General Returns Info

    We receive Return to sender parcels everyday! If your parcel is returned due to an invalid address, addressee not known at address it's unclaimed unfortunately your shipping costs will not be refunded.

     

    This is because our postal partners have still completed the transit service and attempted to deliver your order safely, if you would like your order reshipped to the correct address we will cover those costs! 

     

    EXCHANGE/STORE CREDIT: Your return will be processed as per normal and your Afterpay installments will remain the same

    REFUND: The refunded amount all depends on the current status of your Afterpay payments.

    The total amount of the installments you have paid will be refunded. Any installments you have not yet paid will be cancelled.

    EG.

    A) If you have paid 1 x installment of $50, then $50 will be refunded and the remaining 3 X $50 installments will be cancelled.

    B) If you have not paid any installments, then no amount will be refunded and all installments will be cancelled.

     

    Please note: We can not pause Afterpay payments. Afterpay installments will need to be continued to be paid until your return has arrived back to us and has been processed. 

     

    *All online orders made through Afterpay cannot be returned in store- you must return this back to us by completing a return through our online portal by clicking on the country you purchased your order on

     

     

    You certainly can!

    Any items purchased using a voucher will be issued a gift voucher or exchange.

    Yes, you can return your purchase in-store for an exchange or store credit within 30 days.

    You will need to provide your online order confirmation email as proof of purchase.

I Need To Return An Item

    We are so sorry about this! Australia Post does experience IT issues where return labels aren't being created through their system. They have advised us that if you have not received your label after being charged to please click HERE and follow the below instructions: (Please note: Australia Post physically have your funds, we, unfortunately, have no control of this so you will need to contact them directly)

     

    1. Once you are on the home page, scroll down to the Submit an Enquiry section and then click on the Complete Online Form in the Other Products and Services Section
    2. Theis will take you to the Enquiry Details Section
    3. Select Mail Products
    4. Use the Enquiry Type drop down and select Parcel
    5. In the Please Provide Details field please copy and paste the following: "I am requesting a refund for my return label throguh the online return portal" Then provide the following information:
        1. Your full name 
        2. Email 
        3. Merchant/Brand Name 
        4. Transaction date 
        5. Truncated card details (first 6 and last 3 digits on card, expiry date)
        6. Number of attempts of payment

           6. Click Next 

           7. Click review and submit 

     

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    On lodging the request you will receive an enquiry reference number to use in any future communications about your refund request. You will be contacted directly from Aus Post as soon as possible after lodging the request 

    You are welcome to return more than one order in the same return parcel to save on postage costs!


    Please make sure you lodge each return separately online through our returns portal and follow all the prompts. We also ask that you clearly write your return request numbers either on the front of your return parcel or included on a note inside the parcel

     

     

     

     

    You are only required to send back the item you would like to return if it was apart of a bundle! However, we can only offer a size exchange for the same item or a store credit for the amount you've paid for that item.

    You can lodge your order return by clicking on the country your order was placed on:

    Australia
    New Zealand

     

    Once your request has been submitted, you will receive all the necessary steps to get this return back to us!

    We want you to be happy with the purchases that you make.  As a consumer, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.  You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure is not a major failure.

    1. All returns must be received within 30 days of the purchase date.
    2. Gift cards can not be returned and are not redeemable for cash.
    3. Please ensure all items are packaged securely and arrive back to us in their original, unworn condition. Including tags, boxes, casing, etc. We reserve the right to deny any item that does not meet these requirements.
    4. Once your return has been processed, you will receive a confirmation email from our team.


    Click on the site your order was placed on to start your return: 

     

    This information is provided in the Shipping and Returns section on our website.

     

     

     

    AUS: Return shipping is only $9.15 ! Once you've completed your return request, you'll receive an email with instructions on how to create your label

     

    NZ & US: Shipping costs may vary as post offices charge be weight! Unfortunately all return shipping costs do have to be covered and are non-refundable 

     

    If you are opting for an exchange, we will send your exchange item free of charge!

     

    EVERYWHERE ELSE: You will need to visit your local post office and pay by weight of the parcel.

     

    We currently offer free returns for any exchange on shoe purchases over $100 (AUS and NZ only). Please contact us HERE to obtain your free shoe returns label

     

    *For all other returns (excluding faulty/incorrect items), return shipping costs must be covered by the customer.

I've sent back an item

    You aren't able to make a change once you've completed an online return however you can leave a physical note in your parcel to let us know what you would like instead 

     

    Alternatively, you can give our friendly Customer Experience team a call and we can leave a note on your order for our returns team 

    Your return should be processed within 5 business days (Mon– Fri) of being received. You will receive an email confirmation once your return has been completed!

    We recommend using tracked post for all returns to ensure your items arrive safe and sound back with us. 

     

    *During busy sale periods we may take a little longer to get your return processed (due to the influx of returns). We never like to keep our customer's waiting, so please reach out to us with your return tracking number and we will make your return our #1 priority!

     

     

    All returns can take up to 5 business days to process once received (Monday – Friday). Once your return has been processed by our team you will be sent a confirmation email that your return has been processed.

    If your return tracking shows that your parcel has been delivered over 5 business days please contact us HERE with your return tracking number and we can look into this further :)

     

    **Processing can take longer if we have just finished a major sale or in busy periods like Christmas**

     

     

    Culture Kings can only refund via the same method of payment on your order. If you no longer have that card, you bank will release the funds to the account that this card was linked to 

Exchange

    We offer exchanges on any items!

    AU Customers click HERE

    NZ Customers click HERE 

     

     

     

    Once received, your return will take up to 5 business days to process. We recommend using tracked post for all returns to ensure your items arrive safe and sound back to us.

    Once your return/exchange has been processed, you will receive an email confirmation from our team and new tracking details for the delivery.

    We express ship all exchange items to you and you can check the express delivery time frames for your address HERE.

Store Credit

Refund