Returns & Refunds

We want you to feel comfortable choosing something you love. If your purchase isn’t quite right, you can request a return within 30 days of receiving it.

Please read the conditions below before sending anything back.

Our 30-day returns policy

We accept returns for change of mind, including when you would prefer a different size, colour or style.

To qualify:

• Contact us within 30 calendar days of receiving your item.

• Items must be unworn, unwashed and unaltered, with original tags attached.

• You may try items on indoors to check the fit. Please keep them free from stains, make-up, perfume, smoke and other signs of wear.

• Shoes must only have been tried on indoors on a clean surface.

• For hygiene reasons, underwear and swimwear must have any original hygiene seals or liners intact and must only have been tried on over underwear.

Sale items are eligible for return under these same conditions.

These conditions apply to change-of-mind returns only. They do not limit your rights if an item is faulty, incorrectly supplied or does not match its description.

How to request a return

1. Email info@culture-sydney.com with your order number and the item or items you would like to return.

2. We’ll confirm the return instructions and the correct return address. You do not need to provide a reason for a change-of-mind return.

3. Send your return within 14 calendar days of receiving our return instructions.

If you contact us within the 30-day window, waiting for our reply will not make your request late.

Please contact us before posting your return so we can direct it to the correct location. Do not use the sender’s address on the original parcel unless we confirm it is the return address.

Return location and postage

Returns are sent to: [INSERT THE ACTUAL RETURN ADDRESS AND COUNTRY BEFORE PUBLISHING].

For change-of-mind returns, including a size you selected that does not fit, you are responsible for return postage. The cost depends on your location, the parcel and your chosen carrier.

We recommend using a tracked service and keeping your proof of postage until your return has been resolved.

We do not charge a restocking fee or deduct the cost of our original free standard delivery from your refund.

If an item is confirmed to be faulty, incorrectly supplied or not as described, we will arrange return postage or reimburse reasonable return postage costs where a return is required.

Refunds

Once your return arrives, we’ll inspect it and email you the outcome. We aim to complete this within 7 business days of receiving it.

For an eligible return, we will refund the amount you actually paid for the returned item to your original payment method. Your bank or payment provider may take additional time to display the refund.

You will not be required to accept store credit instead of a refund.

If a change-of-mind return does not meet the conditions above, we’ll explain why and discuss the next steps with you before taking further action.

Orders with discounts

If you used a discount code or multi-buy offer, your refund will reflect the discounted amount paid for each returned item.

We will not retrospectively remove the multi-buy discount from items you keep.

Exchanges

If you would prefer another size, colour or style, please request a return and place a new order for your preferred item.

New orders are subject to availability and the prices and offers available when you order. Contact us if you would like help before ordering again.

Faulty, damaged or incorrect items

If your item arrives damaged, is faulty, is different from what you ordered or does not match its description, email info@culture-sydney.com with your order details and a description of the problem.

Photos can help us assess the issue, where practical. We may also need to inspect the item.

We will provide the remedy you are entitled to under Australian Consumer Law. For a major failure, you may choose a refund or replacement. For a minor failure, we will provide an appropriate remedy within a reasonable time.

You do not need the original packaging to make a claim for a faulty item.

Your Australian Consumer Law rights

Our 30-day change-of-mind policy is additional to your rights under Australian Consumer Law.

The 30-day period and the change-of-mind conditions above do not limit those rights. Consumer guarantees may continue to apply after 30 days.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified.

Contact us

For return requests or questions, email info@culture-sydney.com.