FAQ’s

FAQ’s main image FAQ’s image

How to pronounce Culturesse?  

 

When will I receive my order?

Your order will be dispatched from Melbourne, Australia. If you choose Standard Shipping, it may take 2-6 business days depending on your location. If you choose Express Shipping, your order will be sent via Australia Post Express Shipping (Next Business Day Delivery subject to Australia Post Networks). 

In some cases where state public hoildays are involved, there might be one business day delay in receiving your parcel.

 

Where do I get my pruchase invoice?

 An invoice will be sent to the email address you have provided automatically after your purchasing is made. We use digital invoice in PDF file aiming to help saving trees and resources. Should you need a paper invoice, please email us and let us know, we will send the paper invoice along with your purchase upon your request. 

 

Who will deliver my order to me?

Your order will be delivered by either Australia Post or one of our preferred couriers.  If you provide a PO Box address, it will be Australia Post.

 

Can I track my order online?

We will provide you a tracking number for your order. You can track the order through the carrier’s website.

 

Is my delivery insured against damage or loss?

Yes, all tracked consignments are covered for damage or loss.  If the order seems to be taking too long to reach you, or arrives damaged, please contact us immediately so we can assist.

 

Is there a signature required when receiving parcel(s) sent by Culturesse?

'Signature on Delivery' is an optional choice which you can choose to add on or not before your final checkout. The extra cost for 'Signature on Delivery' is $2.95 (Australia Post standard charge). We use Australia Post Safe Drop for orders that opt out the 'Signature on Delviery' option. It is recommended that you select this little extra protection when ordering high value products or when your delivery address is a workplace-related one.

 

What can I do if the delivery seems to be taking too long?

Please check the online tracking first using the tracking number provided to you. Please Contact us if you believe you have waited longer than expected. We will then contact Australia Post and get back to you as soon as possible. If you decide to open a Delayed or Lost Parcel investigation with Australia Post, we recommend that you authorise us to access the case, so we can also enquire with Australia Post and provide more information on our side to better help reslove the issue. Without this, we will not be able to assist. If we open a Delayed or Lost Parcel investigation with Australia Post, we will authorise you to access the case and provide you with the case number, so that you can directly discuss your case with Australia Post. 

 

What is the delivery time frame for international orders?

It varies from countries to countries. We use Australia Post for all deliveries and you can get an estimated delivery time frame via this info page: https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/

All orders are fully tracked. You can also check your order delivery status using the Tracking Number provided on dispatch via this site: https://auspost.com.au/mypost/track/#/search

 

Where are you located?

We are located in Melbourne, Australia.

 

Where do you ship your products from?

We ship everything from Melbourne, Australia.

 

If I need to return something, what do I do?

For hygiene reasons, earrings are not returnable once the package is opened. We will accept returns for products that arrive damaged or are not what you ordered once you have emailed us clear photographs as evidence and your request is made within 2 business days of receving the order. You will need to pay for the postage to send it back to us and must provide us with a valid tracking number.  Upon receiving the item, we will reimburse you for the return postage and send out a replacement (or if stocks are exhausted, refund you in full for that item purchased).  Please refer to our Returns Policy here for full details.

 

Can I cancel my order?

No, orders placed through our website are final.

 

How can I contact you?

You can contact us via email at love@culturesse.com.au or via our contact page.  We’ll reply as quickly as we can, at the most by the next business day.

 

I don’t have pierced ears.  Can my earrings be converted?

Some of our earrings can be converted, and some cannot.  We tell you on each product page whether that pair of earrings can or cannot be converted.  You can choose the colour of the converters on the product page, and the earrings will be converted for you. Just to show the love , our earring conversion service is free.

 

Regarding holiday shipping, when shall I place my order if I want to receive it before Christmas?

Christmas month is always a shipping peak season and may result in order delay. 

For domestic orders, we recommend that you place your order at least 2 weeks before Chrismas to ensure it reaches you in time. We recommend selecting Express Shipping. 

For overeas orders, we recommend that you place your order at least 1 month before Christmas to ensure it reaches you in time. We recommend selecting Express Shipping.