SHIPPING
WHAT ARE THE SHIPPING FEE FOR ONLINE ORDERS?
New Zealand
Orders are delivered with tracked Post Express
1-3 Business days $6.00 NZD Express shipping for AUCKLAND
$10.00 NZD Express shipping for REST OF NEW ZEALAND
Free shipping on all orders $100 NZD and over
Australia
$50 for tracked Post Express 4-8 Business days
$25 for untracked Post Express 6-12 Business days ( We are not responsible to any lost)
Rest of World
Please contact us by email
WHEN WILL MY ORDER SHIP/ARRIVE?
The team at OG Culture work hard to deliver orders within the given guidelines and timeframes.
Peak trading times, holiday and sale periods can impact on these timeframes. Please get in touch if you have any questions about the status of your delivery.
WHAT IF I NEED TO CHANGE MY SHIPPING ADDRESS?
Please get in touch with us as soon as possible! Notification is required within 14 days for a lost item. Claims lodged outside these times will result in your claim being declined.
On receipt of all relevant information, your claim will be processed within 30 working days. You will be eligible for either reimbursement or reshipment upon the conclusion of the claims process. Replacement shipments are dependent on product availability. There may be a wait for some items to become available for a replacement shipment.
MY ORDER ARRIVED DAMAGED, WHAT DO I DO?
Please get in touch with us as soon as possible! Notification is required within 7 days for a damaged item. Claims lodged outside these times will result in your claim being declined.
On receipt of all relevant information, your claim will be processed within 30 working days. You will be eligible for either reimbursement or reshipment upon the conclusion of the claims process. Replacement shipments are dependent on product availability. There may be a wait for some items to become available for a replacement shipment.
I MOVED! CAN I UPDATE THE SHIPPING ADDRESS ON MY ORDER?
DescriptionYes! Contact us with your new address BEFORE your order is shipped and we’ll get it updated for you. Changing the address on your account does not affect an order that has been previously placed, so be sure to reach out and let us know!
PAYMENT & SUPPORT
HOW SECURE IS ONLINE SHOPPING? IS MY DATA PROTECTED?
We respect your right to privacy. At OG Culture we collect only the information necessary for us to complete your order or to contact you regarding the status of your order. The information we may collect includes your name, gender, email address, shipping address, and billing address. OG Culture does not store your credit card information. OG Culture will not rent or sell your name or personal information without your permission.
WHAT ARE MY OPTIONS FOR CUSTOMER SUPPORT?
Don’t be a stranger, if you’ve got a question feel free to get in touch.
Email: info@ogculture.co.nz
Customer Support hours: Mon – Fri (9am – 5pm NZT)
We endeavour to respond to all OG Culture Customer Support emails within 24 hours (business days only).
Please note if you email outside of business hours or during Sale Periods or Product Release periods you may experience a slight delay in receiving a response due to a natural influx of OG CultureCustomer Service emails throughout these times.
RETURNS AND EXCHANGE POLICY
What is your returns and exchange policy?
Exchange & Refund Policy
Refunds: We do not offer refunds if you change your mind about a purchase, so please choose carefully.
If the product you purchased is faulty, we will provide a remedy as required by the Consumer Guarantees Act. For assistance, contact the Consumer Protection helpline at 0508 426 678 (0508 4 CONSUMER).
Pre-order items, clearance items, display items, and gift vouchers are non-returnable.
Exchanges: We offer a 15-day return policy for exchanges, meaning you have 15 days from the date of receiving your item to request an exchange.
To be eligible for an exchange, the item must be in the same condition as when you received it—unworn, unused, with tags, and in the original packaging. A receipt or proof of purchase is also required. Please note, OG Culture does not cover the cost of return shipping for refunds or exchanges. We recommend using a tracked postal service to prevent any issues with delays or lost packages. The purchaser is responsible for the return until it is received by OG Culture.
To initiate a return, please contact us at：
Email： info@ogculture.co.nz
Phone：09-264-0533
Address：Unit K/Shop 20,185 Great South Road Southmall Shopping Centre Manurewa, Auckland New Zealand 2102
Items returned without prior approval will not be accepted.
Unfortunately, we cannot accept returns on sale items or gift cards.
Damages and Issues: Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect, so we can assess the issue and resolve it.
Important Notice: All delivery fees are non-refundable. Postage costs will be deducted from your order's purchase price.
QUESTION NOT ANSWERED?
Can’t find your question above? No stress, get in touch with our customer support team and we will get back to you!