Do you offer any repair service? How does it work?Updated 4 days ago
Yes, we do! However, it is currently only available for customers within the EU.
We're sorry to hear you're experiencing an issue with your product. But no worries, we're here to help and will guide you through the next steps to ensure we find the best possible solution.
Step 1: Contact Us
Customers can request a repair either in-store or by email. Before contacting, our Warranty Form must be completed to begin the process.
Step 2: Repair Approval
Our staff will review the request. If the repair is covered under warranty, we will approve it and submit the necessary details through a form to the United Repair Centre (URC) on your behalf.
Step 3: Repair Confirmation & Shipping
Once the form is submitted, you will receive an email confirmation with a repair number.
If you requested the repair online, you must print the confirmation and attach it to your package, before dispatching it to URC (Krelis Louwenstraat 3, 1055 KA Amsterdam)
If you requested the repair in-store, our staff will handle the process and ship the item to URC for you.
Before shipping:
- Please write 'Cortazu Repair' and your order number on the package for easier identification.
- Make sure your product is clean. Unfortunately, dirty items will not be accepted and will be returned to you.
- If possible, share the tracking code of your shipment with us for reference.
Step 4: Repair & Return
For shipped repairs: URC will send the repaired item directly to the customer address.
For in-store requests: You will receive an email notification when your repaired item is ready for pick-up at our store.
By following this process, we aim to provide you with efficient and effective warranty support or repair services for your product.
Additional notes
- The shipping costs for sending the item to our repair partner are the responsibility of the customer.
- Even if the issue is not under the warranty (ex. tears), it may still be repairable. In this case, the customer is responsible for the service cost and the payment must be completed in advance before shipping.
- If you are located outside the Netherlands, any additional shipping costs will be charged after the service is completed. Please contact our support team to review the specific conditions for your case.
- Please note that even if your issue isn’t covered under our warranty, it may still be repairable. In such cases, a service fee (depending on the repair needed) and a €10 handling fee will apply. For more details, contact our support team at [email protected].