1. Start a return
Use the contact form, choose “Return or refund,” and include your order number, reason and clear photographs where relevant. Wait for return instructions before sending an item so it reaches the correct inspection point.
2. Change-of-mind returns
You may request a change-of-mind return within 7 calendar days after delivery. The item must be unworn and unused, with original tags, accessories, packaging and proof of purchase. The customer normally pays return delivery for a change-of-mind return. Any longer or different mandatory cooling-off right under applicable law will still apply.
3. Wrong, damaged, defective or misdescribed items
Contact us promptly if an item is wrong, arrives damaged, is materially different from its listing, appears counterfeit or develops a defect. Street Culture will investigate and, where the claim is confirmed or law requires it, offer an appropriate repair, replacement or refund and cover reasonable return delivery. Mandatory rights, including any applicable statutory defect period, are not reduced by this policy.
4. Pre-owned condition
Normal wear clearly disclosed in a pre-owned item’s photographs or description is not by itself a defect. Undisclosed material damage, a false condition description or an authenticity failure remains eligible for investigation and an appropriate remedy.
5. Inspection
Returned items are checked against the order, condition record and authentication controls. We aim to complete inspection within 3 business days after receipt. We may refuse a change-of-mind return that is worn, altered, incomplete or damaged after delivery, unless the refusal would conflict with a mandatory consumer right.
6. Refund timing and method
Once approved, a refund is initiated to the original payment method where possible, normally within 10 business days. The bank or payment provider may require additional processing time. Original delivery charges are refunded where required by law or where Street Culture sent a wrong, defective or materially misdescribed item.
7. Hygiene and personalised items
Opened hygiene-sensitive goods, altered items and made-to-order or personalised products may be excluded from change-of-mind returns where the law allows. This does not exclude remedies for defects, misdescription or lack of authenticity.
8. Duplicate or failed payments
A payment showing as pending is not automatically a completed order. If you believe you were charged twice or charged after a failed checkout, contact us with the provider reference and order number. Never send a card PIN, password or OTP.
9. Disputes
Please contact us first so we can investigate quickly. This request does not remove any right to approach a payment provider, consumer body or regulator when appropriate.