General CultureFly Exchanges and Returns
If you are looking for information about a subscription box, please refer to this page.
I received a broken or damaged item. What should I do?
Any damages, refunds or replacement requests must be requested within 30 days of receiving your shipment. Due to inventory changes, we do not guarantee that all requests will be accommodated as requested. Once processed, you will be asked to verify your shipping address and you will receive new tracking information.
We do not offer refunds or replacements for items that have been used, washed or tampered with.
As a mystery style subscription, we do not offer returns, refunds or credits for the dissatisfaction of subscription contents.
You may reach out to our customer service attaching photos or videos of your damaged product in an email with the full name and email associated with the account.
We will be able to replace the item/s unless the item is not in stock, then we will offer a refund for the damaged item.
Please do take note that waiting for a replacement can take up to 8 weeks.
Send an email with a picture of the damaged item to: email@example.com
If you purchased one of our boxes or bundles and a full return of the box is approved, the box will need to be returned to us unopened and in the original shrink-wrap.
I received the wrong size apparel for my order. What should I do?
Our team should be able to help! If you received the wrong size apparel please send an email to firstname.lastname@example.org and we'll do everything we can to fix it!
How long do returns take to process?
Returns take 3-5 business days to be processed.
How long does it take for a refund to process?
If you are receiving a refund through your bank, it should take 7-10 business days for it to process.
If you are receiving a refund through PayPal, it should take 5-7 business days for it to process. *The reason why we may ask for your PayPal as a way to process your refund is due to the timeframe since you last made your order.
We do offer refunds by mail-in check. This may take up to 7-10 business days to arrive.
Please note: CultureFly is not responsible for the payment of the return shipping. However, if you are exchanging an item for another one, the new item will be shipped back to you for free. If the item doesn’t fit and you would prefer a refund we will credit you back on the card you used for the purchase. However shipping costs will not be refunded.
I purchased one of your items at a retailer and there was a damaged item inside/item missing from the box. Can you replace it for me?
Unfortunately, you would need to go through the original retailer you purchased your item from.
Example: You purchased an Animal Crossing Collector's Box at Target, but the peach was missing. You would need to reach out to the Target you purchased from to be able to be set up for a replacement.
I ordered one of your collector's boxes and it arrived dented, can you replace it?
We put a lot of thought into designing our boxes to make sure they are visually appealing. Please keep in mind the box is primarily for shipping and is designed to protect what’s inside. We do not offer replacements for any damaged box.