Customer FAQs

SETTING UP A CUSTOMER ACCOUNT

How do I sign up?

This marketplace uses e-mail & password for all your logins. 
 

I forgot my password. How do I reset it?

You can reset your password through your e-mail account.

Can I still create an account if I'm not Rastafari?

Non-Rastafari buyers can directly support artists and businesses by buying their goods. This is a form of allyship with the Rastafari community. We do ask that our non-Rasta customers refrain from buying or requesting to buy items like ceremonial or traditional garments. These types of items have special purposes within our communities.

Who are Rastafari Allies?

An ally is one who does not identify as Rastafari, but supports and advocates for the rights of the Rastafari community. By purchasing authentic Rasta-made art, an ally is partaking in cultural appreciation (not appropriation) by promoting the continued practice of Rastafari creativity.
 

Allies can create a customer account and support Rastafari brands and businesses.

 

CUSTOMER ORDERS

Do you allow guest checkout?

Yes. You can choose not to create an account at Culcha Spot/Shop when making a purchase. However, you are highly recommended to do so as all your delivery details will be saved in your account. Any future purchases that you make will become much faster and simpler.

What is an order ID?

For every successful checkout with an invoice ID, all the items that belong to a particular seller will be consolidated to a single order ID. Therefore, if you bought multiple items from a few sellers in a single checkout, you should receive multiple order IDs.
 

What are Delivery options?

Delivery options are a list of seller defined delivery methods that you can receive the item by. Some of our sellers are located internationally, so contact them first if you are concerned about shipping.
 

Will I be charged any fees for making a purchase?

You will not be charged any admin fees by Culcha Spot/Shop. However, you are responsible for all other related charges and taxes (including shipping and customs) related to the purchase including and not limited to charges invoiced by the seller, freight forwarders or by the tax authorities.

How do I check my order statuses?

Simply hover the cursor over your profile to activate the drop down bar and click on “Account”. This opens up your Purchase History page where you can access details of orders that you have placed, including invoice ID, timestamp, item, qty, delivery method and order status.

 

CREDIT/DEBIT PAYMENTS

How do I make a credit/debit card payment?

Click the shopping cart on the top menu bar. After selecting the items that you want to checkout, fill in your delivery details which include your name, notification email, contact number and delivery address. If you are using an account, these details should already be pre-populated for you. Next, review the order details one last time before clicking “Proceed to payment”. Check the payment details and click “Pay now”. 

Are the credit/debit card payments safe?

Culcha Spot/Shop does not store nor handle any credit card details on our site. 

How do I know that my online payment is secure?

 Culcha Spot/Shop uses Secure Socket Layer (SSL) technology which ensures that all connections on Culcha Spot's server remain encrypted. This explains why the website address begins with “https” instead of “http”.

 

ORDER CANCELLATIONS & REFUNDS

Can I cancel my order and get a refund?

All sales made on Culcha Spot/Shop are considered to be final and binding. Thus we do not accept any order cancellations once the order has been paid. Please contact the seller directly if you need to have your order cancelled. It is up to the seller’s discretion whether he/she will allow a cancellation and provide a full refund excluding any transaction fees that have already been incurred. In addition, do note that the admin fee collected by the Culcha Spot/Shop is a fixed commission for facilitating a sale and thus will not be refunded. However, in rare cases where the actual item has significant discrepancies from the item description or is undelivered, please refer to our dispute policy below.

I did not receive my item, what am I supposed to do?

If you did not receive an item, you need to make a report to the seller by filling out this form. The seller should address your concern and provide updates on the delivery of the item and its tracking information. If you find that the seller’s response is unsatisfactory, Culcha Spot/Shop will step in to mediate. You should always communicate through the admin so that you will be protected by our Terms of Service. This means contacting a seller via their profile on Culcha Spot/Shop.

The item condition has significant discrepancies from what was stated in the item description. Am I able to get a refund?

If there are any significant discrepancies in the item, you should contact the seller directly. The seller will address your concern and offer a solution, such as offering a replacement or trading for another item.

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If both you and the seller have agreed on returning the item, you should take note of the following.

• You must return the item in the exact same condition in which it was received.

• It is your responsibility as the buyer to pay for the return cost of shipping.

• You, as the buyer, need to pay for any customs charges incurred on the returned item.

 

If you are unsatisfactory with the resolution provided by the seller, you can request Culcha Spot/Shop to mediate for you.

As part of the mediation process, the admin will review the chat history, item description, photos of the item provided by both you and the seller, and any other information about the item that you and the seller have provided. You should always communicate through the admin so that you will be protected by our Terms of Service.

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