CUSTOMER CARE
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SUPPORT HOURS
Sunday - Tuesday 2pm - 1am PST
Wednesday - Thursday 2pm - 3am PST

RETURNS / FAQS
Start a return
Frequently asked questions

GENERAL INFORMATION

• Orders are processed Monday to Friday (excluding public holidays) between 7:00am – 2:00pm PST. Please allow up to two business days for processing, especially during peak periods or promotions.
  
• We ship using a range of carriers including USPS, UPS, FedEx, DHL, and OnTrac. International orders are typically dispatched via DHL Express Worldwide. Tracking will be emailed once your order has shipped. 
  
• International orders may be subject to customs inspections or import taxes set by your local authority. These are not within our control and cannot be pre-paid. Culture Kings does not mark packages as “gifts” or “samples.” We recommend checking with your local customs office if you’re unsure about charges.
  
  

To avoid delays, please respond promptly to any emails or phone calls from our Customer Experience Team.

ORDER WITH US EXPRESS SHIPPING TO GET BY THE WEEKEND 

• PROMOTION OVERVIEW:
  Customers who select US EXPRESS shipping at checkout will be eligible to receive their order by the weekend, provided all conditions listed below are met.
  
• ELIGIBILITY:
  This promotion is available to all customers placing orders through our website or app that meet the following criteria:Orders must be placed and paid for by 2 pm PST on Thursdays, to qualify for weekend delivery.
  
• SHIPPING TIMES:
  US EXPRESS shipping guarantees delivery by the weekend (Friday through Sunday), subject to availability and delivery location. Delivery times may vary based on geographic area, weather conditions, and other unforeseen circumstances.
  

• ORDER PROCESSING:
  Orders will be processed on the same day if placed before Thursday at 2pm PST or on the next business day if placed after the cutoff. Orders placed after Thursday at 2pm PST may not qualify for weekend delivery.
  
• EXCLUSIONS:
  This promotion does not apply to international shipments or restricted areas.Some remote locations may experience longer delivery times, and US EXPRESS shipping may not guarantee weekend delivery in these cases.Items that require additional processing or customizations may not be eligible for this promotion.
  
• CUSTOMER RESPONSIBILITY:
  Customers are responsible for ensuring the accuracy of their shipping address at checkout. We are not liable for failed deliveries caused by incorrect or incomplete address details. If an order is returned to sender for this reason and a refund is requested, the original shipping fee will not be reimbursed.
  
• MODIFICATION OR TERMINATION OF PROMOTION
  We reserve the right to modify or terminate this promotion at any time without notice, including but not limited to changes in shipping availability or delivery timelines.
  
  
• BY PARTICIPATING IN THIS PROMOTION, CUSTOMERS AGREE TO THESE TERMS AND CONDITIONS. 

INTERNATIONAL SHIPPING:

• All international orders may be subject to customs inspections, import duties, tariffs, and other fees imposed by your local government. These charges are based on the value of your order and are determined independently by your country’s customs authority.
• Culture Kings is not responsible for these costs, and we are unable to pre-pay or estimate them on your behalf. We strongly recommend contacting your local customs office for more information before placing your order, as these charges are not included in your purchase and must be covered by the recipient.

Culture Kings Change of Mind Return Policy

You can return your purchase for an exchange or store credit within 30 days if you change your mind, provided the following conditions are met:
 

Return Conditions

• Items must be unworn, unwashed, and unused
• All original tags and labels must be attached
• Items must be returned with original packaging (e.g., shoeboxes, protective cases, product sleeves)
• Items must be in resellable condition, free from damage, wear, or scent
• You must provide proof of purchase (order number, confirmation email, or store receipt)

Non-Returnable Items
The following items are not eligible for return due to hygiene or sale conditions:

• Face masks
• Intimate apparel (including underwear and bodysuits)
• Swimwear
• Earrings
• Gift cards
• Items marked as Final Sale

Additional Notes

• Refunds (where applicable) can only be issued to the original payment method
• Footwear returns must include the original, undamaged shoebox. For online returns the shoebox must be placed inside an outer satchel or box (shoeboxes must not be taped or marked)
• If your order included a free gift (Culture Kings NFS) and you’re requesting a refund, the gift must also be returned
  If you're exchanging or receiving store credit, you’re welcome to keep the gift
• A change of mind return refers to any return where the item is not faulty or incorrect, but is being returned for personal reasons such as incorrect size, unwanted style, or simply no longer wanting the item.

NON-RETURNABLE ITEMS
The following items are not eligible for return due to hygiene or sale conditions:

• Face masks
• Intimate apparel (including underwear and bodysuits)
• Swimwear
• Earrings
• Gift cards
• Items marked as Final Sale
  
  

ADDITIONAL NOTES:

• Refunds (where applicable) can only be issued to the original payment method
• Footwear returns must include the original, undamaged shoebox. For online returns the shoebox must be placed inside an outer satchel or box (shoeboxes must not be taped or marked)
• If your order included a free gift (Culture Kings NFS) and you’re requesting a refund, the gift must also be returned
  If you're exchanging or receiving store credit, you’re welcome to keep the gift
• To return an in-store purchase online, contact our Customer Experience team HERE. We will issue you an online order number, allowing you to complete your return through our returns portal.