Frequently Asked Questions
Orders & Products
What is Cortex London?
What is Cortex London?
Cortex London is an online retailer offering a wide selection of products across multiple categories, with a particular focus on Home & Décor. Our aim is to make discovering products for your home and everyday life simple and convenient.
Where do your products come from?
Where do your products come from?
We work with a network of suppliers to offer a broad product range. Depending on the item, orders may be dispatched from our warehouse or directly by one of our suppliers.
How can I find out more about a product?
How can I find out more about a product?
Please review the product description, specifications, dimensions and other information provided on the product page before ordering. If you need further clarification, contact us at info@cortexlondon.com.
How do I place an order?
How do I place an order?
Choose your products, add them to your basket and follow the checkout steps to enter your delivery details and complete your purchase. You should receive an order confirmation once your order has been placed successfully.
What payment methods do you accept?
What payment methods do you accept?
The payment methods available for your order are displayed at checkout. Please check the options shown there before completing your purchase.
Can I change or cancel my order?
Can I change or cancel my order?
If you need to change or cancel an order, contact us as soon as possible with your order number. We cannot guarantee changes once an order has entered processing or has been dispatched. This does not affect any statutory cancellation rights that apply to your purchase.
Shipping & Delivery
How long does delivery take?
How long does delivery take?
Our typical delivery estimate is 2–3 working days. Depending on the product, supplier and fulfilment arrangements, delivery may take up to 5 working days. These are estimates rather than guaranteed delivery dates, and we'll do our best to get your order to you promptly.
How much does delivery cost?
How much does delivery cost?
Any applicable delivery charges are displayed at checkout before you complete your purchase. Please review your order total carefully before placing your order.
Will I receive tracking information?
Will I receive tracking information?
Tracking availability depends on the product, fulfilment method and delivery service used. Where tracking is available, the relevant details will be provided when possible.
What should I do if my order is delayed?
What should I do if my order is delayed?
If your order has not arrived within the estimated delivery period, please contact us at info@cortexlondon.com with your order number. We'll look into the situation and help you with the next steps.
Could my order arrive in separate deliveries?
Could my order arrive in separate deliveries?
Yes. As we work with multiple suppliers and fulfilment locations, products within the same order may occasionally be dispatched separately and arrive at different times.
Returns & Refunds
Can I return an item if I change my mind?
Can I return an item if I change my mind?
For most online purchases, you can notify us of your decision to cancel within 14 days from the day after you receive your order. You will generally then have a further 14 days to return the goods. Some exceptions apply under consumer law. Please consult our Returns & Refunds Policy for full details.
How do I start a return?
How do I start a return?
Email info@cortexlondon.com with your order number and the item you wish to return. We'll provide the relevant instructions for the return process. Please contact us before sending anything back so we can guide you correctly.
Do I have to pay for return postage?
Do I have to pay for return postage?
Return costs depend on the circumstances and the terms disclosed for your purchase. Where you are responsible for return postage, this will be subject to the applicable policy and legal requirements. If an item is faulty, damaged or incorrect, your statutory consumer rights remain unaffected.
When will I receive my refund?
When will I receive my refund?
Once your return has been received and processed, we aim to issue eligible refunds within 10 working days. Your payment provider may take additional time to show the funds in your account. Applicable statutory refund deadlines will always take precedence.
What if my item arrives damaged, faulty or incorrect?
What if my item arrives damaged, faulty or incorrect?
Please contact us as soon as possible at info@cortexlondon.com. Include your order number, a description of the issue and, where possible, clear photographs. We'll review the details and advise you on the appropriate next steps in line with your statutory rights.
Customer Support
How can I contact Cortex London?
How can I contact Cortex London?
You can reach our customer support team by emailing info@cortexlondon.com. Please include your order number if your enquiry relates to an existing purchase.
How long will it take to receive a response?
How long will it take to receive a response?
We aim to respond as soon as reasonably possible. Response times may vary depending on the nature and volume of enquiries, but we'll do our best to assist you promptly.
How is my personal information handled?
How is my personal information handled?
We handle personal information in accordance with our Privacy Policy. Payment processing is handled through the payment options available at checkout, subject to the relevant providers' terms and privacy practices.
Where can I find your store policies?
Where can I find your store policies?
You can find more information in our Shipping Policy, Returns & Refunds Policy, Privacy Policy and Terms of Service.
Still have questions?
Still have questions?
If you couldn't find the answer you were looking for, we're here to help. Email us at info@cortexlondon.com and include your order number where relevant.