Frequently Asked Questions

Special Offers and Promotional Events

Do you offer a discount on first purchases?

Yes. Please subscribe to our newsletter to receive a unique code for $40 off your first order. This order must be $200 or more.

Do you offer trade or designer discounts?

Yes. Please complete our application form and we will be in touch.

Do you ever have sales?

Please subscribe to our newsletter to be the first to hear of any upcoming promotional or subscriber events.

Do you have a VIP program?

Yes. Discover more about our VIP program here.

My discount is about to expire but the item I want is out of stock. Can I extend it?

Yes. Please contact us at info@cultiver.com and we can assist you.

Can I use my first purchase discount code in store?

Yes. Please provide our staff with the email address associated with the code at checkout.

Do you price adjust?

If previously purchased pieces are marked down within 7 days of the original order date, we will adjust the price of the purchase, once.

To receive a price adjustment, contact us at info@cultiver.com with your original order number and request. Eligible refunds will be applied to your original form of payment.

Shipping, Returns and Exchanges

Do you offer free shipping?

Yes. We offer complimentary shipping on full-priced orders within Australia. Express shipping is available for a flat rate of $10.

All international orders will incur a $45 flat rate shipping charge. International orders may also have duties/taxes applied which will need to be paid, sometimes prior to the release of your goods. If you have any questions about this, the best thing would be to contact your local customs authority.

Items purchased during a sale or promotional period may have a flat rate shipping charge applied.

If you are a New Zealand customer, you can also purchase CULTIVER goods at Father Rabbit, our exclusive stockist in New Zealand. Father Rabbit offers free shipping within New Zealand on all orders over $75.

How quickly will my order ship?

Orders of in stock items placed before 12pm (AEST) will be dispatched on the same day. Order placed before 2pm with express shipping will also be dispatched on the same day. All orders placed after this time will be dispatched the next business day.

If you place your order after these cut-offs and require same day shipping, contact us and we will endeavour to help.

Please note during holiday or promotional periods, dispatch timeframes may be extended.

Please note that as at October, 2021, Australian delivery networks are busier than usual which may cause slightly longer delivery times for both standard and express orders. Following the shipment of your order, you will be able to monitor the delivery of your parcel using the delivery tracking links issued to you.

How do I process a return?

Follow the prompts to process a return here .

Contact us for instructions on international returns.

What is your returns policy?

View our shipping and returns policy here .

Can I exchange my order?

To exchange your order, apply for a return here . During the return process you can select either a refund or store credit which can apply as an exchange.

Where do you ship?

Andorra
Australia
Austria
Belgium
Brazil
Bulgaria
Cape Verde
China
Croatia
Czech Republic
Fiji
France
Germany
Gibraltar
Greece
Greenland
Hong Kong
Hungary
Iceland
India
Indonesia
Ireland
Israel
Italy
Japan
Luxembourg
Malaysia
Mauritius
Mexico
Monaco
Netherlands
New Zealand
Norway
Poland
Portugal
Romania
Saudi Arabia
Singapore
Slovakia
South Africa
South Korea
Spain
Sweden
Switzerland
Taiwan
Thailand
Ukraine

Do you ship to the USA or Canada?

How long will my return take to process?

Please allow 5-10 business days from the day your return is received for us to process your refund or store credit. You will be notified via the email you provided once your refund or store credit has been issued.

Can I return an online order at a CULTIVER store?

Yes. Our store staff will need to ensure your return meets our return policy requirements.

Do you ship to PO boxes?

Yes. We ship via AusPost for PO boxes.

Can I return something purchased as a gift for me?

Please contact us and provide as much information as you can. We will try our best to accommodate, but sometimes this is not possible.

How do I return something I purchased from one of your stockists?

You will need to contact the stockist you purchased from directly to return the item.

Stockists, Wholesalers and Trade Customers

Do you offer trade discounts?

Yes. Please complete our trade application and we will be in touch.

How do I place an order?

Place all orders via the Wholesale/B2B Portal. You can access the portal by logging in via Wholesale.

What if my 'Wholesale Login' isn't working?

If you have an account set up but cannot access it, contact us at wholesale@cultiver.com.

If you have a CULTIVER Designer Account, login here.

Designers

Do you offer designer discounts?

Yes. Please complete our designer application and we will be in touch.

How do I place an order?

We will send you instructions on how to activate your account and place an order once we’ve reviewed your application.

What if I can't access my account?

Contact us for assistance on customer-care@cultiver.com.

Will my order come with an invoice?

No, only a linen care information card will come with your order. An invoice will be included in your order confirmation email, or you can access your invoices when logged in under 'My Account'.

How do I pass on the cost to my client?

If you select ‘Bank Transfer’ at checkout, you can then pass our bank details on to your client for payment. Please note, full payment must be paid prior to dispatch.

How long will my order take to ship?

Items that are in-stock will be dispatched within 1 business day. If express shipping options are available it will be displayed at checkout.

Do you offer product loans for shoots?

Yes. Please contact us with the details of your shoot and a wish list of products and we will try our best to accommodate.

Ordering

What if an item I want to order is out of stock?

Join our waitlist on the product page and you will be notified once the item has restocked online.

Can I change my order after placing it?

We cannot guarantee any changes to your order once it has been placed. Please contact us as soon as you can if you notice an error and we will do our best to accommodate.

Can you do custom requests?

In most cases, no. If you’re interested in a large quantity of custom pieces,contact us and we will do our best to accommodate.

Should I wash my products before using them?

Yes. Please ensure, however, that you are satisfied with the colour, feel and sizing before washing. We will not accept returns for items that have been washed.

Can you split or swap products in sets?

No. We do, however, offer a Build A Set feature where you can create your desired set from separates.

I think my product is faulty. What can I do?

Please contact us with your order number at customer-care@cultiver.com and we will be in touch. Please note that we require a photo of your concern to be able to assess any faulty items for a resolution.

There is an imperfection on my linen. Is this normal?

As a natural fibre, there are often small inconsistencies in the weave of the fabric. This perfectly imperfect texture is part of the beauty of linen. As linen experts, we know what is considered to be normal, so please contact us with any questions you may have.

Can I get a replacement for a lost or broken button?

Yes. Please contact us and we can provide a replacement.

Can I request an item in a different size/colour to what is shown?

We are constantly reviewing our range, and consider customer feedback when introducing new products or colours. Please contact us with any suggestions of products you would like to see added to our range.

What documentation will be included with my order?

In efforts to reduce our paper use, the only documentation included in your order will be a linen care information card. No pricing information will be listed, should the recipient be receiving the order as a gift.

Our Colours

Why does the colour I received look different to how it looks online?

Unfortunately, we cannot guarantee how the product may look on your device, as colours can change from screen to screen. We encourage you to request a swatch, visit us in store, or find your closest stockist to confirm the colour before you purchase.

You can also contact us if you would like to see pictures of different colour combinations to help you decide.

Do your colours change between batches?

As linen is a natural fibre, there may be slight variations in some colours between seasons. As our Natural linen is not put through the same dyeing process as our other colours, this colour typically has the most seasonal variation.

Can I mix the colours in my set?

Yes. Through our Build A Set feature you can create your desired set from separates in our Queen and King sizes.

Do you offer styling advice?

Yes. Contact our Customer Service team to receive styling advice and guidance on our colours and products.

Our Sizing

Do you have a sizing chart?

Our sizing chart can be found here.

Individual charts are also located on each product page, under the ‘Add to Cart’ button.

What do I do if I receive the wrong size?

By design our sizing is generous. This reduces strain on the linen and ensures our sizes fit all thicknesses of mattress. If you feel as though you have received the wrong size, please contact us as soon as possible.

About Us

Where is CULTIVER located?

CULTIVER is proudly Australian owned and operated.

Where is your head office and warehouse?

Our head office and warehouse are located in Sydney, Australia. We ship all international orders from here, excluding to the USA and Canada, which is shipped from our warehouse in Irvine, California.

When was CULTIVER founded?

CULTIVER was founded in 2012 by Nicolle Sullivan.

“My vision for CULTIVER is to offer a curated collection of the best items for our homes that can make everyday more enjoyable as we use them. I am passionate about making our online store easy and enjoyable to use." Nicolle Sullivan, Founder and CEO

Do you have any retail stores?

Yes. Discover more about our stores here.

What is your ABN?

CULTIVER’s ABN is 19 600 110 129.

Our Textiles

Why choose linen?

Read more about the benefits of linen here.

What is the thread count of linen?

Linen is not measured by thread count, but by GSM (grams per square meter of flax). Our linen is woven at 165GSM which we believe to be the optimum for immediately soft linen that is substantial yet breathable. Linen is produced at a much lighter weight now than in the past. While this does accelerate the ageing process, it ensures a soft, vintage feel from first use, that otherwise would have taken generations to achieve.

Where is CULTIVER linen made?

Find out where our linen is made here, as well as more on how we manufacture our textiles.

Are your products certified?

Our linen is OEKO-TEX® certified, which means no harmful substances or chemicals are used throughout the production processes.

How do I care for my CULTIVER products?

Discover how to care for your CULTIVER products here.

Payment and Privacy

What payment methods do you accept?

We accept payments from major credit card providers, PayPal, AfterPay or Bank Deposit. All sales through this website are processed in AUD.

How does CULTIVER protect my data and privacy?

When purchasing from CULTIVER, card details are transmitted through a secure server using either eWay, AfterPay or PayPal gateways. Card data is not hosted by CULTIVER after processing.

CULTIVER is dedicated to keeping your details private. Any information we collect in relation to you is kept strictly secured. CULTIVER will not under any circumstances distribute your information to third parties. CULTIVER uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies sent to your computer from CULTIVER only last while you're browsing our website. We do not store persistent cookies on your computer. Cookies also allow us to give you a more personalised shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

To read more about our Privacy Policy, please view here.

Duties and Taxes

Are sales taxes included in the price?

Australian orders are subject to 10% Goods and Services Tax (GST), included in the prices shown.

Will there be duties or taxes applied to my order?

Duties, taxes, and any import fees for all international orders are not prepaid by CULTIVER. These are the customer‘s responsibility. The recipient of the order will be responsible for any import duties or taxes charged by the recipient‘s country and carrier related fees. If any such duties, taxes or fees are charged in the customer's country, they will likely need to be paid before the goods are released. If you have any questions about whether duties and taxes will be applied, please reach out to your local Customs Authority.

Contact Us

How can I contact someone about my order?

For any order inquiries or general customer service questions, please email us any time at customer-care@cultiver.com

You can also call us on 1300 016 772 from 8:30am - 5pm Monday - Friday.