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Refund policy

Refunds, Returns, and Exchanges

At FortunateMall, we strive to ensure customer satisfaction whenever possible. If you are dissatisfied with your order for any reason, please review our return and refund policy below.

Our return policy is valid for 30 days. If you have received your items for more than 30 days, this policy will no longer apply. We are happy to issue a refund or exchange for any issues with your order.

Items eligible for return must meet the following requirements: They must be in their original condition upon receipt, unworn and unused, with all tags attached and in their original packaging. Please also have your proof of purchase ready (e.g., receipt, order screenshot).

To initiate a return, please contact us via email at [email protected]. If your return request is approved, we will send you a return shipping label and provide specific shipping instructions and address. Please note that we cannot process returns sent without prior authorization. For any return-related inquiries, you may also contact us at the email address above.

Damage and Issues

Please inspect your items promptly upon receipt. If you discover any defects, damage, or discrepancies between the received items and your order, contact us immediately. We will verify the issue and assist with resolution as soon as possible.

Exceptions / Non-Returnable Items

Certain items are non-returnable, such as custom-made products (including special orders, personalized items, etc.). If you have questions about the return policy for specific items, feel free to contact us for clarification. Additionally, promotional items and gift cards are currently non-returnable.

Exchange

If you need to exchange an item, the most efficient method is to first return the existing item. Once your return request is approved, place a new order for the desired item.

Refunds

Upon receiving and reviewing your returned item, we will promptly notify you whether your refund request has been approved. If approved, the refund will be automatically processed back to your original payment method. Please note that banks or credit card issuers may require processing time for refunds to appear in your account, and the actual timing depends on their procedures.