Refund policy

Please read our policy carefully before making a purchase.

Made to order Items.

All our clothing are made to order, which means each piece is specially made just for you.

Due to the personalized nature of custom sizing or design requests, these items are non-refundable and non-returnable, unless faulty. We do not offer returns or refunds for change of mind, incorrect sizing, or delays caused by postal services.

Damaged or Faulty Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please contact us within 7 days of delivery with clear photos and a description of the issue. If the fault is confirmed, we will offer a replacement or a refund.

Eligibility for Returns (Faulty Items Only)

To be eligible for a return, (faulty items only) your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Claims must be made within 7 days of receiving your order.

To start a return, you can contact us at help @fortunatehwai.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at help@fortunatehwai.com.

Cancellations
Cancellations are only accepted within 24 hours of placing your order. After this time, work may have begun and materials may have been sourced, so we can’t guarantee cancellation or refund.

Non-returnable items
Custom products, special orders or personalized items cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@fortunatehwai.com.