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RETURNS & REFUNDS

RETURN TERMS AND CONDITIONS
Customers may return their orders, either in full or partially, within 14 days from the delivery date. Items can be returned for either a size exchange or a refund. Please note that sale items cannot be returned.

Items must be returned in their original condition, with all tags attached, and in the same box sent by FORTELA.

IMPORTANT: Returned items must not have been worn, washed, or altered. Garments must be returned in the same condition as they were shipped to the Customer and must be properly packaged, including all original accessories (dust bags, hangers, coat covers, etc.) received with the order.

Shoe soles must be clean and must not show any signs of wear. For hygiene reasons, underwear and socks cannot be returned.

FORTELA reserves the right to:

- Not accept the returned merchandise and resend it to the Customer at the Customer's expense.
- Refuse unauthorized or non-compliant returns and return the merchandise to the Customer at the Customer's expense.
- Evaluate additional charges that may be necessary to ensure the resale of the returned items: these amounts will be determined after evaluating the condition of the returns and communicated to the Customer.
- Not accept returns for Vintage clothing items.

The Security Tag must still be intact and attached to the returned items.


RETURN INSTRUCTIONS
If the customer wishes to return an item, they must send an email to fortelashop@fortela.it requesting a Return Authorization Number (RAN).

The request must contain 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 shipped from the same country where the package was delivered.

FORTELA reserves the right to refuse returns that have not been properly authorized or sent in accordance with its return policy. In these cases, FORTELA may return the package to the sender at the original shipping address.

If FORTELA decides to accept an unauthorized return, a 10% deduction may be made from the item's value for the refund.




RETURN SHIPPING COSTS
We provide two methods for returning your items. You can choose whichever you prefer when submitting your return or exchange request.

1. Automatic method: Once the exchange request is sent to fortelashop@fortela.it, we will arrange for the pickup of your package wherever you prefer. You will need to pack the items in their original box (or in any rigid cardboard box), attach the shipping label (provided by us) to the box, and wait for the courier. Before picking up the package, the courier will contact you to confirm the pickup time.

2. Customized method: Once the return or exchange request is opened, you will be responsible for shipping your items back to us, choosing the courier and shipping service you prefer – we recommend using a trackable shipping service. Below is our return shipping address:

FORTELA MILANO
VIA MELZO, 3
20129 MILANO
TEL 02/20245500

Returns are not free; if you choose your own method to return your items, you will select the shipping service you prefer. If you choose our automatic method, we will deduct the return shipping costs from the refund.

When returning items from countries outside the EU, import duties may apply. They are charged once the package reaches the destination country, and customers are responsible for them.

Please note that we will deduct any import duties related to your return from the refund. For exchanges, we will ask you to make the payment before sending the new size.

We usually process refunds within 2 working days of receipt, and you will receive an email update as soon as we process your return. We issue refunds using the same payment method used for your order.

PayPal refunds will appear immediately in your account. Credit card refunds may take up to 10 working days to appear, due to varying processing times among payment providers.

Please note that shipping costs are not refunded. This applies to both the original shipping costs and the return shipping costs (if you choose our automatic method).

Please note that if you reside outside the EU, you may incur import duties when returning your item for a new size. Customers are responsible for any import duties, and we will send you a payment request for them. Once the payment is provided, we will process your exchange.

We allow returns for exchanged items, and it works the same way as standard returns. You have 14 days from receiving your new order to return your items or exchange them for a different size of the same items. For returns, we will deduct the original shipping costs, if any, from the refund, as well as the return shipping costs if you choose our automatic method.



REFUND POLICY
The refund for the returned item may be issued on the same day the package reaches the FORTELA warehouse, only after being checked by quality control.

For orders placed with a credit card, the amount should be available within 5 working days and will be visible on the credit card statement. The time it takes to process the refund may vary depending on the payment method used.
Refunds for orders paid through PayPal or bank transfer will be refunded to the same account used by the customer.

Refunds are made in the same currency used by the customer to pay for the order. Any difference in the refunded amount may depend on currency exchange rate fluctuations and will not be refunded.

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