Find answers to common questions about our collections, orders, and policies.
We use high-quality fabrics like silk, cashmere, and fine wool to craft our exclusive pieces.
Contact our design team through the contact page to discuss your personalized fashion needs. For Ready to wear RTW you may go to checkout page and process the order. WE ship Globally. For international customers who are interested in Express shipping via DHL Express, please contact us.
Returns are accepted within 7 days of receipt with original tags and packaging.
Yes, we ship worldwide with secure and insured delivery options.
PAYMENTS & PRIVATE ORDERS
Payment, Billing, Bespoke, Made-to-Order & Private-Client Terms | Last updated: October 2026
1. Scope
These Payments & Private Orders terms apply to payments, billing and customer transactions made through Demureworld.com and to orders identified as customised, personalised, made-to-order, bespoke, Private Collection or private-client orders. They should be read together with our Terms & Conditions, Orders, Shipping & Returns, Privacy, Cookies & Legal terms, and any transaction-specific quotation, specification or order confirmation.
Where a transaction-specific written quotation or order confirmation contains additional or more specific terms for a private, bespoke or made-to-order order, those terms form part of the contract for that order, subject to applicable law and mandatory consumer rights.
2. Legal Seller and Merchant of Record
Purchases through Demureworld.com are made from DEMURE WORLD TRADING FZ-LLC, Ras Al Khaimah, United Arab Emirates, the legal seller and Merchant of Record. DEMURE MAISON is the consumer-facing brand.
Manufacturers, sourcing partners, artisans, logistics providers, fulfilment providers and other value-chain service providers do not become the legal seller or Merchant of Record merely because they manufacture, source, embellish, package or deliver a product.
Registered office: [INSERT EXACT REGISTERED ADDRESS FROM CURRENT RAKEZ LICENCE]
Trade licence details: [INSERT VERIFIED TRADE LICENCE DETAILS IF REQUIRED FOR PUBLICATION]
3. Payment Due
Unless a transaction-specific arrangement expressly states otherwise, customer orders are payable in full before production or fulfilment release.
For private-client, bespoke or made-to-order transactions, the applicable quotation or order confirmation may state a different payment structure where DEMURE WORLD has expressly approved it. No alternative payment schedule applies unless it is confirmed in writing as part of the relevant order.
4. Available Payment Methods
The payment methods actually available to a customer are those displayed at checkout or expressly provided through an approved secure payment channel for an assisted order. No payment method is represented as available until it has been activated and verified in the live payment environment.
Payment availability may vary by country, currency, transaction value, payment provider, customer authentication requirements and other legitimate operational or regulatory factors.
5. Secure Payment Channels
Customers should use only the payment methods presented at checkout or an approved secure payment link or other payment channel expressly issued by DEMURE WORLD for the relevant order.
Customers should not send full card details, CVV/security codes, online banking credentials, passwords, one-time passwords or other sensitive payment credentials by ordinary email, WhatsApp, social messaging or other unsecured communication channels.
Where payment is processed through an approved payment service provider, acquirer, bank or payment network, payment credentials may be handled within that provider’s secure environment in accordance with its processing architecture and applicable requirements.
6. Payment Authorization and Verification
Submitting payment information authorizes the applicable payment provider to process the transaction. Payment and order acceptance may remain subject to payment authorization, customer authentication, fraud and security checks, stock or production availability, address verification and other legitimate operational controls.
We may request reasonable additional information where required to verify an order, payment, billing identity, delivery information or suspected security issue. Such verification is intended to protect customers, DEMURE WORLD and the integrity of the transaction.
A payment authorization, pending bank entry or payment-provider notification does not by itself guarantee that an order has been accepted or that funds have finally settled.
7. Payment Failure, Reversal or Expiry
If a payment is declined, reversed, cancelled, expires, fails authentication or otherwise fails to settle, DEMURE WORLD may place the order on hold or cancel it, subject to applicable law.
Where appropriate, the customer may be invited to retry payment or use another approved payment method. Production or fulfilment may remain on hold until the required payment has cleared.
8. Currency and Foreign-Exchange Charges
The amount presented at checkout or in the applicable private-order quotation is the amount DEMURE WORLD requests in the stated transaction currency.
A card issuer, bank, wallet provider or payment service provider may apply its own foreign-exchange rate, conversion margin, cross-border charge or other fee. Such third-party charges are not controlled by DEMURE WORLD unless expressly stated otherwise.
9. Customer-Facing Payment Fees and Charges
Any fee or charge imposed by DEMURE WORLD on the customer in connection with a payment must be disclosed as required before the customer completes the transaction.
Internal payment-provider fees, reserves, settlement periods, chargeback fees or commercial arrangements between DEMURE WORLD and its providers are not customer charges unless expressly presented as such and lawfully disclosed.
10. Billing Information
Customers must provide accurate billing and contact information. Where billing information is required for payment authorization, invoicing, fraud prevention, tax or compliance purposes, inaccurate or incomplete information may delay or prevent processing.
DEMURE WORLD may maintain order numbers, invoice references, transaction identifiers, payment status, refund references and related reconciliation records in accordance with applicable requirements.
11. Invoices, Receipts and Credit Notes
Customers may receive an order confirmation, invoice, receipt, tax invoice where legally applicable, credit note or other transaction document according to the order and DEMURE WORLD’s applicable tax status.
Digital invoices and receipts should identify the legal seller and contain the transaction details required for the relevant transaction.
A VAT rate, tax registration number or ‘Tax Invoice’ designation will be used only where it accurately reflects DEMURE WORLD’s verified registration and legal treatment at the time of supply.
12. Refunds and Original Payment Channel
Approved refunds are governed by our Orders, Shipping & Returns terms. Where technically and contractually available, an approved refund will be returned through the original payment channel or payment instrument.
Refund processing by DEMURE WORLD and the time taken for the refunded amount to appear in the customer’s account are separate stages. Banks, card issuers and payment providers may require additional processing time after a refund has been initiated.
Refund records may include the original order, payment reference, refund amount, reason and payment-provider reference for reconciliation and dispute handling.
13. Payment Disputes and Chargebacks
If a customer believes a payment is incorrect or an order issue remains unresolved, the customer is encouraged to contact Client Services so that the transaction can be investigated.
If a chargeback or payment dispute is initiated, DEMURE WORLD may provide the relevant payment provider, acquirer, bank or card scheme with transaction evidence reasonably required to assess the dispute. This may include order information, invoice or receipt information, applicable terms, product information, customer communications, payment records, fulfilment records, tracking, delivery evidence, return records and refund records.
Nothing in this section restricts mandatory legal rights or the applicable rules of the relevant payment provider or payment scheme.
14. Private-Client and Assisted Orders
A private-client or assisted order may be initiated through Client Services, concierge communication, a private appointment, trunk show or another approved DEMURE MAISON sales channel.
The order should be documented through a written quotation, private order confirmation, invoice or other transaction record sufficient to identify the customer, product, specifications where applicable, price, payment status and relevant timing.
An assisted order remains a sale by DEMURE WORLD TRADING FZ-LLC. The use of a concierge, stylist, client adviser, manufacturer or other service provider does not change the identity of the legal seller.
Payment for an assisted order should be completed only through a payment method or secure payment channel approved by DEMURE WORLD.
15. Bespoke, Made-to-Order and Private Collection Orders
These terms apply where a product or order is identified as made-to-order, customised, personalised, bespoke, Private Collection or private-client through Demureworld.com, a written quotation or an order confirmation.
Such orders may involve customer measurements, sizing preferences, fabric selection, colour, embroidery, initials, embellishment, finishing, styling or other agreed specifications.
Because these orders may involve dedicated sourcing, handwork, production allocation or customer-specific specifications, their production, cancellation, modification, return and refund treatment may differ from standard ready-to-wear orders, subject always to applicable law and mandatory consumer rights.
16. Written Order Confirmation
A bespoke or made-to-order order should be confirmed in writing with sufficient detail to identify the product, agreed specifications, price, customer requirements, payment status and any agreed timing.
Customers should review the written quotation, specification and order confirmation carefully before approving the order. If information appears incorrect or incomplete, the customer should notify Client Services before production begins.
17. Customer Measurements and Specifications
Where customer measurements, sizing, colour, embroidery, initials, fabric selection or other specifications are requested, the customer is responsible for supplying accurate information and reviewing the confirmed specifications.
Customers should follow any measurement guidance supplied by DEMURE MAISON. Where measurements are taken by a third party or supplied remotely, the customer remains responsible for confirming the submitted information unless DEMURE WORLD expressly agrees otherwise in writing.
A fit preference or inaccurate customer measurement is not, by itself, evidence of a manufacturing defect.
18. Customisation Fees
Where applicable, a customisation fee may be charged. The amount applicable to a particular order must be shown in the product information, quotation or order confirmation before the customer commits to the order.
No customisation fee is represented as universally applicable unless it has been published for the relevant product or service.
19. Production Start
Production may begin after payment clearance and confirmation of the required specifications. Depending on the order, sourcing, fabric reservation, pattern work, embroidery, handwork or other production commitments may begin once the order is confirmed.
Once production or sourcing commitments have been made, cancellation or modification may be limited by the transaction terms and applicable law.
20. Changes After Confirmation
Requests to change measurements, fabric, colour, embroidery, initials, embellishment or other specifications after confirmation are subject to feasibility, production status and any additional cost.
DEMURE WORLD will confirm whether a requested change can be accepted. A requested change is not effective merely because it has been sent to Client Services.
Where a change is accepted, the revised specification, price or timing should be confirmed in writing where material.
21. Major Redesign and Additional Bespoke Work
Standard measurement customisation does not automatically include major redesign, new pattern development, material substitution, additional embellishment or other substantial bespoke work.
Where such work is requested and accepted, it may require a separate quotation, revised specification, additional payment and revised production timeline.
22. Fit, Tolerance and Customer Preference
Made-to-order garments are produced using the agreed measurements and specifications. Reasonable garment construction tolerances, ease, drape and design characteristics may affect the final fit.
A customer’s change in fit preference after confirmation does not automatically mean that a garment is defective. Where there is a genuine manufacturing error, incorrect specification execution or other defect, the claim will be assessed under our Orders, Shipping & Returns terms and applicable law.
23. Handmade and Natural Material Characteristics
Handmade production, embroidery, artisanal techniques and natural or speciality materials may involve minor variations in texture, weave, colour, motif, embroidery, embellishment or finish.
Such characteristics are not automatically defects where they are consistent with the product description, approved reference and reasonable expectations for the relevant material or artisanal process.
This does not exclude claims for genuine defects, material non-conformity or workmanship issues.
24. Fabrics, Embellishments and Material Availability
Where a private or bespoke order depends on a specific fabric, trim, embroidery, embellishment or other material, acceptance may remain subject to availability and confirmation.
DEMURE WORLD will not substitute a material or materially alter an agreed customer specification without appropriate confirmation where the change is material to the order.
If an agreed material becomes unavailable before production and a suitable solution cannot be agreed, DEMURE WORLD will determine the appropriate order resolution in accordance with the transaction terms and applicable law.
25. Production and Delivery Timing
Any production or delivery timing given for a bespoke, Private Collection or made-to-order product is an estimate unless expressly confirmed otherwise in writing.
Timing may be affected by customer approval, measurement completion, material availability, handwork, production complexity, quality control, customs, logistics or events outside reasonable control.
Where a material delay occurs, Client Services will communicate the available information and any appropriate options in accordance with applicable law and the relevant order.
26. Cancellation of Private and Made-to-Order Orders
Cancellation rights for bespoke, personalised, customised and made-to-order products may be different from standard ready-to-wear products because production or sourcing may be undertaken specifically for the customer.
The applicable cancellation position should be disclosed through the quotation, order confirmation or our Orders, Shipping & Returns terms. Any restriction is subject to mandatory consumer rights and cannot exclude a remedy that the law requires.
If cancellation is requested after production, sourcing, pattern development, embroidery, personalisation or other customer-specific work has begun, DEMURE WORLD will assess the request by reference to the order status, documented commitments, applicable terms and law.
27. Returns and Exchanges for Customised Orders
Bespoke, personalised and made-to-order products may be subject to special return and exchange conditions, subject always to mandatory legal rights.
A product produced correctly to approved customer specifications may not qualify for the same voluntary change-of-mind return treatment as a standard ready-to-wear product. This does not affect rights relating to genuine defects, incorrect goods, non-conformity or other mandatory remedies.
The detailed process for returns, exchanges and claims is set out in our Orders, Shipping & Returns terms.
28. Alterations and Remedial Work
Where an issue with a made-to-order or bespoke garment can reasonably be addressed through alteration, correction or remedial work, DEMURE WORLD may discuss that option with the customer as part of the resolution process.
The appropriate remedy depends on the nature of the issue, the order specifications, applicable law and practical feasibility. Nothing in this section permits DEMURE WORLD to replace a mandatory legal remedy with a lesser remedy where the customer is legally entitled to something else.
29. High-Value Order Verification
For high-value, Private Collection, bespoke or otherwise sensitive transactions, DEMURE WORLD may apply enhanced order, identity, payment, address or delivery verification where reasonably required for fraud prevention, security, payment-provider requirements or legal compliance.
Verification may delay acceptance or fulfilment while the relevant information is reviewed. Customers should provide requested information only through an appropriate verified channel.
30. High-Value Delivery and Evidence
High-value orders may use enhanced delivery controls where operationally available, including tracked delivery, signature requirements, delivery confirmation, parcel-weight records, security packaging or other reasonable safeguards.
Customers are strongly encouraged to retain the original packaging and shipping label until the product has been inspected and accepted.
For Private Collection, bespoke, made-to-order and other high-value orders, customers are strongly encouraged to make a continuous unboxing video beginning before the parcel is opened and showing the unopened packaging, shipping label, seals, opening process, product as first removed and any immediately visible issue. The absence of a video does not remove mandatory consumer rights, but contemporaneous evidence may assist in investigating a disputed delivery, damage, missing item or product-condition claim.
31. Promotions and Private-Client Commercial Terms
Private-client, bespoke and made-to-order customers may receive individually quoted commercial terms, complimentary benefits or promotional arrangements. Such terms may be documented in a quotation, order confirmation or private-client communication and may differ from general website promotions.
General promotional codes or offers do not automatically apply to bespoke, Private Collection, customised or private-client orders unless the relevant offer expressly permits them.
Where a discount applies, any refund will normally be determined by reference to the amount actually paid and the applicable order and promotion terms, subject to applicable law.
32. Gift Orders and Third-Party Recipients
Where a customer purchases an item as a gift for another person, the purchaser remains responsible for providing accurate order, delivery and recipient information.
A gift recipient’s ability to request an exchange, return or other service may require verification of the original order and will be handled under the applicable Orders, Shipping & Returns terms and mandatory law.
Gift wrapping, personal messages or other gift-related services are available only where offered for the relevant order.
33. Order Records and Communications
DEMURE WORLD may retain records relevant to the customer transaction, including quotations, order confirmations, specifications, measurements, approvals, invoices, payment references, production status, customer communications, fulfilment records, delivery evidence, returns, refunds and disputes, in accordance with applicable requirements.
Customers should retain their order confirmation, quotation and material communications relating to a private or bespoke order.
34. Fraud, Abuse and Misuse
DEMURE WORLD may investigate reasonable indications of payment fraud, identity misuse, false claims, manipulated evidence, promotional abuse or other misuse of the transaction process.
Any action taken will be proportionate to the circumstances and consistent with applicable law. A genuine complaint, return request, refund request or payment dispute is not treated as fraud merely because it has been raised.
35. Privacy and Payment Data
Personal information used for payment, order verification, private-client service, measurements, fulfilment, fraud prevention, customer support and dispute handling is processed in accordance with our Privacy, Cookies & Legal terms.
Sensitive payment credentials should not be submitted through ordinary customer-service communications. Where a third-party payment provider processes payment credentials, its privacy and security practices may also apply.
36. Customer Support for Payment and Private Orders
Questions concerning billing, payment, private orders, bespoke specifications, made-to-order production or transaction documents should be raised through the verified Client Services contact channel published on Demureworld.com.
Payment or specification changes should not be treated as accepted until DEMURE WORLD confirms them where confirmation is required.
37. Mandatory Consumer Rights
Nothing in these terms is intended to exclude, restrict or waive a consumer right, payment protection, statutory remedy or other protection that cannot lawfully be excluded, restricted or waived.
The treatment of an individual order may depend on applicable UAE law, any mandatory law applicable to the transaction and the circumstances of the order.
38. Relationship With Other Website Terms
These Payments & Private Orders terms form part of the Demureworld.com customer terms and operate together with our Terms & Conditions, Orders, Shipping & Returns, Privacy, Cookies & Legal terms and any product-specific or transaction-specific terms presented before purchase.
Where a specific written quotation or order confirmation expressly addresses a matter differently, that transaction-specific term applies to that matter to the extent legally permitted and subject to mandatory law.
39. Changes to These Terms
We may update these terms from time to time for legal, operational, security or commercial reasons. The version applicable to an order is the version presented or otherwise made applicable to that order at the time of purchase, subject to mandatory law.
Material updates will be published with an updated effective date.
40. Contact and Seller Details
DEMURE WORLD TRADING FZ-LLC
Consumer brand: DEMURE MAISON
At Demure, we understand that sometimes a purchase isn’t quite right. That’s why we’ve created a straightforward returns and refunds process, ensuring your complete satisfaction with every luxury piece you acquire. Shop with confidence, knowing we’re here to assist you every step of the way.
RETURNS:
How to Return an Item in Indonesia:
At Demure and Co, we strive to ensure that our customers are completely satisfied with their purchases. However, we understand that there may be times when a product does not meet your expectations. Therefore, we offer an easy and straightforward return process for all items, with the exception of sale items, which are considered final sale. If you need to return an item, simply reach out to us by sending an email to info@demureworld.com within 7 days of receiving your order.
Our dedicated Customer Care representatives will promptly assist you by arranging the collection of the item(s) that you wish to return. Once we receive your returned item(s), we will notify you via email as soon as possible. Please keep in mind that refunds will only be processed once we have completed the Return Process, and the item(s) returned have been inspected and approved for refund. Please note that all refunds will be issued in the form of coupon codes, which will be valid for a period of 7 days. It is important to mention that shipping costs are not refundable, with the exception of instances where you have received faulty items. We deduct the shipping costs to cover our collection service when processing your return.
International Returns:
Just like domestic returns, all items purchased internationally can be returned, except for sale items which remain non-refundable and non-exchangeable. To initiate a return for an international order, simply send an email to info@demureworld.com within 7 days of receiving your order.
Our Customer Care representatives will coordinate with DHL or FedEx to arrange a convenient collection from your location. Following this, you will receive a DHL booking reference that you must print and present to the DHL representative during the collection process. As with domestic returns, we aim to process refunds efficiently. You will receive an email confirming the receipt of your returned item(s).
Refunds will only be processed after completing the Return Process and receiving approval for the item(s) returned. Please be aware that all refunds will be issued as coupon codes, valid for 6 months. Shipping costs will not be included in the refund amount, except for faulty items, as these costs are deducted to cover our collection service. In the case of international order refunds, please note that PayPal fees will be excluded from the refunded amount.
Additionally, in the unlikely situation where goods are damaged in transit to the customer, we will reimburse the customer for any shipping costs incurred.
Exchanges in Detail:
We also offer exchanges for our items, allowing customers to change their order for a different size or color. This is applicable to all items, excluding sale items which are considered final sale. To exchange an item, you simply need to contact Customer Care within 30 days of receiving your order.
How to Exchange an Item in Indonesia:
If you wish to exchange an item you ordered in Indonesia, please send us an email at indo@demureworld.com, clearly requesting an exchange. We will arrange for a free collection of the item you wish to return, as well as the delivery of the replacement exchange item.
International Exchanges:
For customers outside of Indonesia looking to make an exchange, please send an email to info@demureworld.com requesting an exchange. Be sure to provide all the required product information regarding the item you wish to exchange within the email. The same returns procedures will apply to international exchanges. We will process your new order and ensure that you receive all relevant documentation with the new shipment.
Our Customer Care representative will keep you updated via email as soon as your item(s) have been received, confirming that your return is in process and that your exchange is being shipped. Please note that all product exchanges are subject to applicable shipping and customs duties.
Experience bespoke fashion consultations tailored for you.
Find answers to common questions about our collections, orders, and policies.
We use high-quality fabrics like silk, cashmere, and fine wool to craft our exclusive pieces.
Contact our design team through the contact page to discuss your personalized fashion needs. For Ready to wear RTW you may go to checkout page and process the order. WE ship Globally. For international customers who are interested in Express shipping via DHL Express, please contact us.
Returns are accepted within 7 days of receipt with original tags and packaging.
Yes, we ship worldwide with secure and insured delivery options.
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