Thank you for shopping at Demure. This Shipping Policy outlines the terms and conditions related to the shipment of your orders.

1. Processing Time

Orders are typically processed within 1-3 business days. Processing time may vary depending on product availability and order volume. You will receive a notification once your order has been processed and is ready for shipment.

2. Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout. We offer several shipping options, including standard and expedited shipping. Delivery estimates will be provided at checkout and may vary depending on your location and the shipping method selected.

3. Shipment Locations

Demure ships to most locations worldwide. However, some restrictions may apply based on local regulations and carrier limitations. Please ensure that your shipping address is accurate and complete to avoid delays or delivery issues.

4. Shipment Confirmation & Order Tracking

You will receive a shipment confirmation email with a tracking number once your order has been shipped. You can use the tracking number to monitor the progress of your shipment on the carrier’s website.

5. Customs, Duties, and Taxes

Demure is not responsible for any customs duties, taxes, or fees incurred on international shipments. These charges are the responsibility of the recipient and may be collected upon delivery. Please check with your local customs office for more information.

6. Damaged or Lost Shipments

If your order arrives damaged or is lost in transit, please contact us immediately at [Your Email Address]. We will work with the carrier to resolve the issue and arrange for a replacement or refund, as appropriate.

7. Address Changes

If you need to change your shipping address after placing an order, please contact us as soon as possible. We will do our best to accommodate your request, but we cannot guarantee that we will be able to make the change if the order has already been shipped.

8. Shipping Restrictions

Certain products may be subject to shipping restrictions based on local regulations or carrier policies. We will notify you if any restrictions apply to your order.

9. Contact Us

If you have any questions about our Shipping Policy, please contact us at:

ORDERS, SHIPPING & RETURNS POLICY

About This Policy

This policy explains how orders, shipping, delivery, cancellations, returns, exchanges, refunds, damaged or defective product claims, incorrect-item claims and non-delivery matters are handled for purchases made through Demureworld.com.

DEMURE WORLD TRADING FZ-LLC is the legal seller and Merchant of Record for purchases made through Demureworld.com. DEMURE MAISON is the consumer-facing brand.

This policy forms part of the website terms applicable to your purchase and should be read together with our Terms & Conditions, Payments & Private Orders, and Privacy, Cookies & Legal terms. Transaction-specific information shown on a product page, quotation, checkout or order confirmation may also apply.

Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded, restricted or waived.

2. Order Preparation and Fulfilment

Orders are normally payable in full before production or fulfilment release, unless DEMURE WORLD expressly agrees otherwise for a particular transaction.

Preparation time depends on stock status, product type, customisation, made-to-order requirements, quality control and destination. Ready-to-ship products may proceed to fulfilment after payment clearance and order verification. Made-to-order, customised, bespoke or Private Collection products may require additional production time.

Any preparation or delivery estimate expressly stated for a particular product or confirmed order applies to that transaction, subject to applicable law and circumstances outside our reasonable control.

3. Product Availability

Product display on the website does not guarantee continuing availability. Availability may depend on finished inventory, production capacity, materials, customisation requirements and successful order verification.

If an ordered product cannot reasonably be supplied, DEMURE WORLD may contact you with the lawful options available, which may include an alternative, revised timing or cancellation and refund where appropriate.

4. International Delivery Coverage

DEMURE MAISON intends to support international delivery. Countries, territories, carriers and service levels actually available depend on checkout configuration, carrier capability, import restrictions, product characteristics, address validation and operational availability.

We may be unable to deliver to certain destinations or addresses. Acceptance of an order remains subject to delivery feasibility and applicable legal or carrier restrictions.

5. Shipping Charges and Complimentary Shipping

Shipping charges, where applicable, will be shown through the website, checkout, quotation or order confirmation.

Where shipping is described as complimentary, the offer applies only to the shipping service expressly included. Complimentary shipping does not automatically mean that customs duties, import VAT, brokerage, clearance fees or other destination-country charges are included.

6. Customs, Duties and Destination Charges

International shipments may be subject to customs duties, import taxes, brokerage, clearance fees or other charges imposed by the destination country. Unless expressly stated otherwise for the order, these charges are separate from the product price and any complimentary-shipping offer.

Customers are responsible for providing information reasonably required for customs clearance and cooperating with lawful carrier or customs requirements. DEMURE WORLD will not knowingly misstate product value, origin or customs information.

7. Delivery Address and Contact Information

You are responsible for providing a complete and accurate delivery address, telephone number and any other information reasonably required for delivery. Please review these details carefully before completing an order.

Incorrect or incomplete information may cause delay, failed delivery or additional carrier charges. If you notice an error, contact Client Services promptly. We cannot guarantee that an address can be changed after fulfilment or dispatch has begun.

8. Tracking and Delivery Evidence

Where tracking is available, you may receive a tracking reference or delivery update. Tracking information is supplied by the relevant carrier and may not update in real time.

DEMURE WORLD may retain fulfilment, dispatch, tracking, attempted-delivery and delivery evidence for order administration, customer service, reconciliation, fraud prevention and payment-dispute purposes, subject to applicable data-protection requirements.

9. Delivery Estimates and Delays

Delivery estimates are estimates rather than guarantees unless expressly stated otherwise for a particular order.

Delays may arise from customs clearance, carrier disruption, severe weather, natural disasters, government restrictions, transport interruption, security events, cyber incidents, payment-network issues or other circumstances outside reasonable control.

Where a material delay becomes known, we will take reasonable steps to communicate the position and determine the appropriate next step under the order terms and applicable law.

10. Failed or Refused Delivery

If delivery fails because of an inaccurate or incomplete address, refusal, failure to provide required customs information, repeated absence or another customer-controlled circumstance, DEMURE WORLD may contact you to determine the appropriate next step.

Any re-delivery, return-to-sender, storage, customs or carrier cost arising from such circumstances will be handled according to the applicable order terms and law.

11. Non-Delivery, Lost or Materially Delayed Shipments

If you believe an order has not been delivered, contact Client Services promptly and provide the order reference and relevant details.

We may review the order and payment status, shipping date, carrier reference, tracking history, delivery scans, address supplied at checkout, proof of delivery or attempted delivery, customer and carrier communications, and customs or clearance status.

Where available evidence indicates that a shipment may be lost or materially delayed, we may investigate with the carrier and determine an appropriate lawful resolution, which may include replacement, reshipment or refund depending on the circumstances and product availability.

12. Delivery Shown as Completed

If carrier tracking shows an order as delivered but you cannot locate it, contact Client Services promptly. We may ask you to confirm the delivery address and check with household members, reception, building management or another authorised recipient where appropriate.

We may review carrier proof of delivery, delivery scans, photographs, signature or location information where lawfully available, together with the order and communications record, before determining the appropriate resolution.

13. Customer Cancellation Requests

If you wish to cancel an order, contact Client Services as soon as possible with the order reference. A cancellation request is not automatically effective until DEMURE WORLD confirms cancellation.

Where an order has not yet entered production, customisation or fulfilment release, we will assess the request under the applicable order terms and law.

14. Made-to-Order, Customised, Bespoke and Private Orders

Made-to-order, personalised, customised, bespoke and Private Collection products may involve committed sourcing, production, handwork or other costs. Cancellation, return or exchange rights may therefore differ from standard ready-to-ship products, subject always to mandatory consumer rights.

The product page, quotation, written specification or order confirmation may set out transaction-specific production, cancellation, alteration, return or remedy terms. Those terms should be read with our Payments & Private Orders page.

15. Orders Already Dispatched

Once an order has been dispatched, cancellation may no longer be operationally possible. Where applicable, you may instead need to follow the delivery, return or refund process described in this policy.

16. Cancellation or Decline by DEMURE WORLD

DEMURE WORLD may cancel or decline an order where permitted by law, including where payment is not authorised, a product is unavailable, an obvious pricing or product-description error has occurred, the delivery address cannot be validated, fraud or security concerns require review, or fulfilment is not reasonably possible.

If DEMURE WORLD cancels a paid order and a refund is due, the refund will be handled under the refund provisions below and applicable law.

17. General Return Principle

Return eligibility depends on the product, order type, condition, timing, transaction-specific terms and applicable law. Nothing in this policy removes a mandatory statutory right or remedy.

The applicable return period, where a voluntary return right is offered, will be stated on the live website, at checkout, on the order confirmation or in other transaction-specific terms. No unpublished return period should be assumed.

18. Standard Products That May Be Eligible for Return

Eligible standard products may generally be accepted for return where they are unused, unworn and in resalable condition, with original packaging, labels and accessories where applicable; are returned within the applicable stated return period; and follow any return-authorisation or return instructions provided by Client Services.

A return is not automatically accepted merely because a parcel has been sent back. Returned items may be inspected after receipt against the applicable policy, order terms and law.

19. Products That May Be Excluded or Subject to Special Return Terms

Made-to-order, personalised, customised or bespoke products may be excluded from voluntary change-of-mind returns, except where a mandatory legal right applies or the product is defective, incorrect or otherwise subject to a valid claim.

Products that have been altered, worn, washed, damaged, stained, perfumed, repaired or otherwise changed after delivery may be ineligible for a voluntary return. Items missing original tags, packaging or components may also be affected where those elements are reasonably necessary to assess condition.

Any other category treated as non-returnable will be clearly identified at or before purchase, subject to applicable law.

20. How to Request a Return

Contact Client Services using the verified contact channel published on Demureworld.com. Provide your order number, the item concerned and the reason for the requested return.

Do not send a return to an address unless DEMURE WORLD has provided or confirmed the applicable return instructions. The return destination may depend on the product, order and fulfilment location.

For high-value or international orders, reasonable identity, delivery, return-authorisation, inspection or fraud-prevention controls may apply consistently with applicable law.

21. Return Condition and Inspection

When a returned product is received, it may be inspected for identity, condition, use, alteration, damage, labels, packaging, accessories and conformity with the approved return request.

Inspection is used to determine the appropriate remedy under the order terms and applicable law. It will not be used to remove mandatory consumer rights.

22. Return Shipping

Responsibility for return shipping depends on the reason for return, the transaction-specific terms and applicable law.

Where a return results from a confirmed defect, incorrect item or another circumstance for which DEMURE WORLD is responsible, the appropriate return-shipping treatment and remedy will be determined in accordance with applicable law and the order terms.

For a voluntary return that is not caused by a DEMURE WORLD error or product defect, any customer responsibility for return shipping or other permitted charges will be communicated through the applicable website or transaction terms.

23. Exchanges

Exchanges may be offered where operationally available. Availability of a requested replacement, size, colour or product is not guaranteed.

Where an exchange cannot be completed, the appropriate refund or other lawful remedy may be offered. Bespoke, customised and made-to-order products may be subject to different exchange treatment.

24. Damaged, Defective or Incorrect Items

If an item arrives damaged, appears defective or is materially different from the item ordered, contact Client Services as soon as reasonably practicable after discovering the issue. Provide the order reference, item details and a clear description of the problem.

Depending on the issue, we may request reasonable evidence such as photographs or video showing the item, packaging, shipping label, product labels, visible damage, measurements or other relevant details. Please retain the item and packaging until the claim is resolved unless instructed otherwise.

If an incorrect item or confirmed defect or damage for which DEMURE WORLD is responsible is established, the appropriate remedy may include replacement, exchange, return, repair where appropriate, or refund, depending on the circumstances, availability, transaction terms and applicable law.

25. What May Not Constitute a Product Defect

A manufacturing or material defect is generally an issue that materially affects the product’s intended use or conformity with the order. Normal characteristics of handmade products or natural materials, ordinary wear and tear, misuse, improper care or damage caused after delivery are not automatically product defects.

Customers are responsible for following published product-care instructions and, where applicable, providing accurate measurements. A fit preference or measurement supplied incorrectly by the customer is not, by itself, evidence of a manufacturing defect.

26. High-Value Orders and Unboxing Evidence

For high-value, limited-production, made-to-order and Private Collection orders, we strongly recommend making a continuous unboxing video when the parcel is first opened. This can help establish the condition and contents of the parcel at delivery if a damage, missing-item, incorrect-item or tampering claim later arises.

Where practicable, begin recording before the outer parcel is opened and show the unopened packaging, its condition, the shipping label or order-identifying information, any security seals, the continuous opening of the parcel, the product as first removed, included accessories or components, and any visible damage, discrepancy or sign of tampering.

Please retain the original video without edits that materially alter the sequence, together with relevant photographs, packaging, labels and seals until you have inspected and accepted the order.

If a parcel appears damaged, opened, resealed or tampered with on arrival, photograph its condition before opening and, where practicable, record the complete unboxing process.

DEMURE WORLD may reasonably request the original video, photographs, packaging, shipping label or other evidence when investigating a claim. The absence of an unboxing video may limit the evidence available to verify what occurred, but it does not by itself exclude or restrict any mandatory consumer right or remedy.

27. Product Assessment and Supplier Involvement

DEMURE WORLD may inspect a product or request that it be returned for assessment. The outcome will be based on the order record, product specifications, available evidence, applicable policy and law.

Where a confirmed issue originated in production or fulfilment, DEMURE WORLD may investigate or seek recovery from the relevant manufacturer, supplier or logistics provider. This does not transfer your customer claim to that provider. DEMURE WORLD remains the customer-facing legal seller and Merchant of Record.

28. When a Refund May Arise

A refund may arise from an eligible cancellation, an accepted eligible return, a confirmed damaged, defective or incorrect item where refund is the appropriate remedy, an order that cannot be fulfilled and is cancelled by DEMURE WORLD, or another circumstance where reimbursement is required by law or agreed for the transaction.

29. Refund Method, Amount and Processing

Where technically and contractually available, approved refunds are normally returned through the original payment channel or to the original payment instrument. DEMURE WORLD will not ask customers to disclose full card numbers, PINs, passwords or card security credentials through ordinary email or messaging channels.

The refund amount depends on the approved remedy, original transaction and applicable law. Any permitted deduction, exclusion or non-refundable charge must be supported by the applicable policy or transaction terms and cannot override mandatory rights.

Before approving a refund, DEMURE WORLD may verify the order, original payment reference, return status, delivery evidence, product condition and reason for refund. Once approved, the refund is initiated through the applicable payment process.

The time for an approved refund to appear in your account may depend on the payment service provider, card network, bank or other payment provider. A processing delay after DEMURE WORLD has initiated the refund may therefore be outside DEMURE WORLD’s direct control.

30. Partial Refunds and Refund Records

Where a partial refund is appropriate, DEMURE WORLD will record the order reference, original payment reference, approved amount and reason. Partial refunds are handled consistently with the order terms and applicable law.

Refund records may include the order number, invoice reference, original payment reference, amount, reason or category, approval record and payment-provider refund reference where available.

31. Shipping Charges, Duties and Refunds

Whether original shipping charges, return shipping, customs duties, import taxes, brokerage or other destination charges are refundable depends on the reason for the return or cancellation, the transaction-specific terms, the relevant authority or service provider, and applicable law.

DEMURE WORLD cannot promise reimbursement of customs or tax amounts collected directly by a government authority or third party unless DEMURE WORLD is legally or contractually responsible for that reimbursement.

32. Promotions, Complimentary Items and Gifts

If a returned order included a promotional benefit, complimentary item or gift, the treatment of that benefit may depend on the conditions of the promotion and the portion of the order retained, subject to applicable law.

Any adjustment to a refund arising from a promotion must be consistent with the terms communicated with that promotion and mandatory consumer rights.

33. Chargebacks and Payment Disputes

Where an order, delivery, return or refund issue can reasonably be resolved through customer service, customers are encouraged to contact Client Services first.

If a payment dispute or chargeback is raised, DEMURE WORLD may provide the payment service provider, acquirer or card scheme with relevant transaction evidence, including order, invoice, payment, applicable policy, fulfilment, tracking, delivery, return and refund records.

A lawful complaint or genuine claim will not be treated as fraudulent merely because a customer has raised it.

34. Fraud, Abuse and Fair Use

DEMURE WORLD may review repeated, inconsistent or suspicious return, refund, non-delivery or product claims using relevant order, payment, fulfilment and delivery evidence.

We may take lawful and proportionate steps where there is reasonable evidence of fraud, deliberate misuse, manipulation or abuse of the returns or claims process. This provision does not restrict genuine complaints, lawful chargebacks or mandatory consumer remedies.

35. Complaints and Escalation

Complaints about products, orders, payments, delivery, returns, refunds or customer service should be submitted through the verified Client Services channel published on Demureworld.com with the order reference and a clear description of the issue.

We may review payment, fulfilment, shipment, product and communication records relevant to the complaint. Material safety, regulatory, privacy, payment-security, fraud, product-recall or legal issues may be escalated internally and, where required, to the relevant provider or authority.

36. Records and Privacy

DEMURE WORLD may retain order references, payment references, communications, photographs or videos voluntarily provided for a claim, carrier records, return and inspection records, refund information and resolution notes for legitimate customer-service, reconciliation, fraud-prevention, dispute and legal purposes, subject to applicable privacy and retention requirements.

Further information about personal-data handling is provided in our Privacy, Cookies & Legal page.

37. Mandatory Consumer Rights

This policy is intended to operate consistently with applicable UAE law and any mandatory consumer protections that apply to the transaction. Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded or restricted.

Where a mandatory legal rule provides a customer with a remedy that differs from a voluntary policy term, the mandatory legal rule applies to the extent required by law.

38. Changes to This Policy

We may update this policy for legal, operational, security or commercial reasons. The policy 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.

39. Contact and Seller Details

DEMURE WORLD TRADING FZ-LLC

Consumer brand: DEMURE MAISON

Registered office: [INSERT EXACT REGISTERED ADDRESS FROM CURRENT RAKEZ LICENCE]

Trade licence: [INSERT VERIFIED TRADE LICENCE DETAILS IF REQUIRED FOR PUBLICATION]

Website: Demureworld.com

Client Services / returns / claims: [INSERT VERIFIED CUSTOMER-SERVICE EMAIL / CONTACT CHANNEL]

Return address: Do not publish or use a return address until Client Services has issued or confirmed the applicable return instructions.