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 greatly increased shipping volume, orders may not ship for several business days after being placed.
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 placed, we will send you an email to review your products.
Please note, if you have manually unsubscribed from 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.
Note: Sale items are rarely restocked.
Do you sell accessories or laces?
If your order is missing these items, please contact us.
We process this on an as-needed basis so please email us at email@example.com 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.
How do I use Afterpay?
Afterpay is available for US residents only.
You may select Afterpay as a payment option at the last 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. e.g. Ignore the prompt to enter 6 digits via text message.
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. Do not choose store credit.
When 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.
Where do you ship from, do you offer pick-up?
We ship from California, ZIP code 92821.
We do not offer pick-up.
How soon will my order ship?
With the exception of weekends and holidays, we ship expedited orders placed before 1PM Pacific time on the same day.
Ground orders, and orders placed after this cutoff time are shipped the next business day. (Due to holiday volume, ground orders are shipping 4 business days after purchase.)
Please note: delivery occurs on weekdays only.
Is shipping free?
Orders over $60: free to the continental US.
Orders under $60: $3.99 to the continental US.
Standard shipping will take between 3-5 business days to arrive.
International shipping varies by order size and is 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, there is a very limited amount of support we can assist with. Please contact us at: 714-681-7861
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 this message appears, we have received your order. If you notice an error in your confirmation, you must notify us immediately.
What if I am unable to locate my delivered package?
Demonia Cult needs to be contacted within 5 business days of the posted delivery date. It is the customer's responsibility to track and locate their delivered package. If you are unable to locate your delivered package contact us immediately.
Your shipping confirmation will contain the delivery date, and information to track your package via the corresponding carrier system. Failure to notify us because you are unable to locate your delivered package results in the lost / stolen package is your responsibility.
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
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?
We provide you a prepaid shipping label to return your order.
We charge $6.95 per item for restocking (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 costs are subject to change without notice.
If your package is undeliverable for any reason that we are not at fault for, you will be charged $12 from your refund as a restocking fee. To avoid this, double check your address before ordering and contact us if there is a problem ASAP.