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FAQs

Products Sign up Orders Exchanges and returns Payment Delivery Others Gifts

Products

What’s included in the price?

All prices given on the website are inclusive of VAT and other local taxes. However, they do not include postage and packaging costs, details of which are listed separately and which must be accepted by the customer.

I’d like to buy an item that’s not available. What should I do?

Items that are no longer in stock at the online store are not normally shown as available for purchase. However, if possible, you should try calling in at a physical store. Find out where the nearest one to you is in the Cortefiel Store section.

How can I find something I’ve seen at cortefiel.com in a physical store?

If the size or colour you’re looking for is not available from the online store, you can try and get hold of it at any of our Cortefiel stores. Simply note down the reference number that appears at the end of the product description. With these 7 numbers and the colour and size you can ask any member of our store teams to help you find the item you’re looking for.

How can I find an item I’ve spotted in a Cortefiel store on cortefiel.com?

To locate an item at cortefiel.com you should use the search engine that appears at the top right-hand corner of the page to look for an item at spf.com. Simply enter the style number you’ll find on the garment tag. Enter these 7 numbers and click on Search. You can also search for an item using the product categories listed on the left-hand side of the page.

Sign up

What are the advantages of registering?

Once you’ve registered, you won’t need to enter your delivery details each time you buy something. You’ll also receive regular updates on our exclusive promotions, discounts and lots more besides.

How can I register?

Look for the ‘Register’ link at the top left-hand corner. You only have to fill in a few details.

I’ve forgotten my password. What should I do?

If you’ve forgotten your password, click on ‘Log in’ and the ‘I’ve forgotten my password’ button. All you’ll have to do is enter your email address and we’ll automatically send you a new link to reset your password.

Once I’ve registered, how can I change my details?

Go to ‘my account’. In the personal details section you’ll find the edit details option.

I no longer wish to receive information by email. What should I do?

If you no longer wish to receive communications by email from us, simply go to ‘My account’, and then ‘Edit my details’. You should deactivate the checkbox that reads ‘I'd like to receive details of Cortefiel promotions and news via email’ that appears at the bottom of the page.

Orders

What should I do if I experience any difficulties with my order?

If you can’t find the answer to your problem here, please write our Customer Service Department at online@cortefiel.com.

¿Acumulo puntos por mis compras en la shop online?

De momento la acumulación de puntos y la identificación como socios del club en nuestra tienda online está limitada a las tarjetas con fecha de alta anterior al 4 de abril. Para este tipo de tarjetas la acumulación de puntos en la tienda online es igual a la acumulación de puntos en tiendas Cortefiel: por cada compra que hagas en la tienda online, tus puntos serán cargados automáticamente en tu cuenta del Club. Para tarjetas de socios con alta posterior al 4 de abril, la acumulación de puntos y la identificación como socio en la tienda online estará disponible en breve.

Para que los puntos puedan ser cargados, recuerda introducir el número de tarjeta y tu DNI al registrarte.

Recuerda que de momento no es posible redimir puntos online, pero siempre podrás hacerlo en tiendas Cortefiel.

Exchanges and returns

I’m not happy with my order, can I exchange it or get my money back?

Yes, you can return or exchange items provided that they have not been worn and are still in their original packaging and the tags in perfect condition. Follow the instructions given in the section entitled ‘How can I return or exchange an item purchased at cortefiel.com?

How can I return or exchange an item I’ve bought at cortefiel.com?

Exchanges and returns EUROPEAN COUNTRIES (except Portugal):

* Returns or exchanges at physical stores:

No returns or exchanges may be made at physical stores.

* Returns or exchanges via the online store:

No exchanges may be made via the online store.

The procedure for returning items purchased via the online store is as follows:

Terms and conditions: the returns procedure must be initiated within 15 working days following receipt of your order.

Cost: The cost of returning items shall be payable by the customer.

Procedure: All unwanted items must be sent to the CORTEFIEL.COM online store at Paseo del Deleite s/n, 28300 Aranjuez, Spain, via your preferred means of transport (shipping costs are payable by the customer). Payment on delivery is not accepted.

Cortefiel will refund customers with the corresponding amount within 30 days of reception of this notification pursuant to the terms and conditions given above. The return shall be made via the same method used for payment.

My order is a gift. Can the receiver return or exchange it if it’s not quite right?

Yes, just like any other order. Please refer to the section entitled ‘How can I return or exchange an item purchased at cortefiel.com?’ in these FAQs.

Gift packages only include a gift receipt. This means that in order to return or exchange items at a physical store, you will have to provide the person who received the gift with the original receipt. This ticket can be downloaded at the "My Account"

Payment

How can I pay for my purchases?

To pay for your purchases, you can use your credit card (VISA, MasterCard, American Express) or debit card (4B or 4B Maestro), as well as PayPal.

When do I have to pay?

Payment must be made when placing the order; no order is definite until payment is made. The amount payable is the total obtained by adding the price of each item and the corresponding postage and packaging costs and deducting the amount corresponding to any promotions that may apply.

Proof of payment for each order will be sent by email and may also be consulted in the section entitled ‘My account > My orders’.

My payment was not successful. What should I do?

You should let us know as soon as possible by writting our Customer Service Department at online@cortefiel.com and we’ll soon find out what went wrong.

What should I do if I find out my credit card has been used fraudulently?

You should let us know as soon as possible by writting to our Customer Service Department at online@cortefiel.com.

Delivery

Is it possible that I may not receive an item I have purchased?

Cortefiel informs its customers that the number of items on sale are those estimated to be in stock at the given time; it does not intentionally give higher numbers than those actually in stock.

Cortefiel will do everything in its power to supply all those items ordered by customers. However, it may be possible that in certain cases and due to causes that Cortefiel finds hard to control, such as human errors or IT system incidents, it is unable to provide an item or items ordered by a customer.

If an item is not available after an order has been placed, the user will be duly notified via email or phone. They will be entitled to a partial or full cancellation of this order.

How long will it take for my order to arrive?

Deliveries take between 2 and 3 working days once the purchase has been made.

Where will my order be sent to?

To the address you specify, with the exception of Post Office Boxes, or to the Cortefiel store of your choice (only available in Spain and Portugal). In both cases you can track your orders from the ‘My Account’ section.

How much will delivery cost me?

Postage and packaging costs will vary in accordance with the total amount of your purchase and the delivery address. In some cases the shipping cost will be absolutely FREE depending on the amount of your purchase.

Home delivery:

Country
Purchase under 100 €
100 € to 150 €
Over 150 €
Austria
11,95 €
7,95 €
FREE!
Belgium
9,95 €
5,95 €
FREE!
Bulgaria
12,95 €
8,95 €
FREE!
Denmark
10,95 €
6,95 €
FREE!
France
9,95 €
5,95 €
FREE!
Finland
10,95 €
6,95 €
FREE!
Germany
9,95 €
5,95 €
FREE!
Greece
10,95 €
6,95 €
FREE!
Netherlands
9,95 €
5,95 €
FREE!
Hungary
11,95 €
7,95 €
FREE!
Ireland
10,95 €
6,95 €
FREE!
Italy
9,95 €
5,95 €
FREE!
Luxembourg
9,95 €
5,95 €
FREE!
Poland
11,95 €
7,95 €
FREE!
Sweden
10,95 €
6,95 €
FREE!
UK
9,95 €
5,95
FREE!

My order hasn’t arrived. What should I do?

You can track the status of your order by clicking on ‘My Account’. Here you’ll find a section called ‘my orders’, where you can see the status of each. If you have any further queries you can call our Customer Service Department on 902 45 35 45 (only Spain) or write to us at online@cortefiel.com

Will I know beforehand when my order will be arriving?

DHL, our carrier, will send a text message (SMS) to your mobile to inform you when they’ll be delivering your order.

What happens if I’m out when my order arrives?

DHL, our carrier, will leave a note will leave a note saying that they called but there was nobody at home. They will then try to contact you to arrange another delivery time.

Following a second unsuccessful delivery attempt, you must contact DHL in order to find out what to do.

Others

¿Cómo puedo disfrutar de los descuentos del club Cortefiel?

Para beneficiarte de los descuentos del Club Cortefiel sólo tienes que introducir el Código de descuento en el apartado "¿Tienes un código de descuento?" cuando vayas a efectuar tu compra.

I have a discount code. When can I use it?

Discount codes should be used at the check out in the shopping bag section. On entering your code, the discount will be automatically applied to your purchases. Remember that some discount codes cannot be accumulated and may cancel out other discounts you were entitled to prior to entering the code.

There are still a few things I’m not sure of. Can I contact you?

For any other queries you may have, please write to our Customer Service Department at online@cortefiel.com.

Gifts

My order is a gift. Can I ask for it to be gift-wrapped?

Yes, you can have your gift wrapped and sent directly to the person of your choice. Not only will it arrive gift wrapped, but you can also send a greeting!

Select the ‘Gift wrap’ option when entering the delivery details and add the greeting you wish to be included with the gift.

Gift packages only include a gift receipt. This means that in order to return or exchange items at a physical Cortefiel store, you will have to provide the person who received the gift with the original receipt.