Cortexlondon Avis 

Réponse de Cortexlondon

Actualisé le 13 juin 2026

Dear Jyotishree Nath,

Thank you for taking the time to share your feedback.

We are genuinely sorry to hear that your experience did not meet your expectations. However, we would like to respectfully clarify a few points.

Regarding the quality of the bag, we must politely disagree with your assessment. The bag is made from genuine cowhide leather. As with most leather products, the materials are treated, dyed, and finished to achieve their final appearance, but the base material remains genuine leather.

Concerning the delivery time, we have always been transparent about our shipping policy. Delivery can take up to 10 working days, and in some cases certain bags are produced on demand when stock is limited. This allows us to maintain a wider selection of designs while ensuring customers receive the specific item they ordered and loved.

It is disappointing to hear that your overall experience was negative, as customer satisfaction is extremely important to us. We never want a customer to feel unhappy with their purchase.

For this reason, we would be happy to arrange a completely free return. Simply send us an email requesting a return label, and we will organise the process at no cost to you, including collection from your home address.

We genuinely believe that contacting us first would have been the best way to resolve your concerns before leaving a 1-star review. Throughout your order we remained available to assist whenever needed, and we continue to be here to help now.

Your peace of mind and satisfaction are what matter most to us, and we would welcome the opportunity to make things right.

Support Email:
info@cortexlondon.com

UPDATE: We are not sure where you saw that the bag was advertised as handmade in Italy. To clarify, the leather used for this bag is imported from Italy, while the bag itself is assembled in China.

Kind regards,
Cortex London Support Team

Réponse de Cortexlondon

25 mai 2026

We are truly sorry that your experience did not meet your expectations.

Our bags are handcrafted and, in many cases, produced specifically upon order rather than mass stocked. During the delay, our team tried to keep you updated and minimise the inconvenience as much as possible. Unfortunately, alongside the production timeframe, there was also an unexpected issue during transit which further impacted the delivery time.

As previously discussed via email, we issued a 30% refund as a gesture of goodwill while your order was still in transit, and we also offered the possibility for you to keep the bag free of charge should it not arrive within the agreed timeframe.

We are sorry these gestures did not improve your experience, as our intention throughout was always to be supportive and transparent.

Regarding the craftsmanship, while certain stages of production may involve specialised machinery to ensure durability and consistency, each bag is individually assembled and finished by hand using premium materials.

Of course, your return window remains fully active, and we will be more than happy to assist with the return process and issue the remaining 70% refund once the bag is received back at our facilities.

Thank you for your feedback.