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HOW LONG DOES DELIVERY TAKE?
All orders take 5-6 business days for delivery. Please note estimated shipping times include processing time at the warehouse and are calculated from the date the order is placed.
I HAVEN’T RECEIVED AN ORDER CONFIRMATION
Please be aware an automated email is sent to you to the given email address when your order is placed. Please check all folders including Spam. To ensure emails reach you, add the domain kottonculture.com to your safe senders list.
HOW CAN I TRACK MY ORDER?
You will receive an email order confirmation after you place an order on our website. We will notify you when your order has been shipped. Some orders may be sent in multiple parts, you will receive multiple dispatch emails if your order has been split shipped. Please note: tracking tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 10 AM CST Monday to Friday.
WHAT COURIER DO YOU USE FOR DELIVERIES?
We use FedEx and DHL to send most of our orders. Kotton Culture reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?
If you're missing part of your order, it's possible it could have been sent in more than one parcel. If this is the case, you will have received one dispatch email per parcel. This is likely to be the case if your order is quite large. Please also check the invoice details inside your parcel bag. This will detail which items should be in the parcel. If you have only been sent one dispatch email and haven’t received all of your items please contact us within 7 days.
DO YOU HAVE PHYSICAL STORES?
We currently don't have any physical stores under our brand name. However, we are present on several online marketplaces across North America, Asia, Europe, and Africa.
WHAT IS YOUR RETURNS POLICY?
We have a 30-day return policy, which means you have 30 calendar days after receiving your item to request a return. To be eligible for a return: 1. Your item must be unused and in the same condition that you received it. 2. Your item must be in the original packaging. 3. Your item needs to have the digital order receipt or proof of purchase. Items sent back to us without first requesting a return will not be accepted. Please return your product(s) in the same condition as it was shipped. If the products are returned in poor condition or have signs of wear and tear, a refund would not be provided.
WHAT DO I DO IF MY PRODUCT IS FAULTY?
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item. To help us evaluate the issue and make it right, please contact our Customer Service with a picture of the faulty item and your order number at info@kottonculture.com
HOW DO I RETURN AN ITEM?
Returns are quick, easy, and free.
Start a return here. You will need your order number before continuing. Your order number can be found on your order confirmation email/message or in your ‘My Account’ section.
HOW LONG DOES A REFUND TAKE?
Your refund should be processed within 7 working days of you sending your item back. Once we receive your item(s) back, our returns department will inspect and restock the goods. Your outstanding refund is then processed by our accounts department. You will receive an email confirmation for refund.
HOW DO I APPLY A PROMOTIONAL CODE?
You can add a valid promotion code during checkout under Discount Code.