Frequently Asked Questions (USA)
Please note that this page is intended for customers in the United States.
For those located elsewhere, please click here.
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 are 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. This includes changing sizes.
Do you have any tips for first-time buyers?
Wearing platforms comes with its own challenges compared to typical thin sole shoes, so be aware of common mistakes:
* When bending down, try to squat and keep your heels on the ground. Do not stand on the ball of your foot as you naturally would. Platforms don't flex like sneaker soles, so the stress of this repeated action may result in the heel separating from the platform.
* Unzip or unlace your shoes fully when taking them off. You do not want to use overt force when you put on/take off your shoes, as you can split the zipper doing this.
* If the zipper of your new pair is hard to pull, try rubbing a wax candle (or bar soap) on the zipper teeth while undone, this can help to lubricate the zipper and help it break in smoothly.
* Please be careful. We recommend against driving and traversing wet/icy floors while wearing platforms.
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 open to the public.
When will my order ship?
On a daily basis, all orders placed before 1PM Pacific are sent to our warehouse for processing. Orders after this time will begin processing the next business day.
- Overnight orders are shipped same-day (before 1pm).
- Priority orders are shipped within 1 business day.
- Standard orders are shipped within 2 business days.
We do not ship on weekends, nor do our carriers guarantee delivery on weekends.
I don't have a tracking number yet, is something wrong?
Nothing is wrong with your order, we are just busy. We don't generate a tracking number for your shipment until it is about to leave our warehouse.
Remember, the delivery time shown to you at checkout (and in your order confirmation) is how long the order will take from the moment you placed it until when you receive it. This includes processing time prior to shipping. Rest assured we adjust these estimates based on warehouse capacity and estimated demand (during the holiday season or a promotional period for example).
Is shipping free?
Orders over $60 are eligible for free shipping to the contiguous US.
Expedited and next-day shipping services are also available to the contiguous US for an additional fee.
International shipping rates vary by destination and order value and will be 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 you provide. 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 and we will not offer compensation.
In any case, 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 be 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, left at doorstep while away from home)
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.
Once we receive and process your return, we will refund the payments you have made and you will not be charged again.
If you choose store credit you will still have to make the remainder of the payments, because your credit will be the full value of the order, even if it is not paid off yet.
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. Our return policy extends to 45 days from the purchase date.
Shoes must be returned in new and unworn condition to be eligible for a full refund or store credit.
We do not accept returns of closeout or final-sale items.
Store credit is not redeemable for cash.
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 3-5 business days.
Why is there a fee to return my order?
Since we provide you a fully paid shipping label, we charge approximately $7 per item (up to maximum $18 for 3 or more pairs returned) unless you are returning for store credit which incurs no fee.
You are responsible for packaging the return. We do not reimburse boxes, tape, or packing materials. This fee is detailed during the return process is deducted from the refund.
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?
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.
What if my item is defective?
If you suspect you received a defective product, contact us right away before wearing/using it.
Please send us 1-2 photos of the issue at CS@demoniacult.com and include your order number.
I need a replacement as soon as possible, what is the fastest way to do this?
Begin your return as a refund to original payment and place the new order as soon as possible (with expedited shipping if necessary for your deadline). This will ensure that we get your new order to you as soon as possible, without waiting for return shipping and store credit processing.
Shipping fees are subject to change without notice.