If you have any questions about Culture Vulture, our products or services, please take a look to see if yours is a frequently asked question. Use the buttons below to find your question.  

Coronavirus Brexit Ordering Delivery Returns Emails Catalogues Products  
 

Coronavirus Update

While we look forward to happier times, we want to keep you in the loop about what we’re doing to deliver joy to your home, wardrobe and garden, as well as keeping our staff and supply chain safe.
Thank you for your continued patience and support.

NHS Discount

We’re offering NHS and emergency workers 20% off their order with Blue Light Card. Activate the discount on the Blue Light Card website to get your code to use at checkout.

Orders

Our website remains fully operational and you can order in the normal way.
We are continuing to fulfil your orders with our team working in split shifts at a safe distance from each other to keep our warehouse working safely. There are a maximum of 30 operatives working at any one time in our 100,000 sqft warehouse so they can feel confident about their safety.
We are working tirelessly to make sure that our products are available and delivered to you in the safest way possible.

Deliveries

Your order should arrive within 5-7 days for standard UK delivery.
Delivery companies have introduced procedures for safe handling of parcels for individuals who are self-isolating. Our website allows you to leave special delivery instructions for added precautions. Most orders are delivered by Royal Mail tracked service.
Royal mail will log the name of the person accepting the item. This will apply to all deliveries that require a signature. For all customers (including those who are self-isolating) where they need to deliver any parcel that won’t fit through your letterbox, they will place your item at your door. Having knocked on your door, they will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.
For furniture and large items that are delivered by a 2-man service. They will contact you in advance to arrange delivery. During Covid-19, they have advised us:
“You may elect to have the item left outside your door or delivered to a specific room in your home. Our delivery teams will be following strict hygiene procedures including the wearing of gloves and mask where appropriate.”

If you wish to delay the shipment of your order up to 2 weeks, please contact us by phone or email.

Customer Service

Our customer service team are mainly working from home. They are taking telephone calls and replying to emails between the hours 9am-6pm Monday - Friday, 9am-5pm Saturday.

If you have any questions or need our help, please call us on 0333 240 6178 or email us at service@culturevulturedirect.co.uk.

Brexit

Is Culture Vulture still delivering to Europe?

Following Brexit, we are still delivering to several countries in the EU, but not all. You can find the full list on our delivery page.

Will I have to pay extra customs duties?

No, in those European countries where we are still delivering, our prices are DDP, delivered duty paid to your home address. You can see which countries this affects on our delivery page.

Can I still order everything I used to?

We are currently facing challenges with shipping food to EU countries so we have temporarily restricted this on our websites.

Will there be a change in delivery cost? If so, how much?

At this time, delivery prices remain the same.

How long are the delivery times?

Due to border delays, delivery may take a bit longer. Please allow 14-21 days for your order to arrive to EU countries.

Do I have to pick up my order at the customs office?

No, your order will be shipped to your chosen delivery address and will not incur any custom’s charges within those EU countries.

Ordering

Why won’t my promotion code work?

If your promotion code isn’t applying to your order, please read the terms and conditions of your promotion. Some of our discounts will exclude sale items and have expiry dates so please ensure you check this.
If your promotion code is still not working, please email service@culturevulturedirect.co.uk or call 0333 240 6178 (9am-6pm Monday - Friday, 9am-5pm Saturday).

How do I pre-order a product?

We are working tirelessly to make sure that our products are available but we are experiencing delays due to Covid-19. All products that are available to pre-order will show the expected delivery date from our supplier on the product page. Full payment will be taken with your order.

How do I cancel or add to my order?

Orders are processed as soon as possible. If you place an order online in error, or want to add something to an order you have already placed, please call 0333 240 6178 (9am-6pm Monday - Friday, 9am-5pm Saturday) and quote the order number from your confirmation email.

Is your payment process secure?

Yes, we can assure you that the payment section of our website is secure, and you can shop with confidence using our online payment system. We accept PayPal and all major credit cards including Visa, Visa Debit, Visa Electron and Mastercard. All our payments are handled by Opayo a leading UK PCI DSS compliant payment provider. We do not store your credit card details on our systems unless you request us to do so on checkout. Even then, you will be asked to enter your security code as we do not hold this piece of information.
You should see a padlock symbol on secure pages. This can be found next to the address bar in your browser, or in the footer bar.
Before entering your card details on the payment page, you will see a padlock with 'Opayo By Elavon' in the top right-hand corner, which is verification that all transactions made on our site are authorised and secure.

What if I have forgotten my password?

If you have forgotten your password, please click on the forgotten password link on the sign in/register page and we will email you a link to change your password.

How do I change the delivery address on my order?

Our website allows you to send to a different delivery address. When you reach the Delivery & Payment section while placing an order, you can select a new delivery address there. When creating a new account, there is an option to select an alternative delivery address to your billing address. Alternatively, if you have an account on our website, there is an address book log where you can add, edit and remove addresses.

How do I add a gift message?

You can add a gift message of up to 150 characters, this will appear on your delivery note. When you reach the Delivery & Payments section while placing your order there is an option to add a gift message, under the delivery address section.

Ordering a gift?

When ordering a gift where you choose an alternative address to your billing address, payment details and item prices will not be included on the invoice in the parcel. Unfortunately, we do not offer a gift-wrap service or gift vouchers.

Do you deduct VAT to the Channel Islands?

Our published prices are what our customer pays regardless of territory and include VAT at the applicable rate for that territory, in the case of the Channel Islands, zero. However, where possible we try to keep a flat despatch charge for the UK (including British Crown Dependencies like the Channel Islands) despite the true cost being higher.

Delivery

When will my order be delivered?

Our estimated delivery times are as follows

  • For standard UK delivery we deliver in 3-5 days.  
  • For next working day delivery, available to UK mainland addresses only, place your order before 2pm Monday to Thursday for delivery the following day. Orders placed on Friday before 2pm will be delivered for the following Monday. Orders placed on Saturday and Sunday will be delivered the following Tuesday.
  • We regret we cannot offer next working day delivery at weekends
For more information on our delivery service, click here

What if my product isn’t available at time of order?

When we receive an order, we will immediately despatch all the items that are available from stock. Any remaining items are despatched once they have all arrived in stock. This is to minimise the inconvenience of multiple parcel deliveries and to enable us to offer the facility of taking orders on out of stock items without extra charge. If you require any items on your order more urgently, please contact us by emailing service@culturevulturedirect.co.uk or call 0333 240 6178 (9am-6pm Monday - Friday, 9am-5pm Saturday).

Has my order been despatched?

Once you have placed your order, you will receive an email informing you that your order has been despatched. This will include the despatch date and tracking number (if available), please allow 24 hours for live tracking.
If your order still hasn’t arrived within the advised timescales, please email service@culturevulturedirect.co.uk or call 0333 240 6178 (9am-6pm Monday - Friday, 9am-5pm Saturday).

Can my order be sent to a different delivery address?

Yes, if it is more convenient, we can deliver to a different address for example, a relative.
The delivery note will not contain prices and we can also add a personal message if the order is for a gift.

Will the delivery company enter my home to deliver a heavy parcel?

The delivery company will only deliver to the door step of the ground floor and cannot allow their team members to enter a customer’s premises as their insurance does not cover this. Our apologies for any inconvenience this may cause. During Covid-19 restrictions, they are offering contactless delivery for your safety and peace of mind.

Can you deliver to a flat?

We can deliver to the main entrance of the flats on the ground floor. We are sorry but our carriers are unable to carry items up flights of stairs or into your property as they would not be insured. Please make it clear on your delivery address if your property is a flat and provide a telephone number for the carrier. This will help to prevent a failed delivery. Delivery of large and heavy items may require that you meet the driver at the ground floor entrance to accept delivery. These may be delivered on lorries rather than vans so you need to advise us if there are any parking restrictions.

Can my order be delivered to multiple addresses?

If you would like to have items sent to different addresses, please complete a separate order for each address. A separate delivery charge will be applied to each address.

How long will it take to deliver a replacement item?

Please allow 10-14 days.

Returns

What is your returns policy?

We hope you are pleased with your order. If anything you have ordered does not live up to your expectations just return it to us unused for an exchange or refund within 30 days. Please ensure that the item is packed to arrive back to us in resaleable condition. We are sorry but personalised items, food and self-assembly furniture (once partly or wholly assembled) cannot be refunded or exchanged unless faulty. Unless the item is faulty or was sent in error, return postage will be at your cost. It is important that the goods are returned in the best possible condition so please pack them appropriately.

Click here to view our no quibble returns policy

How long will it take to receive a refund?

Please allow 10-14 days.

What should I do if I think my refund is incorrect?

If you believe your refund is incorrect, please contact us as soon as possible by email or phone so that we can assist you with this.

What happens to my refund if my card is no longer in use?

If the card is no longer in use but you have a replacement the refund will go back into the same back account automatically when the return is processed. If you have closed that account and the bank is no longer accepting payments, you will need to contact us by email or telephone so that we can discuss this further.

Will I receive a refund if the price of my item has changed since I ordered it?

Like many retailers, we run short promotions at different points in the year. These promotions are sometimes across all items and sometimes against selected lines only and therefore a product you particularly like may or may not be included. Likewise, your chosen product may no longer be available by the time that we run a promotion. In this case we will not refund the difference.

Emails

Can you remove my details from your email list?

Yes, please email your name and email address details to service@culturevulturedirect.co.uk or call 0333 240 6178 (9am-6pm Monday - Friday, 9am-5pm Saturday).

Where do I sign up to your newsletter?

Please use the newsletter sign-up section towards the bottom of the website to subscribe to our free email newsletter and ensure you stay up to date with Culture Vulture's latest offers and collections.
Culture Vulture will never provide your email address for third-party marketing activity; you may unsubscribe at any time. Please read our privacy policy if you wish to know more.

I've subscribed to your newsletter but I have not received any emails

To ensure that our emails don't get caught by a junk mail filter, please add @email.culturevulture.co.uk to your safe senders list.
It is possible that if you haven't opened or clicked on a Culture Vulture email recently, we may have reduced the frequency of the emails we send to you.

Catalogues

How do I request a catalogue?

If you would like to receive a copy of our catalogue, please click here to request your free catalogue

Where do I find my promotion code?

This code can be found on the back cover of your catalogue in a box which says “Promotion code”. 

Can you remove my details from your mailing list?

Yes, please email your name and address details to service@culturevulturedirect.co.uk or call 0333 240 6178 (9am-6pm Monday - Friday, 9am-5pm Saturday).

Why is the catalogue price different to the web price?

Prices can differ for web exclusive offers. Regular web customers are emailed details of latest promotions and sales. Catalogue prices are correct at the time they are printed.

Will my data be shared with a third party?

You will not be sent 3rd party communications unless you have given consent for us to share your data with 3rd parties by not opting out of receiving mailings and offers from 3rd party companies when you placed your first order.

I have been referred by a friend who has passed on a catalogue, can I have a discount?

Sometimes we have customers who have passed on one of our catalogues to a friend or family. Please contact our customer service team who will provide you with a referral code.

Products

Where can I find out more information about a product?

We try to provide as much detail as we can about our products online and in our catalogues, but if there is something additional that you would like to know, please email us at service@culturevulturedirect.co.uk or call 0333 240 6178 (9am-6pm Monday - Friday, 9am-5pm Saturday).

Where can I find information on ingredients & allergens?

Allergens are provided by the manufacturer. Allergen information is provided on our product pages on our website, this can be found under the Size & Additional Information section.
Please always check the product label on receipt.

What if my item is faulty, damaged or is missing parts?

If you have a faulty or damaged item or it has parts missing, please contact our customer services department by emailing service@culturevulturedirect.co.uk or call our customer service team on 0333 240 6178 (9am-6pm Monday - Friday, 9am-5pm Saturday) for help to resolve the problem. We will exchange any damaged or faulty goods at our own expense. A photo of the fault allows us to process this quicker for you.

What are the terms of your guarantee for electrical products?

Unless stated otherwise, electrical products are guaranteed for 1 year in accordance with the manufacturer's guarantee.

If a product is out of stock online, can I still order it over the phone?

Stock availability is the same whether you order online or by phone. The website will show if a product is in stock or the date that it is expected back in stock. In both these instances orders can be placed online or by phone. If a product code does not register in the search box on the website, it means it has been discontinued and is no longer available to order.

Where can I find your size guide?

Please click here to view our how to measure guide, use this as a general guide however, each garment will have it's individual size guide on the product page. If you are between sizes, we would suggest selecting the larger option. We source our clothing from a wide range of producers and so styles may fit differently. Style, cut and fabric will also have a bearing on how a garment will fit. Garment lengths differ from style to style. Please refer to the specific size guide on the product page for more information.

Disposal of stock from the business

We are committed to disposing of any unsold stock responsibly via donations to various charities. Under no circumstances is this stock sent to landfill. The vast majority of old stock is cleared via online sales, so the quantities concerned are very small.

Website

How do I delete my cookies & cache?

Sometimes on all websites clearing your cookies and cache fixes small problems like loading or formatting issues. To delete your cookies, visit your browser settings which is usually in the top right corner. There should be a section called clear browsing data and within that you need to select “Cookies and other site data" and "Cached images and files". Once the cookies are cleared you should close the browser and reopen it and you should be able to view the site without any issues Please note: If you have items in your basket and you are not logged into your account clearing your cache will remove them. If the problem still persists, please contact our customer service team.

How do I use your Wishlist?

To use our Wishlist, each product has a heart button on the product page that adds it to your Wishlist. To save this you will need to create an account. If not your Wishlist will remain until your cookie expires. Please note: our Wishlist does not notify you if items come back into stock.

What do I do when I receive a payment error?

There are several reasons why you may receive a payment error. If you have entered your card details and you are shown a message stating “Your card has not been authorised”, this means we did not receive approval from your bank, please check your billing address matches the address registered to the card and your card details. If this problem persists you may need to contact your bank. If the payment page stalls, please do not refresh the page. We would recommend using an alternate device to complete your order or contact our customer service team to process the order over the phone.

How do I refer a friend?

To refer a friend you need to register here
On that page and in an email you will receive a referral code. You can also access this in the rewards section within your account page. You can pass on the referral code to your friend. Once your friend has filled their basket, there is a section under the voucher code field that states “been referred by a friend?” They need to click on this and they will need to enter their email address and the referral code to receive their discount code. The referred friend must be a new customer with us.
Once your friend has placed their first order you will receive an email with your reward discount.