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FAQ's
FAQ'sAbout Shopping at Demea1. How do I shop online?
Simply select an item from anywhere on this site, choose your preferred colour and size – then add to your shopping bag. When you have finished shopping follow the checkout procedure
If it’s your first order,
If you are an existing customer, Simply log into your account using your email address and password Select a category from the top menu bar, then select a specific category from the drop down menu or use the search box. Click on the product you would like to view in greater detail. Select your size and quantity and click “add to shopping bag”. To add more products select “Continue Shopping.” When you have finished shopping proceed to “Checkout” and follow the easy payment instructions. 2. How can I pay for my order?
You can pay by Mastercard, Visa, Electron, Maestro, Delta, American Express and Paypal.
3. Do the Prices listed include VAT?
The prices quoted do include VAT at the current U.K rate of 15%. This will revert back to 17.5% from the 1st January 2010 unless otherwise specified..
4. How do I know if you have received my order?
When you make an order you will receive an email from us acknowledging your order. The order acknowledgement will contain your order number, details of the goods ordered and a delivery estimate. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. When your goods have been dispatched to you, your card will be charged and we will send you an order dispatch email including details of the product purchased and a code with a link for you to track your order.
5. Can I make changes to my order?
Because we start to process your order as soon as we can after we receive it, we cannot cancel or change your order. If you change your mind after we accept your offer you may return any goods to us for a full refund. We will refund the payment card the price paid for the item on receipt of the returned goods
6. Can I add a new item to an existing order?
We are unable to add a new item to an order once it has been placed. Customers should place a new order for any additional items that they require
7. What happens if I notice that my personal details are incorrect after I have completed the ordering process?
If you realise your personal details are incorrect once you have completed the ordering process please email us at info@demea.co.uk or call our customer service team on 0208 422 3614 with reference to the specific order. You can then amend your details online for future orders
8. How do I know if an item is in stock?
The product page will specify if the item is available to purchase. If your chosen product is not in stock you can use the Email when Back In Stock link on the product page. We will then contact you should your size become available.
9. What happens if an item on my order is not available?
If an item you have ordered is unavailable when we come to dispatch it you will be informed by email that we are unable to deliver that item. You will not be charged for that item. We will ship any remaining items that you have ordered. If on receiving the remaining items you decide that you do not wish to keep them then you may return them to us for a full refund. We will refund the payment card the price paid on receipt of the returned items
10. I’m having problems placing my order
Please ensure that you enter the correct billing address for the card you are using as this is a common cause for problems occurring. If you experience any further issues then please contact us on 0208 422 3614. 11. Do I need to register an account with Demea to place an order?
No, you do not need to register an account with Demea in order to place an order. If you place an order without registering then your details will not be stored by Demea and you will have to re-enter them again when you make your next order. Please note that access to “My Account” information and order details are only available online to registered users.
12. Is it safe to use my credit card online at Demea?
To help ensure that your shopping experience is safe, simple and secure Demea uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. Demea uses 3-D Mastercard Securecode , Verified by Visa and VeriSign, to provide secure credit card transactions via the site. If SSL is enabled then you will see a padlock at the bottom of your browser and you can click on this to find out information about the SSL digital certificate registration. All credit card transactions on this site are processed using a secure online payment gateway which encrypts your card details in a secure host environment. Demea does not hold or store your credit card details on the website so you will need to re-enter your credit card details every time you place an order with us unless you have a Paypal account which stores these details for you securely. 13. How do I know if it will fit?
In order to aid our customers with their shopping we have provided a size chart to be used as a guideline for international sizing. Should you be unhappy with the fit for a particular purchase you can return the item, or exchange it for a different size. Please follow the instructions listed under returns. Shoe Size Chart
About My Account1. If I have already purchased from the site and wish to purchase again but have forgotten my password – how can I find out what it is?
If you cannot remember your password, click on the ‘MY ACCOUNT/REGISTER' link at the top of every page and click on the FORGOTTEN MY PASSWORD' link. This will take you to a page where you can enter your email address and click EMAIL PASSWORD'. Your password will then be emailed to you.
2. If I have already purchased from the site and wish to purchase again but I need to change my address or other details what do I have to do?
Simply click into ‘My Account’ on the homepage and then click the ‘My Profile’ link to amend your details
3. How do I subscribe to the Demea mailshots?
It’s easy! Simply enter your e mail address in the subscribe box at the bottom of the page. Our Mailshots will keep you up to date with all our latest trends, new arrivals and promotions. You can also enter our exclusive competitions.
4. How do I unsubscribe from the Demea mailshots?
If you decide that you no longer want to receive our emails you can unsubscribe at any time. Click here to unsubscribe.
About Delivery and Orders1. How much will I be charged for delivery?
All shipping is handled by Demea’s Registered Courier or Royal Mail. The U.K. delivery charges are £3.95 for orders under £100 and free for orders over £100. Destinations addresses outside the U.K are charged a delivery fee of £7.95. There is only one delivery charge per order no matter how many items you have in that order. 2. How long will delivery take?
We aim to deliver to U.K. addresses within 3 working days following the date your order is placed and within 7 working days for orders outside the U.K.
3. Can you deliver to a different address than my payment address?
Yes, You can specify a different delivery address to your payment address
4. Do you deliver outside the UK?
We can currently deliver to all UK, Eire and Most European countries as well as the U.S.A.
5. Does Demea deliver to Post Office (P.O.) Boxes?
Due to delivery restrictions we are unable to ship to post office boxes. We recommend you provide a suitable shipping address where we can obtain a signature on delivery. This address should be your billing or work address.
6. How can I track my order?
You should be able to track your order within 24 hours of the order despatch email being sent to you. You can check the status of your Delivery by ringing the contact number listed on your dispatch Email and quoting the tracking reference number stated or by logging on to the online tracking link on your dispatch email with your tracking reference number. Please note that for your security only a record of your transaction is kept on the Demea Website, your credit card details are not held on the website. 7. Does Demea offer a same day delivery service?
At this time Demea does not offer these services.
8. Do I need to sign for my order?
All Orders require a signature on delivery so please make sure you provide a suitable Delivery address where you are able to sign for your parcel on arrival.
9. Is my package insured?
Your Demea order is insured in transit against theft and accidental damage until it reaches the delivery address specified. Once the merchandise has been delivered and signed for, it is no longer covered by insurance.
About Returns and Refunds1. How do I return or exchange an item?
To return any unwanted items simply follow the instructions below: We request that all goods are returned within 14 days of the date of your order being received by you. Returns received outside the above time frames are accepted at the discretion of Demea .We also reserves the right to charge any costs of recovery of the goods received after 14 days. Complete the return slip provided with your delivery. Then post the products (in original, resaleable condition,) with the original packaging back to us at the address printed on the returns slip. Please note you must ensure the products are posted back to us by recorded delivery or registered post and retain your proof of posting. Please enclose the returns slip filled out with the product. We will contact you by email when we have received the items and authorised your full refund for the item and Delivery charges (if applicable), this is normally within 24 hours of receiving your return at our offices. You should receive your full refund on your payment card within 21 days of us authorising your refund or 28 days if purchased from outside the U.K. Demea will not accept returns for any non-faulty items that have been worn and/or tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us (by phone or email) on the same day if they wish to return the items. We strongly advise all customers to check products thoroughly upon delivery before removing any attached tags and before disposing of any original packaging. Please be aware that shoes must be returned with their original designer packaging. Shoes returned without their original boxes will not be accepted. Please note that international customs duties and sales taxes are NOT refunded for shipments outside the U.K. Should you wish to exchange an item for an alternative size, please email us at: info@demea.co.uk and we will reserve it for you if the item is in stock. As soon as we receive your return, we will dispatch your new size to you after the goods have undergone a quality control check. If you are located outside the U.K you will be required to pay additional taxes and duties on the replacement item. 2. What do I do if the item I ordered is unsuitable or doesn’t fit?
You can return any item you are not completely happy with within 14 days of receipt. We will refund the payment card the price paid for the item on receipt of the returned item. Please see our delivery and returns section for full details.
3. What do I do if you have not sent me one of the items I ordered and I no longer want the other items?
If on receiving the other goods you decide that you do not wish to keep them then you may return them to us within 14 days for a full refund. We will refund the payment card the price paid for the items on receipt of the returned items. Please see our delivery and returns section for full details.
4. What do I do if I have received the wrong item?
You should email us immediately at info@demea.co.uk to inform us of this and return the wrongly shipped item to us for a full refund. We will refund the payment card the price paid for the item (including any delivery charges paid) on receipt of the returned item. If you still wish to continue with your purchase, then you will need to submit a new order online. You will not be liable for any delivery charges for this order. Please see our delivery and returns section for full details.
5. What if the package is damaged on arrival?
If the product packaging appears to be damaged on arrival and you feel this is unacceptable and possibly damaging to the product, you should refuse to accept it at the point of delivery and not sign for the goods. It will then be returned to Demea where we can arrange a replacement for you. 6. How can I return a faulty item found on arrival?
Please follow the steps for Returns and the product will be inspected and a refund or replacement (if in stock) will be arranged. 7. What happens if the product develops a fault after being worn?
Please contact us at: info@demea.co.uk and our advisors will be happy to offer support.
8. How do I obtain a refund?
We will refund the payment card the price paid for the item on receipt of the returned item. You will receive an email confirming the refund has been approved and your card credited for the full amount. Please see our delivery and returns section for full instructions.
About my Security1. Is my personal information kept private?
We take your privacy and security very seriously. We work hard to make sure that we only use your information in the ways that you want us to. When you shop at our website we protect your payment details so that all your information is encrypted before it is sent over the internet. For further information on how we protect your privacy and security please see our Privacy Policy. We will treat all the information you share with us as private and confidential. At no point will we share, rent or sell your personal information without your consent. In order to register as a user, we will need to know your name, mailing address and email address. To process credit card orders online, we will also require the following information: your billing address, Delivery address, telephone number, credit card number and expiration date. We will use your billing and credit card information to process your order and inform you of its delivery. Please note that Demea does not keep your credit card details on the Demea website, and these details are therefore protected from any breach of security at our website. We may also use information we collect to inform you of new goods and services via emails. If you do not wish to receive these emails, please send an email to unsubscribe . Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties.
2. What is Mastercard Securecode and Verified by Visa?
At the payment stage after entering your address and card details and confirming, you may be asked for a secure code. Securecodes are a new way of protecting your card from online shopping fraud Mastercard (including Maestro) and Visa are offering this service. All you need to do is simply register with your card provider and create your own online securecode of your choice. At the payment stage you will be prompted for your securecode- this code will not be shared by your card provider with anyone else. This extra security can give you even more confidence when shopping online. While, we will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Site. 3. Using your credit card at Demea
To help ensure that your shopping experience is safe, simple and secure Demea uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. Demea uses 3-D Mastercard Securecode ,Verified by Visa and VeriSign, to provide secure credit card transactions via the site. If SSL is enabled then you will see a padlock at the bottom of your browser and you can click on this to find out information about the SSL digital certificate registration. All credit card transactions on this site are processed using a secure online payment gateway which encrypts your card details in a secure host environment. Demea does not hold your credit card details on the website so you will need to re-enter your credit card details every time you place an order with us unless you have a Paypal account which stores these secure details for you. Contacting us1. How do I contact Demea for help or advice?
If you have a question that is not answered on our website you can contact customer services by email to:info@demea.co.uk or by telephone on (+44)208 422 3614. Demea endeavours to respond to all unanswered queries within 24 hours 2. When can I telephone the online customer services team?
The online customer services team is staffed on Monday to Friday from 9am to 6.00pm and you can reach them on 0208 422 3614.
3. How do I complain?
If you are dissatisfied with the service you have received you can contact us at: info@demea.co.uk stating the nature of your complaint. Alternatively, you can contact us by phone on 0208 422 3614.
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