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 return and 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

Returns

Customers can contact Customer Service for instructions on how to return the product or process the return directly through the returns portal:

Customers must print and stick the label to the box. They must then take the package to any Correos office or Cortana physical store (in Spain) or DHL (in the rest of the world).

Returning the product will have a fee that will be deducted from the total refund:

  • Spain: 5 EUR
  • European Union: Standard 7 EUR / Express 14 EUR
  • USA: 20 USD
  • UK: 15 GBP
  • Rest of the world: 15 EUR

The return shipping cost in any physical Cortana stores is free of charge:

  • Barcelona: Carrer Provenza, 290
  • Madrid: Callejón Jorge Juan, 12
  • Palma de Mallorca: Carrer Montenegro, 3

Exchanges

  • Spain: If the customer has purchased an item online, they will be offered the option to request a size exchange via Cortana Customer Service email at shoponline@cortana.es
  • Rest of the world: Cortana does not process direct exchanges for orders from outside the EU. The customer must return the items to receive a refund of the appropriate amount and place a new order as soon as possible.

Shipping costs for returned products will be born by the customer, unless the return is for an incorrect or defective item.

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.