General Returns Info

    No return items can be shipped to stores, they need to come back to our warehouse or be physically taken in store. 

    Lodge via the Returns Portal here:

    OR you can head into your closest store to return an online purchase for a STORE CREDIT or EXCHANGE ONLY.

    We will not accept any parcels sent to our stores so please follow the info via our above return links! 

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

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

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

    EG.

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

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

    Please note: We can not pause Afterpay payments. Afterpay instalments 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

     

    Yes, you can! Any items purchased using a voucher will be issued a gift voucher or exchange in return. 

    AU - Yes, you can return your online 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.

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

    You will need to provide your online order confirmation email as proof of purchase. If you do opt for store credit this can not be used online, only in-store.

    * Please note that we can not issue a refund in-store for online purchases as they do not hold the original funds.  

I Need To Return An Item

    This is a common error made. Because each hat is an individual item, you can not select the exchange return category because there is only one size of each 9FORTY A-Frame hat. 

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    Please click the store credit option so that you can replace an order for the Mens 9FORTY frames 🙏

    Return Australia
    Return New Zealand

    Yes, you can!

    We can only accept an exchange for a different size/ item or in-store credit. 

    Stores are not able to issue refunds or online store credit in the Sylvia Park store for online orders. 
    If you chose Store Credit, this can only be redeemed in-store and is not available for online purchases. 

    Find our store location here.

    If you are after a refund or would like to return the order via post, please use the below Returns Portal: 
    New Zealand Return Portal

    Culture Kings would like 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.

    • All returns must be received within 30 days of the purchase date.
    • Face mask, underwear and earrings cannot be returned due to hygiene reasons
    • Gift cards can not be returned and are not redeemable for cash.
    • 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.
    • Once your return has been processed, you will receive a confirmation email from our team.
    • Final Sale items can not be returned for a refund unless deemed faulty.
    • If you claim a free gift/s with your order and return your items for a refund, the free gift/s must also be returned 

    Return here: 
    Australia 
    New Zealand

    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 order numbers either on the front of your return parcel or included on a note inside the parcel to ensure it is processed smoothly. 

     

     

     

    You are only required to send back the item you would like to return if it was a part of a bundle! However, we can only offer size exchange for the same item or 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

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I've sent back an item

    Yes, you can change your return request, however, you will need to reach out to our Customer Experience team to cancel the original return request 🙏


    Lodge your ticket here and select 'I HAVE A RETURNS INQUIRY' then 'I would like to change my return'. 
    Once we have completed this you can go back in to complete it again.

    Once your return is delivered to our warehouse, please allow up to 3 business days for your order to be processed. Our team is working around the clock to process all returns, so we thank you for your patience.

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

     

     

     

    All Return and Return to Sender parcels 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. We encourage you to check in on the tracking link you were provided with to see the location. 

    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 :)

     

    Culture Kings can only refund via the same method of payment on your order.

    If you no longer have that card, your bank will release the funds to the account that this card was linked to so please check your online banking. 

Exchange

    When you are lodging an exchange for a different size in the returns portal, there are times when the stock is not available. This means that either the item is out of stock or low in stock, which we can not guarantee will still be available by the time we receive and process your return. 

    If the item is available online, we suggest you re-purchase the item and we can then go ahead and refund your return. 

    Lodge your return below

    Australia Returns

    New Zealand Returns 

    If you want to exchange for a different item then you will have to recieve store credit to purchase the new item. 

    When you are lodging a return you can only: 

    Exchange for a different size of the same item
    Store Credit 
    Refund (Not eligible for sale items)

    Lodge your return below

    Australia Returns

    New Zealand Returns 

    Once received, your return will take up to 3 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

    You can return your item back to us, for a refund so long as it is NOT a SALE PURCHASE & it meets our Return Policy criteria. 

    Once you have logged your return request you can request an Instant Refund via Refundid once the item has been sent back! Unfortunately, this is only available in AUSTRALIA only currently.

    1. Lodge your return HERE

    2. Request an instant refund HERE

    *Please note that if the condition of the item is deemed not acceptable, we have access to re-take the funds and return the items back to you. This must be sent back to the online store and can not be taken into your local store.