Frequently Asked Questions (FAQs)

Do you ship worldwide?

Yes, we ship all products worldwide, except for our Wesley and Walmer which are UK only.

See more details about shipping here.

Do you provide free shipping?

We provide free shipping in the UK.

For other geographies:
UK - free
US - £20
Eu - £12
RoW - £40

See more details about shipping here.

How long will my order take?

It takes us one to two working days to ship. We try our best to ship on the same working day you order. Once shipped, you will receive an email notification estimating the amount of time your gorgeous culthread will take to reach your doorstep.

Allow for another two working days for the order to get to you in the UK, and another one or two for further afield.

Please note: the Walmers and Wesleys take a couple of days longer, as they are made on demand. They ship only to the UK

Are your products shipped via carbon neutral couriers?

We do our best to ship all culthread products via a carbon neutral courier shipment, but this depends on the country. 

For Europe and the US, we use DHL, who is carbon neutral and the first courier that has pledged to zero emissions by 2050, or UPS’ carbon neutral option. 

For the UK, we use Royal Mail - which is not yet carbon neutral. During strikes, we use DDP - which is carbon neutral.

We are still working to reduce our carbon emissions! 

See more details about shipping here.

How do I track my order?

Once you receive your confirmation email that your order has been shipped, we will include shipping details as well as tracking information. 

See more details about shipping here.

Are customs and duties covered with my order?

All taxes, including customs and duties, are on us. The price of the product you see will be the final price you pay. 

Do you provide free returns?

Yes, we provide free returns. 

However, in line with our ethical and sustainable values we encourage you to order a single product at the right size, to avoid the carbon footprint associated with returns. Do not hesitate to contact us about sizing or other concerns you may have! 

Note: For sale items, we are unable to offer any refund or exchange.

How do I return my item? 

If your item has arrived damaged or faulty please contact us here within 24 hours of receiving your delivery, preferably with photos of the fault/damage. Please do not return damaged or faulty goods without contacting us first, as we will be unable to refund your postage costs.

Note: in line with our ethical and sustainable values, we encourage you to order a single correct size, to avoid the carbon footprint associated with returns. Do not hesitate to contact us about sizing or other concerns you may have!  

To return, please ensure the following conditions are fulfilled and steps are followed: 

  • Check all items upon receipt and please notify us within 24 hours of any damage or fault. We are unable to replace or refund any items if we are not notified within this time. The reason for the return must be one of the following: wrong size, wrong article, wrong model/cut, article defect – please give us a description of the issue.
  • Items must be returned in their original, unused condition, with all original tags attached. Items not returned in original packing with original tabs and the documents will not be refunded. The item(s) must be unworn, unwashed, unaltered and undamaged.
  • You are responsible for packaging the returned item(s) appropriately so that they are not damaged in transit. If items are damaged in this way, they will not be refunded. 
  • Refunds will be processed when the request to refund is made within 14 days of receipt of the item(s) and have been returned in line with the above conditions. 
  • Personalised items, made to order items and earrings are non-returnable and non-refundable.

What do I do if my item is damaged or faulty?

If your item has arrived damaged or faulty please contact us here within 24 hours of receiving your delivery, preferably with photos of the fault/damage. Please do not return damaged or faulty goods without contacting us first, as we will be unable to refund your postage costs.

To return, please ensure the following conditions are fulfilled and steps are followed: 

  • Check all items upon receipt and please notify us within 24 hours of any damage or fault. We are unable to replace or refund any items if we are not notified within this time. The reason for the return must be one of the following: wrong size, wrong article, wrong model/cut, article defect – please give us a description of the issue.
  • Items must be returned in their original, unused condition, with all original tags attached. Items not returned in original packing with original tabs and the documents will not be refunded. The item(s) must be unworn, unwashed, unaltered and undamaged.
  • You are responsible for packaging the returned item(s) appropriately so that they are not damaged in transit. If items are damaged in this way, they will not be refunded. 
  • Refunds will be processed when the request to refund is made within 14 days of receipt of the item(s) and have been returned in line with the above conditions. 
  • Personalised items, made to order items and earrings are non-returnable and non-refundable.

How do I care for my culthread jacket?

Please continue participating in our sustainability mission post-purchase. See all our tips & tricks.

For recycled vegan leather (RVL) products: 

  • Sponge off any dirt with a damp cloth

For puffer jackets:

We recommend a green dry-cleaning service for your culthread. 

To wash:

  • Close zippers; remove fur; remove leather zipper puller.
  • Wash inside out.
  • Wash in a domestic or commercial machine in water not exceeding 40°C, at normal setting.
  • Use mild detergent.
  • Remove immediately after washing.
  • Tumble dry in low heat with tennis balls, until fully dried.
  • Do not soak / Do not wet-clean / Do not bleach / Do not wring / Do not iron or press.
  • The jacket will shed microfibres in the wash when washed. We recommend using an eco-friendly laundry bag, which catches the microfibres. 

Please see individual Product Care labels for further details.

How do I pick the right size for me?

You can easily find the best size for you by referring to our comprehensive Size Guide, which provides a conversion table to all major country size systems. However, we understand that US sizes can vary, so please check the measurements. Let’s avoid returns, and reduce our carbon footprint!

The Size Guide is conveniently available on the page of each product. For further measurement specifications, please see here.

For any size and fit inquiries, do not hesitate to contact us.

Which payments do you accept? 

You can shop on culthread using the following payment methods:

- All major credit cards, including American Express, Mastercard, VISA.

- Selected mobile payment methods, including Apple Pay, Google Pay, PayPal. 

Please be informed that your billing address must match the address on your credit card statement.

We invite you to verify at checkout the payment methods available at the time of your order.

Are payments secure? 

culthread’s payments are powered by Shopify. Shopify uses 256-bit SSL encryption to protect your customers' data and keep your payments safe and secure. 

Why is the product out of stock? 

culthread is a slow fashion brand. That means we make limited editions, to reduce stock waste, and thus our carbon footprint.

Each year, we create new and improved versions of last year’s models (Eg. Colville, Portobello…). As we do our best to find the most sustainable materials, we also alter our products based on this.

So, don’t worry! Your dream product will likely come back reincarnated, more ethical and sustainable, and with new elements you love, that you never thought you needed. 

When will the product I want be re-stocked?

culthread is a slow fashion brand. That means we make limited editions, so we don’t automatically renew our stock immediately. We thoughtfully craft new, more ethical and sustainable, and better versions of our previous products. 

Your dream product will likely come back reincarnated, better for you and the planet, with new elements you love, that you never thought you needed. 

Will the product still be there in a few months’ time? 

culthread is a slow fashion brand. That means we make limited editions, so we don’t automatically renew our stock immediately. We can’t guarantee your product will still be in stock in a few months time. 

We encourage thoughtful purchases, for culthread products you will wear and treasure forever.

Have more questions?

Feel free to get in touch.