Frequently asked questions

Points will be automatically awarded once your order has shipped. It may take up to 24 hours for points to show in your account.

Any order placed within 30 days of joining the Mountain Culture program will automatically be awarded points, as long as the order was placed under the same account you joined with. Unfortunately, we are unable to award points for orders older than 30 days. Orders will be awarded 1 point for every $2 spent, up to 500 points per order.

Orders will earn 1 point for every $2 spent, up to 500 points per order. Points will be awarded after your order has shipped. As you earn points you will level up in the program and gain access to exclusive perks and rewards.

If your question is not answered on this page you can contact the support team via the Help button from within the app.

Please note, we are only able to assist with questions relating to the Mountain Culture program. For questions about a product or order, please reach out to customerservice@kuhl.com

Please see who runs the support?

You can delete your KÜHL Mountain Culture account via the Settings section within your portal.

Click "Edit profile" to access your profile page and then you will be able to update your profile picture and/or display name.

Support requests are handled by the dedicated KÜHL Mountain Culture support team in collaboration with the Duel platform.

You can keep track of member invitations via your portal's homepage. If someone has submitted an application to the program via your unique invitation link, you will notice your "pending" number increase. If you are not seeing this, make sure the person you invited has successfully submitted the application form and verified their email address. As applications are reviewed manually, please allow time for our team to review the request. You will only be rewarded if the person you invite is accepted into the program.

Moderation usually takes 24 hours but can in some situations take up to 72 hours. There may be slightly longer wait times over weekends and during national holidays.

At the bottom of the Missions page, you can view the Missions you have already completed.

This means that your Mission was rejected.

This means that this is a repeatable Mission. You will be able to complete this same Mission more than once. The amount of times you can complete a specific Mission may vary (for example once per week), and this information will be in the Mission.

There are a few reasons as to why one of your Missions may be rejected. Missions will be rejected if:

• You used the same photo as evidence on multiple Missions. All Missions must be accompanied by a new and different photo.

• The photo uploaded is poor quality.

• The screenshot uploaded does not show significant evidence of the Mission being completed, due to how it was cropped or how it was taken.

• Required hashtags or tags are missing.

• The content of the photo or evidence uploaded is incorrect.

There will be a set number of times that a repeatable Mission can be completed. You will be able to find this information within the Mission.

After submitting an Instagram Post Mission, it will automatically move to the 'Awaiting Approval' stage. Please wait for up to 5 minutes.

If you receive a notification in the notification tab confirming successful completion, your task submission was successful. However, if the notification indicates rejection due to missing hashtags and/or mentions, ensure that you include the requested mention and all specified hashtags before resubmitting.

You will need to copy the promo code directly from your Rewards tab and paste it into your basket at checkout. Please double check the terms of the code before applying it. Some promo codes are only valid for a specific set of products or for a minimum basket spend, for example.

From the main menu click Rewards to view your Rewards. You can also see the Rewards you have received from leveling up!

If you were ever considering creating a profile on a new social platform, now feels like the right time! As many Missions are based around certain social media accounts, it does require you to have that form of social media in order to participate.

Hashtags are not case-sensitive but they do need to be spelt correctly for us to identify your social media posts.

We recommend using the Copy button provided with task instructions to ensure hashtags are formatted and spelt correctly.

There are a few reasons why your Instagram post may say it cannot be recognised:

• Please ensure that your account is set to public. Since our platform automatically scans and retrieves information from Instagram, we ask that you please change your account settings to public for the posting of the photo. After submission and the task has been approved, you can change your account back to private and you will retain your points.

• Double-check that if the task is asking for multiple hashtags, that they are all included in the post. Hashtags must be included in the post caption, rather than the comments section, in order for the post to be recognised.

• Please make sure that the post you are submitting for the task as evidence is a new post (within the last 10 on your grid) as the system may not pick it up if it is too old.