Online Change of Mind Return Policy

In conjunction with the Culture Kings Change of Mind Return Policy, the following terms apply to online purchases:  

Refunds

• Refunds can only be processed via our online returns portal - HERE
• If a refund is requested and a gift voucher was used, the refund will first be issued back to the gift voucher. If multiple payment methods were used in conjunction with a gift voucher, the gift voucher will be refunded first, and any remaining balance will then be returned to the additional payment method(s).
• Online orders cannot be refunded in-store.
• If an online order is exchanged in-store, the transaction is treated as an in-store purchase. Our in-store returns policy will apply to the exchanged item.
• Original shipping fees are non-refundable.

Exchanges

• We can only facilitate size exchanges. We cannot process exchanges for a different product.
• Exchange stock is not held, so we recommend placing a new order for the desired item and requesting a refund for the returned item.
• If your requested size is out of stock when the return is received, store credit will be automatically issued for the item.

Other Conditions

• Customers are responsible for return postage costs unless otherwise stated.
• Items must be returned in original condition with tags and packaging, and placed inside a protective satchel or outer box (e.g., shoeboxes must not be marked or taped).
• 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.
• Please note that our return address is a PO BOX, based in Brisbane, Australia, and some couriers may not deliver to PO Boxes. If this is the case, we recommend using your national postal service (e.g. NZ Post) to ensure successful delivery.

CLICK HERE to start your online return

Free Shoe Returns – Online Orders Only

We offer free return shipping on full-price footwear purchases over $100 (NZD) when returning for store credit or exchange.

Please note: If you're requesting a refund, return shipping will be at your own cost and a return label will not be provided.

To be eligible:

• The item must meet all conditions outlined in our Culture Kings Change of Mind Return Policy, including being unworn, in original condition, and returned within 30 days.
• The original shoebox must be packed inside a protective satchel or outer carton (do not tape or write directly on the shoebox)
• Exchanges are subject to stock availability, if the requested item is unavailable, store credit will be issued
• Request your free return label after you have submitted your shoe return for exchange or store credit - HERE

Online Purchases
If you believe you’ve received a faulty item or an item that doesn’t match your order, please do not submit a standard change-of-mind return.

Instead, contact our Customer Experience team HERE within 48 hours of receiving your order. Be sure to include:

• Your order number
• Clear photos of the item and the fault or error
• A brief description of the issue

Once we’ve reviewed the information, we’ll get back to you with the next steps. If the item is deemed faulty or incorrect, you’ll be provided with a free return label, and you may be eligible for one of the following resolutions:

• Full refund
• Replacement
• Store credit

In-Store Purchases

If you purchased the item in-store, please return to the original store of purchase with:

• The item in question
• Your physical receipt or proof of purchase
• A description of the issue

Our store team will assess the item and advise if it meets the criteria for a refund, replacement, or store credit. If the item needs further inspection, it may be forwarded to our head office for assessment.

⚠️ Please note: These cases are assessed carefully and may take a little longer to resolve, as they are treated similarly to a warranty claim.

We’ll do our best to resolve the situation as quickly as possible.

Free Gift With Purchase
If you received a free promotional gift (e.g. Culture Kings NFS) with your order and you're returning your items for a refund, the gift must also be returned.

If you're requesting an exchange or store credit, you’re welcome to keep the free gift.

Returning Items from a Bundle

If your order included a bundle and you only wish to return part of it, that’s totally fine, you only need to send back the item(s) you no longer want.

Please note:

• We can only offer a size exchange for the same item or
• A store credit for the amount paid for the individual item.

To start your return, please lodge your request via our online return portal - HERE