Our Return & Refund Policy
We want you to feel completely confident about every piece you bring home from FortunateMall. Choosing meaningful jewelry and spiritual items online is a personal decision, and we want to make sure you have the time and flexibility to decide whether an item is right for you.
That is why we offer a 30-day return and exchange window on most items, starting from the date your order is delivered.
What Can Be Returned
You may return an item for a full refund or exchange if it meets all of the following conditions:
- The item is unused and in the same condition you received it.
- It is in its original packaging, including any pouches, boxes, or protective wrapping.
- You have your receipt or order confirmation as proof of purchase.
- The return is requested within 30 days of delivery.
Please note that normal wear and tear, including scratches from daily use, does not qualify for a replacement or refund.
Who Pays for Return Shipping
If you are returning an item because you changed your mind, ordered the wrong size, or simply do not love it, you are responsible for the cost of return shipping. The original shipping charges you paid at checkout are non-refundable.
However, if the return is our fault — you received a damaged, defective, or incorrect item — we will cover the return shipping cost. In these cases, please reach out to us first so we can arrange the return properly.
Items That Cannot Be Returned
For hygiene and safety reasons, the following items are final sale and cannot be returned or exchanged:
- Gift cards and digital gift certificates
- Personalized or custom-engraved items
- Opened or used incense, candles, sage bundles, and soap products
- Items purchased during special promotional sales, unless they arrive damaged or defective
- Free items received as part of a promotion or giveaway
The Refund Process
Once we receive your returned item, our team will inspect it within 3 to 5 business days. We will then email you to let you know whether your refund has been approved.
If approved, your refund will be processed and credited back to your original payment method within 7 business days. Depending on your bank or credit card provider, it may take a few additional days for the amount to appear on your statement.
If your refund is delayed beyond this timeframe, first check with your bank or card issuer, then contact us and we will look into it right away.
Exchanges
We are happy to exchange items for a different size or variant, provided the item is in stock. To start an exchange, email us with your order number and the item you would like instead. Once we receive your original item, we will ship out the exchange.
Please note that after an exchange is completed, the exchanged item cannot be returned for a refund.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of the item and packaging. We will arrange a free return and send you a replacement at no extra cost.
For defective items purchased within the past year, you may also contact us to receive a special 50% off code for the same item, as an alternative to returning it.
Gifts
If an item was marked as a gift at checkout and shipped directly to you, you will receive a store credit for the value of the returned item once we receive it. If the item was not marked as a gift, the refund will go to the original purchaser.
Important Notes
- Please do not return your purchase to the address printed on the shipping label. Always contact us first for return instructions.
- We recommend using a trackable shipping service for returns, as we cannot be held responsible for packages lost in transit.
- After 30 days from delivery, we are unable to offer refunds or exchanges.
Contact Us
If you have any questions about a return or exchange, please email us at [email protected]. We typically respond within 24 hours and are always happy to help make things right.