FAQ

GENERAL

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


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


OUR PRODUCTS

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!


Each of our products has an individual size chart. Please use the specific chart to determine your best fit. All size charts are in centimetres. 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

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.


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.


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.


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 (this can be found on your order confirmation email)


When you order multiple items in one order, these may be shipped separately so these can get delivered faster to you. Especially, if you have an order mixed with items from our PREMIER Shipping collection and items that are delivered with standard shipping, you will receive the items separately. You are able to identify the PREMIER Shipping items by the product page. 

If you have not received all the items within the expected delivery date that is stated on the track & trace page, please contact us at support@culture28.com within 30 days, so we can look into it. 


SHIPPING

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.


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

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.


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. 


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 your 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


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.


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


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 PREMIER COLLECTION


If you are not at home when your package is delivered, the courier will leave a card or send an email with more information about where your order is, how to pick it up, or how to make a new delivery appointment. Also check your tracking code for more information about this.

If your order will be returned back to sender due to non-collection, we are not responsible for the additional costs. We will arrange a resend of your order and apply a fee for the additional shipping costs. Refunds for non-collection of orders are not possible.


RETURNS

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.

-Announce your return within 14 days of the item(s) being delivered to you or made available for collection. If you are based in the EU, you can register your return or exchange in our portal. If you are based outside the EU, you can register your return or exchange by sending us an email
-Make sure that your return is delivered at our return address within 14 days after you have received the return instructions from us.

For more info, take a look at our return policy.


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 used to place the order.


Of course, you can simply return your sale item.


If you are based in the EU, you are able to register your exchange in the portal. Customers from outside the EU can email us.


EU customers will receive the return address after they have registered in the portal. Non-EU customers need to send us an email for return instructions and the return address.

Important: the address on the package is NOT our return address. We will not receive the package if you send it to that address and therefore we will not be able to refund you. 


As the shipping of a return is your responsibility, we always advise to choose for trackable shipping with insurance. Shipping insurance guarantees that your purchase amount will be reimbursed in case your package gets lost. 


No, this is not the return address. We will not receive the package if you send it to that address, and therefore we will not be able to refund you. 


This is very unfortunate, perhaps you can check the carrier that you have used to find out where your package is. Unfortunately, there is nothing that we can do to help you in this case. As long as we have not received the items that you would like to return, we are unable to process a refund. 


Use this text to provide detailed information like sizing, shipping, ingredients, or to answer frequently asked questions.


It could be that your return will not be accepted if it does not comply with our return policy. We will not accept a return if:

- the item(s) are not returned in their original condition and packaging. All our items are delivered in a see-through zipper bag, this is considered as the original packaging. If your item has a tag, this is also considered as the original packaging. The see-through zipper bag is not suitable to use solely as shipping packaging, as from experience, items are received damaged if only this packaging is used. The zipper bag should be intact.
- the item(s) are returned after the return period of 14 days that is stated in the returns policy
- the item(s) are returned damaged due to wrong package.

We will update you if we do not accept your return. May you want to receive your package back, we will ask you to cover the delivery costs. 


If you have received an email from us with the message that your return has been rejected, you are also offered to receive the items back. We will send you an invoice for the shipping costs. After we have received your payment for these shipping costs, we will ship the rejected items back to you.


Yes, you can notify us regarding this by sending us an email.


KLARNA

Klarna is an independent payment provider that we offer in our online store. It offers a payment method that allows you to delay your payment up to 30 days later (Pay Later), pay in 2 months (Financing) or split the cost in 3 payments (Pay in 3). CULTURE 28 has no influence over whether your payment will be accepted or not. If you have any trouble with your payment, please contact Klarna Customer Service

If you are choosing Klarna as your payment method, please remember to spend responsibly. We want you to enjoy your items guilt-free, without any problems.


Customers over the age of 18 and with a billing and delivery address in The Netherlands, Germany, Austria, Finland, Belgium, Spain or Italy are able to use Klarna as a payment method. You can find more information here. Since Klarna has several payment methods, see the following to see which method is available for which country.

Klarna Pay Later - Pay in 30 days
This is available for The Netherlands, Belgium, Germany, Austria and Finland.

Klarna Financing - Pay in 2 months
This is available for Germany and Finland.

Find more information regarding Klarna Financing here.

Klarna Pay in 3
This is available for France, Spain and Italy.

Find more information regarding Klarna Pay in 3 here.


There is no minimum spend, just add the items to your basket and choose Klarna as your payment method during checkout. If you have a gift card, and you are spending more than the amount that is on the gift card, you can pay the remainder by using Klarna.

It is not possible to purchase a gift card with Klarna. 


This depends on the Klarna payment method you have chosen (see the previous question). You will receive an email from Klarna with your payment instructions once you have placed your order. 


There could be various reasons why your payment might be declined by Klarna. We recommend to contact Klarna Customer Service to find out what the problem is.


To return your items, you can just follow our Return Policy. As soon as we have received and processed your return (within the timeframe stated in our Return Policy) and you have not paid your invoice of Klarna yet, Klarna will send you an updated version. If you already paid your Klarna invoice, you will receive a refund from Klarna for the item(s) you have returned.


CULTURE 28 Rewards

This is our way of showing our appreciation. You’ll earn points for activities on our site, like referrals and purchases. You can use them to earn discounts off purchases, so the more you collect, the more you save.


Anyone with an account is automatically enrolled.


You can earn points for all sorts of activities, including referring friends, and making purchases. To see all the ways you can earn points, click the Earn Points tab in the menu.


Select the tab called Rewards. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward.


No. Go ahead and earn as many as you can!


You can find your unique referral code in the Rewards panel. Click on the ‘Rewards’ button in the below right corner of your screen and login. In theRefertab you will find your code and you can directly share it with your friend. 


Approved: These points can be redeemed on rewards immediately

Pending: These points are need to be verified before you can redeem them. This typically applies to purchases and referrals

Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled)


Your pending points will become cancelled and will be removed from your account.


You, or someone you referred, cancelled or returned a purchase.


It can sometimes take a few minutes for us to process your activity and provide your points.


Not directly — please redeem your points for a voucher, which can then be applied during checkout.


If you no longer wish to earn points, please contact us at support@culture28.com and ask to be unenrolled. We'll unroll you, and you will lose any points you have accrued.


Just contact us and we'll re-enroll you. However, your point total will begin from zero.


Please contact us at support@culture28.com.


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