I believe my package was lost or stolen, what should I do?
Unfortunately, we are not responsible for lost or stolen items.
Once orders have left The Culture Cosmetics warehouse the package is in the care of
the postal courier. If you think your package is lost or stolen please submit a claim directly with your courier and follow their guidelines. USPS and Fedex recommend waiting 14 days before assuming a package is lost. After 14 days, please call the customer service team of the courier.
- UPS customer service: 1-800-742-5877
How can I track my package?
Once your order has been fulfilled, you will receive an email from us with your tracking information. You can track the progress of your order directly on The Culture Cosmetics tracking page.
My package seems to have stopped moving?
If your package stops moving at any point, do not fret! It is still on its way to you. Occasionally, there may be delays due to weather events or a shortage of workers with your shipping carrier. If this happens, your tracking page will be updated with the latest shipping status.
If your package stops moving at any point, do not fret! It is still on its way to you and is likely just clearing customs. Occasionally, there may be delays due to customs or weather events. If this happens, your tracking page will be updated with the latest shipping status.
Can I cancel my order?
Unfortunately, we are not able to cancel an order once it has been placed.
I put the wrong address on my order, what should I do?
Please be sure to careful enter and review your shipping address when placing your order. The Culture Cosmetics is not responsible for orders delivered to the incorrect address provided by the customer
I have not received my order confirmation, what should I do?
Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation email after 24 hours, please contact us at email@example.com with your inquiry.
How can I check the status of my order?
Please log in to your account to check the status of your order. If you do not have an account, please refer to your shipping confirmation email to track your order.
I received incorrect items in my order, what should I do?
If you have received incorrect items in your order. Please contact
firstname.lastname@example.org within 48 hours of delivery, so that we can take care of this for you. In your email please include your order number along with a photo of the incorrect item you received.
What forms of payment do you accept?
We accept all major credit cards, Visa, Mastercard,American Express as well as PayPal, Apple Pay, and AfterPay!
*AfterPay is currently only available for customers
within the U.S.!
What is AfterPay?
AfterPay is a buy now, pay later payment solution that allows you to order online with us at any time and pay for it at a later date in 4 easy interest-free installments. No credit check is required to use AfterPay and no interest is charged.
Why was I charged twice?
You will only be charged for what you purchased. If you see duplicate charges, please give it a few days and it should fall off and the issue should be rectified automatically. However if it still remains and you are positive you only placed one order, please send us an email to
email@example.com with a screenshot of the duplicate charge for further assistance.
Are your products cruelty free?
Yes, we love animals and would never do any thing to harm them. We are also Leaping Bunny certified.
Are your products vegan?
Does The Culture Cosmetics use parabens or sulfates?
The Culture Cosmetics does not use
parabens or sulfates in any of our products.
Do you test your products on animals?
The Culture Cosmetics does not test products on animals, we are cruelty free and leaping bunny certified.
What temperature should I store these products?
We recommend storing your products in a cool dry place, away from direct sunlight and excessive heat.
RETURNS & ECHANGE
Due to health and hygiene reasons we do not accept returns at this time, ALL SALES ARE FINAL.
Due to the nature of our business we are not accepting exchanges at this time. We apologize for any inconvenience this may cause.
The Culture Cosmetics takes pride in processing and packaging your orders. Every order is carefully inspected, reviewed and labeled fragile prior to shipping to insure quality, and to maintain continued care with our shipping carriers. In an unlikely event that a product arrives damaged the customer must contact customer service at firstname.lastname@example.org within 48 hours of delivery. If a claim is not made within 48 hours of receipt we reserve the right to reject any claims of damages. The email must include the order number, clear photos of the damages, original boxes and packing materials along with a screen shot of your order confirmation email. If approved after careful review, we will notify the carrier of your issue within 2 hours. Once we receive approval from the carrier we will gladly send you a brand new product!
I refused my delivery, where is my refund?
A refused delivery will incur a $10 restocking fee and outbound shipping will not be refunded. Once we received and processed the return please allow up to business days for your refund to appear. KINDLY NOTE THAT REFUSED OR UNCLAIMED INTERNATIONAL ORDERS WILL NOT BE REFUNDED