Had an issue with Culture Kings? Get a real response.
Culture Kings, is known for its range of clothing, footwear and accessories from top streetwear brands. When making a complaint to Culture Kings, you're given the option of calling, utilising the website's live chat or online form, or visiting a store in-person. Culture Kings has been praised for its quick and friendly support staff, who offer quick fixes, like refunds, replacements or returns, where possible, and can often resolve issues instantly in-store or via live chat.
Many go to Culture Kings with complaints about lost orders, duplicate charges and unexpected handling fees, and oversold stock of popular items. Most issues can be resolved instantly, or within a couple of days, although complex issues may take longer. It's recommended you keep all receipts and make a note of staff names and reference numbers during the complaints process, which are useful to have if you need to do any repeated follow ups.
If your complaint is not progressing you can start by switching up your contact method, like moving from email to a phone call, or visiting staff in-store for a more immediate fix. If all else fails, external agencies like the ACCC, or your state's Fair Trading body can help take things further.
How to submit a complaint with Culture Kings
To lodge a complaint with Culture Kings, follow these steps:
- Gather details: Have your order number, receipts, purchase date, and photos (if applicable) ready.
- Choose a channel:
- Phone: Call 1300 254 647 in Australia (Mon–Wed 7am–6pm AEST, Thu–Fri 7am–9pm AEST).
- Live Chat: Click “CHAT” on the Culture Kings website for real-time support.
- Online Form: Use the Submit a Request page to file a written complaint (expect a response within 48 hours).
- Social Media: Message them via Instagram (@culturekings) or Facebook.
- In-Store: For in-store purchases, visit the store with receipt. Staff can exchange or credit faulty items on the spot.
- Phone: Call 1300 254 647 in Australia (Mon–Wed 7am–6pm AEST, Thu–Fri 7am–9pm AEST).
- Explain clearly: Describe the issue and your desired resolution (refund, replacement, exchange).
- Provide evidence: Attach photos/screenshots of order confirmations, defects, or delivery errors.
- Save references: Note any case ID, agent name, or confirmation email for follow-up.
- Follow up: If you don’t hear back within 48 hours, call or reply to the ticket email with your reference number.
💡 Tip: For urgent issues (wrong size, address corrections), phone or chat is fastest.
Once your complaint is logged, here’s what to expect:
- Acknowledgment: Email or chat confirmation arrives within 1–2 business days. Live chat/phone support often resolves issues immediately.
- Case assignment: A support rep will oversee your case until its closure.
- Resolution timelines:
- Order errors: Fixed within days (address changes same-day, replacements within a week).
- Faulty items: Refund, replacement, or credit after photo review.
- Lost parcels: Investigation with couriers may take 1–2 weeks.
- Refunds: Processed via online returns portal. These are usually back in your account within a few business days. Instant refunds are available via Refundid.
- Order errors: Fixed within days (address changes same-day, replacements within a week).
- Communication: Expect proactive updates (emails with tracking/refund confirmations). For delays, reps may waive fees or offer discounts.
- Outcome: Most cases end with refunds, credits, or replacements. In rare missteps, supervisors often intervene with goodwill gestures (e.g., gift items, discounts).
Common complaints against Culture Kings
Typical complaint themes include:
- Shipping & delivery: Packages marked “delivered” but missing; wrong address deliveries.
- Order errors: Wrong size/item shipped, or stock oversold on high-demand drops.
- Payment/charges: Duplicate charges or unexpected handling fees (e.g., AU $8.95 online returns fee).
- Returns/refunds: Misunderstandings (no refunds for in-store change-of-mind; online refunds only via portal).
- Communication: Rare slow replies or unhelpful agents, though most reps are praised for quick, friendly service.
Culture Kings complaints submitted through Ajust
I felt completely worn down trying to deal with Culture Kings. After returning two orders, the slow replies and rude service made everything harder, and then some of my money just went missing. Even when I was promised a refund, it turned into a gift card instead of going back to my bank. It felt like nobody was listening or taking responsibility. - Bradley
I reached out about a clear manufacturing defect in the shoes I bought, but all I got back were automated emails asking for the same details. After sending photos and leaving voicemails, there was still no real response. It left me feeling ignored and unsure if the issue would ever be fixed. - Peter
I only received one item from my order even though I paid for multiple pieces. I needed everything for an event, and having most of it missing was incredibly frustrating. I contacted Culture Kings hoping for quick help, but I had to chase them just to find out what was happening with the rest of my order. - Stephan
I bought a shirt and within four weeks it started falling apart. This was already the second time I’d tried to get help, and once again I couldn’t get a reply from Culture Kings. Being completely ignored made the whole situation feel even worse, especially when all I wanted was a simple replacement. - Zac
How other consumers Culture Kings complaints got resolved
Missing Package: A customer never received a $120 order, though it was marked delivered. Culture Kings offered them store credit. The customer pushed back, citing courier proof, and pursued a refund.
Faulty Item: A customer with a faulty zipper received a full refund after emailing Culture Kings photos of the issue.
Order Glitch: A $400 order processed without confirmation. After contacting support, the order was located, shipped, and express fees were refunded as a gesture of goodwill.
If Culture Kings' support doesn’t resolve your issue:
- Internal escalation: Ask for a manager or supervisor review.
- Try multiple channels: If email is slow, call or use live chat. Mention your case number.
- External consumer agencies:
- Fair Trading/Consumer Affairs in your state can mediate disputes.
- NZ Commerce Commission for New Zealand shoppers.
- BBB or FTC for US-based issues.
- Fair Trading/Consumer Affairs in your state can mediate disputes.
- ACCC escalation: File a report if you believe Culture Kings is breaching Australian Consumer Law (systemic refusal of refunds for faulty items, etc.).
- Chargeback (last resort): If goods/services weren’t delivered or refunded, file a dispute with your bank or PayPal.
- Australian Consumer Law (ACL): Protects your right to refunds/replacements for faulty goods.
- State Fair Trading (NSW, QLD, VIC, etc.): Mediates complaints when a direct resolution fails.
- ACCC: Enforces consumer law nationally.
- International:
- NZ: NZ Commerce Commission or MBIE Consumer Protection.
- US: Better Business Bureau (BBB) or state Attorney General.
- Other regions: Local consumer protection agencies.
- NZ: NZ Commerce Commission or MBIE Consumer Protection.
- 📞 Phone: 1300 254 647 (AU)
- 💬 Live Chat – real-time online support
- 📝 Submit a Request Form – online complaint form
- 📦 Returns Policy – 30-day exchange/store credit, refund portal rules
- 🔗 Online Returns Portal – submit returns/refunds online
- 🛑 Faulty Item Report – attach photos for faulty/incorrect items
- ⭐ Trustpilot Reviews – see how Culture Kings responds publicly
- ⚖️ NSW Fair Trading Complaints
- ⚖️ ACCC – Consumer Complaints
Culture Kings Complaints FAQs
How long does Culture Kings usually take to respond to a complaint?
Culture Kings usually acknowledges complaints within one to two business days, though live chat or phone support can resolve issues immediately. This timing helps you know whether to wait or follow up quickly. If you haven’t heard back within 48 hours, replying to your ticket email or calling with your case number is the fastest way to keep things moving.
What evidence should I prepare before lodging a Culture Kings complaint?
The best evidence includes your order number, receipts, purchase dates, and photos if your item is faulty. Having these ready speeds up Culture Kings’ assessment and reduces back-and-forth. Clear proof helps the support team verify your claim quickly, which can lead to faster refunds, replacements, or parcel investigations.
What outcomes can I expect once Culture Kings reviews my complaint?
Most complaints end with a refund, store credit, or a replacement once Culture Kings verifies the issue. Their team assigns a case owner who updates you as the investigation progresses. Address errors, faulty items, or order mix-ups are usually resolved within days, while courier investigations for lost parcels can take one to two weeks.
What should I do if Culture Kings doesn’t resolve my issue or stops responding?
If Culture Kings doesn’t resolve your complaint, you can escalate internally by asking for a manager or trying another channel like phone or chat. If that still doesn’t help, external bodies such as your state’s Fair Trading office, the ACCC, NZ Commerce Commission, or the BBB (US) can step in. As a last resort, you may request a chargeback through your bank if goods weren’t received or refunded.
You’ve done your part, now it’s time to hold Culture Kings accountable.
Take the final step and submit a complaint that gets seen and responded to.