GENERAL INFO

    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! 

    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 canceled 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 couple factors that could have played in to this: 

    • The ZIP Code was entered incorrectly 
    • Your CVC number was entered incorrectly 
    • 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.

    Our system will automatically send you a confirmation email as soon as your order has been received by us! Sometimes they can come through to your junk/spam mail

     

    If you have checked and it's not there please send an email to orders@culturekings.com with the below details so we can track it down ASAP 

     

    • Name order was placed under
    • Email address you think you used 
    • Amount of your order
    • Shipping address 

     

    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 are welcome to cancel your order! Please give our our friendly customer experience team a call so that we can complete your request before your order is dispatched.

     

    *Please note: if you have emailed us already we highly suggest to call and quote your ticket ID number so that can honour your request on the spot

    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 

     

    OUR CONTACT DETAILS

    +617 3345 0511

    Monday to Friday 7am - 9pm AEST

    Saturday to Sunday 9am - 5pm AEST

    Email: orders@culturekings.com

    '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.

ISSUE WITH MY ORDER

    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!

     

    *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!

     

    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

     

    *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