FAQ
FREQUENTLY ASKED QUESTIONS
Find answers here to the most frequently asked questions about orders, shipping, returns, and DEMYR products.
ORDERS
How do I know if my order has been confirmed?
After completing your purchase, you will receive a confirmation email with your order details. If you cannot find it, please check your spam or junk folder as well.
Can I change or cancel my order?
Contact us via support@demyr.com as soon as possible. We will do our best to make the change or cancellation before the order is processed, but we cannot guarantee it once processing has begun.
I entered an incorrect delivery address. What should I do?
Contact us immediately via support@demyr.com. If the order has not yet been processed or dispatched, we will try to correct the address.
SHIPPING AND DELIVERY
Which countries do you ship to?
Currently, DEMYR delivers to Portugal, Germany, France, and the Netherlands.
How much does shipping cost?
Shipping is free for the destinations where DEMYR is available.
How long will it take for my order to arrive?
Processing usually takes 1 to 3 business days. After dispatch, delivery is estimated to take approximately 5 to 10 business days.
How can I track my order?
When your order is dispatched, you will receive the available tracking information so you can check the delivery status.
My order is delayed. What should I do?
If the order significantly exceeds the estimated delivery time, contact us via support@demyr.com, providing your order number so we can check the status.
Will I have to pay customs or import duties?
International orders may be subject to customs procedures according to the destination and applicable legislation. DEMYR tries to use shipping methods that allow applicable import charges to be handled during the shipping process, whenever applicable.
If you receive an unexpected request to pay VAT, customs duties, or other import taxes upon delivery, please contact us before making the payment.
RETURNS AND REFUNDS
Can I return an order?
Yes. Consumers covered by the right of withdrawal may communicate their decision to return the order within the applicable legal timeframe, which in the European Union is, as a rule, 14 days after receiving the item.
Consult our Returns and Refunds page to see all conditions and instructions.
Who pays for return costs?
For returns due to change of mind or choice of size, the direct costs of the return are, as a rule, the customer's responsibility.
When the received item is incorrect, damaged, or does not conform to the contract, the costs will be borne by DEMYR when legally applicable.
Do you offer exchanges?
We do not perform direct exchanges. If you would like a different size or item, you may return the eligible item according to our Return Policy and place a new order.
When will I receive my refund?
Refunds are processed via the original payment method, according to the timeframes and conditions indicated in our Returns and Refunds Policy.
PRODUCTS
How do I choose the correct size?
Consult the size guide available on the product page before making your purchase. We recommend that you confirm your measurements and compare them with the dimensions indicated.
Can items have slight differences compared to the photographs?
We try to represent our products as accurately as possible. However, there may be slight differences in appearance or shade due to lighting in the photographs and the settings of the screen used.
How should I care for my DEMYR pieces?
Care may vary depending on the material of the piece. We recommend avoiding prolonged contact with chemicals, perfumes, and other agents that may affect the finish, and storing the pieces in a dry place when not in use.
ORDER ISSUES
I received a damaged or incorrect item. What should I do?
Contact us via support@demyr.com, providing the order number and, whenever possible, sending photographs that help identify the issue. We will analyze the situation and present an appropriate solution.
My order shows as delivered, but I haven't received it. What should I do?
First, check if the order was received by someone else at the provided address or left in a secure location. If you still cannot find it, contact us so we can investigate the situation.
PAYMENTS
What payment methods do you accept?
The payment methods currently available are shown at checkout before completing the order.
Are payments secure?
Payments are processed through the payment solutions provided in our store and their respective payment service providers.
CONTACT
I still have a question. How can I contact DEMYR?
You can use our contact form or send an email to support@demyr.com