Help Center

Answers to the questions we get most often. If you don't find what you need here, email us at help@cultureliving.store and we'll get back to you.

Orders & Shipping

How long will my order take to arrive?

Every order is processed within 1–3 business days of payment confirmation. After that:

Standard shipping: 7–30 business days
Express shipping: 5–10 business days

Delivery times are estimates, not guarantees. Customs processing, public holidays, and carrier delays can all push things later.

Do you offer free shipping?

Yes — standard shipping is free on orders over $70.

Why did my order arrive in more than one package?

If you order multiple items, they may ship separately and arrive on different days. This is normal and doesn't mean anything is missing. Each shipment gets its own tracking number.

Will I have to pay customs or import duties?

International orders may be subject to customs fees or import duties. These charges are set by your country's customs authority, aren't included in your order total, and are the customer's responsibility.

My order hasn't arrived. What now?

If 30 days have passed and your order still hasn't shown up, email help@cultureliving.store and we'll investigate right away.

Tracking

How do I track my order?

Once your order ships, you'll get a confirmation email containing your tracking number. Full instructions are on our Track Your Order page.

My tracking number isn't showing any updates.

Tracking often takes several days to register after the shipping notification goes out, and international shipments can go quiet for stretches while in transit. See Track Your Order for what's normal and when to worry.

Returns & Refunds

What is your return window?

You have 30 days from the day you receive your item to request a return.

What condition does the item need to be in?

Items must be in the same condition you received them — unused, with tags, and in the original packaging. You'll also need your receipt or proof of purchase.

How do I start a return?

Email help@cultureliving.store to request one. If it's approved, we'll send you a return shipping label along with instructions on how and where to send your package.

Please don't ship anything back before requesting a return — items sent back without an approved request can't be accepted.

My item arrived damaged, defective, or wrong.

Please inspect your order as soon as it arrives and contact us immediately at help@cultureliving.store. Send along photos if you can — it helps us evaluate the issue and make it right faster.

What can't be returned?

Gift cards are non-returnable. We also can't accept returns on perishable goods, custom or personalized orders, personal care goods, hazardous materials, or flammable liquids and gases. If you're unsure about a specific item, just ask.

Can I exchange an item instead?

The fastest route is to return the item you have and place a separate order for the one you want, rather than waiting on an exchange to process.

When will I get my refund?

We'll let you know once we've received and inspected your return. If it's approved, you'll be refunded to your original payment method within 10 business days. Your bank or credit card company may take additional time to post it. If more than 15 business days have passed since we approved your return and you still don't see it, email help@cultureliving.store.

I'm in the EU. Do I have additional rights?

Yes. For orders shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. The same condition requirements above still apply.

Products

Will the color match what I see on screen?

We work hard to photograph our pieces accurately, but colors and finishes can look different depending on your screen, its settings, and the lighting in your room. Natural materials like wood, glass, and brass also vary slightly piece to piece — part of what makes them worth having.