Frequently Asked Questions (FAQ)
1. What sizes do you offer?
We offer sizes 2XS to 3XL. Some pieces are oversized — for those products we recommend sizing down for a more fitted look. You can find the detailed size guide on each product page under the ‘Sizing’ section. If you are still unsure, feel free to contact our customer service team for further assistance.
2. How do I know if an item is in stock?
Our products are updated in real-time, so you can check availability directly on the product page.
3. What is your return policy? (EU/EEA Customers — 14-Day Right of Withdrawal)
If you are located in the European Union or EEA, you have a statutory 14-day right of withdrawal from the date you receive your order — no reason required. This is your legal right under the EU Consumer Rights Directive and Dutch law (Artikel 6:230o BW).
To exercise this right, email us at support@official-kortez.com with your order number before the 14-day period expires. Items must be returned unworn, unwashed, and with all tags attached. Return shipping costs are at your expense.
Once we receive and inspect the return, we will refund all payments (including standard delivery costs) within 14 days of receiving the returned goods or proof of shipment, whichever is earlier. The refund is made via your original payment method.
For customers outside the EU/EEA, all sales are final unless the item is defective or damaged. If your item arrives defective or damaged, contact support@official-kortez.com within 7 days of delivery with photos and we will arrange a replacement or refund.
For full details, including exceptions and the model withdrawal form, please refer to our Return & Refund Policy.
4. How do I care for my clothing?
To keep your clothes looking fresh and vibrant, we recommend following the care instructions on the label. In general, wash your clothes in cold water, avoid harsh detergents, and tumble dry on low or air dry to preserve fabric quality. Specific care instructions can be found on each product page.
5. Do you offer international shipping?
Yes, we offer international shipping to many countries! Shipping costs are calculated at checkout based on your location. Orders are processed within 2–4 business days. Estimated delivery times:
- Netherlands, Belgium, Germany: 3–5 business days (€5.95, free over €100)
- Rest of the EU: 5–7 business days (€9.95, free over €150)
- International (outside the EU): 7–10 business days (€19.95, free over €200)
For more details, please refer to our Shipping Policy.
6. Can I cancel or modify my order?
We process orders quickly, so modifications or cancellations are only possible within 1 hour of placing your order. Contact support@official-kortez.com as soon as possible.
If you are an EU/EEA customer, you retain your full 14-day right of withdrawal even after this window — meaning you can return the item once received. See our Refund Policy for details.
7. What payment methods do you accept?
We accept:
- Credit/debit cards (Visa, MasterCard, AMEX, etc.)
- PayPal
- Apple Pay & Google Pay
8. Do you offer express shipping?
At this time, we do not offer express shipping, but we are working on adding faster shipping options soon!
9. My item arrived damaged or defective. What do I do?
We’re sorry to hear that! All customers (EU and non-EU) are entitled to a remedy if an item arrives damaged or defective. Please email support@official-kortez.com with your order number, a description of the issue, and clear photos. We will arrange a replacement or refund as quickly as possible.
10. How can I contact you?
You can reach our customer support team at support@official-kortez.com or by phone at +31 6 57276790. We aim to respond within 1–2 business days.
11. Online Dispute Resolution (EU Customers)
If you are located in the EU and have a complaint that could not be resolved directly with us, you may use the European Commission’s Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr. Our contact email for this purpose is support@official-kortez.com.