Faqs

Products

Sign up

Orders

Exchanges and returns

Payment

Delivery

Others

Gifts

Products

1. What’s included in the price?
All prices shown on our 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.

2. I’d like to buy an item that’s not available. What should I do?
Items that are no longer in stock on the online store are not normally shown as available for purchase. However, you may call any of our physical stores to see if they have the item you are looking for in stock. Find your nearest store in the Cortefiel Store section.

3. 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 on our online store, you may be able to find it in one of our physical Cortefiel stores. Simply make note of the item's the reference number that appears at the end of the product description, and call one of our physical stores to see if they have it in stock. With these 7 numbers and the colour and size you want, you can ask any team member in our stores to help you find the item you’re looking for.

4. How can I find an item I’ve spotted in a Cortefiel store on cortefiel.com?
To locate an item at cortefiel.com you can use the search engine that appears in the top right-hand corner of the page. Simply enter the 7 digit style number you’ll find on the garment tag and hit 'Search'. You can also search for an item using the menu of product categories listed on the left-hand side of the page.

Sign up

5. What are the advantages of registering for an account?
Once you’ve registered for an account at cortefiel.com, you'll no longer have to enter your delivery details every time you shop. You’ll also receive regular updates about our exclusive promotions, discounts and latest arrivals.

6. How do I register for an account?
Look for the ‘Register’ link in the top left-hand corner. Simply fill in a few personal details and hit 'Register' to create your new Cortefiel.com account.

7. I’ve forgotten my password. What should I do?
If you’ve forgotten your password, click on ‘Log in’ and hit ‘I’ve forgotten my password’ below. Simply enter your email address and we’ll automatically send you a new link to reset your password.

8. Once I’ve registered, how do I change my details?
Access your Cortefiel.com account by logging in and clicking on 'My Account' in the top right-hand corner. Here you'll be able to edit your personal details at any time by clciking on 'Edit my details'. 

9. I no longer wish to receive information by email. What should I do?
If you no longer wish to receive emails from us, simply log-in, click on ‘My account’, and then ‘Edit my details’. To opt out of email notifications from Cortefiel.com, deactivate the checkbox next to ‘I'd like to receive details of Cortefiel promotions and news via email’ that appears at the bottom of the page.

Orders

10. What should I do if I experience any difficulties with my order?
If you can’t find the answer to your problem here, please email our Customer Service department at online@cortefiel.com.

11. Can I accumulate points when I shop online?
Currently, the points and members program for our online store is limited only to membership cards issued prior to April 4th, 2015. For these cards, accumulating points works in the same way as in our physical Cortefiel stores: for every purchase you make online, your points will be automatically charged to your Club account. For all membership cards issued after April 4th, 2015, the points program will be available shortly. 

In order for all points to be charged correctly to your account, don't forget to enter your membership card number and ID number upon registering for a Cortefiel.com account. 

Please note that currently it is not possible to redeem your points online, however you may always do so in any of our physical stores. 

Exchanges and returns

12. I’m not satisfied with my order, can I exchange it or get a refund?
Yes, you may return or exchange items provided that they have not been worn and are still in their original packaging, with the tags attached in perfect condition. To request a return, please see the instructions provided in the section entitled ‘How can I return or exchange an item purchased at cortefiel.com?

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

RETURN AND EXCHANGE DEADLINE NOW EXTENDED UNTIL THE 15th OF JANUARY, 2017.

There are different procedures for exchanging, returning items or cancelling an order. Below are details of each one, including their corresponding terms and conditions.

a) Exchanges: when one item is replaced with another.
b) Returns: caused by an item being faulty, showing a defect, or incorrect item received.
c) Cancellation: voluntary renounce of an order for any reason.

• Exchanges, returns or cancellations are not permitted for underwear, tights, jewellery items, which have been unsealed, except in the case of fault or defect.
• All items to be exchanged or returned must be properly packaged.
• Items purchased from the Outlet section only accept exchanges, returns or cancellations through the online store.
• Furriery items only accept exchanges, returns or cancellations through the online store.

6.1 ORDERS DELIVERED TO SPAIN (mainland Spain and Balearic Islands)
EXCHANGES made through physical or online stores:
- Conditions: Exchanges must be executed within 30 calendar days since the date the order was delivered to the customer.
- Cost: Exchanges are free of charge for the customer.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to exchange.
     - Online store: contact our Customer Service Department on 901 36 30 40 or at online@cortefiel.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

RETURNS (due to fault or defect) made through physical or online stores:
- Conditions: The procedure must be completed according to the point 8 from these General Terms and Conditions of Purchase.
- Cost: Returns are free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase) within 14 calendar days since the date it was informed of the return request. The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: contact our Customer Service Department on 901 36 30 40 or at online@cortefiel.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

RIGHT OF CANCELLATION made through physical or online stores:
- Conditions: You have the right to cancel your order for any reason within 14 calendar days after you received the order.
- Cost: Cancellations are free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase) within 14 calendar days since the date it was informed of the cancellation request. The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: contact our Customer Service Department on 901 36 30 40 or at online@cortefiel.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

6.2 ORDERS DELIVERED TO CANARY ISLANDS, CEUTA AND MELILLA
EXCHANGES made through physical stores:
- Conditions: Exchanges made through the online store are not permitted. Exchanges must be executed within 30 calendar days since the date the order was delivered to the customer.
- Cost: Exchanges are free of charge for the customer.
- Procedure: Visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to exchange.

RETURNS (due to fault or defect) made through physical or online stores:
- Conditions: The procedure must be completed according to the point 8 from these General Terms and Conditions of Purchase.
- Cost: Returns are free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase and customs duties) within 14 calendar days since the date it was informed of the return request. The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: contact our Customer Service Department on 901 36 30 40 or at online@cortefiel.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

RIGHT OF CANCELLATION made through physical or online stores:
- Conditions: You have the right to cancel your order for any reason within 14 calendar days after you received the order.
- Cost:
     - Physical stores: free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase but excluding customs duties) within 14 calendar days since the date it was informed of the cancellation request.
     - Online store: the cost of shipping items back to Cortefiel is payable by the customer as well as any custom duty cost in which the shipment might incur. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase but excluding customs duties) within 14 calendar days since the date it was informed of the cancellation request.
The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: send all unwanted items to: ALMACÉN GRUPO CORTEFIEL (Desistimiento), Paseo del Deleite, s/n, 28300 Aranjuez (Madrid), Spain, via your preferred means of transport (shipping cost payable by the customer as well as customs duties). You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

14. My order is a gift. Can the receiver return or exchange it if they don't like it?
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 original receipt can be downloaded from your account under "My Orders". 

Payment

15. How can I pay for my purchases?
To pay for your purchases, you may use a credit card (VISA, MasterCard, American Express), debit card (4B or 4B Maestro), or PayPal.

16. When do I have to pay?
Payment must be made when placing the order; no order is final until payment is made. The total amount payable is 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 your account, under 'My Orders', if you purhcased as a registered user. 

17. My payment was not successful. What should I do?
You should let us know as soon as possible by emailing our Customer Service department at online@cortefiel.com. We’ll look into what went wrong to solve any possible issues.

18. 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 emailing our Customer Service department at online@cortefiel.com.

Delivery

19. What happens if I don't receive an item I've purchased?
Cortefiel informs its customers that the number of items on sale are those estimated to be in stock at that given point in time; and never gives higher numbers than those actually in stock.

Cortefiel will do everything in its power to supply all items ordered by all customers. However, certain cases may arise where, due to causes beyond Cortefiel's control like human errors or IT system incidents, we might be unable to provide an item(s) you ordered.

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

20. How long will it take for my order to arrive?
Deliveries usually take between 3 and 5 business days after the purchase has been made.

21. Where will my order be delivered?
Your order will be delivered to whichever address you specified, with the exception of P.O boxes, or to the Cortefiel store of your choice (only available in Spain and Portugal). In both cases you can track your orders via your account.

22. How much is postage and packaging?
Postage and packaging costs will vary in accordance with the total amount of your purchase and the delivery address. In some cases the shipping costs may be entirely FREE!

HOME DELIVERY SHIPPING COST Delivery time*
Order under 75 € 75€ to 95 € Over 95 €
Spain 5,95 € 3,95 € FREE! 3-5 days
Order under 40 € 40 € to 70 € Over 70 €
Canary Islands, Ceuta
and Melilla**
11,95 € 5,95 € FREE! 3-5 days
Under 75 € Over 75€
Portugal 4,95 € FREE! 3-5 days
Order under 100 € 100 € to 150 € Over 150 €
Belgium 9,95 € 5,95 € FREE! 6-8 days
France 9,95 € 5,95 € FREE! 6-8 days
Germany 9,95 € 5,95 € FREE! 6-8 days
Italy 9,95 € 5,95 € FREE! 6-8 days
Luxembourg 9,95 € 5,95 € FREE! 6-8 days
Netherlands 9,95 € 5,95 € FREE! 6-8 days
UK 9,95 € 5,95 € FREE! 6-8 days
Order under 100€ 100 € to 150 € Over 150€
Denmark 10,95 € 6,95 € FREE! 6-8 days
Finland 10,95 € 6,95 € FREE! 6-8 days
Ireland 10,95 € 6,95 € FREE! 6-8 days
Sweden 10,95 € 6,95 € FREE! 6-8 days
Order under 100€ 100 € to 150 € Over 150€
Austria 11,95 € 7,95 € FREE! 6-8 days
Hungary 11,95 € 7,95 € FREE! 6-8 days
Poland 11,95 € 7,95 € FREE! 6-8 days


**In the case of items shipped to the Canary Islands, Ceuta or Melilla, customers are liable for the customs duties applicable on receipt of the order (these costs vary according to package weight).

STORE DELIVERY SHIPPING COST Delivery time*
Order under 95€ Over 95€
Spain** 1,00 € FREE! 3-5 days
Under 75 € Over 75 €
Portugal 1,95 € 3-5 days


**Orders cannot be shipped to stores in the Canary Islands, Ceuta or Melilla.

*Working days. Cortefiel will do its best efforts to meet this deadline, always within the maximum time established in the General Terms and Conditions of Purchase.

23. My order hasn’t arrived. What should I do?
You can track the status of your order by logging in and accessing your account. Here you’ll find a section called ‘My Orders’, where you can see the status of each order. For any further queries or issues with delivery, please call our Customer Service department on 901 36 30 40 (only within Spain) or email us at online@cortefiel.com.

24. How do I know when to expect my order?
Our transport provider, SEUR, will send an e-mail one day prior to receiving the order, notifying the recipient of the approximate time of delivery.

25. What happens if I’m out when my order arrives?
SEUR, our courier, 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 again to arrange another delivery time.

Following a second unsuccessful delivery attempt, you must contact SEUR directly to find out how to retrieve your order.

Others

26. How can I apply Club Cortefiel discounts?
To take advantage of Cortefiel Club exclusive discounts and promotions, simply enter your discount code at checkout, in the space provided next to 'Do you have a voucher code?'

27. I have a discount code. When can I use it?
Discount codes should be used at checkout upon finalising your purchase. Upon entering your code in the space provided, the discount will be automatically applied to your purchase. Please note that some discount codes are not valid in conjunction with others, and may cancel out other promotions you were entitled to prior to entering the code.

28. I have a question that isn't answered here. Who should I get in touch with?
For any other queries you may have, please email our Customer Service department at online@cortefiel.com.

Gifts

29. My order is a gift. Can I have it gift-wrapped?
Yes, you can have your gift wrapped and sent directly to the recipient. Not only will it arrive in our special gift packaing, but you may also include a personal 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 give the original receipt to the person who received the gift.