REGISTRATION
How to register as a member of drmartens.co.th?
Please follow the steps below:
- Click the user icon on the top right of the page, on the left side of the cart icon
- Click “I DON’T HAVE AN ACCOUNT” to be redirected to sign up page
- Fill in all the details and click “Create Account”Once you have created an account, you will receive a confirmation email from drmartens.co.th on your account creation
- Click here to access the registration page
What if I forget my password?
Please follow the steps below:
- Click the user icon on the top right of the page, on the left side of the cart icon
- Click “Forgot Password?”
- Fill in your account’s email address and click “Reset Password”
- You will receive a password reset link on your registered emailPlease click here to reset your password
How to update my account?
Please follow the steps below:
- Click the user icon on top right of the page, on the left side of the cart icon
- Insert your email and password to log into your account
- Click the user icon on top right of the page, on the left side of the cart icon
- You will be redirected to My Account page to manage all your account details
Please click here to log into your account
PRODUCT
Are the products sold on the website real/authentic?
Yes, drmartens.co.th sells real & authentic Dr. Martens products
Are online and retail catalogues the same?
Most of our products are the same, however certain product or product collections may be available exclusively on either one of the channels
Are online and retail prices the same?
All our prices are the same, however in certain periods we may have special promotions on our website or in stores that are channel-exclusive
Why do product prices on drmartens.co.th change?
Prices may change at times due to promotions. The promotional price offered for a certain product is valid for a limited time period. We recommend you to become a member of drmartens.co.th and register for our newsletter services to receive regular promotional information.
How can I know the sizing of drmartens.co.th products?
You can access our complete size chart in our size guide page, or in every product detail page above size options. You might also find it helpful to read the reviews from other wearers and their experiences with certain styles. Most of our styles also have fit recommendations just above where you’d select your shoe faq on each product page which we generate from customer reviews. And if you're still unsure, try ordering your usual size as a starting point
Do drmartens.co.th products run big?
The size of our boots, shoes and sandals can differ between silhouettes, but we’d say that most run true to size. Our standard sizes are UK 3-9 for women's, UK 6-12 for men's and UK 3-12 for unisex. If you’re looking for a wider fit with a more rounded toe, we’d suggest looking at men’s and unisex styles. Or if you want a narrower, more tapered fit, try our women’s styles.
My Doc’s feel tight, are they the wrong size?
With wear, DM’s often stretch in width but not in length. If there's only a slight pressure on your in-step, this will ease with wear. But if they feel very tight, you might need a larger size. The most important thing is that there’s enough room for your toes to fit comfortably. If you are in-between sizes, you might find that using an insole in the larger size is the way to go. Looking for some tried-and-tested ways to break in your Doc’s? Head straight to our break-in tips for those first steps.
ORDER
Do I have to register as a member to shop on drmartens.co.th?
No, you can shop easily as a guest. But, you will miss these benefits if you don’t register as a member of drmartens.co.th:- Ability to track your previous and current orders’ progress- The option to subscribe to our newsletter, which allows you to get information of new products, promotions, special prices, events, and other interesting offers
How to shop on drmartens.co.th?
You can shop your favorite products easily by following the simple steps below:
1. Select the product you wish to purchase
2. Select the size, and then choose “Add to Cart” button
3. To add more products, repeat steps 1 & 2
4. Once you have added all the items that you want to purchase, click the shopping bag icon
5. You will be redirected to the cart page to review your cart and apply coupon(s)
6. Click “Checkout” to finish shopping and make payment
7. Fill in your valid email address and detailed delivery address, then pick a delivery method
8. Click “Continue to Payment”, select a payment method and click “Pay Now”
9. You will be redirected to a separate page to proceed with paymen
10. Once you have made the payment, you will be redirected back to drmartens.co.th
11. You will also receive the order creation notification on your email
Can I track my order?
If you made the order as a registered user, simply log into your account and check your order history through your My Account page. If you made the order as a guest, you can track the order via the order notification emails which are sent to you every time the order status is updated.
What if my paid order cannot be fulfilled?
Unfulfilled paid orders due to any reason will be fully refunded to you following the process below:
1. We will send you an order notification email informing you that the order is cancelled
2. The cancellation email contains a link for you to provide your personal bank account details
3. The refund will be transferred to your bank account within 15 working days after we have received your bank account details
4. In case of refund failure due to wrong bank account details, we will reach out to you for revision
PAYMENT
What payment methods are available on drmartens.co.th?
You can choose from various payment methods directly through our partners’ payment gateway.
How to pay using a credit card or debit card
You can make a payment using a credit card or debit card by following the steps below:
- After clicking “Continue to Payment” on the checkout page, you will see the available payment methods.
- Select “Credit/Debit Card” and enter the following details:
Card number
Cardholder name
Card expiry month/year
CVV - After clicking “Next”, you will generally be required to enter a one‑time password (OTP).
- Enter the OTP to complete the payment.
Note: Credit/debit card payments cannot be retried. If the payment is unsuccessful, the order will be cancelled.
Is my payment information secure?
Yes, your information is secure. We ensure the security of our system and the confidentiality of your personal data. In addition, we work with internet payment service providers that use 3D Secure protection to prevent fraud. This technology helps ensure the confidentiality and security of all customer information.
I’m experiencing issues with my payment. What should I do?
Please ensure that you have followed the payment steps correctly according to the selected payment method and that all entered information is accurate and complete.
If the issue persists, please contact us at connect@drmartens.co.th and attach screenshots or a screen‑recording video of the issue so that we can investigate and assist you further.
SHIPPING/DELIVERY
What delivery methods are available on drmartens.co.th?
We offer free home delivery nationwide across Thailand for all orders.
Will all items in the same order be shipped together?
It depends on the storage location of each item. Items within the same order may be shipped separately in multiple packages and may have different tracking numbers. Please check your email regularly for detailed shipment information
How can I check my shipment tracking number?
The shipment tracking details will be sent to your email in the order confirmation notification once the package has been shipped.
Do you offer international shipping?
Sorry, we currently do not support international shipping.
What is the estimated delivery time?
It depends on your delivery location. The estimated delivery time is approximately 2–7 business days. We recommend tracking your shipment regularly after you receive the tracking number. If your order does not arrive within the estimated timeframe, please contact us at connect@drmartens.co.th so that we can assist in checking the delivery status.
How can I track my delivery status?
We recommend checking the delivery status directly on the courier’s shipment tracking website.
What should I do if there is an issue with my delivery?
We recommend contacting our Customer Service team immediately if you notice any issues, and no later than 14 days after the order is placed. Our team will assist in resolving the issue.
Note: Please always keep a video recording of the unboxing process for ease of returns and refunds. Additionally, retain the product packaging and outer box in their original condition.
Can I change the delivery address after placing an order?
The delivery address cannot be changed after an order has been placed. Please ensure that your delivery details are correct before proceeding with payment. If there is an error, we recommend contacting Customer Service to cancel the order and place a new one.
RETURNS/EXCHANGES
Can I return items I have purchased?
Returns can be processed under the following terms and conditions:
Returns due to change of mind or incorrect size selection
(e.g. size too large or too small, with no error in the size chart) are accepted only for items sold at full price or with a discount of no more than 30%.
Items purchased during promotions with discounts greater than 30% are not eligible for return.
Returns due to incorrect items received, incorrect size caused by a size chart error, or defective products may be accepted, subject to additional verification by our team.
Returned items must be unused and in their original condition, with all original tags attached and without any damage.
Items must be free from stains, tears, loose stitching, missing buttons, loose threads, or any other signs of wear or damage.
Items must be returned with the original brand box and packaging in perfect condition.
The box must not be damaged, dented, or taped, and all accessories must be included, such as boxes, hangers, tags, stickers, strings, plastic bags, etc.
Return requests must be submitted within 14 days from the date the item is received.
The returned item must be shipped back to the designated location within 7 days after return approval.
How to return an item
Once your return request has been approved by our team, you may proceed with the return by following the steps below:
- Our Customer Service team will request your pickup address so that our courier partner can arrange to collect the return item.
- After you have provided the pickup address, we will generate a tracking number, and our courier partner will collect the item from you.
- When preparing the return package, please use the original box or outer packaging provided. Ensure the item is securely packed using sturdy protective materials.
We also recommend attaching a “FRAGILE” sticker to prevent improper handling during transit, which may cause damage to the box.
Please note that we are unable to accept returns if the item or its packaging is damaged. - Our courier partner will deliver the returned item to our warehouse, where our warehouse team will conduct an initial quality inspection.
- If the item is found to be in good condition and meets all return conditions, we will proceed with the return and refund.
Our Customer Service team will request your bank account details for the refund process. - Refunds typically take approximately 14 days from the date we receive your bank account details. Once the refund has been completed, we will notify you accordingly.
Is there a return shipping method available?
You can return items via our courier partner. Once your return request has been approved, our Customer Service team will provide you with the courier name and a tracking number for the return shipment.
Can I return the item in person?
We do not recommend returning items in person. Please contact our Customer Service team before initiating any return process, as we cannot guarantee approval for in‑person returns. If an in‑person return is not approved, the item will be shipped back to your original address.
Where can I read the full return policy?
You can read the full return policy here.
Can I request an exchange?
Exchanges are only available in cases where the item you initially received is incorrect or defective, and the correct item is still available for shipment.
However, there may be situations where an incorrect or defective item is received but the correct item is no longer in stock. In such cases, a refund will be processed instead.
Please note that we do not support size exchanges.
For example, if you ordered size S and wish to change to size M, we recommend returning the size S item and placing a new order for the desired size.
Which items are not eligible for return or exchange?
Return and exchange requests do not apply to the following items:
Swimwear
Underwear (including sports bras)
Shapewear (including leggings and cycling shorts)
In addition, there may be certain items outside of the categories listed above that are not eligible for return or exchange. Details will be specified on the individual product detail page.
Can items purchased during a promotion be returned?
Items purchased during a promotion are not eligible for a refund, except in cases where the item is defective or incorrectly delivered.
REFUNDS
When will I receive a refund for an order that could not be processed?
Any order that has been paid for but cannot be processed for any reason will be fully refunded according to the following process:
- We will send an order notification email to inform you that the order has been cancelled.
- For non‑QR payments:
The refund will be processed back to the original payment method within 15 business days after the order cancellation notification.
If the refund cannot be completed for any reason, we will contact you to request your bank account details for a manual refund. - For QR payments:
The refund will be transferred to your bank account within 15 business days after the order cancellation notification.
If bank account details are required, our Customer Service team will contact you directly.
When will I receive a refund for returned items?
Once we have received the returned item at our warehouse (you can track the status using the tracking number provided by our Customer Service team), we will request your bank account details for the refund process.
The refund will be transferred to your bank account within 15 business days after we receive your bank account information.
What refund methods are available on drmartens.co.th?
Refunds will be processed via bank transfer only, based on the bank account details you provide through the refund form.
Please note that refunds for online orders cannot be processed in physical stores
How is the refund amount calculated for promotional purchases?
Refunds will be calculated based on the actual amount paid, as stated on the receipt.
PROMOTIONS
What promotions are currently available on drmartens.co.th?
You can check details of ongoing promotions through the banner on the homepage of our website. This page displays the most up‑to‑date information, including the latest products and the terms and conditions of each promotion.
Are ongoing promotions applicable to all items?
It depends on the terms and conditions of each promotion. Some promotions may apply to all items, while others are valid only for selected products. We recommend clicking on the promotion banner to view the list of eligible items and the detailed promotion terms and conditions.
Am I eligible for promotions on the website?
In general, promotions displayed on the homepage banner are available to all users. The discount will be automatically applied when you proceed to the shopping cart.
If the promotion requires a voucher code, you must enter the code on the shopping cart page to receive the discount.
My voucher code is not working. What should I do?
Please check that you have entered the correct voucher code, that the promotion is still valid, and that the items in your cart are eligible for the promotion.
If you are attempting to reuse a voucher code due to an error during a previous checkout process, please contact our Customer Service team to request reactivation of the voucher code. We will be able to proceed only after verifying that the previous order was unsuccessful.
I did not receive a voucher code after subscribing to the newsletter. What should I do?
Please contact our Customer Service team so we can help check whether your newsletter subscription was successfully completed or if there was an issue generating the voucher code.
OTHER
Where can I find Dr. Martens store locations in Thailand?
You can view the list of our retail stores across Thailand via the Store Locator page on our website.
Is my personal information stored on drmartens.co.th secure?
Yes, your information is secure. Our website is built on a secure platform and places a strong emphasis on protecting users’ personal data. You can review our full Personal Data Protection Policy on the Privacy Policy page.
How can I verify the official contact channels of drmartens.co.th?
Our only official contact channel is connect@drmartens.co.th.
If you are contacted via a personal phone number or any other email address, please do not trust it and report the incident to our Customer Service team as soon as possible.
