I didn’t receive an order or shipping confirmation. What should I do?
It’s possible the email has gone to your junk folder or maybe Fortunate One has an incorrect email address for you. If this happens, please contact them straight away so they can verify whether the order has been placed and resend your confirmation.
Can I cancel or change my order?
Fortunate One aims to pack and ship out your order as quickly as possible. If you need to cancel or change your order, contact them as quickly as possible. They’ll try their best to accommodate the cancellation but unfortunately Fortunate One cannot guarantee that it will be possible.
I have received an incorrect order, what do I do?
If this has happened to your order, please contact Fortunate One’s Customer Care team so they can sort this out as quickly as possible. Include your order number, the name of the item you ordered and the code on the tag of the item you received.
How secure is it for me to use my credit card to purchase?
Fortunate One takes every measure against credit card fraud. If they suspect or their fraud system flags that your order may be fraudulent, they will contact you to confirm certain details. If you refuse to respond with the required information, Fortunate One reserves the right to cancel the order.
What is your return policy?
Fortunate One wants you to be absolutely in love with your new items, so if you’re not satisfied with your purchase, they offer returns for store credit within 21 days of package delivery for all full-priced items. This store credit is valid for 12 months and can be used on anything else from Fortunate One website so you’re sure to find the right piece for you! It is their store policy that refunds will only be offered in the case of manufacturing faults. Merchandise must be returned in their original unworn and unwashed state. Merchandise must have garment and swing tags still attached. All footwear returns must include the original shoebox in its original condition. The shoe box cannot be used as a postal box and requires its own postal packaging.
Are there items that do not qualify for returns?
Any products marked as ‘Final Sale’ cannot be returned. Due to hygiene concerns, the following cannot be returned: intimates, hair accessories, hats, earrings, cosmetic/beauty products, Undercover Style Helpers.