Frequently Asked Questions

 

Please find below information that may address questions you have. If you have a question not answered here, please contact us.

Do you offer trade pricing?

Yes! We love working with designers and trade. Please apply to join our trade program here.

How do pre-orders work?

Pre-orders will be charged at the time they are placed. We can’t provide an exact ship date. We will dispatch pre-ordered items within 2 business days of them becoming available, however, due to unforeseen delays this could be later than our estimated window. In the case of an extended delay, those who have pre-ordered will be notified and given the option of an immediate refund. 

How quickly will my order ship?

Orders will be dispatched same day when received by 12pm (AEST) on a business day, unless you are notified otherwise at the time of your order. 

Australian orders ship for free via Australia Post, Couriers Please, or TNT.

DHL Express is used for international orders with tracking. A flat rate of $45 will be charged to ship internationally to most destinations – your shipping cost will be quoted at checkout. 

Is sales tax included?

Australian orders are subject to 10% Goods and Services Tax, included in the prices shown. 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 customer's country, they will likely need to be paid before the goods are released.

What countries do you ship to?

We ship to all of the countries listed below.

Please visit our US website for shipping to the USA or Canada.

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
Mexico
Monaco
Netherlands
New Zealand
Norway
Poland
Portugal
Romania
Saudi Arabia
Singapore
Slovakia
South Africa
South Korea
Spain
Sweden
Switzerland
Taiwan
Ukraine

 

Do you ship to Canada?

We ship to Canada via our US site, which can be accessed at www.cultiver.com

How does CULTIVER protect my data and privacy? 

When purchasing from CULTIVER, card details are transmitted through a secure server using either eWay 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.

What payment methods do you accept?

Payments are accepted through Paypal, eWay (credit cards) or Bank Deposit.

I am getting an error message when I try and pay by credit card

Please email info@cultiver.com or call 1300 016 772 if you have any problems with checkout and we will assist you. 

What if an item I want is out of stock?

If you find a colour or size you are after is not available, please email info@cultiver.com and we will advise if pre-orders for new stock are being taken and give you an estimate of how long you will have to wait.

What if I want an item in a different colour/size to what is shown? 

CULTIVER happily receives feedback on what customers are looking for, so that we can consider for future ranges. Please let us know by email on info@cultiver.com what your preferences are and we’ll let you know if its possible. 

Can I return items?

Please see our Shipping & Returns policy page for more details on returns.

How do I care for my products?

To read more about caring for your CULTIVER textiles please click here.

How long should my linen last?

Linen is measured in GSM which refers to grams per square metre (of flax fibres). CULTIVER linen is produced at 165gsm, which is the optimum weight to achieve both a long lifespan and the immediate softness of your linen bedding (in times gone by, linen bedding was made from much heavier weight fabric, so it took years to achieve softness and the lightness we expect in bedding today).

When cared for correctly, linen bedding will last many years, however it is important to note that we have designed our range to ensure that our linen is soft from your very first sleep, which puts it later in its life cycle than a much heavier linen GSM. Keep in mind that even though linen as a fabric is more durable than other fabrics including cotton, it is not exempt from wear and tear from incorrect care, and constant use. To ensure your linen bedding lasts a number of years, we recommend you follow our care instructions and follow the European mentality of - one set on the bed, one set on the line - to reduce wear.

Fitted sheets are a relatively new product to the market of pure linen bedding. Due to the strain they come under  their use - frequent and considerable - signs of wear appear earlier than on top sheets and duvet covers. As CULTIVER linen at 165gsm is thicker than most, this is not a flaw in the fabric, it is a normal result from consistent use and frequent machine washing and drying. To make sure your linen sets last longer, we suggest purchasing more than one fitted sheet to alternate between uses, as your top of bed sheets will come under less strain and therefore will wear more slowly. Alternatively, consider using a flat sheet with border as a fitted sheet tucked under, as this puts less strain on the linen and will reduce wear. 

How do I become a CULTIVER VIP?

To read more about our VIP program, please click here

What is your ABN?

CULTIVER GOODS PTY LTD: 19 600 110 129