FAQ
ORDERS
- Where is my order?
Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. You will also receive a tracking link in this email so check this out for any delivery updates.
If the delivery time frame has passed and you’ve still not received your items, please get in touch with our Customer Service team at info@deepculture.co with your order details. Please make sure to send us your order number so we can investigate your order status for you.
- How long will it take to recieve my order?
UK & Europe - 3-5 working days
Rest of world – 7-14 working days
Please be assured that some tracking details will be sent to your email as soon as your order has been dispatched.
- Can I cancel my order?
Once you have placed an order with us our warehouse team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to cancel your order.
If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our returns service within the UK for a full refund within 14 days of receipt, provided the product has not been used, damaged and retained in its original packaging
- Can I amend my order?
Once you have placed an order with us our warehouse team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to cancel your order. But you can always add an additional item by creating a new order.
If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our returns service within the UK for a full refund within 14 days of receipt, provided the product has not been used, damaged and retained in its original packaging
- What can I do if my order is going to a wrong address?
Please take extra care when entering your shipping instructions at checkout, once an order has been placed, we only have a short space of time in which to amend an address and sadly, if your parcel has already been dispatched, we are unable to change your shipping address for you.
If you find that you have entered the incorrect address, please contact our Customer Service team with your order details and your correct address information. We will try to help you as much as we can!
- Where is my order confirmation?
Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!
- What should I do if my order is missing?
If you are in the UK and have not received your order within the allotted delivery time frame, please contact our Customer Service team within 14 days of the date on which you ordered the products. After this time has elapsed, Deep Culture reserves the right to decide whether to send our replacement item(s) for you.
For international customers, please allow up to 16 working days before contacting us regarding a missing order.
- What do I do if I received a wrong item?
We are sorry that you have received the wrong item in your order! If you're a UK customer, please return it using our free returns service. Please use returns label enclosed and select 'not what I ordered' as the reason code. If you want to replace the item, please contact our Customer Service team, where a member of our customer service team will help you further.
If you are an International customer, please contact our Customer Service team, where we will be able to advise you further on the next steps.
- There is an item missing from my order, what should I do?
If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us.
If you haven’t received this, please contact our Customer Service team with your order details so we can resolve this for you.
RETURNS & REFUNDS
- How do I return an item?
UK RETURNS
Inside all our orders you will find a returns address label attached to your invoice. Simply stick the attached returns label to the outside of your parcel, along with your returns note filled out and slotted inside before sealing.
Once this process has been completed, you can return your parcel to us using the Freepost service at your local Post Office. We ask that you obtain proof of postage and do not dispose of this until your return has been accepted.
Returns cost £3.45 which will be deducted from your return total. However if your item is classed as faulty, this fee will be waivered once the return has been checked and processed.
Once your return has been received, we’ll send an email to notify you know that we’ve got your return, confirming the approval or rejection of your refund - please note UK returns can take up to 14 working days to reach us. If your refund has been approved, this will then be processed, and the credit will automatically be applied to your original payment method within 5 working days.
If you have requested an exchange, please allow 7-10 days for this to be processed and your exchanged item(s) to be sent out to you. Exchanges are subject to stock availability, if we are unable to exchange your item, you will be issued with a refund instead.
INTERNATIONAL RETURNS
If you are returning item(s) to us from somewhere that isn’t in the UK, please note that returns are only free for our UK customers. While you're welcome to use our returns label in your parcel you'll need to pay yourself to send back any unwanted items but please feel free to use the cheapest delivery service available in your country.
All the information you need to fill the form in can be found in your order confirmation email - be sure to fill this in correctly to avoid any issues with processing your return. Please contact our Customer Service team if you require a returns note to be emailed to you. Please make sure to always obtain proof of postage and keep this safe until you’ve received confirmation of your return, in case we need to see it later on.
Parcels can take up to 21 working days to reach us and then the refund will land in your account within 5-10 working days once processed.
- Can I exchange an item?
Yes, you can. Simply complete on the returns note found in your parcel and request which item(s) you would like to exchange for. If you’ve requested an exchange, this will be shipped out to you and will arrive within 3-5 working days.
In the event of your requested item(s) being out of stock, we will be unable to process an exchange and you will be notified and refunded.
- Can I return a gift?
Yes you can. To return an unwanted gift you need to get in touch with the person who purchased the gift and ask them to contact our Customer Service team for a free post returns note.
Please note that all returns will be refunded back onto the original method of payment.
- Can I return a personalised item?
- Can I get a refund if the price has changed since I ordered it?
- I've purchased earrings, can I return these?
- What should I do if my refund is incorrect?
Please contact info@deepculture.co if your return appears to be incorrect.
Please note that we will refund you the amount paid, please check your original order confirmation to check if discount has been applied at checkout to your items, before contacting us.
- I forgot to include my returns note in my return, what can I do?
- Will my original postage costs be refunded?
- What do I do if my item is faulty?
Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and DeepCulture has the right to refuse a refund on these grounds.
If your item is faulty, please do not dispose or amend your item(s).
Please contact our Customer Service team within 14 days of receipt along with your name, order number, and images you can provide of the faulty item(s), so we can support you further.
- I purchased a product and now it's in the sale, can i get a refund?
- Where is my refund/exchange?
Returns can take up to 14 working days to reach us, once processed by our Returns team, depending on your card issuer your refund will land in your account within 5 working days for UK orders, and 10 working days for International orders.
Exchange requests will be processed once we receive your return back at our warehouse, please note our exchange policy is subject to stock availability. If you receive a refund instead of an exchange for your return, unfortunately we were unable to process your request at this time.
If it’s been over 14 working days since you sent your parcel back and you have still not received your refund/exchange, please get in touch with us and attach a picture of your proof of postage receipt, confirm your order number and item(s) you returned. A member of our Customer Service team will get back to you as soon as possible.
- Can I return a personalised product?
- Non-returnable products
The following items cannot be returned to us:
- Personalised products
- Earrings
- Damaged or used products that have not been kept in original packaging
PAYMENTS
- Which payment methods do you accept?
- Experience problems paying?
- What Currencies can I use?
- Can I use more than one promotional code on my order?
Supplier Requests
- How do I get in touch about collabs & collaboration requests?
Thank you for your interest in working with us!
If you please email info@deepculture.co they'll be able to assist you further. Please note that due to the high level of contacts we receive, they will only be able to reply back to those they're interested in working with.
My Account
- I'm having trouble signing in to my account, what should I do?
- Do I need to set up an account to place an order?
- Is my personal information kept private?
PRIVACY POLICY
Don’t worry we have you covered & we only do what is right for you.
Privacy
Deep Culture Ltd is committed to ensuring that your privacy is protected. As always, our customers are our top priority. This privacy policy sets out how Deep Culture Ltd uses and protects any information that you give us when you use this website. Deep Culture Ltdmay change this policy from time to time by updating this page. We want to inform you of all your rights relating to your information.
What information do we collect?
Things we collect include:
- Name
- Contact Details
- Date of Birth
- Gender Information
- Payment Information
- When you contact us
- IP Address
- Purchase History
- Wishlist
- Device Type
- Operating System
- Location Data
- Your response to promotions
We may also obtain data surrounding how you use the website to help us develop and improve the site.
What do we do with the information we gather?
That might seem like a lot but the reason behind our data collection is to ensure that we give you the best service we possibly can. This information allows us to get your order out to you, let you know when it is coming and prevent fraud.
We also use the above data to give you what you want, let you see our fab new products and if there are any hot promotions on at the moment. We only want to provide the best user experience for our customers.
We may occasionally send out emails concerning new products, special offers or other information which we think you may find interesting using the email address which you have provided. You can stop these at any time by:
- Contacting us directly by emailing our Customer Service team on info@deepculture.co
- By clicking ‘unsubscribe’ in any of the marketing messages you receive, this can typically be found at the bottom of email
Please allow up to 3 days for this to take effect.
Remarketing
One of the tools we use to keep you as up to date as possible with the low down at Deep Culture is targeted adverts.
You will see these adverts across other websites and apps outside of the Deep Culture realm. They will include products and services that we think you will be interested in, based on what you have viewed or bought on our website. We obtain this information via web beacons, pixels, tags, cookies or by services that are offered by websites and social media networks.
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
If after you opt-in, you change your mind, you can withdraw your consent for us to contact you - for the continued collection, use or disclosure of your information; or to fully delete you from our records at anytime, by contacting us at info@deepculture.co
We got your back.
Shopify
We host our store on Shopify. They provide us with the online e-commerce platform that allows us to sell our products and services to you. All your data is stored through Shopify's data storage, databases and the general Shopify application. All data is stored behind a firewall on a secure server.
Payment:
If you choose a direct payment gateway to complete your purchase, then Etsy stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
Third Party Services
Deep Culture will not disclose any of your information to any third parties except in a situation where it is part of providing a service to you. This includes arranging for a product to be sent to you, carrying out security checks and for the purposes of customer research or when you have given us permission to do so.
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies, so you can understand the manner in which your personal information will be handled by these providers.
Please do remember that certain providers may be in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service. Please see below for a list of Third Party Services we use and a direct link to their privacy policy page.
Paypal - https://www.paypal.com/en/webapps/mpp/ua/privacy-full
Amazon Payments - https://pay.amazon.com/uk/help/201751600
Mail Chimp - https://mailchimp.com/legal/privacy/
Google Analytics - https://policies.google.com/privacy
Facebook - https://www.facebook.com/full_data_use_policy
Youtube - https://support.google.com/youtube/answer/7671399?hl=en
Instagram - https://help.instagram.com/155833707900388
Pinterest - https://help.instagram.com/155833707900388
Twitter - https://twitter.com/en/privacy
Royal Mail - https://www.royalmail.com/privacy-notice
Evri – https://www.myhermes.co.uk/privacy-policy.html
Social Media
Deep Culture was built on social media. We love to see what our Deep Culture customers are wearing and keep in contact with you guys! We recognise that social media offers a platform for our company to perform marketing, stay connected with customers and build our profile online.
If you interact with us on social media, you are consenting and allowing us to interact with you. An interaction can be defined as liking or following our SM accounts, commenting or tagging us in photos or post and sharing our content via liking or retweeting. From this interaction, we may collect data that will help enhance your experience with us in the future.
If you tag us in a photograph that we rate, you may be lucky enough for us to share it across our SM accounts - organic or paid. By interacting with us, you are consenting that we can use images or comments royalty free without limitation. If you are unhappy with us sharing your comments or images, please do let us know and we will stop.
SMS
Deep Culture London uses cookies to help keep track of items you put into your shopping cart including when you have abandoned your cart and this information is used to determine when to send cart reminder messages via SMS.
The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Security
We are committed to ensuring that your information is secure. We take reasonable precautions and follow industry best practices to make sure it is not appropriately lost, misused, accessed, disclosed, altered or destroyed.
To prevent unauthorised access or disclosure, we have put in place procedures to safeguard and secure the information we collect online. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. Although no method of transmission over the internet or electronic stores is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards. We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
We hold all your information until you no longer hold an account with us or until you specify that you no longer want us to hear from us.
Cookies
Sadly, not the cookies that we love to eat! A cookie is a small file which asks permission to be placed on your computer's hard drive. Cookies allow web applications to respond to you as an individual and help us to provide you with a better website, tailoring it to your needs. You can choose to accept or decline cookies, this may prevent you from taking full advantage of the website.
The four main types of cookies we use are:
- Site functionality Cookie
- Website Analytic Cookie
- Personalisation Cookie
- Segmentation and Targeting Cookie.
Age of Consent
By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
We do not knowingly collect the data of anyone under the age of consent on our website.
Changes to this Privacy Policy
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
Questions and Contact Information
If you would like to:
- access, correct, amend or delete any personal information we have about you,
- register a complain
- simply want more information,
contact our Privacy Compliance Officer at: info@deepculture.co or by mail at
FAO Privacy Compliance Officer
Deep Culture Ltd
- 96 Gainsford Rd
- Southampton
- SO19 7BA
- How can I remove my personal information from your database?