FREQUENTLY ASKED QUESTIONS

To find a specific item or brand that you are looking for you can do so by using the search bar at the top left of each page.  You can also browse our categories by looking through our clothing & mens sections.

You can also browse through our footwear selections for men and women as listed. Please note that all sneakers are listed together and offered as unisex.

To see what's trending you may wish to check out our best selling column, or our new in column for the freshest stock.

If you have placed your order and discover that you have made a mistake in the choice of size or colour and wish to change this, you can send an email using our Contact Us link to update us about your error including your order number and information about what you wish to change. For more information on how you should get in touch with us please see our Customer Support section.

If the item hasn't already been dispatched we will be happy to change the error, in the case that your item has already been sent then we would ask you to return it to us using our Return Policy for an exchange of the correct goods.

At Royal Culture we aim to ensure every product sold on our platform is 100% authentic, all sellers must pass our two-point inspection.

All products must be proven to be directly from the brand and come with their original packaging. We do not condone replicas and any product we source from a distributor or third-party seller is always checked for authenticity, please see below some of the methods we take to ensure a product is indeed authentic.

We have a two-step method to identifying an authentic product:

Verification

During the verification process, we verify everything about the product.

We invoice match products: does it match with the invoice produced, including size and colorway.

We check stitching, overal wear & is the product new: we only source deadstock/never worn products.

Brand distribution products: brand distributors are companies with legal rights to distribute bulk sales of designer goods, with brand permission. During this process we verify that the brand has legal distribution rights to the brand and ask to see verified invoices, serial numbers and letters of authorization from the brand to the distributor.

Authentication

A multi-point inspection across the entire product making sure the buyer gets the authentic product, never fake.

We verify and perform a detailed review of the packaging: are the boxes undamaged; do they match the product; is the packaging legit

We verify and perform a detailed review of all product materials: are all the materials used in the product real. All leather, no pleather, never fake.

We verify and perform a detailed review of product construction: do all seams, stitching, glueing, and other construction details correspond to the product

In the event that an item is believed to be fake, we are happy to issue a full refund provided that the item is returned so we can inspect it or we can be satisfied with the evidence provided that an item isn’t genuine. 

If however you just aren't happy with a product you can use our Return Policy and return your item to us for a full refund.

All sellers have 7 days to ship their items to us, if we haven't received tracking or confirmation within 7 days you will be refunded and the seller will be removed.

If we receive your order from the seller and it doesn't clear authenticity verification, we will refund you instantly and return the item to the seller who would be removed from our platform. In some circumstances the seller may not have known the item they were trying to sell was fake, so they may be able to use our platform again in the future but any seller who fails authentication twice is banned from selling again in the future.

CONSIGNMENT PRODUCTS

All consignment products are shipped to us by third-party sellers, they have 7 days to ship the product. Once received we will inspect it thoroughly using two-point inspection to make sure orders are never fake. Once cleared, we aim to have items shipped by 1-2 days within the UK & surrounding areas.

As orders are placed on site we inform the seller of your order, the seller then ships the order to us for verification. Once cleared, we aim to have your order delivered by next day delivery.

To keep up to date with deliveries you can follow your orders every step using https://royalculture.co.uk/apps/parcelpanel

If you received an error on checkout during your purchase it could be down to a few things:

-Check your total amount doesn't succeed £1000.00 as our current threshold only allows up to this amount to be paid from a card at one time, if your total succeeds this amount then please remove a few items from your cart and continue to checkout. If this helps, you can add the other items to your cart and purchase them separately. 

-Make sure your cards billing address and registered card address are the same, if they are different you may have problems.

-Double check the card details you have entered match correctly, any mistakes and your order will be declined.

-If none of the above apply to you, please make sure you are using the most recent & updated version of your browser as this has been known to cause faults.

If you still cannot checkout then please use our Customer Support column to get in touch with us.

Currently our site is only set up to process orders in GBP(£). However, you may use our currency selector at the top left hand of our site to get a current and up to date market exchange rate on the currency you currently use.

Refunds are processed on all orders returned to us within 30 days. All returns must be in their original packaging. Items to be returned must be in their received condition. If you received/ordered the wrong size you can return for exchange or store credit.

Returns for refund: must be made within 30 days of receipt of purchase.

Returns for exchange or store credit: must be made within 30 days of receipt of purchase. Items can only be exchanged once, after this exchange or cancellation is not valid.

Shipping charges for products returned: All shipping charges for returning products to us must be paid by the returnee. We do not reimburse shipping charges.

Any product you order can be returned for exchange, you can exchange for the correct size or exchange your order for store credit. No returns will be accepted after 30 days of receipt of purchase. Items that are not in their original packaging cannot be returned. Items with noticeable wear cannot be returned. Items must be in like new condition to be eligible for return.

Returns for refund: must be made within 30 days of receipt of purchase.

Returns for exchange or store credit: must be made within 30 days of receipt of purchase.

Shipping charges for products returned: All shipping charges for returning products to us must be paid by the returnee. We do not reimburse shipping charges.

1. Contact Customer Support to first give us a full reason for the returned item and to obtain a unique return code, please state your return reason.
2. Write the return code in a conspicuous place on the outside or in a piece of paper of the return parcel.