Help and FAQs

Ordering Process:

1. How do I place an order?

  • You can place an order by selecting "Collections" or "Shop all"
  • Select the items you want and add them to your shopping cart.
  • Follow the checkout process, providing the necessary information.

2. Can I modify or cancel my order after it has been placed?

  • Yes, we allow customers to modify or cancel orders. Here’s a general outline of how you might be able to modify or cancel an order with us.

 Modification and Cancellation Time Frame

  • Orders can be modified or canceled within 24 hours of placement or before they have been processed for shipping, whichever comes first.

 How to Modify or Cancel an Order

  • To modify or cancel your order, please contact our customer service team as soon as possible:
    • Email: contact@chosenculture.us
    • Live Chat: Available on our website
    • Provide your order number and the details of the changes you wish to make or specify that you want to cancel the order.

 Confirmation

  • Upon successfully modifying or canceling your order, you will receive a confirmation email detailing the changes or confirming the cancellation.

 Refunds for Canceled Orders

  • If your order is successfully canceled, a full refund will be issued to your original payment method.
  • Refunds will be processed within 5-7 business days of the cancellation confirmation.

Conditions

  • Modifications to orders, such as changing the size, color, or shipping address, are subject to availability.
  • Once an order has been processed for shipping, it cannot be modified or canceled. In such cases, you may need to follow the return process outlined in our return policy.

3. What are the shipping options available?

  • We offer Standard Shipping, Express Shipping, and International Shipping. For more details, please refer to our Shipping Policy page.

4. How can I track my order?

  • Once your order is shipped, you'll receive a confirmation email with a tracking number. You can track your order on our website or through the carrier's website.

5. What should I do if my package is lost or stolen?

  • Information regarding lost or stolen packages can be found on our Shipping Policy page.

Returns and Exchanges:

6. Return Policy

Eligibility for Returns

  • To be eligible for a return, your item must be unused, unworn, unwashed, and in the same condition that you received it.
  • Proof of purchase (order number, receipt, or invoice) is required for all returns.
  • You have 30 days from the date you received your item to request a return.

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    Non-Returnable Items

  • Intimate Apparel: Due to hygiene and health regulations, items such as underwear and swimwear typically cannot be returned.
  • Final Sale/Clearance Items: Items sold at a significant discount or marked as "final sale" are usually non-returnable to help manage inventory and reduce financial loss on discounted products.
  • Gift Cards 

    • Return Process

     

  • Initiate a Return: Contact our customer service team at contact@chosenculture.us to initiate a return. Please include your order number and reason for the return.
  • Receive Authorization: Our team will review your request and provide you with a Return Merchandise Authorization (RMA) number and return instructions.
  • Ship the Item: Pack the item securely and include the RMA number inside the package. Ship the item to the address provided by our customer service team.
  • Inspection and Refund: Once we receive your returned item, we will inspect it and notify you of the status of your refund. If approved, we will process the refund to your original method of payment within [7-10] business days.

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    Damaged or Defective Items

    • If you received a damaged or defective item, please contact us within 7 days of receiving the order. We will arrange for a replacement or refund.

    Shipping Costs

    • Return shipping costs are the responsibility of the customer, except in cases of damaged or defective items.
    • Original shipping costs are non-refundable.

    International Returns

    • For international orders, please contact our customer service team for specific return instructions. Note that customers are responsible for all return shipping costs, duties, and taxes.

    7. How do I exchange an item?

    • If you need to exchange an item for a different size or color, please follow the Return Process and place a new order for the replacement item.

    Account Management:

    8. How can I create an account?

    • Click on the "Email" button below "Sign up for early access" and follow the instructions to create an account. Having an account allows you to track your orders and save your preferences.

    9. I forgot my password. How can I reset it?

    • Click on the "Forgot Password" link on the login page, and you'll receive instructions on resetting your password.

    Product Information:

    10. How do I find my size? - Click on the "Dimensions” section below the product description.

    11. Are the colors of the products accurate on the website? - While we make every effort to display colors accurately, variations may occur due to individual monitor settings. Please refer to our product descriptions for additional details.

    Contact Us:

    12. How can I reach customer service? - You can reach our customer service team via email at contact@chosenculture.us