Common questions

General Questions

• Why buy at Forte Store Online?

  At Forte Store online shop you can find a variety of internationally renowned fashion brands.

  With an online presence and more than 50 physical shops, you will find the best options of major fashion brands of clothing, footwear and accessories for women, men, children and baby.

  The Forte Store is the official representative of all the brands displayed on our website, which you can consult here.

  
  

• Why register?

  Registration on the Forte Store online shop gives you convenience in:

  1. Place an order in a more agile way;
  2. Consult information and the status of your orders in the online shop and returns;
  3. Make an exchange/return easier;
  4. Access Vouchers purchased in shop and online;
  5. Receive notifications, news and promotions;
  6. Create lists with your favourite articles and save them for later viewing.

  
  

• What are the advantages of buying from Forte Store online?

  By purchasing from Forte Store online shop, you have access to exclusive benefits:

  • Customer support with a dedicated team and support by chat, phone and email suporte@fortestore.com;

  • Purchase internationally renowned fashion brands, originals and with brand warranty (items purchased up yo 2 years);

  • Secure payments: direct, secure and certified payment methods by the Bank of Portugal;

  • Deliveries at your address, won average between 2 to 5 working days (after payment confirmation);

  • Pick-up at your physical shop, on average between 2 to 7 working days (after payment confirmation);

  • Vouchers and exclusive promotions for registered customers;

  • Returns at different delivery points (Pickup points, pickup at your address or delivery to our address).

• Can I use the coupons from the physical store in the online store?

  Yes, you can use the coupons from the physical shop in the online shop.

  The purchase coupons are the result of discount campaigns on coupons, originating from purchases in the physical shop and online from customers with a Forte Store®.

  It is not possible to use Credit Notes from physical shops on the online shop.

  If you have a TDP, VCA, VC4, VC5 or VCP coupons, it is not considered a payment method, but a discount. It is not refundable in case of exchange/return.

  
  

• Where can I find my coupons?

  To find the coupons, you should always log in to the online shop.

  Then go to "My Account" in the top menu and look under "Discounts".

  Copy the code and apply it in the Promotional Code field.

  
  

  Note:

  The code(s) cannot be combined with direct discount campaigns, such as sales or promotions.

  Note: The details on your card must be the same as those on your customer card, namely your email address and telephone number.

  Note: This information refers to vouchers; it does not refer to vouchers originating from refunds or credit notes for online purchases.

  If you have a discount voucher, it is not considered a payment method but a discount. It is not refundable in the event of an exchange/return.

  
  

  
  

• How to use physical store receipts in the online store?

  After checking to see which voucher(s) are available for use, they can be used at checkout by simply entering the code(s) in the "Promotional Code" field.

  The use of the voucher(s) is limited to the conditions therein, such as validity, value, as well as the amount necessary to purchase in order to be able to discount it.

  The voucher(s) is (are) for single use only.

  The code(s) cannot be used in conjunction with direct discount campaigns, such as sales or promotions.

• Can I use the shopping vouchers from the online store in the physical store?

  No, online shopping vouchers are not discountable in the physical shop.
  

Orders

• How to order and pay?

  To place an order, follow these steps:

  1. Click on the desired product, select the colour and size, and click Add to Cart;
  2. Once you have all items you want to order, click on View Cart;
  3. You will go to the Cart Summary page, where you should confirm the products (colour, size and quantity) of your order, as well as put the promotional code and select the delivery method.
  4. By clicking Continue, you will go to the Identification Page , you can order as a registered customer "Are you registered customer?" or "Create customer account".
  5. According to the option you have chosen "Are you a registered customer?" enter your email address and password or, if you do not have an account yet, choose "Create customer account" and enter all the requested data.
  6. Next, you will have the Payment Page, where you will again have the summary of your order and you can add a promotional code. You must confirm the address data, billing information and delivery. You should also choose how you wish to pay.
  7. To finalize your order, you must confirm that you have read and accept the Terms and Conditions and click on Pay Safely.

• I am unable to use the voucher/receipt I received. How do I do?

  To use a discount voucher or coupon, follow these instructions:

  1. Log in;
  2. Consult the code in "Discounts" in you customer area;
  3. Make the purchase and enter the code before proceeding with the payment.

  Notes:

  If you have a TDP or VCP coupon, it cannot be used when campaigns are running, for example: if we have 15% direct or Sales, only with products marked with a discount on the coupon.

  If you have an online shopping voucher, you can use it, as long as you log in, as it is associated with the customer account and is a form of reimbursement from the online store.

  To verify the code, LOGIN and then consult your customer area under "Discounts".

  Example: If you have received a TDP 123/4567, it is in your customer area in "Discounts" and you must copy the code, which in this example will be 123-TDP-4567. If you do not succeed, you must update your data.

  If you have a TDP or VCP voucher, it is not considered a payment method, but a discount. This voucher is non-refundable in case of exchange/return.

  
  

• Do the values shown include VAT?

  The prices indicated on this website include VAT (where applicable), but do not include delivery costs, which will be added to the final price.
  

• What is the cost of shipping costs?

  In-store pickup: €3.99 or Free on purchases over €79.99
  Deliveries in mainland Portugal: €3.99 or Free on purchases over €79.99
  Deliveries to Madeira and the Azores: €3.99
  Deliveries in mainland Spain: €3.99 or Free with purchases over €79.99
  Deliveries in Spain Balearic Islands and Ceuta: 25€
  Deliveries in Europe - The delivery price will be shown when you finalise your order.

• What payment methods can I use to buy from Forte Store online?

  You can select from several payment methods:

  MULTIBANCO:
  To pay via BANK, please select this payment method and click on "Pay securely". You will then be given your order reference and payment details, which you will also receive in your e-mail. The deadline for payment is 3 days from the date you place your order. Remember that we will send your order only as soon as we receive confirmation of payment. In this case, in a refund situation, we will ask you to provide your IBAN.

  MBWAY:
  To pay by MBWAY, select this payment method, enter the phone number associated with your application and click on "Pay Securely". You will then receive a notification on the device number yo entered, from the MBWAY application to authorise payment by Neptune Ring S.A. Payment must be made within 4 minutes. You will receive a payment confirmation in your e-mail, with the details of your order.
  In this case, if a refund is required, we will ask you to provide your IBAN.

  PAYPAL:
  To purchase with PayPal, select this payment method and click on "Pay Securely". You will then be directed to the PayPal page to proceed with the payment. You will receive a payment confirmation to your e-mail, with the details of your order.

  VISA/MASTERCARD/MAESTRO:
  Payme nt by Visa, Maestro or Mastercard requires you to enter valid credit card information. If the information is not valid, an error message will appear making it impossible to complete the payment. In case of a return, the refund is made by the same method of payment.

  PAYSHOP:
  To pay via PAYSHOP, please select this payment method and click on "Pay Securely". You will then be given your order reference and payment details, which you will also receive in your e-mail. The deadline for payment is 3 days from the date you place your order.

  GOOGLE PAY/APPLE PAY:
  Payment by Google Pay or Apple Pay is available for IOS and Android devices. Simply select this payment method when finalising the purchase and access the app to choose the card with which you wish to pay. Then you just need to enter the access PIN or authorise the order with Touch or Face ID. You will receive a payment confirmation in your email, with the details of your order.

  GIRO PAY:
  To pay with Giro Pay select this payment method at the checkout of your order. You will be redirected to Giro Pay to enter your bank details, you will receive an SMS with information to enter on the redirection page and finally you will receive a notification of completed payment and a payment confirmation in your email, with your order details.

  CARTE BANCAIRE:
  To buy with Carte Bancaire select this payment method and click on "Pay with Security", the you must enter the data of valid card. In case of return, the refund is made by the same method of payment.

  Note: Remember that your order is prepared as soon as we receive confirmation of your payment.

  A TDP or VCP coupon is not a payment method, bur rather a discount resulting from a campaign. It is non-refundable in case of exchange/return.

  
  

• What is the deadline for paying for my order?

  If you choose the Multibanco payment method, the deadline for payment is 3 days from the date you submit the order.
  

• How can I know the status of my order?

  Check the status of your order at any time in the "My Account" section under "Orders".

  In this menu, you can see all the details of the orders placed with your account, including those not yet received.

  The order goes through 4 stages:

  1. In payment (payment not confirmed);
  2. In separation (payment has been confirmed and the order is being prepared and invoiced);
  3. In transit (the order is being delivered to the carrier, pickup point or sent to the physical shop. At this stage, you can see the invoice and tracking code);
  4. Delivered (confirmation that the order has been delivered or picked up at the physical shop).

  
  

• When do I receive my order?

  Once your order has been registered, the average dispatch time is 3 working days from the date of payment.
  Mainland Portugal - between 2 and 5 working days

  Portugal Islands (Madeira and Azores) - between 10 and 15 working days

  Spain (except islands) - between 2 and 5 working days

  Germany - between 2 and 7 working days

  Austria - between 3 and 9 working days

  Belgium - between 2 and 8 working days

  Denmark - 3 to 9 working days

  France - 2 to 6 working days

  Italy - 2 to 8 working days

  Luxembourg - 2 to 8 working days

  Monaco - 2 to 7 working days

  Netherlands - 2 to 8 working days

  Poland - 2 to 8 working days

  Czech Republic - between 2 and 8 working days

  
  

  If you choose to collect your order from a physical shop, deliveries are made between 2 and 7 working days from the date of payment. As soon as your order arrives at the shop, you will receive a notification indicating that your order is 'Ready for collection'.

  Note: During sales / promotions, delivery times to your address, pick-up point or dispatch to the shop may be longer. Thank you for your understanding.

  
  

Exchanges/Returns

• How can I make an exchange / return?

  You can request an exchange or refund within 15 days from the delivery date of your order.

  * Special season: For orders placed from 20 November onwards, the special exchange/return period applies until 7 January 2024.
  

  To do this, you must fill out the return form.

  Exchanges are free of charge. Please note that exchanges are only possible for the same reference, and it is possible to choose another size or another colour. The exchange is expedited from the moment you return the item to us by the following methods: delivery to out address, pickup at your address or delivery at a Pickup point.

  If you wish to exchange it for another item, you must return and choose the Shopping Voucher option. In this case, the pickup service at your address is free.

  The return is made by the same method of payment, and in the case of Multibanco and MBWAY, it is made by bank transfer.

  If you wish to request a refund, you can request our pickup service or send it to our address. In the case, if you choose pickup service, the collection cost of €4.00 will be deducted from your refund.

  If you wish to send the items to us, our address is FORTE STORE Urbanização de Ruães — Lote 1 Mire de Tibães — 4700-565 Braga PORTUGAL.

  The items must keep all labels, which cannot be removed, and be in perfect condition.

  You must send the duplicate invoice together with the items to be returned.

  RETURN OF SHOES: Shoeboxes must be sent intact, placed in a bag or in the box of the original order. You must not write on the footwear box. The violation of this indication will result in the refusal of the return.

  If you made the purchase using a TDP or VCP coupon, it is not refundable in case of exchange/return.

  
  

• Can I return items purchased in the physical store in the online store?

  It is not possible to return items to the online shop from products purchased in the physical shop.
  

• Can I make an exchange or return a purchase made in the online store in a physical store?

  No. To make an exchange/return in the online shop follow our instructions "How can I make an exchange/return?"
  

• How long do I have to return?

  If, for any reason, you wish to return your order, you may do so within 15 days of receiving it.
  

• I received the wrong order or one of the items is defective, what do I do?

  If you have received an item with a defect or different from the image shown on the website, we will make the full refund as soon as it reaches our warehouse and we check its conditions.

  Defective items: Before asking for a return, you should contact the Customer Support through the e-mail suporte@fortestore.com, sending photos where it's possible to see the defect.

  Incorrect items: Go to "My account", in the option "Historyl of Orders" select the order that contains the article you want to return, and indicate the reason for return "Article different from the image".

  Then just follow the instructions on the form.

  Note: in the online shop we do not deal with defective items purchased in the physical shop. You must contact the physical shop, as well as present the invoice for the purchase of the items.

  
  

• What are the refund methods in Forte Store online?

  At Forte Store Online the refund methods are as follows:

  MULTIBANCO:
  If you have made the payment of the order through a bank transfer, the refund is made by bank transfer, you must indicate the IBAN when filling out the return form.

  MBWAY:
  Is you have paid by Mbway, the refund is paid by the same method of payment.

  VISA/MASTERCARD/MAESTRO:
  If you have paid with Visa or Mastercard credit card, the refund is paid by the same method of payment.

  PAYPAL:
  If you have paid the order through PAYPAL, the refund will be made through Paypal.

  GOOGLE PAY:
  If you have paid with Google Pay, the refund is paid by the same method of payment.

  APPLE PAY:
  If you have paid with Apple Pay, the refund is paid by the same method of payment.

  GIRO PAY:
  If you have paid with Giro Pay, the refund is paid by the same method of payment.

  CARTE BANCAIRE:
  If you have paid with Carte Bancaire, the refund is paid by the same method of payment.

  NOTE: If you used a TDP or VCP voucher, it is not a payment method. Therefore it is not refundable in case of exchange/return.