How can I track my order?
Once your order has shipped, we will send tracking information to the email address provided during checkout.
How long does shipping take?
Standard delivery generally takes approximately 5–8 business days after processing. Processing usually takes 1–3 business days.
Delivery times are estimates and may vary.
Can I change my shipping address?
Contact us at service@fortunateonce.com as soon as possible.
We can only guarantee address changes before an order has entered processing or shipment.
Can I cancel my order?
Please contact us immediately after placing your order.
Cancellation is only possible if the order has not already entered processing or shipment.
What is your return policy?
Eligible items can generally be returned within 21 days of delivery, subject to our Return Policy.
Do you offer refunds?
Eligible returns may be issued as store credit depending on the applicable return terms.
Certain situations, such as defective or incorrect merchandise, may be handled differently.
Are sale items returnable?
Items marked FINAL SALE are generally not eligible for return unless they arrive damaged, defective, incorrect, or otherwise qualify for an exception under applicable law.
What if I receive the wrong item?
Please contact service@fortunateonce.com and provide your order number and clear photographs of the item you received.
We will review the issue and provide further instructions.
What if my item arrives damaged?
Contact us as soon as possible with your order number and photographs of the damaged item and packaging.
Please do not return the item before receiving instructions.
How do I choose the right size?
Please review our Size Guide and the sizing information shown on the individual product page.
If you are unsure, contact service@fortunateonce.com before ordering.
Can I exchange an item for another size?
Exchange requests may be possible depending on inventory availability and the applicable return terms.
Please contact us before sending an item back.
Do you ship internationally?
International shipping may be available for selected destinations.
Available shipping methods, delivery estimates, and applicable charges will be displayed at checkout where available.
Will I have to pay customs or import fees?
International customers may be responsible for customs duties, taxes, import fees, or other charges imposed by the destination country.
Why has my tracking information not updated?
Tracking information may take some time to update after the package has been handed to the carrier.
If there has been no movement for an extended period, please contact us so we can assist with an investigation.
My tracking says delivered, but I haven't received my package. What should I do?
Please check around your delivery location, with household members or neighbors, and with your building's mailroom if applicable.
You may also contact the carrier directly.
If the package still cannot be located, contact service@fortunateonce.com.
How can I contact Fortunateonce?
For order support, returns, shipping questions, sizing assistance, or general inquiries:
Email: service@fortunateonce.com
Customer service hours:
Monday–Friday, 9:00 AM–5:00 PM PT
We aim to respond to customer inquiries within 1–2 business days, excluding weekends and holidays.