Frequently Asked Questions (Outside USA)
This page is intended for international visitors. For customers in the USA, please click here.
Depending on your region, packaging appearance may differ. You may receive a box labelled either Demonia or DemoniaCult. Rest assured that these products are both genuine, the only difference being the outer packaging and the insole.
NOTICE: Beware fake websites and counterfeit goods. MORE INFORMATION
General
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 duties and taxes included?
In the EU, UK, Canada*, New Zealand, Australia and Japan duties and taxes area already included in the item price.
You may or may not be given the option to forgo prepaying this fee and instead pay when the item arrives.
*Canada: Duties are included in the item price, while taxes are added at checkout.
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 strongly recommend sizing up.
What are your hours of operation?
The Demonia Cult customer service representatives are available from Monday through Friday, 8:30AM to 5:00PM PST (GMT-8). We are closed on major US holidays.
When do you restock items?
We carry hundreds of styles, as such they do not restock at the same time. If you'd like to know when a specific item is arriving please send a chat or email us.
Note: Sale items are rarely restocked.
Do you sell accessories or laces?
Yes, we can ship you buckles, laces, charms, or other accessories should you break or lose them.
We process this on an as-needed basis so please email us at cs@demoniacult.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.
Shipping
Where do you ship from, do you offer pick-up?
We ship from California, USA. ZIP code 92821.
How soon will my order ship?
With the exception of weekends and holidays, we ship all orders placed before 1PM (GMT-8) on the same day. All orders after this time are shipped the next business day.
Please note that none of our services deliver on weekends.
Is shipping free?
Shipping is not free. You will see the calculated shipping rate at checkout. A typical single-pair order will ship to you DHL Express for around $28 USD.
How do I place an international order?
Shop as you normally would. When checking out and filling in your address, your shipping, duties & taxes will be automatically calculated once you enter your shipping address.
Note: for the EU, Canada, UK, Japan, and some others we include duties and tax in the item price.
How do I track my order?
You will receive an email from us confirming your order has shipped. Inside this email you will see a button to track your order.
You will also receive an email when your order is delivered, please recover the package promptly to prevent theft.
What if I entered my shipping information incorrectly or missing information?
We ship all orders to the exact address provided by the customer. If you notice a mistake with your shipping address, you must notify us immediately. We are not liable for the loss of your package if the address is incorrect or incomplete.
To correct your address please contact us ASAP at: 714-681-7861 or 866-DEMONIA
How do I know you received my order?
When completing your purchase, an order confirmation screen will appear. This screen will also include your order number in the format: DC-#######
Additionally, you will receive a confirmation email; please check this email for any errors and notify us right away if something is not right at 1-714-681-7861
What if I am unable to locate my delivered package?
Demonia Cult is not responsible for any theft or damages once the package is delivered. It is the customer's responsibility to track and locate their delivered package.
Your shipping confirmation will contain the delivery date and link to track your package via the corresponding tracking website. Failure to notify us in the case that you are not able to receive your shipment (or the address is incorrect) may result in a loss of the package and the order will not be refunded.
Returns
Can I return something I bought?
Yes! We accept returns within 30 days of purchase date.*
Shoes must be returned in new (or just tried on) condition in order to be eligible for a full refund.
You are responsible for return shipping. We will provide you with a DHL label, and the fee for this will be deducted from your refund. The cost of this label is shown to you before you return the item.
Additionally, duty, tax and original shipping are not refunded. Please contact your local tax authority for VAT refunds.
How do I start my return?
For international orders, click here to start your return.
When will I get my refund?
Once your item arrives at our warehouse we will authorize your refund within 7 business days.
We can not guarantee when your refund will appear in your bank account. This varies by bank and can be up to 5 business days.
Why is there a fee to return my order?
We simply cannot offer free returns for orders shipped outside the USA.
What if I want to exchange for another size or color of the same shoe?
We do not offer exchanges, nor do we offer store credit for orders outside the USA.
Shipping costs are subject to change without notice.