Refund policy

Returns
Our policy is valid for 30 days. We regret that we are unable to offer refunds or exchanges after 30 days of purchase.

To be eligible for a return, items must be unused and in the same condition as when you received them. They must also be in their original packaging.

Some items are not eligible for returns. Intimates and feminine hygiene products (including masks and underwear) cannot be returned.

Only items sold through our store are eligible for returns, not items sold elsewhere.

In some circumstances, you may only receive a partial refund (if applicable).
Items that are not in their original condition, damaged, or missing parts for reasons not due to our error.
Items returned more than 14 days after delivery.

Refunds (if applicable)
Once we receive and inspect your returned items, you will receive an email confirming receipt. We will also notify you of whether your refund has been approved or denied.
If approved, your refund will be processed and automatically credited to your credit card or original payment method within a certain number of days.

Delayed or Missing Refunds (If Applicable)
If you haven't received your refund yet, first double-check your bank account.

Next, contact your credit card company. It may take some time for your refund to be officially posted.

Next, contact your bank. It usually takes some processing time for your refund to be posted.

If you've completed all of the steps above and still haven't received your refund, please contact us via our contact form.

Sale Items (If Applicable)
Only regular-priced items are refundable. Sale items are non-refundable.

Exchanges (If Applicable)
We will only exchange items if they are defective or damaged. To exchange for the same item, please send us an email via our contact form and send the item to the address below.

Customs Duties
For orders shipped to the United States, effective February 1, 2026, import duties are calculated and collected at checkout. No additional customs charges will be required upon delivery.

For orders shipped outside of the United States, customers are responsible for any applicable customs duties and import taxes. Under no circumstances will we cover customs duties on products sold.
If customs duties are refused and the product is returned to us, the refund will be processed as the sales price minus any customs duties and return shipping fees. Please note that we cannot issue a refund if the product is lost or damaged during return shipping.

Shipping
To return an item, please mail it to the address below.

FORTUNA Tokyo
Beat Communication Co., Ltd.
AXIA Aoyama 906, 8-5-28, Akasaka, Minato-ku
〒107-0052
Telephone: +81-3-6721-0658

The delivery time for the replacement product may vary depending on your location.

Please use a trackable shipping service or purchase shipping insurance. We cannot guarantee the safe delivery of returned products.