RETURNS, EXCHANGES AND REFUNDS

RETURNS, EXCHANGES & REFUNDS

GENERAL TERMS
You have 14 days from the delivery date to request a return or an exchange for a different size.

Returns are free for all orders that meet the minimum purchase threshold.

Please note:
• Sale items, underwear, and socks are not eligible for return.
• Items from the Vintage collection cannot be returned.

All returned items must be in perfect condition, unworn, unwashed, with all original tags and accessories (dust bags, hangers, garment covers, etc.), and packed in the original Fortela box or in sturdy protective packaging.
Shoes must have clean soles, and the security tag must be intact and still attached to the garment.

Fortela reserves the right to:
• refuse returns that do not comply with our policy;
• return to the customer, at their own expense, any items that are not suitable for resale;
• apply repair or restoration fees in case of damage or signs of wear that compromise resale.

HOW TO REQUEST A RETURN OR EXCHANGE
To initiate a return or a size exchange, please email fortelashop@fortela.it with the following information:
• order number
• item code
• reason for return or exchange
Our customer service team will provide all the necessary documents.
Returns must be shipped from the same country in which the order was delivered.

RETURN SHIPPING
You can choose between two return methods:
1. Return pickup arranged by Fortela (recommended)
We will schedule a courier pickup directly at your preferred address, free of charge.
You will receive a prepaid return label, and the courier will contact you to confirm the pickup time.

2. Self-shipping
You may return your order using a courier of your choice. In this case, return shipping costs will be your responsibility and non-refundable.
Please note that using a different courier may delay the return process and refund.
Fortela is not responsible for any loss or issues caused by returns shipped independently.

Return address:
Fortela Milano
Via Malpighi 7, 20129 Milano (MI) – Italy
Tel. +39 02 20245500

If your order was shipped within the European Union, you will receive a full refund.
For non-EU orders, customs duties and import taxes are non-refundable.
We recommend contacting your local customs office to request a refund of those charges.

REFUNDS
Once your return passes quality control, we will process the refund using the same payment method used for the original purchase:
• PayPal: immediate refund
• Credit card: up to 10 business days, depending on your provider
• Bank transfer: refunded to the same account
Refunds will be issued in the same currency used for the original order.
Any differences due to exchange rate fluctuations will not be refunded.

SIZE EXCHANGES
You can request a size exchange for the same item within 14 days of receiving your order.
For exchanges from non-EU countries, any applicable duties or customs fees will be charged to the customer before the new item is shipped.

If you can’t find the answer you’re looking for, Contact Us