Returns and Exchanges Policy

At thecorteiz.com, we want you to feel confident when shopping with us. If there is a problem with your order, this policy explains when you can request a return, replacement, or refund and what steps you need to follow.

Please read the information below before sending any item back.

Check Your Order When It Arrives

When your order is delivered, please check the package and products as soon as possible.

Before removing tags or using the item, make sure:

  • You received the correct product
  • The size and colour match your order
  • The item has no visible damage or defects
  • The package has not been damaged during delivery

If your item arrives damaged or defective, contact us within 3 business days of delivery. Please include your order number and clear photos of the product and packaging so we can review the issue.

Wrong or Incorrect Item

If you receive an item that is different from what you ordered because of an error on our side, please contact us within 3 business days of delivery.

After reviewing the information, we can guide you through the return and replacement process.

Please do not wear, wash, alter, or otherwise use an incorrect item before contacting us.

Size Issues

Choosing the correct size is the customer’s responsibility. We recommend checking the available size information and comparing it with your own measurements before placing an order.

Returns are not accepted simply because the customer selected the wrong size.

If we send you a different size from the one you ordered, please contact us within 3 business days of delivery so we can review the issue.

When Can You Return an Item?

If your return meets the conditions in this policy, the item must be sent back within 15 days of delivery.

To qualify for a return, the item must be:

  • Unworn
  • Unwashed
  • Unused
  • In its original condition
  • Free from stains, marks, odours, or other signs of use
  • Returned with the required order information

Items that have been worn, washed, altered, damaged, or used may not be accepted.

What Should I Include With My Return?

Please include your invoice with the returned package. If you do not have the invoice, include a note containing:

  • Your full name
  • Shipping address
  • Order ID
  • Reason for the return

Providing these details helps us identify your order and process the return more efficiently.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is the result of an error on our side. We recommend using a trackable shipping service when returning an item. Keep your shipping receipt and tracking information until your return has been received and processed.

Return Inspection

Once we receive your returned item, our team will inspect it to make sure it meets the conditions listed in this policy. A return is only eligible for a refund or replacement after it has been reviewed and approved. If the returned item does not meet the required conditions, the return may be rejected.

Refunds

Once your return has been received and approved, the refund will be issued to the original payment method used at checkout. Please note that the amount refunded may not include:

  • Original shipping charges
  • Customs duties
  • Import taxes
  • Return shipping costs

The time it takes for a refund to appear in your account can also depend on your payment provider or bank.

Exchanges

If you would like a different item or size, you will need to place a new order separately. We do not process direct exchanges through an existing order. If your original purchase qualifies for a return, follow the return process above and place a new order for the item you want.

What If My Item Is Damaged?

If your order arrives damaged, do not send it back before contacting our support team. Instead, contact us within 3 business days of delivery and provide:

  1. Your order ID
  2. A description of the damage
  3. Clear photos of the item
  4. Photos of the packaging, if it was damaged during delivery

This information allows us to review the problem and provide the appropriate next steps.

What If I Receive the Wrong Product?

If the product you receive does not match your order, contact us within 3 business days. Please keep the item in its original condition and provide your order number along with photos of the product you received. Our team will review the details and guide you through the replacement process where applicable.

Important Return Conditions

Before sending anything back, please make sure:

  • Your return is within the 15-day return period
  • The item is unworn, unwashed, and unused
  • The item is in its original condition
  • Your invoice or order details are included
  • You have contacted our support team when required
  • You keep your return tracking information

Sending an item back without following the required process may delay the review of your return.

Customer Support

If you are unsure whether your order qualifies for a return or you have a question about a damaged, defective, or incorrect item, please contact us before sending anything back.

Email: support@thecorteiz.com

When contacting us, please include your order ID and a clear explanation of the issue. For damaged or incorrect products, adding clear photos can help us review your request more quickly.

For more information, read our shipping policy