Knowledge is power, so here are the answers to some of our most commonly asked questions. If you have a question that is not covered here, contact our Customer Care Team for assistance.
Where do your products come from?
Cultured West is committed to investing in ethical supply chains and we actively source products in a socially and environmentally conscious way. All of our products are mindfully sourced from ethical brands who share our commitment to support positive change.
How are your products made?
All Cultured West products are handmade by fair trade artisans in rural communities around the world, and mindfully sourced with all natural eco-positive fibers from local and renewable resources, or from upcycled/recycled materials.
What currency is displayed?
We are U.S. based and all prices shown are USD.
What forms of payment do you accept?
Cultured West provides a safe and secure checkout, and all transactions are encrypted.
We offer a variety of convenient payment options and currently accept Visa, Mastercard, American Express, Discover, Diners Club, ApplePay, GooglePay, ShopPay, and Afterpay Buy Now, Pay Later installments.
You can also use Cultured West virtual gift cards
How do I apply a gift card or promo code?
At checkout, go to your order summary (on the right) and enter your code in the text box that says "Gift card or discount code".
If checking out on mobile, click on "Order Summary" (at the top) to expand your cart, then enter code in the text box that says "Gift card or discount code".
Can I use more than one promo code?
You can only apply one promo code per order. Promo codes cannot be applied to already discounted items or sale items.
How do I ask a question about my order?
Our Customer Care Team would be happy to assist! Please include your order number with your inquiry.
Mon-Fri 10am-4pm EST
Can I change or cancel my order?
If you would like to change or cancel your order, please contact our Customer Care Team as soon as possible with your request. Customer care hours are Mon-Fri 10am-4pm EST.
While we cannot guarantee that we will be able to cancel or change an order once it has been placed, we will do our best to accommodate your request.
If your order has already been processed for shipping and we're unable to cancel, you may return your item(s) in accordance with our Returns Policy
I forgot my account password, what should I do?
No worries... resetting your password is super easy!
1. Access the account page by clicking here.
2. Click on the Forgot password? link
3. You will be sent a password reset link once you enter the email address associated with your account.
Shipping & Delivery
Do you offer free shipping?
Yes! We are U.S. based and offer everyday free standard shipping on all domestic orders within the contiguous United States (no minimum, no code).
Where do you ship to?
We are U.S. based and currently only ship within the contiguous United States. We do not offer Alaska, Hawaii, Offshore Insular, US Territories, or international shipping at this time, but may do so in the future.
How long will my order take?
It is always our goal to get your item(s) to you as quickly as possible.
2-3 business days (excluding U.S. holidays)
3-5 business days (varies by location)
Delivery Time = Processing Time + Shipping Time
How can I track my order?
There are multiple ways for you to track your order:
1. Through your Order Status Page
2. Through the ShopApp
3. Directly via the carrier website with the carrier tracking number
Returns & Refunds
Do you accept returns?
Yes! We offer a Happiness Guarantee 30 Day Easy Return Policy. We hope you will love your Cultured West products, however if you're not completely satisfied with your purchase, simply return your item(s) within 30 days of the delivery date for a refund.
Please note that the return shipping costs will be your responsibility and the return shipping fee will be deducted from the refund amount.
Please keep in mind that handmade products do have slight variations, which is a natural occurrence of artisan handmade treasures. That means no two designs will be exactly the same, giving you a truly unique and original piece.
How do I return an item?
We make online returns easy! If for any reason you're not completely satisfied with your purchase, simply return your item(s).
Visit our Returns Center to initiate the return process.
How long do refunds take?
Refunds are issued within 5-7 business days from receipt of your returned item(s), if approved.
It may take several days before your refund is officially posted by your bank/credit card company.