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).
• A $8.95 handling fee is automatically deducted from your refund or store credit when you submit a return via our returns portal.
  If you are requesting an exchange, you will be required to pay the shipping fee during the return submission process.
• Original shipping fees are non-refundable.
• 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.

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.

Other Conditions

• Customers are responsible for return postage costs unless otherwise stated.
• Melbourne DFO cannot accept returns for online or flagship purchases.
• 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).
• If your requested size is out of stock when the return is received, store credit will be automatically issued for the item.

We reserve the right to decline any return that does not meet the return policy conditions outlined above.

CLICK HERE to start your online return.

OR

CLICK HERE for an instant refund

In-store Change of Mind Return Policy

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

• Change of mind returns made in-store are eligible for store credit or exchange only
• Refunds are not available for change of mind in-store returns
• Items originally purchased online but exchanged in-store are subject to the in-store returns policy from the time of exchange.
• A physical receipt or the original order confirmation email must be presented as proof of purchase. Please note, the shipping or tracking notification email will not be accepted as valid proof
• DFO store purchases cannot be returned to flagship locations and vice versa
• Online orders cannot be returned or exchanged at Melbourne DFO
• All footwear must be returned with the original shoebox in resellable condition
• Online orders cannot be refunded in-store. If you purchased online and are seeking a refund, please submit your return through our online returns portal HERE

We reserve the right to decline any return that does not meet the return policy conditions outlined above.

Need help in-store? Our friendly retail team is here to assist you with any questions about your return or exchange.

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

Free Shoe Returns – Online Orders Only (Australia)

We offer free return shipping on full-price footwear purchases over $100 (AUD) within Australia, 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 to have your return fees waived 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

We offer instant refunds on all eligible online orders within Australia, receive your refund in as little as 60 seconds through our partner, Refundid.

Conditions:

• Available to Australian customers only
• This service is only available for online orders
• A $750 return limit applies for first-time users
• Return tracking must be uploaded to your Refundid account within 3 days of lodging the request
• Refundid reserves the right to decline instant refunds that do not comply with their Terms & Conditions

For all T&C's refer to the Refundid website HERE or contact Refundid on info@refundid.com

Important Notes:

• If you wish to return part of your order for an instant refund and exchange the rest, this process can get a little tricky, please reach out to our team HERE after submitting your Refundid request so we can assist.
• You cannot submit your order for an instant refund and return those items in-store, this is an online-only return option. You must comply with Refundid’s Terms & Conditions, which require the items to be posted back to us using tracked shipping.

CLICK HERE for an instant refund