FAQ: Frequently Asked Questions - Cortazu
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FAQ

Product

What is the difference between the Shell Mountain and the Shell All Round/Season?

An overview of the differences between the Mountain Hard Shell, All Round Hard Shell and All Season Hard Shell jacket can be found on our Product Comparison page.

What size am I?

To see what size you are, visit our size guide here.

Where can I go to try on your products?

If you live in The Netherlands or are planning to visit exciting Amsterdam anytime soon, please feel free to make an appointment to visit our showroom. Located at the Admiraal de Ruijterweg 59 in Amsterdam, the Cortazu showroom is becoming the most popular tourist spot ;) To make an appointment click here.

Does Cortazu prepare you for the elements?

Good question! At Cortazu we pride ourselves in preparing you for the elements of adventure. Our products are built to withstand many elements but this also depends on the type of jacket. 

The 3-Layer Shell Jacket is made with Dermizax®EV. This fabric is 100% waterproof and windproof while remaining breathable under active conditions.

The Mid-Layer Jacket is Lightweight and made of the Airtastic™ fabric from Toray which is supersoft, breathable and easy to pack. The mid-layer is a lightly insulated high-performance jacket, perfect for a wide variety of activities and suitable for all seasons.Wear it as a standalone piece or as a layer underneath a shell jacket to keep you warm in colder conditions.

The Stretch Jacket is made of the Primaristo™ four way stretch fabric from Toray, it's durable and offers ultimate comfort. The stretch jacket feels like a second skin, keeping you warm during an active day in nature or the city.

How ‘Green’ is Cortazu?

At Cortazu we are happy to state that we are a sustainable brand that tries to limit the effects of the fashion industry on the planet. Aside from being a Gold Winner of the ISPO Award for most sustainable brand in 2019, we have partnered up with Justdiggit and started to cool down the planet. For every jacket sold, we re-green 62 square meters of land on the foot of Kilimanjaro. 

Product care for my jacket?

To read up about how to care for your jacket, visit our TLC page

What is DWR and which DWR can I use?

Durable Water Repellant (DWR) coating is added to the fabric to make it more water-resistant. Almost all high-quality and technical outdoor jackets apply this coating to their jackets.

Our product also receives a DWR coating to improve its waterproofness and prevent the garment from wetting out. This improves both waterproofness and breathability.

You can get a DWR at your local outdoor gear store or online. We personally recommend Nikwax.

Orders

Can I cancel my order?

Need to cancel an order? We are sad to hear this but let us know if you need any more information on our products or if there's anything we can do to help? 

We make it a priority to make sure we process orders quickly to make sure you get your products on time. Because of this, we cannot change webshop orders once they have been packed and shipped. 

When you receive your order confirmation, you can write to us at support@cortazu.com. Once you receive the package, you can process it as a return and once we receive it back we can issue you a (full) refund.

Can I add items to an existing order?

Unfortunately, we're unable to make any changes to an existing order. If you wish to add certain products, you'll have to place a new order. We can't remove the shipping costs despite the order being placed the same day as our warehouse has set policies. 

I have not received an order confirmation after payment?

There could be a few reasons for this:

1. Your order is still being processed

2. The confirmation got delivered to your spam-folder

3. Your email was misspelled (spelling is important ;) )

If you have not received a confirmation within 24 hours, please tell us at support@cortazu.com and we will help you out. 

When will my order arrive?

All products that are in stock will be packed and shipped within 1-2 working days. Orders placed during weekends will be packed and shipped on the following Monday. It depends on the shipping destination, but we intend to deliver all orders within 1-12 working days.

At times, unforeseen delays may happen, but we promise we’ll do our best to make sure you get your new gear in the timeliest manner possible. If you have any questions about the delivery schedule just send an email to support@cortazu.com

I need to change my order/shipping details

Once you placed an order our fulfilment partner will ship your order as soon as possible. Due to this process, we are unable to change the details of orders made on our system once they have gone through the shipping process. 

Once you get your shipping confirmation, you may be able to contact the shipping provider and arrange for delivery to a different address.

You can also wait for a missed delivery and pick it up from a customer pick up point or we can re-ship it after it is sent back to us.

Discount codes, gifts and sets (e.g. free products, promotions)

1. Can I use multiple discount codes or stack gifts? No, it's not possible to stack discounts and/or gifts. This means customers can not apply a discount code on top of a set deal or free product that's given during a (limited-time) promotion. Only one discount at a time can apply to a single order.

2. Returns: If you wish to return your order for a refund, the free item has to be returned too. In case you wish to keep it, we will deduct the price of the item from your total refund amount.

Shipping

Which countries do you ship to?

We ship worldwide! – and for free within the European Union and the UK.

Is my order shipped?

Once your order is shipped, you will receive a shipping confirmation to your e-mail with the tracking link.

How much does shipping cost?

Within the EU and the UK, shipping is free.

Outside of the EU, a rate of €19,95 applies for shipping to CANADA, CHINA, ICELAND, NORWAY, RUSSIA, SWITZERLAND, USA.

For the REST OF THE WORLD, a rate of €39,95 applies for shipping.

Please note that for shipments outside of the EU, import and tax costs are at your own expense. We are not responsible for any additional charges, nor the cost of return shipping should you refuse delivery.

What's the shipping time?

Shipping time depends on the shipping destination, but we intend to deliver all orders within the following time frames:

Netherlands: 1-3 workdays

Belgium: 1-3 workdays

Luxembourg: 2-6 workdays

Germany: 1-3 workdays

United Kingdom: 5-7 workdays

France: 5-7 workdays

Switzerland: 5-7 workdays

Austria: 5-7 workdays

Sweden: 5-7 workdays

Denmark: 5-9 workdays

Norway: 5-7 workdays

Rest of Europe: 5-7 workdays

USA & Canada: 7-12 workdays

Rest of World: 5-15 workdays

Can I change my delivery address?

Once you placed an order our fulfilment partner will ship your order as soon as possible. Due to this process, we are unable to change the details of orders made on our system once they have gone through the shipping process. 

Once you get your shipping confirmation, you may be able to contact the shipping provider and arrange for delivery to a different address.

You can also wait for a missed delivery and pick it up from a customer pick up point or we can re-ship it after it is sent back to us.

Do I have to pay customs?

For shipments outside of the EU, import and tax costs are at your own expense. We are not responsible for any additional charges, nor the cost of return shipping should you refuse delivery.

Where is my order?

When your order is shipped, you will receive an email with a tracking link. Make sure to check your spam box. If your tracking link is broken or if a package is stuck or lost somewhere for too long, make sure to reach out to us at support@cortazu.com

Where can I go to try on your products?

If you live in The Netherlands or are planning to visit exciting Amsterdam anytime soon, please feel free to make an appointment to visit our showroom. Located in Oud-West at the Admiraal de Ruijterweg 59, the Cortazu store is becoming Amsterdam’s most popular tourist spot ;) To make an appointment click here.

My package is stuck at customs, what do I do?

If your package is stuck at customs the best thing to do is communicate with your customs to see when the package will be released, wait for the processing period to finish, and pay any fees that are required. We are not responsible for this, as we have no control over national laws.

Returns & Exchanges

How do I exchange or return my product(s)?

Make sure the product still has its original tags attached and the product is unused.

In order to start the exchange process, please submit your exchange/return using the following link: Submit Exchange or Return.  

Look up your order using your Email (the one you used to place your order) and Order Number (the "Uw referentie" number which you can find on the invoice that came with your package). 

As soon as we have received the good(s) and ensured that it is in good condition, we will transfer a refund to you.

How long is the return period?

We accept returns on orders shipped within the EU within 50 days of purchase, no questions asked. Please ensure that tags are still intact and that the items are unworn, unwashed, and undamaged. To return an item, please fill in this form. Please note that all non-EU sales are final, i.e., we can not accept returns.

I have not received my refund yet?

Refunds may take between 7-14 business days to process once the item is delivered to our facility. This may also vary on the Bank of the credit card used for the purchase.

If no refund is received within 14 business days, contact us support@cortazu.com and we'll get to the bottom of it!

Can I exchange my product?

If for any reason you are not entirely satisfied with your purchase, it’s super simple to return with our 50-day return policy. The conditions for exchange are dependent on the following: the items must be unworn, unwashed, and still have all tags attached.

Exchanges are not guaranteed because our stock is limited. To exchange an item, please fill in our exchange form.

Cortazu Gifts (e.g. free products, promotions).

If you wish to return your order for a refund, the free item has to be returned too. In case you wish to keep it, we will deduct the price of the item from your total refund amount.

Warranty

Warranty terms & conditions

We guarantee the quality and performance of all our jackets. If your Cortazu fails due to a manufacturing defect (materials and/or workmanship) we will repair it without charge, or replace it, at our discretion - if the issue is reported to us within ten years of the jacket’s purchase. Only original and unmodified fabrics and materials are covered by this policy. Normal wear and tear damages are not covered by the warranty. Please send an email with your question and order number to support@cortazu.com

Do you offer any repair service?

If your product is broken please write to us at support@cortazu.com.

I received a broken product?

If you have received a broken product please contact us at support@cortazu.com as soon as possible. Please do not remove any tags and if you can send pictures of the items, it would make the process a lot easier ;)

Payment

Accepted payment methods

You can use the following payment methods with us: iDeal, American Express, Sofort, Mastercard, PayPal, Visa, Maestro

Affiliate Partner Program

How to become a Cortazu Affiliate?

You can earn money by collaborating with Cortazu! If you drive traffic to our site, you'll earn a commission on every purchase you refer. Help us to reach a wider audience and gain money from it!

If you have online mediums like websites, blogs or offline mediums like outdoor groups, non-profit communities, you can make an income by referring Cortazu in your community.

How Does It Work?

1. Apply to AvantLink as an affiliate

2. Fill out the application form for Cortazu Affiliate Program

3. After your approval, post our AvantLink affiliate links and banners on your medium

4. You will be paid for the customers who come to the website with your link and complete his/her sales

5. Go to your AvantLink interface and track all progress

6. Take your earnings from AvantLink on a monthly basis and enjoy your money!

That's it! Join now and team-up with us!

What to Highlight?

1. Cortazu sells high-quality technical clothing for skiing, hiking but also for everyday use. We are on the intersection between sport and lifestyle. 

2. We are a Direct-to-Consumer clothing brand which was founded by 3 Dutch outdoor enthusiasts

3. We have won an ISPO Gold Award in 2019

4. We ship worldwide! – and for free within the EU

5. We accept returns on orders shipped within the EU within 50 days of purchase, no questions asked.

What is AvantLink?

They are our Affiliate Network partner. You can click here to learn more about them.