I Have a Faulty, Incorrect or Missing Item. What Do I Do?Updated 4 hours ago

We’re so sorry to hear there’s an issue with your order! Our Customer Experience team is here to help get this investigated as quickly as possible.

To avoid delays, please provide all of the requested information below when contacting us.

Faulty Item

If you believe your item is faulty, please provide:

• Clear photos or videos showing the fault
• A clear photo of the entire item
• For footwear, photos showing the bottom and soles of both shoes
• Clear photos of any tags attached to the item
• If the item arrived inside a plastic sleeve, a photo of the barcode or label on the sleeve

For hats, you can disregard the plastic sleeve request.

Please also include a brief description of the fault, including what has happened and when you first noticed the issue.

Submit a request by contacting us HERE.

Incorrect Item

Received something different from what you ordered? Please provide:

• A clear photo of the incorrect item you received
• A clear photo of the tag attached to the item
• A clear photo of the tag or barcode on the plastic sleeve or product box

These details allow our team to check whether the product may have been incorrectly labelled or picked at our warehouse.

For hats, you can disregard the plastic sleeve request.

Submit a request by contacting us HERE.

Missing Item

First, please check your emails, including your junk or spam folder. Our team may have already contacted you if there was an issue fulfilling part of your order.

Please also check your tracking information, as larger orders may sometimes be dispatched in multiple parcels.

If an item is still missing, please provide:

• A photo of all items you did receive
• Clear photos of the entire parcel packaging, front and back, including the Culture Kings parcel bag or box
• Your order number and details of the item you are missing

The information provided helps our team investigate how your order was packed and, where available, review relevant warehouse records or CCTV to determine what may have occurred.

Submit a request by contacting us HERE.

Important: Keep Your Items and Packaging

Our team needs to be able to verify and investigate the issue being reported. Unfortunately, we cannot provide an outcome based solely on a description of what has occurred without sufficient supporting information.

Please do not dispose of, alter or discard any faulty or incorrect items, product tags, product packaging or parcel packaging while your enquiry is being investigated.

For missing item claims, please keep the original parcel bag or box and all items received, as photos of the packaging and its labels may be required as part of our investigation.

For faulty or incorrect item claims, please keep the item, tags and any relevant product packaging until our team has confirmed that the investigation is complete.

If an item, its tags or relevant packaging has been discarded before we have had the opportunity to verify the issue, we may be unable to properly investigate your claim or provide compensation or another resolution.

We understand it can be tempting to dispose of damaged packaging or faulty items, but please hold onto everything until our team advises that it is no longer required.

Please Note

Providing all requested photos and information with your initial enquiry will help our team investigate your issue as quickly as possible.

In some circumstances, we may need to request additional information before an outcome can be provided. Submitting a claim does not automatically guarantee a refund, replacement or store credit, as each case will need to be reviewed and verified by our team.