1. Delivery
When will I get my order?
Usually, it takes 1–5 weeks to fulfil an order from our first collection, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● Europe: 1–5 weeks.
2. Where will my order ship from?
We work with our colleagues to deliver best prints we can offer for you in our home country Slovakia.
3. My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office/packeta/mail boxes if they have your package
● Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbour’s, get in touch with us at wearetheculture.x@gmail.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but second shipping will be at your own cost.
4. How do I track my order?
You’ll receive a tracking link from Packeta via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at wearetheculture.x@gmail.com
5. I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at wearetheculture.x@gmail.com within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
6. Returns What’s your return/refund policy?
6.1 Returns
You have 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging, and you must provide proof of purchase.
Please Note:
- If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
- Please do not send your purchase back to the original sender, contact us before.
- There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
- Wrong Address: If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
6.2 Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at wearetheculture.x@gmail.com
6.3 Shipping
You will be responsible for paying for your own shipping costs for returning your item. Our shipping is on us, your shipping is on you. Shipping costs are nonrefundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
6.4 Contact Us
If you have any questions on how to return your item to us or if you haven’t received your refund, contact us at wearetheculture.x@gmail.com
7. Delivery
All products are delivered with Packeta to these countries: Czech Republic, Slovakia, Hungary, Romania, Germany, Poland, France, Spain, Portugal, Belgium, Netherlands, Denmark, Sweden, Estonia, Latvia, Lithuania, Belgium, Slovenia, Croatia, Greece, Italy, Finland.
8. Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at wearetheculture.x@gmail.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
