Ordering by email or Instagram
Orders and custom requests are handled personally through thedemclothes@gmail.com or Instagram @thedemclothes. There is no automated checkout on this website. The gallery includes past and sold pieces, so please confirm availability before ordering.
An enquiry is not an order. Before you commit, we will provide a written order summary covering the piece or agreed design, condition, measurements, total price and currency, delivery charges, payment arrangements, production and delivery timing, and applicable cancellation and return terms. The legal seller’s identity, business address and registration details will be provided before you are asked to accept or pay.
Your order is accepted when we confirm it in writing after you have expressly agreed to the order summary and these terms. Any payment deadline or deposit condition will be stated in that summary. We will send the agreed details and a copy of the applicable terms by email so you can keep them. Changes require written agreement.
Prices, payment & reservations
Only use the payment instructions provided with your written order confirmation. Payment methods, any deposit, the balance and due dates are agreed before you commit; this website does not collect card details.
An enquiry alone does not reserve a piece or a production slot. Any reservation period and conditions will be stated in writing. We do not start work or dispatch a piece until the payment required for that stage has been received.
We will not change an accepted price or charge for additional work without your agreement. Deposits are credited towards the agreed price and are not automatically forfeited if a problem or cancellation occurs.
Ready-made pieces must be paid in full before dispatch. Custom commissions require a 50% advance payment before work starts and the remaining 50% before dispatch. Each payment is part of the total agreed price.
Payment can be arranged through Revolut or the service referred to as Cosmo, subject to availability. The exact provider, recipient, currency, amounts and any disclosed charges will be confirmed in writing before payment. Never send payment to details supplied by an unverified account.
Custom designs, approvals & changes
Before work starts, we agree on the garment, artwork, placement, colours, measurements, materials, included design revisions and any relevant deadline. Please review these details carefully and approve them in writing.
Free sketches, samples or unlimited revisions are not included unless expressly agreed. Requests outside the agreed scope may affect price and timing. We will quote and obtain your approval before carrying out additional chargeable work.
Hand-painted work cannot always match a digital concept exactly, but it must remain consistent with the agreed specifications. Silence is never treated as design approval. Do not send us your own garment without first agreeing the work, its condition and the shipping arrangements.
Two rounds of revisions to the proposed design are included before final written design approval and before painting begins. A round means one consolidated set of requested changes within the original brief. A new concept, a different garment or changes after approval are outside those included rounds; feasibility, additional price and revised timing must be agreed before extra work starts. Correcting our failure to follow the agreed specifications does not use up your included revision rounds.
Customer-supplied garments are accepted only after we review clear photographs, the fabric/care label, condition and proposed work. Acceptance remains subject to inspection on arrival. Please disclose existing wear, stains, repairs and previous treatments. We record the condition and agree on any material risks before proceeding. Painting and reworking permanently alter the garment; results depend on the material and agreed technique.
Do not send a garment until we confirm the receiving address and shipping arrangements. If inspection shows that the work is unsuitable, we will discuss alternatives or return of the garment and settle any payments and agreed costs fairly under applicable law. We do not exclude responsibility for damage caused by our own failure to exercise required care.
Communication & ghosting — 5 calendar days
When your measurements, approval, delivery details or another essential response are needed to proceed, please reply within 5 calendar days, including weekends and public holidays. The period begins on the day after our request is sent through your agreed contact channel. We will state the deadline and send one reminder before it expires.
If you need longer, contact us before the deadline to agree an extension. Repeated follow-ups are not provided.
After 5 calendar days without a response, an unconfirmed, unpaid enquiry may be closed and any provisional slot released. For a confirmed order, only work or dispatch that genuinely depends on your missing response may be paused. We will notify you of the pause and explain the effect on the schedule.
When you return, we will propose a revised schedule based on the work remaining and reasonable availability. Any delay must relate to the missed response and resulting rescheduling; this is not permission for an indefinite delay.
Non-response does not automatically cancel a paid order, forfeit money or authorise extra charges. If continuing becomes impracticable, we will first send a separate written notice and a reasonable final response deadline before proposing cancellation and an itemised settlement consistent with applicable law. This rule does not shorten withdrawal, complaint or legal guarantee periods.
Delivery, tracking & customs
Pieces ship from Romania. The destination, shipping service, cost and expected dispatch and delivery dates are confirmed before ordering. Production time is separate from transit time. Tell us about any essential delivery date before we accept the order.
We use tracked shipping and provide tracking after dispatch. Please provide a complete delivery address and tell us promptly about any error. Address changes must be confirmed before dispatch.
International customs processing can affect delivery estimates. Unless included in the agreed price or collected in advance, destination-country import duties, taxes and clearance fees are payable by the buyer. We will explain known charges or that additional charges may apply before you commit.
If a parcel is delayed or missing, contact us so we can investigate with the carrier. Delay alone does not establish loss. Carrier or insurance investigations do not remove our delivery obligations or postpone a remedy beyond applicable legal limits. Where mandatory consumer law places transit risk on us until delivery, we retain that responsibility.
Refused, unclaimed or undeliverable parcels
Please accept or collect your parcel and cooperate with lawful customs requirements. If delivery fails because of an incorrect address you supplied, non-collection or refusal, contact us promptly.
Refusing delivery is not a substitute for notifying us of withdrawal. Any reshipment cost or deduction for a failed delivery must reflect actual, reasonable costs attributable to that failure, be explained to you and be permitted by law. There is no automatic forfeiture of the order value. We bear costs caused by our own error.
Ready-made pieces & change-of-mind returns
A ready-made one-of-one or handmade garment is not automatically a personalised product. For eligible EU/EEA and UK consumer purchases, you can generally withdraw without giving a reason by notifying us within 14 calendar days after you or your nominated recipient receives the goods. Any longer or additional mandatory rights remain available.
Email thedemclothes@gmail.com with a clear statement that you wish to withdraw and enough information to identify the order. You may use the model notice below, but it is not compulsory. A clear message through the agreed ordering channel is also accepted. Your withdrawal does not require our discretionary approval.
For eligible withdrawals, send the goods back no later than 14 calendar days after notifying us, unless a different mandatory period applies. We will provide the return details; the return address is also supplied with your order information. Contact us promptly if you need those details, rather than allowing the deadline to pass.
You arrange and pay the direct return shipping cost for a change-of-mind return, provided we informed you before purchase. We do not supply prepaid change-of-mind return labels. This does not apply where we must pay under consumer law. Outside statutory rights, voluntary change-of-mind returns are not offered.
Returning a piece
Pack the piece securely and include the order reference and any certificates, tags or accessories supplied. Use tracked shipping and keep proof of posting; insurance for its value is recommended. These precautions do not create additional conditions for exercising a statutory withdrawal right.
You may inspect and try on the garment as you reasonably would in a shop. Please do not wash, alter or wear it beyond reasonable fitting. Where lawful, we may deduct an evidenced reduction in value caused by handling beyond what was necessary to assess the garment. Missing packaging or tags does not automatically extinguish a statutory return right.
For international returns, use truthful customs information and mark the parcel as returned goods where applicable. Never declare it as a gift or use a false value.
Our dispatch and returns address is the same operational address and is different from the registered office. The applicable return address will be provided in your written order information before you commit. Please use that address, not the registered office, and contact us if you need it repeated. Asking for return instructions does not require discretionary permission to exercise a statutory withdrawal right.
Refunds
For an eligible statutory withdrawal, we refund amounts due within 14 calendar days of receiving your withdrawal notice. Where the law permits, we may withhold reimbursement until we receive the goods or you supply evidence of sending them back, whichever occurs first.
The refund includes the original least expensive standard delivery charge where required. The extra cost of an express or premium option you selected is not refunded for a change-of-mind withdrawal unless legally required. Return postage is normally your cost as explained above.
Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Bank or provider processing times may affect when the credit appears. Refunds for faulty goods and other legally required remedies follow the applicable rules.
Personalised items & cancellation
Goods made to your specifications or clearly personalised for you may be excluded from the statutory change-of-mind withdrawal right, to the extent permitted by law. We identify this before you order. Examples include your requested artwork, wording or individually specified alterations.
Simply making a standard item after receiving an order does not automatically make it exempt. Being handmade or one-of-one alone does not remove withdrawal rights.
For genuinely personalised goods where the exemption applies, we do not offer voluntary change-of-mind cancellation or returns. You can still contact us about an exceptional cancellation request; any agreed settlement must be lawful and reflect the circumstances, without automatic loss of every payment.
For eligible non-personalised purchases, dispatch does not remove your statutory withdrawal right. If a parcel has already shipped, we may be unable to intercept it, and the return procedure applies. No cancellation provision limits rights relating to non-delivery, faults or misdescription.
Exchanges
Voluntary exchanges for a different size, colour or design are not offered. Most pieces are one-of-one and an identical replacement may not exist. This does not exclude a replacement or another remedy that consumer law requires for faulty or non-conforming goods.
Faulty, damaged or incorrect items
Contact thedemclothes@gmail.com with your order reference and a description of the problem. Where possible, include photographs of the item, affected area, packaging and shipping label. Reporting visible transit damage within 48 hours helps with carrier claims, but is not a deadline that removes your legal rights.
We will assess the issue and arrange the appropriate legal remedy. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund. We do not promise an identical recreated artwork where that is impossible, but uniqueness does not remove our responsibility for conformity.
EU consumers generally benefit from a minimum two-year legal guarantee for non-conformity present at delivery. Applicable national rules and any longer mandatory rights take precedence. Handmade or upcycled status is not a blanket exclusion.
Please contact us for return instructions before sending a faulty item, so we can arrange an appropriate method. Where we are responsible, the necessary return and remedy costs are ours. The process must remain free of charge where legally required, within applicable time limits and without significant inconvenience.
Handmade characteristics, condition & fit
Brush strokes, paint texture, deliberate distressing, asymmetry and visible hand-finishing are part of some pieces. Vintage or upcycled garments may have existing wear. These characteristics must be consistent with the photographs, description and specifications agreed before purchase; this clause does not excuse undisclosed damage or a genuine fault.
Please review the actual measurements rather than relying only on the size label. A garment that does not fit your personal preference is normally a change-of-mind issue; a material discrepancy from the agreed measurements is assessed as a possible non-conformity.
Care & normal wear
Follow the instructions supplied for your particular piece. Damage caused by unsuitable washing or drying, bleach, direct ironing on artwork, subsequent alterations, accidental damage or excessive abrasion is not covered as a manufacturing fault. Normal wear and ageing are distinct from non-conformity.
We will assess the actual cause of a problem; a care instruction does not remove mandatory rights or excuse a defect present at delivery.
Images & original content
Actual product and close-up photographs, measurements and the agreed description identify the piece being sold. Any digitally created or edited lifestyle imagery is illustrative, not a guarantee of exact fit. Screen and lighting differences can affect colour, but do not excuse material misdescription.
Rights in original designs, text and photographs remain with their respective rights holders. Purchasing a garment does not itself transfer reproduction rights. Any use beyond what the law permits requires the relevant rights holder’s permission. We do not claim ownership of third-party intellectual property.
Independent Art & Cultural References
The Dem Clothes creates independently hand-painted and reworked garments. Some pieces explore references from music, film, fashion and popular culture through Dem’s personal artistic approach.
Unless explicitly stated as an official collaboration, these pieces are not sponsored, endorsed or approved by the brands, artists or other rights holders referenced. Any alterations and added artwork are independently carried out by The Dem Clothes.
We claim ownership only of our own original contributions, not of third-party names, trademarks, characters or imagery.
Rights holders with a concern about a specific piece can contact thedemclothes@gmail.com, identifying the work and the rights concerned, so we can review the matter.
Complaints & mandatory rights
For order questions, withdrawals or complaints, email thedemclothes@gmail.com. Include the order reference and the outcome you are requesting so we can address the issue efficiently.
These terms apply to direct orders agreed by email or Instagram. The version provided with your order applies to that order. Later website changes do not retroactively alter an existing agreement.
Nothing here removes mandatory consumer rights, restricts access to competent courts or prevents you from contacting a consumer protection authority or an available alternative dispute resolution service. If a clause cannot lawfully apply, mandatory law takes precedence.
We may photograph original pieces and the making process for our portfolio without identifying the customer. We ask for separate, optional permission before using your name, face, messages or personal story for promotion. Private or identifying details in a design will not be published without your permission. Refusing promotional permission does not affect your order. For a gift or confidential commission, tell us before work starts so we can agree to keep the piece private until delivery or another agreed release date. See our Privacy & Cookies policy for personal-data information.
Model withdrawal notice
To: The Dem Clothes — thedemclothes@gmail.com
I hereby give notice that I withdraw from my contract for the following goods: [identify the piece].
Order reference: [reference]. Ordered on: [date]. Received on: [date].
Consumer name: [name]. Consumer address: [address]. Date: [date].
Signature: required only if this notice is submitted on paper. This optional notice is for purchases with a withdrawal right; any other clear withdrawal statement is also accepted.