- | Welcome to Kulture Shock's new web site.
- The product Doctor Who Retro Fourth Doctor Wash Bag has been added to comparison list.
Customer Service
- Shipping & Delivery
- Customer service is very important to us, so all orders which arrive before 12 noon for products that are in stock will be despatched that day (Monday to Friday). If there are any problems with this (for example items out of stock or that do not pass our packing quality checks) then we will e-mail you.
- For the UK we offer 2 levels of postage service. Our standard post costs £2.95 per order and all such orders are sent using the Royal Mail Tracked service. This means that all such orders are tracked from us to you. You do not need to leave a signature on receipt and you can notify us of a "safe place" where the parcel can be left if you are out. You can do this by sending us an e-mail with your order. All Royal Mail Tracked deliveries take 2-3 days.
- If you are in a hurry then we offer Royal Mail Guarenteed Next Day Delivery (Please note that next day is next working day, Monday to Friday, so orders placed on Friday will arrive Monday.). These orders are priced on the estimated shipping weight using the current Royal Mail shipping rates. The cost of this service will be displayed in the checkout process.
- For all overseas orders we use International Airmail or Airsure. Both of which are priority services. Airsure is faster and can be tracked all the way, whilst International Signed for is just tracked on delivery. The postal cost is calculated by the checkout using the Royal Mail shipping rates and the estimated shipping weight. The cost is displayed before you checkout.
- Europe orders will take about 5 days from despatch and the rest of the world from 7 - 14 days.
- If you are in the UK and your order has not arrived within a week please e-mail us. If you are in Europe please leave two weeks before contacting us, and three weeks for the rest of the world.
- Privacy & Security
- Kulture Shock values your privacy and will not pass your details on to any third party. The only exceptions to this naturally being our payment gateway, who use your address details to validate your card payment, and the postage service who deliver your parcel.
- Your security is paramount with Kulture Shock. Your name and address details are kept encrypted on our database and only authorised employees have access. We do not keep any card data. Indeed we do not even see any card data as all this is handled by our payment processor (Sage). Kulture Shock is fully PCI compliant.
- Returns & Replacements
- Kulture Shock has a no quibble guarentee. If for ANY reason you change your mind simply return the goods to us and we will refund you. You can change your mind up to 7 days after DELIVERY all we do require is that the goods are up-opened and in their original new condition. You have to pay the return postage costs and we only refund the costs of the goods (not the cost of sending them to you). When returning goods please contact us first and include your invoice in the parcel. This speeds up the refund process.
- This does not affect your statutory rights. If we have sent the wrong items to you, or if anything is defective please e-mail us as soon as possible and we will offer a replacement or a full refund. In most cases we will require you to return the goods to us, and we will refund the return postage costs.
- Most of the goods we sell are not toys and are packaged with ties and other protective measures by the manufacturers. Care should be taken in unpacking as we will not consider the goods as defective if you have damaged them by pulling them out of the packaging without the necessary care. Likewise as these are not toys, children can break them. This again is not a manufacturing defect.
- Ordering
- To place an order, you add the item(s) to your cart and go to the checkout. In the checkout process you will need to select the delivery service and enter your billing and optionaly the delivery address. (We assume that the billing address is the delivery address unless otherwise informed).
- When you go through the checkout procedure you can either create an account with us, or purchase as a guest. If you create an account then you can view your order progress and it is easier to re-order from us.
- Payment, Pricing & Promotions
- All our prices include VAT at the current rate. If the order is being shipped outside the EU, then this VAT will be deducted automatically in the checkout procedure.
- Whilst we make every effort to ensure that our prices are correct, we may make a mistake. If we have quoted the wrong price then we will e-mail you before completing the order.
- If you pay using a debit or credit card then we do not take any money from your card until we pick the goods for packing and despatch. If you pay by Paypal, then Paypal will take the money and hold it. We do not draw down from paypal until we despatch the goods.
- We would prefer that you do NOT pay by paypal for pre-order items, as we would rather you held on to your money.
- Viewing Orders
- If you created an account when you placed your order, then you can log in to your account at any time and view your order(s) and their progress. You can also subscribe to our newsletter or change your account details.
- Updating Account Information
- To change your account details simply log into your account and change them. Please note that this will NOT change the delivery details on any order. If you have made a mistake on the delivery details, or if for any reason you want to change the delivery details, please e-mail us.
