Returns & refunds
RETURN TERMS AND CONDITIONS
Customers can return their orders, entirely or partially, within 14 days from the delivery date. Items can be returned both for a size exchange or for a refund. Please note that, the goods on Sale can not be returned.
Items must be returned in their original conditions, with all labels attached and in the same box sent by FORTELA.
IMPORTANT: returned items must not have been worn, washed or altered. The items must necessarily be returned in the same conditions in which they were sent to the Customer and must be packaged appropriately, including all the original accessories (dustbags, hangers, coat covers, etc.) received with the order.
The shoes’soles must be clean and must not show any signs of use.
For hygiene reasons, underwear and socks cannot be returned.
Fortela reserves the right to:
– not to accept the returned goods and to send them back to the Customer at the latter’s expense.
– refuse unauthorized returns or returns that do not comply with all the conditions provided for and to return the goods to the Customer at the latter’s expense.
– evaluate further charges that may be necessary to guarantee the re-sale of the returned items: these amounts will be established at the end of the evaluation of the conditions of the returns and communicated to the Customer.
– not to accept returns for Vintage clothing
The Security Tag must still be intact and attached to returned items.
If customers wish to return an item, they should send an e-mail to firstname.lastname@example.org requesting a Return Authorization Number (RAN).
The request must include the following information:
– Order number
– Item code
– Reason for return
Our Customer Service will provide the necessary documents to proceed with the return.
Returns authorized by FORTELA must be sent from the same country the parcel was delivered to.
Fortela reserves the right to refuse returns that have not been properly authorized or not sent in accordance with its return policy. In these cases, FORTELA can return the parcel to the sender at the original shipping address.
If FORTELA decides to accept an unauthorized return, 10% of the value of the item can be deducted from the refund.
RETURN SHIPPING COSTS
We provide two methods to return your items back to us. You can pick the one you prefer when you forward your return or exchange request.
1. Automatic method: once you send your exchange request at email@example.com, we will arrange the pickup of your parcel wherever you wish. You will need to pack the items in their original box (or any rigid carton box), stick the shipping label (we will provide it) on the box and wait for the courier. Before collecting your parcel, the courier will get in touch to confirm the pick up time.
2. Own method: once you open your return or exchange request, you will take care of shipping your items back to us, picking the courier and shipping service you prefer – we recommend to use a trackable shipping service. Below is our shipping address for returns:
VIA MELZO 3
Returns are not free; if you pick your own method to send your items back to us, you will choose the shipping service you prefer. If you pick our automatic method, we will deduct the return shipping costs from your refund
When returning items from outside the eu, you may incur import duties. They are charged once the parcel reaches its destination country, and customers must take charge of them.
Please note that we will deduct any eventual import duties related to your return from your refund. For exchanges, we will ask you to provide your payment before sending out your new size.
We usually take care of refunds within 2 business days upon receipt, and you will receive an email update as soon as we process your return. We issue refunds are through the same payment method you used for your order.
Paypal refunds will appear immediately on your account. Credit card refunds may take up to 10 business days before showing up, due to varying processing times among payment providers.
Please note that shipping costs are not refunded. This applies both to the original shipping costs and to the return shipping costs (if you choose our automatic method).
Please note that if you are based outside the eu, you could incur import duties when returning your item to get a new size. Customers must take charge of any eventual import duties, and we will send you a payment request for them. Once you have provided your payment, we will process your exchange.
We allow returns of exchanged items, and they work the same way as standard returns. You have 14 days upon receipt of your new order to return your items or to exchange them for a different size of the same items. In case of return, we will deduct the original shipping costs – if any – from your refund, as well as the return shipping costs if you pick our automatic method.
The refund of the returned item can be issued on the same day the parcel reaches the FORTELA warehouse, only once it has been reviewed by quality assurance.
For orders made by credit card, the amount should be available in 5 working days and will be visible in the card’s bank statement. The time needed to process your refund may vary based on the payment method used.
Refunds of orders paid via PayPal or bank transfer will be refunded on the same account used by the customer.
Refunds are made in the same currency the customer used to pay the order. Possible difference in the refunded amount may depend on variations of the currency exchange rate and will not be refunded.