About Kotton Culture
We currently do not operate any brick & mortar stores under our brand name.
However, we are present on several online marketplaces across North America, Asia, Europe, and Africa.
Kotton Culture sends an automated message to you on the email address or the phone number that you provide while placing your order. We request you to check all folders in your email account including Spam.
To ensure our emails reach you, add the domain kottonculture.com to your safe senders list in your email settings.
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 numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 10 AM CST Monday to Friday.
If you're missing part of your order, it is possible that 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.
We advise you to inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received 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 email@example.com
SHIPPING & DELIVERY
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.
We use FedEx and DHL to send most of our orders.
Kotton Culture reserves the right to use discretion in any circumstances where it makes more sense for to use an alternative delivery method.
RETURNS & REFUND
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 will not be provided.
Returns are quick, easy, and free.
Start a return here on the website.
You will need your order number handy before continuing. Your order number can be found on your order confirmation E-mail/SMS or in your ‘My Account’ section.
Then, follow these simple steps below:
1. Repack your items.
2. Once you have filled in the return form, you’ll be emailed a shipping label. Securely package your items and be ready for a return pickup from your address. Make sure to keep your proof of postage or order.
3. Keep an eye on your return tracking. You'll get an email once we receive your returned item. Upon inspection of the item, you’ll receive your refund in up to 7 days.
View our full returns policy here: Return Policy
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.
Discounts & Promos
You can add a valid promotion code during checkout under Discount Code.