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Order

  • Availability Inquiry: Are the items on the website in stock? All items on Demimode.ch are currently available for purchase. If your size is not available, please get in touch with us or leave your email address. You'll receive an email once your size is back in stock.
  • Online Order Assistance: How can I get help with my online order? Reach out to our customer service via email for assistance.
  • Sizing Information: How can I determine my size? Refer to our size chart on the product pages for sizing guidance. You can choose your regular size, and oversized items are labeled accordingly.
  • Order Confirmation Delay: I've completed my order but haven't received a confirmation yet. Why? There might be delays after placing your order. Also, please check your spam folder. If you don't receive an email within a reasonable time, contact customer service.
  • Order Modification/Cancellation: How do I change or cancel my order? Contact our customer service promptly by phone or email. We'll try our best to accommodate your request. Once an order is placed, immediate cancellation or changes aren't guaranteed. However, you can still return the order for a refund.

Gifts

  • Gift Wrapping Inquiry: Will my order be gift wrapped? You can select free gift wrapping on the checkout page. Your purchases will arrive in a Demi box.
  • Personalized Message: Can I include a personalized message with my purchase? During checkout, you can input a message or request a blank card for personalization.
  • Gift Card Usage: Can I use a gift card or store credit for online shopping? Demi vouchers and boutique credits cannot be applied on demimode.ch.
  • Price Concealment: Will the price be displayed in my gift order? If you choose "Gift Wrapping" at checkout, the order will be considered a gift, and the price won't be shown on the enclosed order form. You can also request no pricing information in the package by selecting "Gift Wrapping" or contacting customer service.

Delivery

  • Shipping Cost Inquiry: How much is shipping? Orders over CHF 600 qualify for free delivery; otherwise, there's a flat rate of CHF 8. Returns are free and not refundable.
  • Delivery Regions: Where does demimode.ch deliver? demimode.ch delivers to Switzerland and all European Union countries. Customers in these areas don't incur customs fees as Demi handles customs clearance and costs. We aim to deliver to other regions but reserve the right to refuse orders there under certain circumstances beyond Demi's control. Contact customer service for international delivery inquiries.
  • Shipping Services: What shipping options are available? Orders are shipped via Swiss Post.
  • Delivery Timeframe: How long does delivery take? Delivery typically takes 3-7 working days from the order date (personalized items may take 3-4 weeks). Shipping to outside Europe may take longer depending on the destination country. Contact customer service for specific delivery needs.
  • Customs Duties and Taxes: Do I need to pay customs duties or taxes? Customers in Switzerland don't need to pay customs fees.
  • Order Processing Notification: How do I know when my order has been processed? Once processed, you'll receive an email with a tracking number confirming shipment.
  • Tracking Delivery: How can I track my delivery? Log in to your account or use the tracking number provided via email to track your shipment online. Contact customer service if needed.
  • Delivery to Post Office Locker: Can deliveries be made to a post office locker? All packages are hand-delivered to recipients and not placed in mailboxes.
  • Signature Requirement: Is a signature needed for delivery? During checkout, you can specify if you want delivery with or without a signature.
  • Delivery to Hotel: Can delivery be made to a hotel? Yes, provide your hotel name and stay dates during checkout, and we'll deliver accordingly.
  • Delivery Delay Request: Can delivery be delayed? We may delay delivery by a few days. Specify desired delivery dates in the comments section during ordering.

Payment

  • Accepted Payment Methods: What payment methods does demimode.ch accept? Accepted methods include Visa, Mastercard, Maestro, American Express, Twint, PayPal, Payment on account, Shop Pay, Apple Pay, Google Pay, and Union Pay.
  • Payment Security: Is payment secure? Transactions on demimode.ch are secure, indicated by the lock icon and "https" in the address bar. Specific security measures are in place to protect your information.
  • Payment with Another Bank Card: Can I use a different bank card? Yes, provide the associated billing address during checkout.
  • Payment Charge Timing: When will my credit card be charged? Cards and other payment methods are charged upon order confirmation.
  • Security Code Explanation: What is the security code on my payment card? A 3 or 4-digit code secures remote transactions and can be found on the back or front of your card above the card number.

Returns and Exchanges

  • Return/Exchange Period: How long do I have to return or exchange an item? You can return or exchange items within 14 days of delivery. Contact customer service if needed.
  • Personalized Item Returns/Exchanges: Can personalized items be returned or exchanged? Personalized items can't be returned or exchanged unless there's a manufacturing defect or processing error by Demi.
  • Return/Exchange Process: How do I return or exchange an item? Request a return label from customer service if not received. Complete the return form, pack items securely, attach the label, and hand it to Swiss Post.
  • Return Address: Where do I send returns? Swiss customers can return online orders to Demi Mode Stancheva in Switzerland, Zurich, Moosstrasse 37, 8038.
  • Exchange Process: Can items be exchanged? Generally yes, request a return through customer service. Exchanges depend on item availability.
  • Acceptance of Used Goods: Do you accept used goods? Worn, used, altered, or damaged items won't be accepted. Keep plastic tags and labels intact.

Customer Account

  • Benefits of Creating an Account: Why create a demimode.ch account? Account benefits include accessing information across devices, creating and saving a wish list, managing addresses, viewing order history and tracking, and updating personal data.
  • Password Recovery: How do I reset my password if forgotten? Click "Forgot your password?" during login and follow the email instructions.
  • Account Settings Modification: How can I change account settings and password? Log in to your account to change your password or edit/delete saved addresses.
  • Wish List Creation: How do I create a wish list? Click the heart icon on favorite items online. Log in to view or edit your wish list.
  • Account Deletion: How do I delete my account? Contact customer service to delete your demimode.ch account.
  • Refund Timing: When will I receive my refund? Refunds are typically issued within 15 business days after returned items reach the warehouse.

Products and Service

  • Article Search: How do I find items on the website? Use the search box on the website or contact customer service for assistance.

Newsletter

  • Newsletter Benefits: What benefits does the Demi newsletter offer? Subscribe for insights.