At DEMOC, every single pair of shoes is individually handcrafted upon receiving your order specifications. Because we operate as a strictly bespoke and made-to-order luxury brand, we do NOT offer general size exchanges, returns, or refunds once an order is crafted and delivered as requested.
1. General Non-Exchangeable Policy
- Delivered as Ordered: The exact size and specifications selected by the customer at the time of checkout will be manufactured and dispatched. We do not process exchanges or refunds for incorrect size choices made by the buyer.
- No Refunds / No Returns: Since each pair is custom-crafted specifically for you, orders are final and non-refundable once production commences.
2. Exceptions for Exchange An exchange or alteration will ONLY be processed under the following strict conditions:
- Manufacturing or Dispatch Error: The product received does not match the size or specifications mentioned on your original order invoice (e.g., you ordered size 42, but received size 40).
- Defective Item: The pair arrives physically damaged or structurally defective upon delivery.
3. Claim & Exchange Procedure
- Reporting Window: Any discrepancy or manufacturing issue must be reported within 48 hours of parcel delivery via Email (
concierge@democofficial.com) or WhatsApp. - Proof Required: Clear photos/videos showing the order invoice, shoe size marking, and the issue must be provided.
- Condition: The shoes must be completely unworn, free of sole scuffs or leather creases, and returned in their original DEMOC packaging with all included accessories.
4. Courier & Shipping Costs for Valid Claims
- If an exchange is approved due to an error on DEMOC’s part (wrong size dispatched or defect), DEMOC will cover all reverse and re-dispatch shipping costs.
