FAQs

ORDERS

CAN I CANCEL MY ORDER?

Certainly.

Cancellation requests are accepted within the first 6 hours of placing an order. Once an order has been fulfilled at any stage, cancellation processing becomes unfeasible. Kindly email support@sassculture.com to initiate a cancellation.

Given our commitment to swift order fulfillment, it is crucial to notify us within this 6-hour window. Once our shipping team has processed your order, reversal of fulfillment becomes impractical. Failure to email our support team within this timeframe may result in the inability to cancel the order.

HOW CAN I CHANGE MY ORDER?

Need to change your Shoe Size? Or adjust the boost option you ordered? 

Just email support@sassculture.com as soon as possible, before your order gets fulfilled. 

We can not reverse fulfilment once our shipping team have dealt with your order, so if you fail to email our support team in-time, we may not be able to change it for you.

EXCHANGED & RE-DELIVERY? 

In the event that your package is returned due to an "incomplete address," a re-delivery fee will be incurred for redirecting the package to the correct location.

For exchanges, the item must be returned to our US or UK warehouse, depending on proximity. While you may not need to repay for the product in certain circumstances, you will be accountable for your own return costs and may be subject to a re-delivery fee.

TECHNICAL 

THE DISCOUNT CODE WON'T WORK
Get in touch with support@sassculture.com to let us know the code you are trying to use and we will do our best to assist!
MY CARD ISN'T WORKING?
We accept most credit and debit cards, so there shouldn't be a problem on our end. 

Of course, we would advise double-checking your balance and details before reaching out to support@sassculture.com

But you can also check out with PayPal too (this has been a quick resolve for customers who experienced initial card issues). 

SHIPPING TIMES

IT SAYS YOU DON'T DELIVER TO MY COUNTRY?
We ship to most countries across the world...

But there are a small selection of locations that we do not ship to because the delivery time-frame is too long (customer experience is important to us). 

Feel free to contact support@sassculture.com if you have any concerns, or want to know if we ship to your country. 

ORDER ISSUES

I WAS OVER-CHARGED?

We maintain fixed prices and never overcharge our customers. Occasionally, when purchasing from our UK store with a different currency (e.g., USA / $USD), you may observe the GBP currency.

Upon reviewing your bank statement, it might appear as if you have been "overcharged," but it is simply the GBP equivalent in your local currency. There is no need for concern.

I HAVEN'T RECEIVED ANY CONFIRMATION EMAILS?

Following your purchase, you should receive a confirmation email promptly. To ensure its delivery, please allow up to five minutes and also check your junk folder.

If you suspect you may have entered your email incorrectly, feel free to reach out. We'll be happy to assist you in double-checking and updating your details accordingly.

support@sassculture.com