General Info

    Due to the current lockdowns occuring in Australia and New Zealand, the below stores are CLOSED TEMPORARILY:

     

    Melbourne/Chadstone: Due to open 01/11/2021 (pending government restrictions)

    Auckland: No update on when we will be re-opening (pending government restrictions)

     

    We will keep you updated through this FAQ once we know when doors will open again 

     

    Please note: Unfortunately our stores are not an essential service, if you are wanting to shop please head online HERE. All items physically in store will be available once we reopen!

     

    We are paperless now so tax invoices aren't included in parcels however if you give our Customer Experience team a call we'll be more than happy to email this to you in a PDF format! 

    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!

    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:

    1. Date of purchase
    2. Approximate time of purchase
    3. Exact amount of purchase
    4. Store purchased from 
    5. 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 a charge was made to your card but your order didn't go through there are a couple of factors that could have played into this: 

    1. The ZIP Code on your billing address was entered incorrectly 
    2. Insufficient funds 

    There's no need to worry though! The payment in your account will stay pending and then bounce back after a few days as your money was never captured by us

     

    *If you haven't seen that payment bounced back into your account after 10 business days, please reach back out so we can further investigate.

    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. It is something that we're working on in the near future so stay tuned! 

    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.

    Our Customer Experience team operate 7 days a week to complete email requests! If you are emailing to request a cancellation or change in your order, this will not be confirmed until our team have responded to you

     

    So that we can honor your request, we highly suggest to give us a call and quote your order number as well as your ticket ID number and we can fix this on the spot! 

     

    *Please note that once your order has been dispatched we cannot make any changes to your order 

     

    AUSTRALIA

    1300 CKINGS(1300 254 647)

    Monday to Friday 7am - 9pm AEST

    Saturday to Sunday 9am - 5pm AEST

     

    NEW ZEALAND

    0508 CKINGS(0508 254 647)

    Monday to Friday 7am - 9pm AEST

    Saturday to Sunday 9am - 5pm AEST

    Unfortunately we cannot combine orders. Once they have been placed no changes can be made.

    Ensure you've checked your junk and spam folders in case the automatic notification has been sent there. You can mark us as SAFE aswell so that you won't miss a beat from us in the future!

     

    Still no luck finding this one? 

    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 HERE with the email you used, the exact amount of the purchase and the purchase date

    '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.

    Unfortunately once an order is placed we are unable to combine orders, make amendments, or refund shipping costs for one of those orders.

    We aim to ship all orders within 2 business days (excluding weekends and public holidays) from our warehouse in Australia. Our dispatch team hustled hard to have your order shipped out ASAP and will send through an email/sms with your tracking details!

     

    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 

     

    *If you are worried that your parcel may be lost or is heavily delayed, please give us a call or submit a request HERE and one of our lovely Customer Experience agents will be able to assisst you! 

     

Changing My Order

    We can only make changes to your order if it hasn't reached the packing stage! Please give our team a call ASAP and quote your order number (also ticket ID if you have sent us an email) to see if we can get this done for you!

     

    *Unfortunately, if your order has been dispatched, we will not be able to cancel your 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 and we can discuss further: 


    US/ Canada +617 3345 0511

    If your order has not been packed, our team can still make changes to your shipping address - You will need to give us a call ASAP so we can change this before your order is packed.

     

    If you have already sent us an email and are giving us a call, please quote your ticket ID number so that one of our Customer Experience agents can alter this for you on the spot!

     

    Unfortunately, once your parcel has left us we can no longer make any changes, you will need to contact your local postal service to make these changes. 

    We can’t make any changes to your order once it’s been placed. We highly suggest that you place another order with the updated sizes and current sale prices so that you don't miss out. Please reply to your order confirmation to request a cancellation before it gets shipped.

     

    *If your order has already been dispatched we won’t be able to issue you with a store credit/refund until your parcel arrives back to us. If you need to return your order please click HERE.

    We can't make a change to your billing address once your order has been finalized unfortunately, this won't have any effect on the shipping and delivery details though as your order will be shipped to the shipping address you have provided! 

    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 and we can discuss further: 


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

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Issue with my order

    In the case of an incorrect item being received, please fill out and submit a request HERE. From there, one of our Customer Experience agents will be able to investigate and resolve this for you ASAP!

     

    *If you have an open investigation with one of our Customer Experience Specialists, please allow up to 3 business days to have an outcome for you as! We will be sure to keep you in the loop

    We’re really sorry that an item you’ve been waiting for has arrived damaged!

     

    So that we can get this sorted for you ASAP, please fill out and submit a request HERE. From there, one of our Customer Experience agents will be able to investigate further

     

    *If you have an open investigation with one of our Customer Experience Specialists, please allow up to 3 business days to have an outcome for you as ! We will be sure to keep you in the loop

    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 updates click HERE

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

    1. Request for additional information is refused or not received within the requested time frame
    2. Request for the cardholder to contact us within time-frame is not met
    3. Purchase transaction does not pass our security check
    4. Purchase has connections to previous fraudulent orders
    5. Purchase was made by an un-authorised alteration our website
    6. Product is listed at an incorrect price or with incorrect information. Please click HERE to see our article on 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.

    We have gone paperless! The only items you'll receive in your parcel is what you have purchased!

     

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

     

    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 consideration the following when assessing a faulty claim:

    1. Time-frame which has passed
    2. Has the product been misused?
    3. Has the product voided its warranty?
    4. Current quality condition of the product
    5. Type of fault

     

    Oh no! For store purchases, you will need to head back into the store so that they can rectify this for you

    If you are not located near that store anymore, please send through the following information HERE

    • A copy of your store receipt OR proof of purchase 
    • Clear photos of the faulty item

    From here we can have this investigated and come to a resolution for you ASAP! 

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

    If you have not been contacted and you find you are missing an item from your order please fill out and submit a request HERE. From there, one of our Customer Experience agents will be able to investigate and resolve this for you ASAP!

     

    *If you have an open investigation with one of our Customer Experience Specialists, please allow up to 3 business days to have an outcome for you as! We will be sure to keep you in the loop