General Info

    All our stores are trading 7 days a week!

    All refunds usually take between 2-5 business days for the funds to reflect back in your account.

    We have noticed that refunds have been delayed recently due to COVID-19 limiting bank operation hours which may be causing a slight delay to the usual transaction time.

    If you don’t see the refund clear after 10 business days, feel free to contact your bank directly and/or reach back out to us. We're here to help!

    All of our online orders are shipped from our warehouse in Brisbane!

    If you have lost your receipt our team will be able to obtain this, given you have all the needed information.

    Please contact our team HERE with the below information:

    • Date of purchase
    • Approximate time of purchase
    • Exact amount of purchase
    • Store purchased from 
    • Items purchased
       

    If in the event a product is listed at the incorrect price, we reserve the right to cancel your order after the acceptance of your purchase.

    Where we have become aware of any error or inaccuracy, we will correct the error accordingly on our website as quickly as possible and inform you of the cancelling of your order.

    In no way does Culture Kings intend to mislead or deceive our customers. 

     

    ProtonMail is an encrypted email service but unfortunately a few fraudsters have ruined the use of this service!

    Unfortunately any orders placed using a ProtonMail email address will be automatically cancelled and refunded by our security system. 

    We recommend using another email address so we can have your order completed and shipped out to you.

I'm Trying To Place An Order

    If you are having trouble completing your order using your credit/debit card it it important to first check you have the funds available in your account.

    Once you have confirmed the funds are available please double check the following;

    -The card number, name and CV2 code (back of card) are correct and as they appear on your card.

    -Your billing address is correct.

    -Your bank has not imposed a limit to the amount of purchases you can make in a 24 hour period.

    -For international purchases please ensure your card is enabled for use international use.

    -All other details for shipping/billing are correct.

    Unfortunately our stores do not have the facilities to ship products to our customers, and the only way would be to physically visit the store.

    We are very sorry but we can only ship out products that can be added to your cart on our online store. Apologies for any inconvenience!

    Culture Kings do not hold the items in your cart. If you have added an item to your cart there is an opportunity for other customers to check out with this product before you do.

     

     

I've Placed My Order.

    Yes you will! Culture Kings will send you through an order confirmation via email once your order has been successfully placed on our website. 

    If you have not received your order confirmation or tracking information, please check your junk/spam folder. 



     

     

    'Unfulfilled' means that your order is still yet to be dispatched! Our team are still working on your order and as soon it is completed, this status will change to fulfilled and you will be sent your tracking details.

    1. Double check your junk mail or spam folder. Sometimes our emails can pop into there.

    2. If you still can't find it, check the funds have been debited from your account.

    3. If funds have been debited then please contact our Customer Experience team via email HERE with the email you used, the exact amount of the purchase and the purchase date

     

    AU: 1300 CKINGS (1300 254 647)
    NZ: 0508 CKINGS (0508 254 647)

    Unfortunately once an order is placed we are unable to combine orders or make amendments.

    We aim to ship all orders within 24 hours (excluding weekends and public holidays) from our warehouse in Australia. Our dispatch team hustled hard to have your order shipped out ASAP!

    Unfortunately due to the affects of COVID-19 the postal services are experiencing delays in their networks and may mean that your order is taking longer thank expected to arrive. We do understand how frustrating this delay is, especially as Culture Kings parcels normally arrive extremely quickly.

    Don't worry if your tracking info isn't updating regularly, we have noticed that tracking updates are taking a little longer than normal to update on the couriers end due to the current situation. The tracking scans will update as soon as possible so keep an eye out.

    We have been advised that due to the below reasons your parcel will not be delivered on time:
     - Government restrictions due to COVID-19
    - Limited cargo freight planes and airline capacity
     - Cancelled passenger planes
     - Increased parcel volumes as more people are shopping online

    Postal Services are working tirelessly under these difficult situations and are clearing over 2 million parcels a day.

    Right now we are not able to provide an exact time frame for when your parcel will be delivered as we are relying on other parties, but please rest assured that your parcel HAS been shipped and WILL be delivered as soon as possible.

    We ask kindly for your understanding and patience with your order while the Postal Services work around the clock to clear their backlog and work around the current challenges they face.

     

    For Domestic updates click HERE

    For International updated click HERE

     

Changing My Order

    Once an order has been placed we are unfortunately not able to change your shipping option or take additional payment to upgrade your order to express. 

    If your order is urgent, please give our friendly team a call on the below numbers: 


    Australia: 1300 CKINGS (1300 254 647)
    New Zealand: 0508 CKINGS(0508 254 647)
    Everywhere else: +617 3345 0511

    Our ninja packers are crazy fast at processing orders! So we can only make changes to your order if it hasn't reached the packing stage. 

    Please give our team a call ASAP to see if we can get this done for you!

    AU: 1300 CKINGS (1300 254 647)
    NZ: 0508 CKINGS (0508 254 647)

    If your order has not yet been packed (by our warehouse ninja's) then our team can update your address before it leaves us! Give our team a call ASAP so we can have this updated for you.

    AU: 1300 CKINGS (1300 254 647)
    NZ: 0508 CKINGS (0508 254 647)  

    If your order is pending dispatch or has already left our warehouse, we will need to wait for the parcel to be returned to sender before we can re-ship it to the correct address.

    Our ninja packers are crazy fast at processing orders! So we can only make changes to your order if it hasn't reached the packing stage. Please give our team a call ASAP to see if we can get this done for you!

    AU: 1300 CKINGS (1300 254 647)
    NZ: 0508 CKINGS (0508 254 647)  

    Unfortunately, if your order has been processed, we will not be able to cancel your order.

    Our hat boxes are used to protect your hats while they are being shipped-No one likes a scuffed of bent up hat!

    Our team can pack up to 4 hats per hat box and unfortunately we are not able to ship out extras for you.

    Unfortunately once an order is placed we are unable to combine orders or add additional products to an order.

    If you need help with your order please call our friendly customer experience team!

    AU: 1300 CKINGS (1300 254 647)
    NZ: 0508 CKINGS (0508 254 647)  

Issue with my order

    We understand you want your order ASAP so you can enjoy your new gear!


    Australia Post have advised that due to COVID-19 they are experiencing significant delivery delays due to limited international flights, social distancing requirements and increased parcel volumes. This includes both international and domestic shipments. 

    They have advised they are working around the clock the ensure orders are being delivered as swiftly as possible. 

     

    For Domestic updates click HERE

    For International updated click HERE

    Your order confirmation is sent when you first placed your order to the email you used at checkout.

    If you have not received your order confirmation or tracking information, please check your junk/spam folder. 

     

    If you have checked and it isn't there CONTACT US HERE with the below details so we can track it down

    -Name order was placed under

    -Email you think you used

    -Amount of your order/items included

    -Delivery address

     

    We have the right to cancel or refuse shipment of any orders for the following reasons;

    • Request for additional information is refused or not received within requested time
    • Request for cardholder to contact us within time-frame is not met
    • Purchase transaction does not pass our security check
    • Purchase has connections to previous fraudulent orders
    • Purchase was made by an un-authorised alteration our website
    • Product is listed at an in correct price or with incorrect information. Please see Pricing and Errors on the Website

    If you are still unsure why your order was cancelled please CONTACT US HERE so we can provide more info.

    Please check your emails first! Our team may have tried to reach out to you.

    If you have not been contacted please contact our team HERE and we will look into this right away!

    Please include:

    - Order number

    - Image of the products you did receive

    - Image of the full packaging your order came in

     

     

    Culture Kings has gone paperless! The only items you'll receive in your parcel is the gear you have purchased!

    We send out order confirmations to your email upon purchase :)

    #gogreen

    We try to keep our website stock levels as accurate and up to date as possible!

    However on the rare occasion some items are just so popular that multiple people try checking out at the exact same time with the same items in their cart, our website sometimes isn't able to update fast enough  (within a few seconds) to let you know an item sold out while you were checking out.

    Our team will email you as soon as possible to let you know if your order is affected!

Issue with an item

    Wear and tear is damage that naturally and inevitably occurs as a result of wear or ageing.

    Our CK team will always try to compensate our customers when a product does not meet quality standards. The only time we can not accept a faulty return is when a fault falls under 'wear and tear' or 'misuse of a product'

    Our team will take into the consideration the following when assessing a faulty claim:

    • Time-frame which has passed
    • Has the product been misused?
    • Has the product voided its warranty?
    • Current quality condition of the product
    • Type of fault

     

    In the case of a faulty item being received, please contact our Customer Experience team with your order number, and a photo of the faulty item.

    We aim to deal with all faulty items are promptly as possible!

    CONTACT US HERE

     

    Our dispatch team work extremely hard to ensure the accuracy of all of our customers order!

    If you find you are missing an item from your order please email us through the following details so we can look into this straight away!

    - Your order number

    -The item that is missing

    -Photos of the items you did receive and the packaging

    CONTACT US HERE!

    In the case of an incorrect item being received, please CONTACT US HERE!

    PLEASE COMPLETE THE BELOW 3 STEPS;

    1. Send through a photo of the incorrect product

    2. Send through a photo of the tag attached to the item/ or the barcode sticker on the box/packaging 
    (this allows us to see if the item was labelled incorrectly)

    3. Please let us know if the product you received came inside a plastic sleeve

    Once the 3 steps have been completed, we will be able to get this sorted for you ASAP!

    Our black CK hat boxes are for extra protection and our team can fit up to 4 hats inside one box.

    Unfortunately we do not ship out one box per hat.