Refund & Return Policy

Last updated: 9 October 2025

1) Overview

We want you to be happy with your purchase. Because fragrance is a personal and hygienic product, we do not accept returns and we do not offer refunds for change of mind or for opened items. This policy sits alongside our Terms and Conditions and Privacy Policy.

2) What is eligible

We will assist where an item is defective or incorrect on arrival. To qualify, you must:

  1. Contact us within 48 hours of delivery at hello@fortune-soul.com
  2. Provide your order number, photos of the parcel and item, and a short description
  3. Keep the product unused, unopened, and with all seals and labels intact unless we tell you otherwise

If approved, we will offer one of the following for the affected item: replacement, store credit, or a refund.

3) Not eligible

Returns and refunds are not available for:

  1. Change of mind
  2. Opened or used items
  3. Items with broken seals, missing packaging, or tampered presentation
  4. Samples, discovery sets, decants, and testers
  5. Gift cards and store credit
  6. Items marked final sale, except where defective or incorrect on arrival

4) How to request help

Email hello@fortune-soul.com within 48 hours of delivery and include:

    1. Order number and full name

    2. Clear photos of the shipping label, outer box, inner packaging, and the item

    3. A short description of the issue and whether you prefer a replacement, store credit, or refund for the affected item

Do not send anything back until we confirm your case and give return instructions. Unauthorised returns may be refused.

5) Return shipping and inspection

  1. If a physical return is required for a defective or incorrect item, we will provide instructions and either a pre-paid label or a reimbursement of reasonable return postage once received and approved.

  2. Pack returns in the original outer box with all inserts where possible.

  3. We may inspect the item on receipt. If the item is not as described, used, or missing parts, the claim may be declined or a partial remedy offered.

6) Outcome and timing

When we approve a remedy:

  1. Replacement ships as soon as stock is available

  2. Store credit is issued to your account or by email

  3. Refunds are processed to the original payment method; your bank may take 7 to 28 business days to post the funds

  4. Original shipping fees are not refundable unless required by law or we state otherwise

If your refund seems late, check with your bank or provider after we confirm completion.

7) Damaged, missing, or tampered parcels

If your parcel arrives damaged, appears tampered, or items are missing:

  1. Photograph the outer box, inner packaging, and item immediately

  2. Keep all packaging until the claim is resolved

  3. Contact us within 48 hours of delivery with the details above

We will guide you through any carrier claim if needed.

8) Refused, unclaimed, or undeliverable shipments

If a delivery is refused, unclaimed, or undeliverable due to an incorrect address or missed collection:

  1. We can reship once we receive the additional shipping fee

  2. If you choose not to reship, we may refund the item price less original shipping and any return handling we incur, unless a legal right requires more

9) International orders, customs, and taxes

Some destinations charge import duties, value added tax, or clearance fees. These amounts are set by the destination authority and are payable by the recipient. Customs processing can delay delivery and is outside our control.

If a shipment is held or returned for unpaid charges or refusal to accept, we can reship after receiving the additional shipping fee. Original shipping charges are not refundable.

10) Preorders and backorders

Preorders and backorders are not cancellable after payment except where an item becomes unavailable. If there is a significant delay, contact us and we will offer options that may include a replacement, store credit, or a refund for the affected item. The same return rules apply.

11) Bundles, sets, and gifts with purchase

  1. If one item in a bundle or set is defective, we will replace or refund the affected component where practical. Some sets may require returning the entire set.

  2. Gifts with purchase must be returned unused and in original packaging if the main item is refunded, unless we tell you otherwise.

12) Exchanges

We do not offer direct exchanges. For approved cases, choose replacement, store credit, or refund for the affected item.

13) Lost in transit

If tracking shows no movement for a reasonable period, we will liaise with the carrier. Timelines depend on the carrier’s investigation. Once the carrier confirms loss, we will arrange a replacement, store credit, or refund.

14) Fraud and abuse

We may decline claims that show signs of abuse or fraudulent activity, for example repeated claims without evidence or mismatched serials.

15) Your legal rights

This policy applies in addition to any mandatory rights under Hong Kong law, including rights concerning description, quality, and fitness for purpose in consumer sales.

16) Contact

Questions or claims

Email: hello@fortune-soul.com

Operating company: Fortunesoul Import and Export Limited, Hong Kong