Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and all the original package contents need to be included. If you're missing items or the original packaging, please contact us and we will help you with this matter.

To start a return, you must contact us at support@culistar.com and our support team will assist you further with the return process. 

If your return is accepted, we’ll personally guide you through our return process and provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at support@culistar.com.

 

Return Policy: How to Return Your Order

Step 1: Contact us
Please contact us first to let us know that you would like to return your order. Include your order details and the item(s) you wish to return.

Step 2: Use the return label provided by us
Once your return request has been approved, we will provide you with a return shipping label. Please use this label to return the package to us and follow the return instructions included in our email.

When using the return label provided by us, you do not need to purchase or arrange a separate shipping label yourself. We recommend keeping the proof of shipment until your return has been received and processed.

If you choose not to use the return label provided by us and instead arrange the return shipment yourself, any shipping costs will be at your own expense and will not be reimbursed.

Step 3: Send the package and keep your proof of shipment
If you use the return label provided by us, please hand the package in with the designated shipping carrier and keep your shipping receipt or other proof of shipment until the return has been successfully received.

If you choose to send the return using your own shipping label, you are fully responsible for the shipment. In this case, you must notify us after sending the package and provide us with proof of shipment, such as the track & trace code and shipping date.

If you use your own shipping method and do not provide us with the tracking information, we may be unable to monitor the shipment or collect it if it is delivered to a pickup point. If the package is subsequently returned to you because we were not informed and were therefore unable to collect it, you will be responsible for any additional costs required to send the package to us again.

Step 4: Confirmation of receipt
Once we receive your returned package, we will inform you by email and let you know that we are processing your return. We try to process your return as quickly as possible.

Step 5: Refund processing
After your return has been processed, we will notify you by email and begin the refund process.

 

Refund payment

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@culistar.com. 

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, in its original packaging and all the original package contents need to be included. You’ll also need the receipt or proof of purchase.