How do I exchange or return my product(s)?Updated 22 days ago
Exchanging or returning your Cortazu product(s) is simple.
For EU Orders:
Please use our dedicated return portal: Cortazu Return Portal.
Follow the steps outlined to initiate your return or exchange.
For Orders from Switzerland, the US, and the UK:
Visit our return portal: Cortazu Returns Portal.
Look up your order using your email and order number.
Don’t forget to prefix the order number with "#" for UK and US orders.
For Orders Outside Europe:
We currently do not offer return shipping for countries outside Europe, apart from the UK and the US.
However, if you wish to return an item, you may do so at your own expense. Please write our support team at [email protected]
After your request is completed, our team will review and approve it. A shipping label will then be sent to your email address once the request is approved.
General Requirements:
Ensure your product:
Still has its original tags attached
It is unused and in its original condition
Return Fees:
If you choose to use our pre-paid return label, a return shipping fee of €6 will be deducted from your refund to cover the actual cost of return shipping.
No handling, restocking, or administrative fee will be charged when you return your entire order, in accordance with EU consumer protection regulations.
Discount Adjustment for Returns:
If you purchased multiple items and received a discount (10% for 2 items, 15% for 3 items, or 20% for 4 or more items), the refund will be adjusted to reflect the proportional discount based on the number of items left in the order after the return.
For example, if you purchased 3 items and received a 15% discount but returned 1 item, the remaining 2 items will be recalculated at a 10% discount.
Shipping Cost Adjustment for Returns:
If you return a product and your remaining order amount falls below €100, the shipping cost will be deducted from your refund.
We offer free shipping for orders above €100, so this adjustment ensures that your refund reflects the updated order total amount after the return.
Refund Process:
Once we receive and verify the product’s condition, we’ll process your refund promptly.
This process can take between 1–7 working days.
Refunds will be made using the same payment method you used for the original transaction and will include the standard delivery cost (if paid), within 14 days of receiving the returned goods or proof of return shipment.
Exchange Fees:
Your first exchange per order is free of charge.
For any additional exchanges, a shipping fee of €6 and a handling fee of €6 will apply to each request.
If you are returning up to 8 products in the same order, no handling fee applies.
However, for every additional product beyond this limit, a handling fee of €5 per product will be charged.
This helps cover the processing and handling of larger returns.
Need Help?
If you encounter any issues with our portal, please send us an email at [email protected].
We're here to help you every step of the way.