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Frequently Asked Questions

We’re always here to help. We ask that all customers read through these FAQs in the first instance. If you are still experiencing an issue, please contact at [email protected]

Browse, add products to your basket and checkout when you are ready. If you buy from several different Brands you can still check out as a single transaction.

Some of our Brands only deliver to certain countries. If you are in a country not supported by the Brand you are buying from then unfortunately you won’t be able to complete the transaction. If you have other items which are available for delivery then you will need to remove the problem item and continue with the order.

You can pay by credit, debit card, ApplePay or GooglePay. When you use a debit or credit card you will have the option to store it for future use on the site. We use Stripe to process payments and handle store card details. That means we don’t store any of your bank details on our server.

We use Stripe to process payments, before confirming payment Stripe will check the card details you’ve entered. Please check that you’ve entered the correct billing address, 16-digit PAN and 3-digit CVV. Please also check you have sufficient funds in your account to cover the payment.

Yes, in most cases our Brands will allow you to cancel an order, especially if you make a ‘Return Request’ before the order has been processed or dispatched. Our Brands have their own returns policy which can be seen in the ‘Shipping & Returns’ tab in the product detail page. Please check this to see if you are eligible to cancel an item

Given the nature of the products sold on Counter Culture some products cannot be returned for hygiene reasons. Our Brands have their own returns policy which can be seen in the ‘Shipping & Returns’ tab in the product detail page. Please check to see if you are eligible to return a specific product. If you are, you can request a return via your Account page. Go to Orders  Tap ‘Return Request’ next to the order you want to return.

Your order is fulfilled by the Brand or Brands you order from. If you order from several different Brands, you will receive these as different deliveries.

You can see all of your orders in your Account dashboard. To see a specific order’s progress: select ‘Orders’ and the order you want to query. You will be able to see all of the order’s details including any tracking numbers.

Some of our brands are extremely small businesses run by one or two members of staff so it might be that you message has got lost or they haven’t had time to respond. Sometimes owners will go on holiday. In any event we do expect Brands to get in touch with you as soon as possible, ideally within 48 hours but definitely within 7 days. If you haven’t had a response from a brand please contact us via [email protected]

If you have forgotten your login details, please tap the ‘Lost your password?’ link below the login form. It will ask you to enter either you email or username. We will then send you a password reset link via your registered email address.

You can change your password in the same way you would if you had forgotten it – as described above. Alternatively, visit you Account dashboard and tap ‘Account Details’. From this page you can change your password.

In order to close your account please email [email protected] and provide us with your account username or email address, we will then close your account and advise when it is done. Please note for security reasons you must email us from your registered email address.

 

IMPORTANT: If you have a Seller account, please contact us at [email protected]

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