Frequently Asked Questions (USA)
Please note that this page is intended for United States customers.
For those outside the US, please click here.
Due to COVID working conditions, orders with standard (ground) shipping may not leave our warehouse for up to 5 business days.
Thank you for your patience.
Are your shoes in men's or women's sizes?
Most of our shoes are in US women's size.
When you view a product, it will say "Men's size.." or "Women's size..." on the page.
Are your shoes in US or UK sizes?
Our shoes are in US sizes.
How do you convert between men's and women's?
The difference is 2 sizes.
A men's 10 is a women's 12.
A women's 10 is a men's 8.
Do you carry half-sizes?
We do not carry half sizes. If you are between sizes, we recommend sizing up.
How do I write a review for my purchase?
Approximately 10 days after your order is shipped, we will send you an email to review your products.
Please note, if you are not subscribed to our mailing list, you will not receive this email as it is considered non-essential.
What are your hours of operation?
Our customer service representatives are available from Monday through Friday, 8:30AM to 5:00PM PT. We are closed on major US holidays.
When do you restock items?
Unfortunately, at this time we are unable to provide exact restock dates due to COVID-related logistics uncertainty.
Please sign up to be alerted from the product page when something restocks.
If you get an alert on restock day and the item is sold out- sign up again. Once you get an email you're removed from the queue.
Do you sell accessories or laces?
If your order is missing these items, please contact us.
We process replacements on an as-needed basis so please email us at firstname.lastname@example.org and include all relevant details including your address, item number, color and size. We'll check if we have the part available and get back to you.
Can I change my order after it is placed?
No. We do not allow editing of orders at this time. Your order will be cancelled and refunded, and you can repurchase the correct item.
Where do you ship from, do you offer pick-up?
We ship from California, ZIP code 92821.
We do not offer pick-up. We are not a retail store.
How soon will my order ship?
With the exception of weekends and holidays, we ship expedited orders placed before 1PM Pacific time the same day.
Expedited orders placed after this cutoff are shipped the following business day.
All ground (standard shipping) orders are usually shipped within 3-5 business days from the order date.
Is shipping free?
Orders over $60 are shipped free to the continental USA.
Standard shipping usually takes 3-5 business days to arrive.
International shipping rates vary by order size and are calculated at checkout.
How do I track my order?
You will receive an email from us indicating your order has shipped. Inside this email you will find a tracking number, you can either track through the link in the email, your Demonia Cult account, or go directly to the carrier's website.
What if I entered my shipping information incorrectly or missing information?
We ship all orders to the shipping address provided by the customer. If there is a mistake with the shipping address after the order is placed, we must be immediately contacted to see if the information can be corrected. If the package has already shipped, we MAY be able to re-route it. If it has been delivered there is nothing we can do.
Please contact us immediately at: CS@demoniacult.com and include all changes necessary to correct the mistake.
How do I know you received my order?
When completing your purchase, an order confirmation screen should appear that says, "Thank you for your order".
If you notice any errors in your confirmation, please reply to the confirmation email and let us know what we can do.
What if I am unable to locate my delivered package?
Demonia Cult must contacted within 7 business days of the alleged delivery date to file a lost package claim.
Your shipping confirmation will contain the delivery date and resources to track your package as it travels. It is your responsibility to prepare for the delivery. If you are unable to locate your delivered package contact us immediately.
We are not responsible for lost or damaged packages due to negligence. (e.g. wrong address entered and no correction requested)
How do I use Afterpay?
You may select Afterpay as a payment option at the final stage of checkout where you would normally enter your credit card number.
Why can't I select Afterpay at checkout?
If you use an auto-filled checkout like Apple Pay or Shop Pay, you will not be able to select Afterpay. Please restart the checkout process and enter all your details manually. (You may need to click "checkout as guest".)
What if I return something I bought with Afterpay?
If you make a purchase with Afterpay and decide to return it, we recommend you choose "original payment" when making your return.
If you choose store credit you will still have to pay the remainder of the payments, because your credit will be the full value of the order.
Once we receive and process your return, we will refund the payments you have made and you will not be charged again.
Why wasn't I approved for Afterpay?
Afterpay uses their own screening process that we have no control over. If they deny your application, unfortunately we cannot help you.
Can I return something I bought?
Yes! We accept returns within 60 days of purchase date.*
Shoes must be returned in new and unworn condition to be eligible for a full refund.
0-30 days from order date: refund OR store credit
30-60 days from order date: store credit only
*we do not accept returns of closeout or final-sale items.
How do I start my return?
When will I get my refund?
Once your item arrives at our warehouse we will authorize your refund within 5 business days.
We can not guarantee when your refund will appear in your bank account. This varies by bank and can be up to an additional 5 business days.
Why is there a fee to return my order?
Since we provide you a fully prepaid shipping label to return, we charge $6.95 per item (up to maximum $20) unless you are returning for store credit (no fee).
Note: your original shipping fee will not be refunded unless the item was defective or delivered late.
What if I want to exchange for another size or color of the same shoe?
If you would like to exchange your shoes for another size or color, please file your return as a store credit, and use the credit to order the new pair. You will receive your credit via email once we receive your return.
Shipping fees are subject to change without notice.