Refund Policy

1. Size Exchange
We offer size exchanges under the following conditions:

The item must be in its original condition – unwashed, unworn, and with all tags, collectibles and packaging intact.

"Unworn" means the product hasn’t been used for daily wear. You may try it on briefly to check the fit, as long as the tag is not removed and the item shows no signs of wear (e.g., stains, perfume, damage).

Requests must be made within 3 days of delivery.

Shipping charges will be deducted from the refunded amount.

 

2. Defective or Damaged Items
If you receive a product with a manufacturing defect or damage, you are eligible for a free exchange or full refund:

The issue must be reported within 3 days of delivery, accompanied by clear photos showing the defect.

The item must be returned in unworn condition, with all original tags, packaging, and any included collectibles.

No shipping charges will apply for the return or replacement of defective items.

 

3. Refunds (Change of Mind)
If you would like to return an item for a refund:

The request must be made within 3 days of delivery.

The product must be unworn, unwashed, and in its original packaging, with tags attached and all accessories included.

Trying on the item is allowed, as long as it shows no signs of wear.

Shipping charges will be deducted from the refunded amount.

4. Refund Methods & Processing Time
For credit card payments, refunds will be returned to your original payment method within 7–14 business days.
  - Cash refunds are not available for credit card purchases under any circumstance.

For Cash on Delivery (COD) payments:
  - Refunds will be processed via InstaPay to Any Online Wallet 
  - The customer must provide their preferred refund method via Fortuna’s official customer service social media platforms.
  - The product must first be reviewed by our quality team to confirm it is in original packaging, with tags intact and all included collectibles (e.g., puzzle pieces, medals, etc.)