FAQ

Special Offers and Promotional Events

Do you offer a discount on first purchases?

Yes. Please subscribe to our newsletter to recieve a unique code for $40 off your first order. This order must be $200 or more.

Do you offer trade or designer discounts?

Yes. Please complete our application form and we will be in touch.

Do you ever have sales?

Please subscribe to our newsletter to be the first to hear of any upcoming promotional or subscriber events.

Do you have a VIP program?

Yes. Discover more about our VIP program here.

My discount is about to expire but the item I want is out of stock. Can I extend it?

Yes. Please contact us at info@cultiver.com and we can assist you.

Shipping, Returns and Exchanges

Do you offer free shipping?

Yes. We offer complimentary shipping on full-priced orders within the US and Canada. Items purchased during a sale or promotional period may have a flat rate shipping charge applied.

To ensure a smoother delivery experience, the duties and taxes on orders shipping to Canada will be calculated at checkout. You will not receive any further charges upon delivery. Please note, duties and taxes are non-refundable.

For more information regarding shipping, please visit our shipping and returns policy.

How quickly will my order ship?

In stock items will be dispatched within 2 business days of the order being received.

Please note during holiday or promotional periods, dispatch timeframes may be extended.

How do I process a return?

Follow the prompts to process a return here.

What is your returns policy?

View our shipping and returns policy here.

Can I exchange my order?

To exchange your order, apply for a return here. During the return process you can select either a refund or store credit which can apply as an exchange.

Where do you ship?

Orders placed at this website are shipped to USA & Canada.

Please visit our Australian website for shipping to Australia, New Zealand, Asia, Europe, Africa and Middle East including the countries below.

Andorra
Australia
Austria
Belgium
Brazil
Bulgaria
Cape Verde
China
Croatia
Czech Republic
Fiji
France
Germany
Gibraltar
Greece
Greenland
Hong Kong
Hungary
Iceland
India
Indonesia
Ireland
Israel
Italy
Japan
Luxembourg
Malaysia
Mexico
Monaco
Netherlands
New Zealand
Norway
Poland
Portugal
Romania
Saudi Arabia
Singapore
Slovakia
South Africa
South Korea
Spain
Sweden
Switzerland
Taiwan
Ukraine

How long will my return take to process?

Please allow 10 business days from the day your return is received for us to process your refund or store credit. You will be notified via the email you provided once your refund or store credit has been issued.

Do you ship to PO boxes?

Yes. We ship to PO boxes via USPS.

Can I return something purchased as a gift for me?

Please contact us and provide as much information as you can. We will try our best to accommodate, but sometimes this is not possible.

How do I return something I purchased from one of your stockists?

You will need to contact the stockist you purchased from directly to return the item.

Stockists, Wholesalers and Trade Customers

How do I place an order?

Place all orders via the Wholesale/B2B Portal. You can access the portal by logging in via Wholesale.

What if my ‘Wholesale Login’ isn’t working?

If you have an account set up but cannot access it, contact us at wholesale@cultiver.com.

If you have a CULTIVER Designer Account, login here.

Designers

Do you offer designer discounts?

Yes. Please complete our designer application and we will be in touch.

How do I place an order?

We will send you instructions on how to activate your account and place an order once we’ve reviewed your application.

What if I can’t access my account?

Contact us for assistance at customer-care@cultiver.com.

Will my order come with an invoice?

No, only a packing slip and linen care information card will come with your order. An invoice will be included in your order confirmation email.

How long will my order take to ship?

In stock items will be dispatched within 2 business days of the order being received.

Please note during holiday or promotional periods dispatch timeframes may be extended.

Ordering

What if an item I want to order is out of stock?

Join our waitlist on the product page and you will be notified once the item has restocked online.

Can I change my order after placing it?

We cannot guarantee any changes to your order once it has been placed. Please contact us as soon as you can if you notice an error and we will do our best to accommodate.

Can you do custom requests?

In most cases, no. If you’re interested in a large quantity of custom pieces, contact us and we will do our best to accommodate.

Should I wash my products before using them?

Yes. Please ensure, however, that you are satisfied with the color, feel and sizing before washing. We will not accept returns for items that have been washed.

Can you split or swap products in sets?

No. We do, however, offer a Build A Set feature where you can create your desired set from separates.

I think my product is faulty. What can I do?

Send your order number and a photo of your concern to customer-care@cultiver.com and we will be in touch.

There is an imperfection on my linen. Is this normal?

As a natural fiber, there are often small inconsistencies in the weave of the fabric. This perfectly imperfect texture is part of the beauty of linen. As linen experts, we know what is considered to be normal, so please contact us with any questions you may have.

Can I get a replacement for a lost or broken button?

Yes. Please contact us and we can provide a replacement.

Can I request an item in a different size/color to what is shown?

We are constantly reviewing our range, and consider customer feedback when introducing new products or colors. Please contact us with any suggestions of products you would like to see added to our range.

Our Colors

Why does the color I received look different to how it looks online?

Unfortunately, we cannot guarantee how the product may look on your device, as colors can change from screen to screen. We encourage you to order swatches or find your closest stockist to confirm the color before you purchase.

You can also contact us if you would like to see pictures of different color combinations to help you decide.

Do your colors change between batches?

As linen is a natural fibre, there may be slight variations in some colors between seasons. As our Natural linen is not put through the same dyeing process as our other colors, this color typically has the most seasonal variation.

Can I mix the colors in my set?

Yes. Through our Build A Set feature you can create your desired set from separates in our Queen and King sizes.

Do you offer styling advice?

Yes. Contact our Customer Service team to receive styling advice and guidance on our colors and products.

Our Sizing

Do you have a sizing chart?

Our sizing chart can be found on each product page, under the ‘Add to Cart’ button.

What do I do if I receive the wrong size?

By design our sizing is generous. This reduces strain on the linen and ensures our sizes fit all thicknesses of mattress. If you feel as though you have received the wrong size, please contact us as soon as possible.

About Us

Where is CULTIVER located?

CULTIVER is proudly Australian owned and operated.

Where is your head office and warehouse?

Our head office is located in Sydney, Australia. All of our US and Canadian orders are dispatched from our warehouse in Irvine, California.

When was CULTIVER founded?

CULTIVER was founded in 2012 by Nicolle Sullivan.

“My vision for CULTIVER is to offer a curated collection of the best items for our homes that can make everyday more enjoyable as we use them. I am passionate about making our online store easy and enjoyable to use." Nicolle Sullivan, Founder and CEO

Our Textiles

Why choose linen?

Read more about the benefits of linen here.

What is the thread count of linen?

Linen is not measured by thread count, but by GSM (grams per square meter of flax). Our linen is woven at 165GSM which we believe to be the optimum for immediately soft linen that is substantial yet breathable.

Linen is produced at a much lighter weight now than in the past. While this does accelerate the ageing process, it ensures a soft, vintage feel from first use, that otherwise would have taken generations to achieve.

Where is CULTIVER linen made?

Find out where our linen is made here, as well as more on how we manufacture our textiles.

Are your products certified?

Our linen is OEKO-TEX® certified, which means no harmful substances or chemicals are used throughout the production processes.

How do I care for my CULTIVER products?

Discover how to care for your CULTIVER products here.

Payment and Privacy

What payment methods do you accept?

We accept payments from major credit card providers, PayPal, and AfterPay. All sales through this website are processed in USD.

How does CULTIVER protect my data and privacy?

When purchasing from CULTIVER, card details are transmitted through a secure server using either eWay, AfterPay or PayPal gateways. Card data is not hosted by CULTIVER after processing.

CULTIVER is dedicated to keeping your details private. Any information we collect in relation to you is kept strictly secured. CULTIVER will not under any circumstances distribute your information to third parties. CULTIVER uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies sent to your computer from CULTIVER only last while you're browsing our website. We do not store persistent cookies on your computer. Cookies also allow us to give you a more personalised shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.