FAQS

It usually takes 1–3 business days (excluding weekends and national holidays) to process and prepare your package for shipping. Once your order ships, you’ll receive a tracking email. If there’s no tracking update after 5 business days, please contact us at hello@demodemode.com so we can open an inquiry.

Please check our shipping page to see the list of countries and regions we deliver to.

Our delivery service does not cover post office boxes or military mailing addresses (APO, FPO). If the country of destination cannot be found in the checkout process, contact our customer service team at hello@demodemode.com to check the fee

Delivery times depend on: ➀ destination country/location, ➁ shipping method selected.

Please check our shipping page to know more about the estimated delivery time. 

We will send you a “Shipping Confirmation” email as soon as your order has been collected. This email will also contain your tracking number. 

It can take between 1-3 business days (excluding weekends and national holidays) for us to prepare a package for international delivery. Once your order ships, you will be sent a “Shipping Confirmation” email containing tracking information.
If you have purchased a pre-order item, please note the estimated shipping time indicated on each product page, which is subject to the availability of stock in the warehouse. 

-the tracking shows “delivered,” but I don’t have my package.
1. Please check with household members, neighbors, your building/concierge, or the mail room.
2. Look in safe places where carriers often leave parcels (porch, side/back door, garage, package lockers).
3. Verify the shipping address on your order and review the tracking history for delivery details or photos.
4. Allow 24–48 hours in case the carrier marked “Delivered” early.

 If the package still can’t be located after these steps, contact us at hello@demodemode.com with your order number so we can open a carrier inquiry.

We aim to meet the delivery times stated but during busy periods, deliveries may take a little longer. Occasionally circumstances beyond our control, such as extreme weather conditions or customs inspections, can result in delivery delays. 

Our fulfillment is highly automated. Once an order is submitted, it is routed to the warehouse right away; therefore, address updates aren’t guaranteed.

 - If your order has not shipped yet: contact us as soon as possible with your order number—we’ll do our best to make the change.
- If your order has shipped: We’ll contact the carrier and try to reroute for deliveries within the same country/region. Availability depends on the carrier and destination. Reroute or re-delivery fees may apply.

 Note: pre-order items follow the same rule; please reach out immediately and we’ll advise on available options.

Due to fulfillment automation, modifications are limited and not guaranteed.

- Removing items: Possible prior to shipment. Please contact us immediately with the items to be removed. We will adjust the order and issue a refund for the difference once processed.
- Adding items: Items cannot be added to an existing order. Please place a second order with the same recipient and address and request combined shipment. If the first order hasn’t shipped yet, we’ll combine both parcels for you. On request, we’ll refund the shipping fee for the second order.

Our fulfillment is highly automated. Once an order is submitted, it is routed to the warehouse for packing right away; therefore, cancellations aren’t guaranteed.

 - if your order has not shipped yet: contact us as soon as possible with your order number—we’ll do our best to intercept the order.
- if your order has shipped: we’re unable to cancel it. You may request a return according to our Return & Refund page.

Note: pre-order items follow the same rule; please reach out immediately and we’ll advise on available options.

For security reasons, our system may flag orders that appear unusual or potentially unauthorized. We’ll send you a verification email—if we don’t receive your confirmation within one week, the order will be canceled and refunded.

Please check your inbox and spam folder to ensure you don’t miss our verification email.

The current checkout price is inclusive of all applicable taxes, duties or tariffs. You do not need to pay any additional fees.

Customs processing times can vary by country and are conducted solely by the local authorities. For the most accurate information, please contact your customs office directly with the tracking number from your shipping confirmation email.

Helpful steps:
- Review the latest tracking events for any customs notes.
- Contact the local customs office or the carrier’s customs team and provide the tracking number.
- If additional documents or information are requested, please let us know—we’re glad to assist.

We appreciate your patience and are here to help facilitate the process wherever possible.

We don’t offer direct exchanges. To request a size/color change, please start a return and select Exchange as the reason (1 item per order). We’ll follow up with available options.

Please proceed through our Return process in the Account center.

The following are final sale and cannot be returned, refunded, or exchanged: ➀ Last-chance items, ➁ Archived items, and ➂ Underwear.

For eligible items, you have 14 days from the date of delivery to ship your return.

Items must be in original condition, with tags and packaging included. Returns that do not meet these requirements cannot be approved or refunded.

Yes. We’ll issue a prepaid return label after your return request is approved and processed. An estimated cost of around 30–60 USD per return, including the shipping label and transaction fees will be deducted from your refund. The final amount depends on the returner’s address, and the quantity/weight of the returned items.

 Note: Original shipping and return shipping costs are non-refundable.

If the return is due to our error, we will cover the return or exchange fees. Please contact us with photos and your order number.

After your return is received and passes quality inspection, we will issue a refund to your original payment method and send a confirmation email. It can take up to 15 business days to process the refund, plus additional time from your financial institution to process and update your bank statement.

Note: Shipping fees are non-refundable, and any items that do not pass inspection will not be refunded.

During the checkout process, the supported payment methods are displayed on screen. We accept payment methods include:

- Credit or debit cards: Visa©, MasterCard©, and American Express©.
- Apple Pay©, Google Pay©, Paypal©, and Shop Pay©.