FAQ
QUESTIONS ANSWERED.
Everything you need to know about shopping with Trust The Culture (TTC).
From sizing and shipping to returns and order tracking, we’ve kept the answers simple.
ORDERS & PAYMENTS
How do I place an order?
Browse our collections, select your preferred size and colour, then add your items to your bag. Follow the checkout steps to complete your purchase securely.
Can I change or cancel my order?
We process orders quickly, so changes or cancellations cannot be guaranteed once an order has been placed. Contact our team as soon as possible if you need assistance.
What payment methods do you accept?
We accept a wide variety of secure payment methods at checkout to make your shopping experience straightforward.
You can complete your purchase using:
- Buy Now, Pay Later: Afterpay, Klarna, and Zip (available for eligible customers).
Credit/Debit Cards: Visa, Mastercard, American Express, and JCB.
Digital Wallets: PayPal, Apple Pay, Google Pay.
All transactions are processed securely through encrypted payment gateways to protect your personal billing details.
Do I need an account to place an order?
No, you can shop with TRUST THE CULTURE as a guest without creating an account. Simply add your favourite pieces to your cart and proceed to checkout.
Why was my payment declined?
Payments may be declined due to incorrect card details, insufficient funds or security restrictions from your bank. Please check your information and try again, or use another payment method. If the issue continues, contact your bank or our team for assistance.
SHIPPING & DELIVERY
Do you ship across Australia?
Yes. We deliver Australia-wide using Australia Post, with Standard and Express shipping options.
How much is Australian shipping?
Standard shipping costs $9.95 for orders under $150. Express shipping is free for orders over $150. Available options and charges are confirmed at checkout.
Do you offer same-day dispatch?
Yes. Eligible Australian orders placed before 12 pm Sydney time, Monday to Friday, qualify for same-day dispatch, excluding public holidays.
Do you ship internationally?
Yes. We ship to New Zealand and selected international destinations via Australia Post. Shipping rates and delivery times vary by destination, with free shipping available on eligible orders. Visit our Shipping & Delivery page for full details.
How long does delivery take?
Estimated delivery times after dispatch are:
Australia Standard: 2–6 business days.
Australia Express: 1–3 business days.
International Standard: 5–10 business days.
International Express: 4–6 business days.
Delivery estimates may vary by destination, carrier operations and customs clearance.
For full details, visit our Shipping & Delivery page.
What happens if I enter the wrong shipping address?
Please contact us at hello@trusttheculture.com.au as soon as possible with your order number and correct address. We’ll do our best to update your details before dispatch. Once your order has been shipped, we cannot guarantee changes or successful delivery.
Do you ship to PO Boxes or Parcel Lockers?
Yes. We ship to PO Boxes and eligible Australia Post Parcel Lockers within Australia. Please ensure your delivery details are complete and accurate at checkout.
RETURNS & REFUNDS
What is your returns policy?
We accept eligible returns for exchange or store credit within 14 days of delivery. Items must be unworn, unwashed, with original tags attached and in resaleable condition.
Do you offer refunds?
We don’t offer refunds for change of mind, incorrect sizing or personal preference, except where required. Refunds are available for eligible faulty or incorrect items and other approved circumstances.
Can I exchange an item?
Yes. Eligible items can be exchanged within 14 days, subject to stock availability. Customers cover voluntary return shipping and replacement delivery costs.
Can I return sale items?
Items discounted by less than 20% may qualify for exchange or store credit. Items discounted by 30% or more are final sale for voluntary returns.
For complete information, see our Returns & Refunds policy.
How do I start a return?
Email hello@trusttheculture.com.au within 14 days of receiving your order, including your order number and reason for return. Our team will review your request and provide return instructions if eligible. Please read our Returns & Refunds policy for full details.
Who pays for return shipping on faulty items?
Every TTC piece is carefully checked before dispatch. In the unlikely event you receive a faulty item, please contact us at hello@trusttheculture.com.au with your order number and clear photos of the issue.
We recommend inspecting your item upon delivery and providing photos or an unboxing video where possible. If a fault is confirmed, we’ll cover reasonable return shipping costs in accordance with Australian Consumer Law.
SIZING & PRODUCT CARE
How do I choose the right size?
Check our Size Guide for measurements and fitting information before ordering. We recommend comparing the measurements with a garment you already own.
Are TTC pieces true to size?
Fit varies by style. Some TTC pieces feature relaxed or oversized silhouettes, so always review the product description and size measurements.
How should I care for my TTC clothing?
Follow the care label attached to each garment. Washing and drying requirements may vary depending on the fabric and design.
COLLABORATIONS
Do you offer collaborations?
Yes. We’re open to working with creators, influencers and models who connect with the TTC aesthetic. Email hello@trusttheculture.com.au with your social media links, media kit and collaboration proposal. We’ll be in touch if it’s a good fit.
What do you look for in a brand ambassador?
We value authenticity, creativity and a genuine connection to streetwear culture. Quality content, personal style and an engaged audience matter more to us than follower numbers.
Can I request TTC pieces for editorial shoots or styling?
Yes. We welcome enquiries from stylists, creatives and media publications. Email hello@trusttheculture.com.au with your shoot concept, dates and relevant project details. All requests are subject to review and availability.
TRACKING & SUPPORT
How can I track my order?
Once your order ships, you’ll receive a tracking number by email. Follow your delivery through our Track My Order page or Australia Post.
What if my parcel is delayed or missing?
Check your tracking details for updates. If your parcel is significantly delayed, missing or arrives damaged, contact our team for assistance.
How can I contact TTC?
Visit our Contact Us page for help with orders, sizing or general enquiries. Our team is here to make your shopping experience simple and seamless.
You can also reach us through:
Email: hello@trusttheculture.com.au
Live Chat: Available on our website during business hours.
Business Hours: Monday to Friday, 9:00 am – 5:00 pm (AEST). Closed on weekends and public holidays.