secure carrier.
If your claim is approved, we aim to have your FOR LIFE boots or shoes repaired or replaced and returned to you, by secure carrier, within four to six weeks from receipt of payment of the administration fee or receipt of the FOR LIFE boots or shoes by us, whichever is the latter.
For more information on the claims procedure, please contact your local customer service department or simply click here.