Refund policy
Thank you for shopping at www.cortana.es. We hope you have enjoyed your order. We strive to provide an excellent shopping experience and satisfaction for all our customers. Here is our detailed refund policy:
1. Modification or Cancellation Conditions
An order can be changed or cancelled as long as the goods have not entered the stages of packaging or shipping stages. Please contact the Customer Service team, who will assist you with the process of modifying the order before it enters the shipping queue.
2. Return Conditions
Returns of products purchased on Cortana will be accepted within a maximum period of 15 calendar days from receipt of order. If you wish to return an item, please make sure that it meets the following criteria:
- The item must be in its original, unused and undamaged condition.
- It must include all original tags, accessories and packaging.
- The relevant order form must be included inside the package.
Once the returned item has been received at Cortana's offices, it will be inspected by the quality control team to verify that it meets the above requirements.
*Swimwear, earrings and personal hygiene and wellness products are excluded from the return process.
In case of refusal of the return, Cortana will send a specific notification to the customer and, consequently, the amount paid by the customer will not be refunded.
3. Return and Exchange Process
Spain and EU:
Returns
The customer should contact Customer Services. From there, he/she will be instructed on how to return the product.
The customer will receive a link in their email which will redirect them to the returns portal where they can generate the return label. The customer must print out and attach the label to the box. Afterwards, he/she must take the package to any Correos post office or Cortana physical shop (in the case of Spain) or UPS post office (in the rest of the EU).
The cost of return shipping in Spain with Correos is 5€, which will be deducted from the total refund.
The return shipping cost from other EU countries is €15, which will be deducted from the total refund.
The return shipping cost in any physical Cortana shop is free of charge:
- Barcelona: Carrer Provenza, 290
- Madrid: Callejón Jorge Juan, 12
- Palma de Mallorca: Carrer Montenegro, 3
Exchanges
If the customer has purchased an item online, they will be offered the option to request a size exchange via Cortana's Customer Service email address, shoponline@cortana.es.
Outside the European Union:
Returns
The customer must send an email to shoponline@cortana.es with the order number and the products to be returned in order to receive information regarding the return shipment, customs handling and the return label.
Exchanges
Cortana does not process exchanges for direct orders from outside the EU. The customer must return the items to receive a refund for the returned products and place a new order as soon as possible.
If the customer wishes to return a product purchased online, they should contact Customer Service by sending an email to shoponline@cortana.es. Shipping and customs charges for the return of products shall be borne by the customer, unless the return is for an incorrect or defective item.
If the customer requires further information about Cortana's terms and conditions of purchase, the customer should contact the Customer Service team by emailing shoponline@cortana.es. Customer should note that this policy is subject to change or update. Customer should periodically check the Cortana website for any changes.
4. Refund
If the return is accepted by Cortana, the refund will be processed within 24-48 hours. Depending on the payment method selected by the customer at the time of purchase or the customer's bank, the refund time may vary for reasons beyond Cortana's control. Shipping and customs clearance costs are non-refundable.
Cortana reserves the right to withhold reimbursement until the product has been received and verified.