Q&A

ARE THE ITEMS SOLD AUTHENTIC?

Customers are required to inspect the merchandise upon delivery to ensure that it matches the ordered items and does not have any production or other defects. The sale of "FORTELA" products is also subject to the legal guarantees provided by Italian law, particularly those specified and regulated by articles 129, 130, and 132 of the Consumer Code, in addition to any further warranties provided by the manufacturer to the Customer.

In the event of production defects or non-conformity, the Customer is entitled to restore the product to its original condition through repair or replacement, unless the requested remedy is objectively impossible or excessively burdensome compared to other remedies. If one of the cases provided for in article 130, paragraph 7, of the Consumer Code occurs, the Customer may request a reasonable price reduction or termination of the contract. It is understood that the Consumer forfeits these rights if they do not report the non-conformity of the product to RAAL srl within 2 (two) months from the date on which the Customer discovered the defect. The action to enforce defects not fraudulently concealed by RAAL srl automatically expires within 26 (twenty-six) months from the delivery of the product. In case of cancellation of an Order, 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 aforementioned remedies must be communicated to RAAL srl by registered letter with return receipt requested and sent to the following address: RAAL srl, Viale Manzoni 10/A 47122 Forlì, Italy, and also sent in advance via email to the following address: fortelashop@fortela.it.

The right of Customers to avail themselves of the warranty provided by the Consumer Code to remedy any non-conformities of the purchased products may be exercised as described above only in relation to defects of products purchased through the Site..

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

The customer should directly call the relevant boutique and inquire with the staff about the availability of the item they are interested in. The customer can find all the necessary contact information here.

HOW CAN I TRACK A PACKAGE AND WHAT ARE THE DELIVERY TIMES?

FORTELA ships worldwide via DHL. Once the package is handed over to DHL, customers receive an email with the tracking number (AWB) related to the order, and the estimated delivery time is within 72 hours. To track the status of an order, visit the official DHL website and enter the tracking number sent via email in the "Track Your Shipment" section.

HOW CAN I CANCEL AN ORDER?

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

HOW CAN I RETURN AN ITEM/ORDER?

Customers can return their orders, either in full or in part, within 14 days from the delivery date. Items can be returned for either a size exchange or a refund.

Customers should send an email to fortelashop@fortela.it requesting a Return Authorization Number (RAN). The request should include the following information:

- Order number
- Article code
- Reason for return

Our Customer Service will then provide the necessary documents to proceed with the return.