Frequently Asked Questions
HOW CAN I CHANGE OR CANCEL MY ORDER?
Due to our high volume of orders, we are not able to process returns, exchanges, canceled orders or process refunds. Any rare exceptions will be at the discretion of our management team. Please be sure to consult the size chart on an item before checking out. Any requests for an exception must be made within 3 business days of receiving your item(s). Once again, exceptions are not guaranteed and are to the discretion of our leadership team.
In the case of an exception, all exchanges will be subjected to a $15 processing fee that will be paid to Cultured.
HOW CAN I TRACK MY ORDER?
Once your order has been fulfilled a tracking number will be emailed to the email address you provided. Please be sure to provide us your best email and don’t forget to check your spam and junk folders. As a reminder, items may take up to 2-4 weeks to arrive as stated at the top of our website and in the confirmation email.
I PLACED AN ORDER BUT I NEVER RECEIVED A CONFIRMATION EMAIL
If you do not receive an email from Cultured within a few hours of placing your order, be sure to check your personal Spam folder, promotions folder or bulk mail. Alternatively, the email address on file might be spelled incorrectly.
To check your orders, log into your Cultured account and select the “My Orders” option to review your order history. If you are still unable to locate the confirmation email for your order, please contact our Customer Care team via the Online Request Form.
WHY WAS MY ORDER CANCELED?
There are several reasons why your order may have been cancelled:
- The item(s) sold out.
- There is a delay in replenishment for your item(s).
- We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order.
- If the billing address stated on the order does not match with what the credit card issuer or bank has on file, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, you may create a new order using the correct billing address.
Note: If your order is cancelled for any of the reasons above, you will receive an email confirming your order’s cancellation. The full amount of the order will be refunded back to the original form of payment used. Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution. If your order is cancelled and you used an E-Gift Card to purchase, please reuse the E-Gift Card on your next purchase.