QUESTIONS & ANSWERS

ARE THE ITEMS SOLD AUTHENTIC?

Customers are required to inspect the goods at the time of delivery to ensure they match the ordered items and are free from manufacturing or other defects. The sale of "FORTELA" products is also subject to the legal guarantees provided by Italian law, particularly those governed by Articles 129, 130, and 132 of the Consumer Code, in addition to any further manufacturer’s warranties granted to the Customer. In the event of manufacturing defects or non-conformity, the Customer has the right to have the product restored to its original condition through repair or replacement, unless the requested remedy is objectively impossible or excessively burdensome compared to another remedy. In the cases provided by Article 130, paragraph 7, of the Consumer Code, the Customer may request an appropriate price reduction or contract termination. It is understood that the Consumer will lose these rights if they do not report the product's defect of conformity to AREL srl within 2 (two) months from the date on which the defect was discovered. The legal action to assert defects not fraudulently concealed by AREL srl automatically expires within 26 (twenty-six) months from the delivery of the product. In the event of an order cancellation, no charges will be due from the Customer. If any amounts have already been charged, the Customer will be promptly refunded. Any request by the Customer for one of the above remedies must be communicated to AREL srl via registered mail with return receipt to the following address: AREL srl., Viale Manzoni 10/A, 47122 Forlì, Italy, and anticipated via email to the following address: fortelashop@fortela.it. The Customers’ right to exercise the guarantee provided by the Consumer Code for any non-conformity defects in purchased products can only be exercised as described above and only for defects in products purchased through the Site.

HOW CAN I CHECK THE IN-STORE AVAILABILITY OF AN ITEM?

The customer must call the relevant boutique directly and ask the staff about the availability of the desired item. All relevant contact details can be found [here].

HOW CAN A PACKAGE BE TRACKED AND WHAT ARE THE DELIVERY TIMES?

FORTELA ships worldwide via DHL. Once the package is delivered to DHL, customers will receive an email with the tracking number (AWB) for their order. The estimated delivery time is within 72 hours. To monitor the status of an order, visit the official DHL website and enter the tracking number provided via email in the “Track your shipment” section.

HOW CAN AN ORDER BE CANCELED?

Depending on the status of the order, it may be possible to cancel an item or the entire order. The cancellation request must be sent to fortelashop@fortela.it.

HOW CAN AN ITEM/ORDER BE RETURNED?

Customers can return their orders, either entirely or partially, within 14 days from the delivery date. Items can be returned for either a size exchange or a refund. Customers must send an email to fortelashop@fortela.it requesting a Return Authorization Number (RAN). The request must include the following information: • Order number • Item code • A reason for the return Our Customer Service team will then provide the necessary documents to proceed with the return.