Returns, Exchanges & Refunds
RETURNS, EXCHANGES AND REFUND
Once you receive your package, please open and check items to make sure that the items are as ordered and to your satisfaction. Make sure to try on garments as soon as package is received. When trying on items make sure that you do not soil or damage the items and do not remove any tags. Do not alter, wash, iron or dry clean any items before returning.
If you are not completely satisfied with your items and would like to return or exchange, please contact Customer Service at customer_service @de-mway.com or phone: 1-786-558-1240 and we will provide instructions for return. Please note that the return shipping fee will not be refunded. Also if you are shipping an item valued over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2 to 5 days.
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30 Days Return Warranty
The returns from our customers are acceptable within 30 days after receipt of the package. When we confirm the arrival of the package you returned, we will refund you the payment, as applicable.
Please consult customer service about the information we need before sending back the package and ship the package to the address provided by the after sales staff. Customers are responsible for paying the shipping fee for the package return.
Return Shipping Cost
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be included in the refund. Also if you are shipping items valued over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item
Please note that De-M-Way will pay cost of return shipping for orders that were fulfilled incorrectly. The cost of return shipping will not be included in refund.
Refund for Orders Not Fulfilled Correctly
If you receive the wrong items (that is, not the items ordered), this can be dealt with in 2 ways: you can return the item for a full refund or you can return the item and we will correct the error.
For orders completed incorrectly De-M-Way will pay/refund the cost of return shipping but Customer must use the shipping method and return address as instructed by Customer Service. Please make sure that the items are unused. Contact our Customer Service at customer_service @de-mway.com or tel 1-786-558-1240 and we will provide instructions for return.
Once the return is received, inspected and found to be in order, a refund will be applied to Customer’s credit card or original method of payment (if that is the option requested by Customer).
To expedite refund, the customer may provide all relevant tracking information including:
- Order No.
- Item No.
- Photo of the shipping label on the package that you received from us
- Photo of the products you are returning (optional)
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Wrong Items received
Click here to read section - “Refund for Orders Not Fulfilled Correctly”
Faulty or damaged items
We will offer full refund for any items that are received damaged due to our fault. Damage caused through the fault of a third party or the customer’s fault will not be eligible for refund.
All returned items must be in brand new condition, unused, and with original tags and packaging.
There are certain situations where only partial refunds are granted.
We may at our discretion, offer a partial refund on:
- any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 15 days after delivery.
No Refund/ No Return/ No Exchange Items:
The following items will not be accepted for refund, return or exchange
- Intimates (for example, panties, bras)
Late or Missing Refund
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customer_service @de-mway.com or tel 1-786-558-1240.
Process for Returns
We apologize for the inconvenience if you received an item that is not what you ordered or is not the same as the picture of the item in our online store. If this has happened, please contact our Customer Service at customer_service @de-mway.com or tel 1-786-558-1240. You can send photos of the item that you received in order to expedite the process.