Bought something from Culture Kings that broke too soon?
What does Culture Kings's warranty cover?
- Faulty or Defective Products: Covered under Australian Consumer Law – entitles you to a refund, replacement, or repair depending on severity.
- Case-by-Case Assessment: No fixed warranty period; instead, coverage is based on what’s “reasonable” for the product’s expected lifespan.
- Major vs. Minor Faults:
- Major faults: Refund, replacement, or compensation (your choice).
- Minor faults: Item can be repaired or replaced.
- Major faults: Refund, replacement, or compensation (your choice).
- All Product Categories Covered: Apparel, sneakers, accessories, headwear, and more.
- Change-of-Mind Returns: Not part of warranty coverage, but consumer rights still apply for faulty items (even final sale).
How to claim a warranty with Culture Kings
- Stop Using the Item: Prevent further damage if possible (e.g., don’t keep wearing faulty shoes).
- Gather Order Info: Find your order number and purchase date (from receipt or email confirmation).
- Take Evidence Photos: Clear images of the fault and full item; include soles for shoes, or full garment view for clothes.
- Contact Customer Support:
- Online Form: Submit via Culture Kings Help Center – Faulty Item.
- Email: Send details/photos to orders@culturekings.com.au.
- Phone: AUS: 1300 CKINGS, NZ: 0508 254 647, US: +1 424-372-8454.
- Online Form: Submit via Culture Kings Help Center – Faulty Item.
- Provide Extra Info if Requested: Sometimes they’ll ask for product tags, barcodes, or packaging shots.
- Wait for Assessment: Usually within 1–3 business days you’ll receive a resolution.
- Resolution Options: Refund, replacement (if in stock), or store credit. Return shipping for faulty items is covered by Culture Kings.
Exclusions & limitations - when Culture Kings's warranty doesn't apply
- User-Caused Damage (accidents, misuse, neglect).
- Normal Wear & Tear (fading, fabric pilling, creasing on sneakers).
- Long-Term Heavy Use: Items breaking down after extended usage may be deemed end-of-life.
- Altered/Modified Items (tailoring, customisations, third-party repairs).
- Final Sale (non-faulty items): Not eligible for change-of-mind returns, but still covered if defective.
- Limited Edition/Out-of-Stock: Refund or store credit provided if replacement isn’t possible.
Required documentation for Culture Kings warranty claims
- Proof of Purchase: Order number, receipt, or invoice.
- Photographic Evidence: Clear, focused photos/videos of the fault (plus full-item view).
- Tags/Barcodes: Snap photos of labels or shoebox barcodes.
- Description of the Issue: Brief explanation of what’s wrong and when it occurred.
- Return Shipping Proof: If asked to send it back, keep your postage receipt (Culture Kings reimburses for faulty returns).
How long does the warranty claim process take with Culture Kings?
- Acknowledgment: Instant confirmation email after claim submission.
- Agent Response: Usually 1–3 business days (often faster).
- Assessment: May require additional info/photos.
- Resolution:
- Refunds: Initiated quickly; banks take 3–7 business days to post.
- Replacements: Shipped within 1–2 business days of approval.
- Store Credits: Applied immediately after return processed.
- Refunds: Initiated quickly; banks take 3–7 business days to post.
- Overall Timeline: Many claims resolved in 2–7 days. More complex cases may take slightly longer if inspection/shipping is required.
Culture Kings cases submitted through Ajust
My Adidas sneakers started falling apart not long after I bought them, and trying to get Culture Kings to help was a nightmare. I sent photos and emails but just got automated replies. It shouldn’t take weeks of chasing to replace a defective product. - Peter
Four weeks after buying a shirt, the seams came undone and the fabric started fraying. I reached out to Culture Kings for a replacement and got no response. It’s frustrating when a brand ignores you instead of standing by its quality. - Zac
Recent Culture Kings customer warranty experiences
Smooth Refund: A faulty hoodie zip was resolved quickly with a refund and helpful support, keeping the customer loyal.
Claim Denied (Usage Issue): A sneaker fault claim was denied because shoes were worn before reporting. (Lesson: inspect items before use.)
Delayed Response: Some customers experienced slower replies. Persistence and using alternate contact methods (chat, phone, social DMs) helped escalate cases.
Official Culture Kings Warranty Policies & Support Links
- Culture Kings Warranty Info (Help Center) – FAQs on faulty products.
- Faulty Item Claims Guide – Step-by-step faulty claim instructions.
- Returns & Exchanges Policy – Includes warranty/faulty item conditions.
- Email: orders@culturekings.com.au
- Phone: AUS: 1300 CKINGS | NZ: 0508 254 647 | US: +1 424-372-8454
- Live Chat – Available via website Help Center.
- Store Locator – Handle warranty claims in-person.
Culture Kings Warranty FAQs
What does the Culture Kings warranty actually cover under Australian Consumer Law?
Culture Kings’ warranty covers faulty or defective products under Australian Consumer Law, guaranteeing a repair, replacement, or refund. The outcome depends on whether the fault is major or minor. There’s no fixed time limit—coverage lasts as long as it’s reasonable for the product’s lifespan. All items, from sneakers to apparel and accessories, are covered. Change-of-mind returns aren’t part of the warranty, but you’re still protected for defects even on sale items.
How do I file a Culture Kings warranty claim for a faulty product?
To claim a Culture Kings warranty, stop using the faulty item and collect proof of purchase and photos of the defect. Submit your claim online via the Help Center or email orders@culturekings.com.au with images and order details. You can also call customer support in Australia, New Zealand, or the US. Most claims are reviewed within 1–3 business days, and outcomes include a refund, replacement, or store credit, with Culture Kings covering faulty-item shipping.
What isn’t covered by the Culture Kings warranty?
The Culture Kings warranty doesn’t cover damage caused by misuse, accidents, or neglect, nor normal wear and tear such as fading or sneaker creasing. Items altered or customised are also excluded. Final sale items can’t be returned for change of mind, but if they’re faulty, you still have full consumer rights. Long-term use issues may be considered end-of-life rather than defects, so reporting problems early helps ensure coverage.
How long does the Culture Kings warranty process take from claim to resolution?
Most Culture Kings warranty claims are resolved within 2–7 business days. You’ll receive an instant email confirmation, then an agent review within 1–3 days. Refunds are processed quickly but can take banks up to a week to post. Replacements usually ship within two days of approval, and store credits apply immediately. Complex claims involving inspections or shipping may take slightly longer but remain closely managed by the support team.
If you don’t act now, you might lose your rights.
We’ll help you file a complaint and use your warranty the way it was meant to work.