Customer Care

Shipping

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items.

COO CULTE delivers AUSTRALIA WIDE & NEW ZEALAND and do not ship INTERNATIONALLY.

FOR OUR BESTSELLERS, COO CULTE PROVIDES FREE EXPRESS SHIPPING, AUSTRALIA WIDE! 

  • Orders placed prior to 3pm AEST Monday-Friday (excluding public holidays) will be dispatched that day.
  • Orders placed on weekends or Public Holidays will be processed and dispatched on the next business day.

ALL OTHER ORDERS WILL INCUR A RATE OF $7.95AUD FOR SHIPPING.

We use Australia Post for all our deliveries. All orders will be provided with a tracking number once order is despatched for your reference.

A signature is required upon delivery so please ensure you provide an address where someone is there to sign. If you would like to authorise for your order to be left at your door or in your mailbox please specify in the delivery instructions.

PLEASE NOTE: If you elect for your parcel to be left at your premises we cannot be responsible if the parcel goes missing.

FOR OUR BESTSELLER ITEMS, deliveries within Australian major cities can arrive within 1-3 business days from the date of dispatch. Some rural areas can take up to 5 business days.

FOR OTHER ITEMS, deliveries can arrive within 7-14 business days from the date of order. This is due to items being Hand Made for the order in EU.

Please contact info@cooculte.com.au if there is a longer than expected wait for delivery. During peak times, there may be a delay in delivery.

Returns & Exchange Policy

Here at COO CULTE, we want to make sure you are completely satisfied with your purchase. If for any reason you are not happy, you are welcome to return your item(s).

CONDITIONS

  • Please contact us WITHIN 14 business days from date of delivery.
  • Returns after this period will NOT be accepted.
  • All that we ask is that the items are returned to us in the same condition as they were sent out.

· Must NOT have been damaged, worn, altered or washed and all tags must remain attached.

· If the returns team deem it worn or not in it’s original condition, this will result in the item being sent back to you and the Return Number will be voided.

  • Exchanges will be sent via Express Australia Post. 

PLEASE NOTE: There is NO REFUND for sale items, unless deemed defective. Sale items are valid for a store credit or exchange. We do not offer refunds for change of mind on sale items.

HOW TO RETURN/EXCHANGE

All returns must follow the COO CULTE returns process:

Email info@cooculte.com.au to receive a Return Number and  instructions for how to return items from your order.

  • You MUST provide your original sales order number.
  • Explain your reason for return & if you require an exchange or a refund.
  • Print out the returns form once you have a confirmation email.
  • Place form inside return package.
  • Ensure you state on the front of the package whether it is an EXCHANGE or REFUND.

PLEASE NOTE: Allow 1-2 BUSINESS DAYS to receive an Return Number, if your exchange is urgent please call us on 0478 886 483.

Returns that have not been authorised will NOT be accepted.

Upon receiving your Return Number please ensure your parcel is back to us within 7 days  (we will be in contact with you once we receive it).

Return your goods to:

COO CULTE RETURNS
2 Jassa st, 
Bentleigh East
VIC-3165
 

FAULTY GOODS

We have high standards for our quality control. All goods are checked prior to dispatch. However, if you do receive faulty goods please notify us within 5 days of receiving your goods at info@cooculte.com.au .

If possible we will firstly REPAIR or REPLACE faulty items, otherwise a full refund will be provided.

Items damaged from wear and tear will NOT be considered as faulty.

PLEASE NOTE: Return shipping of faulty items will be refunded only to the value of shipping charges originally paid.


IMPORTANT INFORMATION

  • We do NOT refund shipping costs for goods returned, unless it is due to a fault in the garment.
  • All shipping costs for exchanges and refunds will be the responsibility of the customer.
  • Return shipping must be prepaid and a traceable method to ensure safe, documented and signed delivery. COO CULTE will not be responsible for missing incoming deliveries.
  • Returns or exchanges will only be accepted for purchases made through www.cooculte.com.au
  • You should expect to receive your refund within 4 weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).