Frequently Asked Questions
Special Offers and Promotional Events
Do you offer a discount on first purchases?
Do you offer trade or designer discounts?
Do you ever have sales?
Do you have a VIP program?
My discount is about to expire but the item I want is out of stock. Can I extend it?
Can I use my first purchase discount code in store?
Do you price adjust?
To receive a price adjustment, contact us at firstname.lastname@example.org 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?
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?
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?
What is your returns policy?
Can I exchange my order?
Where do you ship?
Do you ship to the USA or Canada?
How long will my return take to process?
Can I return an online order at a CULTIVER store?
Do you ship to PO boxes?
Can I return something purchased as a gift for me?
How do I return something I purchased from one of your stockists?
Stockists, Wholesalers and Trade Customers
Do you offer trade discounts?
How do I place an order?
What if my 'Wholesale Login' isn't working?
Do you offer designer discounts?
How do I place an order?
What if I can't access my account?
Will my order come with an invoice?
How do I pass on the cost to my client?
How long will my order take to ship?
Do you offer product loans for shoots?
What if an item I want to order is out of stock?
Can I change my order after placing it?
Can you do custom requests?
Should I wash my products before using them?
Can you split or swap products in sets?
I think my product is faulty. What can I do?
There is an imperfection on my linen. Is this normal?
Can I get a replacement for a lost or broken button?
Can I request an item in a different size/colour to what is shown?
What documentation will be included with my order?
Why does the colour I received look different to how it looks online?
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?
Can I mix the colours in my set?
Do you offer styling advice?
Do you have a sizing chart?
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?
Where is CULTIVER located?
Where is your head office and warehouse?
When was CULTIVER founded?
“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?
What is your ABN?
Why choose linen?
What is the thread count of linen?
Where is CULTIVER linen made?
Are your products certified?
How do I care for my CULTIVER products?
Payment and Privacy
What payment methods do you accept?
How does CULTIVER protect my data and privacy?
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.
Duties and Taxes
Are sales taxes included in the price?
Will there be duties or taxes applied to my order?
How can I contact someone about my order?
You can also call us on 1300 016 772 from 8:30am - 5pm Monday - Friday.