Returns & Exchanges

START YOUR RETURN

If your order number starts with "NZ"

RETURN FOR AN EXCHANGE, REFUND*, OR GIFT CARD
SEND BACK YOUR RETURN WITHIN 60 DAYS & YOUR RETURN WILL BE PROCESSED ONCE RECEIVED.

Start Your Return

START YOUR RETURN

If your order number starts with "CK"

RETURN FOR AN EXCHANGE, REFUND*, OR GIFT CARD
SEND BACK YOUR RETURN WITHIN 60 DAYS & YOUR RETURN WILL BE PROCESSED ONCE RECEIVED

Start Your Return

General information

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.

  • Face mask, underwear and earrings cannot be returned due to hygiene reasons
  • Gift cards can not be returned and are not redeemable for cash
  • As of the 1st December 2023, our returns period as been extended from 30 days to 60 days.
  • 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.
  • You are required to pay any postage costs back to us, however we will ship back your exchange item free of charge!
  • Original shipping costs are non-refundable and the cost of return postage must be paid by the customer at the time of returning
  • 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

Frequently Asked Questions

For "change of mind" returns

If you have purchased an item and you are not happy with the item (wrong size, wrong colour etc) You can exchange the item or obtain a store credit or a refund within 60 days of purchase provided your item meets the required terms and conditions!

Online refunds can only be processed if the customer returns the item to our warehouse via post.

You must provide us with:

  • returned goods (post) - with tags attached;
  • tax invoice; and
  • the payment details (refunds can only be paid to the credit card used at purchase).

Goods that have been worn will not be accepted for change of mind. You must return all goods with original packaging.

We will not accept the following goods returned for Change of Mind:

  • Face Mask;
  • Swimwear;
  • Underwear;
  • Gift Cards;
  • Final Sale Items; and
  • Earrings

For change of mind you must pay the postage costs.

When returning goods please ensure;

  • All items are packaged securely and arrive back to us in their original, unworn condition. Including tags, boxes, casing, etc.
  • Shoes and hats must be sent back inside another box to ensure the item is not squashed or damaged in transit. Please do not tape or mark the original shoe box.
  • Original shipping costs are non-refundable and the cost of return postage must be paid by the customer at the time of returning (excluding those returned under the 60-DAY FREE SHOE RETURNS AND EXCHANGES policy). Please note that exchange requests are not held. We suggest placing a new order for the new item to avoid missing out and requesting a refund for the returning item

Click here to start your online return.


  • We offer free return shipping on any full price shoe purchase over $100 within New Zealand!
  • Shoes must only be returned for an exchange or store credit - if a refund is requested the customer is liable for the shipping costs and a postage returns slip cannot be issued. Request your free return label via orders@culturekings.com.au


Conditions:

  • Please ensure the shoe box is shipped back in a satchel or box. Do not tape or attach anything to the outside of the shoe box. Should the shoe box be marked/taped there may be a chance that we will not accept your return.
  • As of the 1st December 2023, our returns period as been extended from 30 days to 60 days.
  • We can exchange the size or colour of any FULL PRICE item where stock is available, or issue an online credit for the returned item

In the case of faulty or incorrect items are received, please contact our Customer Experience team via orders@culturekings.co.nz . Please include your order number, and any photos, relevant information regarding the issue so that we can fix this as soon as possible.
Once investigated, we will be able to provide you with information on how to return the item.

If you claim a free gift with your order and return your items for a refund, the free gift must also be returned. If you return your items for store credit or an exchange, you are more than welcome to keep your free gift.