SHIPPING AND RETURNS - FREQUENT QUESTIONS
In the following section you will find an explanation of how to place an order through our online store.
HOW TO BUY:
1. Select your size and color and select "Add to cart"
Make sure that the size chosen is the correct one through our size guide. All Cortana clothing is shown in Central European sizes. Through the size guide you will be able to see its equivalence in other systems.
2. Make purchase
To complete your purchase, first select "the shopping cart" located in the upper right corner of the page and then select "Complete order" to enter the payment area.
Next, complete the form with your address, billing information and select the payment method.
It is important that you fill in all the personal information to avoid any delivery error.
Shipping costs will be calculated directly when entering the country. If it does not appear, please send an email to email@example.com.
To finalize your purchase, you can pay with a credit or debit card (Visa, MasterCard, Amex) or with the secure payment gateway PayPal.
Then click on “Complete purchase”.
3. Confirmation of purchase
If the data is validated, the order will end correctly and you will see the purchase confirmation along with the order number.
You will also receive a confirmation email for your purchase.
1. Shipping costs
Shipping and customs costs vary depending on the country of destination. Shipping costs are calculated automatically and are reflected on the payment page. In addition, the shipping costs will be reflected in the purchase invoice.
In case of making a return, shipping costs will not be refunded.
Shipping costs will be free for the following orders:
Spain and Portugal from 500 EUR
China starting at CNY 3,800
European Union from 1,000 EUR
Rest of the world from 1,500 EUR
2. Delivery times
Shipments are normally made in about 48 hours after placing the order. The delivery date will depend on the courier, although this is usually not more than 5 days.
The "pre-order" garments will be sent, approximately, on the date indicated in the product file that appears on the web when purchasing it.
In some cases the pre-order date of the product may vary slightly, in which case we will contact you to communicate any type of change.
The delivery times are approximate and by default, a delay in the same does not contemplate in any case a possible claim for damages.
When the order leaves CORTANA's warehouses, you will receive an informative email with a tracking number from the transport company.
4. Countries to which shipments are not made Cortana does not ship to the following areas of the European Union countries: Ceuta, Melilla or the Canary Islands (Spain), Helgoland Island and the city of Büsingen (Germany), the Faroe Islands and Greenland (Denmark), Aland Islands ( Finland), Mount Athos (Greece), San Marino, Channel Islands and Gibraltar (United Kingdom).
Thank you for shopping on Cortana. We hope you have enjoyed your order, if for any reason upon receiving your order you are not completely satisfied or satisfied with it, you have a period of 15 calendar days, from the date of receipt, to make your return. The costs of the return are borne by the customer.
To make a return, you only need to follow the instructions on the "return form" that you will find in your package.
1. How to place a return
Step 1: Please enter the items you wish to return, place the items to be returned in the original shipping box.
Step 2: Fill out the attached returns form and enter it in the box.
Step 3: Close the package correctly.
Step 4: Contact the courier company of your choice to specify the pick-up time.
2. Return conditions
Returned items must be in their original, unused condition, with all product tags and all accessories included.
Currently it is only possible to make a return, not being able to make changes in size or color.
Returns of products that are incomplete, damaged, mutilated, altered, or in any condition Cortana can reasonably believe have been used will not be accepted and will be returned to the customer.
In case of making a return, shipping costs are not refunded.
Refunds will be paid in the same way the original purchase payment was made. After receiving the return of the item, we will make the refund as soon as possible. It must be taken into account that once we have given the order to make the refund, the provider of your payment method (PayPal, Visa, Mastercard, etc.) may take between 7 to 10 business days. We recommend keeping your shipping note until you have received your refund. Remember that shipping costs are subtracted from your refund.
To make an exchange, please contact our Customer Service department at the following email address firstname.lastname@example.org.
If you have any additional questions you can send an email to email@example.com. In any case, we will try to give you an answer as soon as possible, taking into account that our customer service hours are from Monday to Friday from 9:00 a.m. to 6:00 p.m. (+1 GMT), except holidays in Spain.