If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our Distribution Center in accordance with the following Return Policy:
- Items must be sent back within 15 days of the delivery date.
- Items must not be used, damage or dressed.
- Fortuna Italia LLC reserves the rights to apply a 10% restocking fee for Final Sale items. We strongly advise you to open your package when it arrives to you and inspect it for damage. If you cancel an order for any reason there will be a restock fee of 15%. If you return an order after 15 daysthere will be a restock fee of 20%. This is considered to be “stale” returns.
- All returns are refunded via store credit in the form of a Fortuna Italia LLCE-Gift Card.
- Returns are processed within 5-7 business days after your item(s) are received at our Distribution Center.
- Fortuna Italia LLC does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.
- Damaged, defective, or incorrect items must be reported within 2 days of delivery. (Note: If such items are not reported in a timely fashion, we will not issue store credit. Please email firstname.lastname@example.org for assistance.)
- Return packages must include a completed return request form or original packing slip to ensure processing. (Note: If the packing slip or return request form is not filled out correctly, your return may experience delays in processing. You may use the return request form included in your original packaging or download and print this form.)
Additional notes: Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return package that are lost or stolen in-transit. Without proof of receipt and delivery, Fortuna Italia LLCwill not issue store credit for your returns. Once your return is fully processed, we will issue you store credit in the form of a Fortuna Italia LLCE-Gift Card for use on a future purchase. E-Gift Cards never expire, and are redeemable right away!
Helpful Hint: if returning by mail, we suggest using USPS flat rate shipping for convenience (you can find information on flat rate shipping via USPS.com or by clicking here). You will be responsible for covering shipping costs to return items and shipping charges must be prepaid.
Returned to Sender & Refused Packages
This can happen if:
- an address is invalid or missing information
- the carrier is unable to deliver your package
- the order is refused by the customer at the time of delivery.
Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.
Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Fortuna Italia LLC does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Reserved Rights Regarding Returns
Fortuna Italia LLC reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of “wardrobing;”
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
- Potential fraudulent or criminal activity.
Similarly, Fortuna Italia LLC reserves the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.
Wardrobing & Excessive Returns
Our Customer Protection Team handles situations in which a #BRPCustomers return history may be indicative of fraudulent activity or wardrobing. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a #BRPCustomer, we must ensure the safety, welfare, and comfort of all #BRPCustomers across the United States.
Because we can’t ensure our #BRPCustomers will be issued the color/size of a candle, oil or a specific incense they desire by the time their returned items come back to the Distribution Center, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) in accordance with our Easy Returns policy and repurchase the item(s) in your desired color/size of a candle, oil or a specific incense once your store credit is issued.
Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Care team (email@example.com) along with a description of the damaged item and your Order Number. Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.
Defective, Incorrect, or Missing Items
Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please firstname.lastname@example.org within 2 days of delivery. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution.
Returns by Mail
Complete a returns request form (included in your original packaging or by downloading and printing this form), and include it in your return package. If the return request form is not filled out correctly, your return may experience delays in processing. Kindly note that if you neglect to include the correct Order Number on the return form and/or the correct return item(s), we will be unable to process your return. Additionally, multiple order returns must be accompanied by separate return forms for each order.
Alternatively, you may use the packing slip(s) provided with your order(s) to return; simply mark your packing slip and include the appropriate Return Reason code next to the item indicated on the packing slip.
Pack your item(s) securely in the original product packaging. All items must be returned in original condition, including all paperwork, packaging, and accessories. All items must not be used or dressed. Should you choose to return a Final Sale item, Fortuna Italia LLCreserves the right to apply a 10% restocking fee so long as the item is sent back in accordance with our Return Policy and is in resalable condition.
All return shipping charges must be prepaid. We do not accept COD; they will be rejected. We recommend sending your return via USPS Flat Rate with a tracking number and insurance, as we are not responsible for lost or stolen packages.
Send your package to:
Order Fulfillment Center
Fortuna Italia LLC
9498 Wickham Way
Orlando FL 32836
Store credit in the form of a Fortuna Italia LLC E-Gift Card will be issued for your return item(s) once your package is received and processed at our Distribution Center. Please allow up to 5-7 business days for our Returns Department to process your return once delivered. Your E-Gift Card covers the purchase price of each item and tax, if applicable. Fortuna Italia LLC does not issue store credit for the original shipping charges.
Fortuna Italia LLC requires items to be returned within 15 days of the delivery date, as stated in our Returns Policy. Returns received in our Distribution Center or retail locations after 15 days are considered to be “stale” returns.
Alternatively, Fortuna Italia LLC reserves the right to apply a 10% restocking fee for Final Sale and a 20% restocking fee for stale items. We will apply a 20% restocking fee to any stale item(s) sent back in resalable condition and in accordance with our Return Policy when processed at our Distribution Center. An E-Gift Card will be issued to you by email following our normal returns procedure.
Still Need Help? Contact Us Here!