We do not accept exchanges/returns of personal items (e.g.: underwear and perfumery).
General rule for returns
If you wish to return a product you must do so within 15 days from the date you receive the order. To do so, you must enter your customer area, select the order containing the item and indicate that you wish to return it and the reason. Returns are free of charge, and should be sent back to our address. The shipping cost will only be removed if you use our pick-up service, when you wish the reimbursement of the returned item.
We do not accept returns in physical shops, so you must send it to our address by mail, within the period established for returns, or use the pickups service (cost with transport company), requesting the pickup by filling out the return form. You may also deliver the order to a pickup point, along with the return form.
You should also indicate the desired method of reimbursement, if a voucher for online purchases FORTE STORE or the reimbursement of the amount (in this case, the return is made by the same method of payment used in the purchase, and in some cases you must need to indicate the IBAN or IBIB).
You must send it by mail, along with the duplicate invoice, to our address: FORTE STORE Urbanização de Ruães — Lote 1 Mire de Tibães — 4700-565 Braga PORTUGAL.
You can alternatively choose the Pickup Service. If you use the pickup service, it has a cost, if you want a refund. This cost will be deducted from the value of the return. In this case, you should also indicate the date and place you wish the return to be collected (at least 24 hours after you have indicated you wish to make the return. Returns will only be made on working days). The cost of this return will be deducted from the amount to be refunded (4€ for Continental Portugal and Islands).
If you choose to receive the value of the article through the Forte Store Online shopping voucher, the return costs are free.
As soon as the product is received at our offices the purchase voucher will be generated. If you have used a promotional discount code, this value will not be refunded, that is, the refund will only be for the amount actually paid.
The customer should return the product in the same packaging used in the first delivery. Where possible, you should accompany the product to be returned with all original boxes, instructions/documents and packing materials. We will inspect the returned product. Any product that has been damaged, is not in the same condition as when you received it or shows signs of use other than simply opening the packaging will not be eligible for a refund.
You can only make one return/exchange request per order. Once an order has been made and finalised, it is not possible to request a new order for another item from the same process/order.
In case of returns by defect, these must be previously checked and confirmed. You must contact Customer Service by the usual means.
Return due to cancellation
The User has until 15 days after the date of delivery of the products to return them, without any justification being required (except in the case of products made to their specification or personalised).
Returning shoes
Shoe boxes must be sent intact, placed in a bag or in the box of the original order. Do not write on, stick labels or tape shoe boxes. Failure to do so will result in the return being refused.
Returns of faulty products
If the User believe that the product supplied, upon delivery, is not in accordance with the Contract, the User should access the customer area, select the order that contains the article and indicate the article to be returned and respective cause, within 15 days from the date of receipt of the order.
Forte Store will inspect the returned product and inform the user of the right to replacement or refund (if applicable) via email.
As a rule, Forte Store will refund or replace as soon as possible and, in any case, within 30 days from the date of confirmation by email that you are entitled to a refund or replacement of the defective product. Products returned by you because of a defect, if confirmed to be defective, will be refunded the full amount paid. The refund of any amount paid will always be made via the payment method used to purchase the product.
If the defect is approved: From the moment we communicate that the defect has been accepted, you have 14 days to send us the item.
Advice for a more efficient service:
Fill out the return form, in a complete manner, including the order details, refund form and shipping method;
Items must be returned within 15 days, in perfect condition, without signs of use and keeping the identification label.
They must be returned inside the original packaging, keeping the original labels (they cannot be removed from the articles);
The client has the right to try on the clothes and shoes to test the size and shape, but may not wear them;
Returned articles must be accompanied by a duplicate of the invoice receipt which must always be sent inside the package.
Refunds by Bank Transfer
The refund will be made through the same method of payment with which the purchase was made. In the case of payments made by ATM, we will request the IBAN of the bank account to which the customer wishes the refund.
If the IBAN is not provided the refund will be made automatically through a shopping voucher, which can be used in a next purchase in the Forte Store online shop.
Forte Store will refund the customer according to the corresponding amount within 14 calendar days from the date of receipt of the returned item(s) in our warehouse.
However, Forte Store reserves the right to withhold the refund until the arrival of the articles in the same conditions and without presenting signs of use.
These provisions do not affect any rights of the user, which result directly from the law.
Exchange Conditions
If the User wishes an exchange, this will only be possible, for the same reference, being possible the choice of another size or another colour. Only after the reception of the article in exchange and its validation, the company will proceed to send the requested exchange. The use or bad conditions of the item to be exchanged will cancel the sending of the new item.
We do not accept exchanges in the physical shop for items that have been purchased in Forte Store Online.
