FAQ

GENERAL

Who are you?

We are CULTURE 28 and we are based in the Netherlands. We focus primarily on streetwear.

How do I get in touch with you?

You can reach us through our social media channels or our email: support@culture28.com. We try to respond within 24 hours.

OUR PRODUCTS

Are your products unisex?

Yes, all our products are gender neutral. We do not differentiate between sexes. We want to encourage our customers to wear what they like. Be who you want to be!

What size do I need?

Each of our products has an individual size chart. Please use the specific chart to determine your best fit. All size charts are in centimeters. Please take an error margin of 1-3 cm into account, since most of our products are measured by hand.


If you would like to receive advice regarding your required size, do not hesitate to email us. 

ORDER

What payment methods do you accept?

We accept secure payment through iDeal, Apple Pay, PayPal, Bancontact, SOFORT, EPS, Giropay, Klarna, KBC/CBC, Belfius, ING Home'Pay, Przelewy24, Amazon Pay, Cryptocurrency and accept all major credit and debit cards through our secure payment gateway.

How do I know you have received my order?

Once you’ve placed your order, you will receive a confirmation email with your order number. Once our team has processed your order and your items are shipped, you will receive a second email with a track-and-trace number.

Can I edit or cancel my order?

Since we want to make sure that you will receive your items as soon as possible, we will start processing your order as soon as we receive it. This means that once your order has been placed, there is little chance to edit or cancel it.

Always try to contact us by email as soon as possible with your request. We will let you know whether changes are possible.


Please do not refuse the package when it gets delivered if you would like to be refunded. We do not take responsibility for packages that have been rejected by the recipient. Rejecting the package for any reason, will prohibit you from receiving a refund. 

What should I do if I receive an incorrect or damaged item?

We are sorry if you have received an incorrect or faulty item. We strive to achieve 100% satisfaction when our customers receive their favorites. In order to get this sorted for you, please email us the following info:

• Your name

• Your order number

• Picture of the fault/incorrect item

• Product name & code (this can be found on your order confirmation email)

SHIPPING

Do you also ship to my country?

We ship to all countries for free. Is your country not listed? Feel free to contact us. Maybe we can work something out for you.

Do you ship it yourself?

No, we use the new shipping method. This means that we ship directly from our supplier.

Why do you do that?

This naturally saves a lot of costs and we can get benefits for you. With this new method we can offer free shipping worldwide, products at a much lower price and it is better for the environment.

Where do my products come from?

We currently have several shipping facilities in Europe and Asia. Depending on your location, we will ship your order from one of them. 


We do our best to be as efficient as possible and ship from the facility closest to you, to reduce our impact on the environment and minimize shipping time. 

Okay, what's your delivery time?

The delivery times vary per country and is estimated in business days. This mostly depends on the time it takes for customs and the local mail carrier to deliver you package.


United States & Canada

20-30 days


United Kingdom, Germany, The Netherlands, Belgium, France, Luxembourg, Switzerland, Austria

5-20 days


Denmark, Sweden, Norway, Finland

8-22 days


Rest of Europe

10-25 days


Japan, China, Hong Kong, South-Korea, Singapore

10-20 days


Australia, New-Zealand

15-25 days


Rest of the World

12-25 days

Do I have to pay duties or taxes?

There is almost a zero chance that your order will have any additional fees added after you have paid for your item and it has been shipped. If this is the case, CULTURE 28 is not responsible for any duties and taxes. The added duties and taxes in the destination country are the responsibility of the buyer. If there is any issue with this feel free to contact us.


Please do not refuse the package when it gets delivered if you would like to be refunded. We do not take responsibility for packages that have been rejected by the recipient. Rejecting the package for any reason, will prohibit you from receiving a refund. 

When will my order be delivered within 3 days?

Your order will only be delivered within 3 days when you purchase item(s) from our PREMIER COLLECTION.

What is EXTRA INSURED SHIPPING?

If you choose this option at checkout, your package is insured against loss/theft. This means that your order does not arrive within 3 days! Your order will only arrive within 3 days if you purchase item(s) from the EXPRESS COLLECTION

RETURNS

What is the return policy?

You have the right to open the package and check the contents but the product must be returned unused to us. The product must be unworn and unwashed, with all original tags attached and in the original bag.


If we receive your return within 14 days after your order has been delivered, we will process a full refund through the original payment method. If we receive your return within 15 and 30 days after your order has been delivered, you will receive a CULTURE 28 gift voucher of the same amount.


Customers from Europe are able to arrange their return through this link

Customers outside Europe can send us an email for return instructions. For more info, take a look at our refund policy.

When do I get my refund?

Once we receive your return package, we will send you a confirmation of receipt via email and process your refund immediately. The refund will automatically be processed according to the payment method that you selected during the return process.

I have placed an order during the sale. Can I return my order?

Discounted and sale products can be exchanged for other products or a giftcard of the same value.

Can I exchange an item?

If you want to exchange your item(s) for a different colour, size or item, you can easily process this in our returns portal. As soon as we receive your returned item(s), we will process it and arrange a new order for the preferred item(s). You will receive a new order confirmation for this.