Consult our frequently asked questions here. For other questions, please contact us at email@example.com
How do I order and pay?
To place an order, please follow these steps:
1) Click on the desired product, select the size and colour and add to cart;
2) Once you have all the items you want to order, click Checkout;
Check the items added to the cart;
3) Next, you can order as a registered customer or as a guest. If you are registered, click on Login. Then enter your email and password.
4) Choose the address where you wish to receive your order, which may be different from the billing address. Check that the delivery and billing data are correct.
5) In the next step, choose the shipping method: pick up in one of our shops or delivery to your address (MRW Portugal Continental / CTT Portugal Islands).
If you have a promotional code, insert it in the field "Promotional code". You can only use it if you order as a registered customer (login).
6) Select the payment method you want and finalize your order with "Pay securely".
Can I use the vouchers from the physical shop in the online shop?
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® customer file.
It is not possible to use Credit Notes from physical shops on the online shop.
If you have a TDP or VCP receipt, it is not considered a payment method, but a discount. It is not refundable in case of exchange/return.
Where can I find my vouchers?
To find the vouchers you must always log in to the online shop.
To find out which voucher(s) are available you should consult your code(s) in the customer area, under Vouchers.
Here you will find the code(s) to copy, as well as the expiry date and value.
Place the code(s) in the "Promotional code" field, with no space before or after.
The code(s) cannot be used in conjunction with direct discount campaigns, such as sales or promotions.
Note: The data in your form must be the same as the data in your customer record, namely email and telephone number. If you wish to update your file, DO HERE.
NOTE: This information refers to PTO or VCP vouchers, not shopping vouchers originating from refunds or credit notes from online purchases.
If you have a PTO or VCP voucher, it is not considered a payment method, but a discount. It is not refundable in case of exchange/return.
VCK vouchers are for exclusive use in physical shops.
I’m already using another shopping cart, how can I switch to PrestaShop?
To use a discount voucher, follow these instructions:
View the code under Vouchers in your customer area
Make the purchase and enter the code before proceeding to payment
If you have a TDP or VCP voucher, it cannot be used when there are campaigns running, for example: if we have 15% direct or sales, only with products marked with a discount on the voucher.
If you have an online shopping voucher, you can use it as long as you log in, as it is associated with your customer account and is a form of reimbursement from the online shop.
To check the code, LOGIN and then consult your customer area in VOUCHERS
Example: If you have received a TDP 123/4567 receipt, it is in your client area in vouchers and you must copy the code, which in this example is 123-TDP-4567.
If you have a TDP or VCP voucher, it is not considered a payment method, but a discount. It is not refundable in case of exchange/return.
How to Use The Vouchers From The Physical Store On 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 vouchers from the online shop in the physical shop?
No, shopping vouchers are not discountable in the physical shop.
Are the prices presented including VAT?
Yes, the value of all our products exposed in Forte Store include the value added tax at the legal rate in force in Portugal. Except in situations where the browser is outside Portugal, in which case the product information page appears "Plus VAT at the legal rate in place". When adding the item to the cart the VAT value is added.
How much are the shipping costs?
Pick up in physical shop - 3,99€.
Deliveries in mainland Portugal - 3,99€.
Delivery in Madeira and Azores - 3,99€.
What payment methods can I use to buy from Forte Store Online?
You can select from several payment methods:
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. In these cases, in the event of a refund, we will need your IBAN.
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. In these cases, in the event of a refund, we will need your IBAN.
To pay via MBWAY, select this payment method, enter the mobile number associated with your application and click on 'Pay securely'. You will then receive a notification from MBWay to authorise payment from Neptune Ring SA on your device. Payment must be made within 4 minutes. You will receive a payment confirmation to your e-mail, with the details of your order. In these cases, in case of refund, we will need your IBAN.
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. In these cases, in a refund situation, the reimbursement is made by PAYPAL.
Note: Remember that your order is prepared as soon as we receive confirmation of your payment. A TDP or VCP receipt is not a payment method, but rather a discount resulting from a campaign. It is non-refundable in case of exchange/return.
How long do I have to pay my order?
If you choose the Multibanco and Payshop payment methods, the deadline for payment is 3 days from the date you place the order.
What are the advantages of having registration?
You have access to your purchase history.
You can track your order.
You have access to your promotional codes.
You can make a return more easily.
How can I know the status of my order?
Check the status of your order at any time in the "My Account" section, under "Order History and Details". In this menu you can consult all the details of the orders placed with your account, including those not yet received.
When will I receive my order?
As soon as your payment is confirmed, your order goes into preparation. You will receive in your email the information 'Preparation in progress' at the time of shipment, and then an email with your carrier tracking code, to follow the shipment. Deliveries are made within 5 working days from the date of payment, for mainland Portugal. Orders to the Azores and Madeira have a delivery period of up to 15 working days. If you have chosen to pick up your order in our shop, you will receive a notification that your order is 'Ready for collection'. Note: During Sales and Promotions, the delivery time or shipping to the shop may be longer. Thank you for your understanding
How can I make an exchange / refund?
Go to your customer area and fill in the return form.
Under 'Order History & Detail', click on 'Details' then select the product and fill in the 'Return' box and finish with Ask for a Return.
Indicate in the return box:
Reason for return
If you want a shopping voucher or refund
If you want our collection service (give full address and mobile phone number for the courier) or to send to our address (given below)
Step 5 > Complete the return request
INFORMATION NOTES ON THE RETURN PROCESS:
REFUNDS: If you wish to request a refund, it will be done through the following methods:
If you have paid your order by Multibanco, MBWay or Payshop, you will have to indicate the IBAN for us to make the bank transfer.
If you have paid your order by Paypal, the refund is made by this way, you must indicate PAYPAL, in the refund form.
EXCHANGES: Exchanges by colour and/or size represent a new purchase. That is, if you want to choose the same article, but want to change the colour and/or size, a shopping voucher will be issued, as soon as we receive your return, to use in the exchange purchase, or to use in a future purchase.
If you want to make the exchange, you can request our collection service and as soon as we receive your return we will issue the Online Shopping Voucher, to use in a future purchase. In this case, the collection is free of charge.
If you wish to request a refund, you can request our collection service or send it to our address. In this case, if you choose the collection service, the collection cost of EUR 4.00 will be deducted from your refund.
Shipping Address: FORTE STORE Urbanização de Ruães - Lote 1 Mire de Tibães - 4700-565 Braga PORTUGAL
Note: The shopping voucher is for exclusive use in the online shop and valid for 12 months.
The items must retain all labels, which may not be removed and must be in perfect condition.
You must enclose the duplicate invoice together with the article(s) 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 receipt, the same is not refundable in case of exchange/return.
Can I return items purchased in the physical shop in the online shop?
It is not possible to return items to the online shop from products purchased in the physical shop.
Can I exchange or return a purchase made in the online shop in a physical shop?
No. To make an exchange/return in the online shop please follow our instructions "How can I make an exchange/return?"
How long do I have to return it?
If, for any reason, you wish to return your order, you can do so within 15 days of receiving it.
I received the wrong order or one of the items have a failure, what should I do?
If you have received an item with a failure or different from the image shown on the website, we will make the full refund as soon as it reaches our warehouses and we check its condition.
Defective items: Before asking for a return, you should contact the Customer Support through the e-mail firstname.lastname@example.org, sending photos where it's possible to see the issue.
Incorrect items: Go to "My account", in the option "History and Detail 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 at Forte Store Online?
At Forte Store Online the refund methods are as follows:
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.
If you have paid the order via PAYSHOP, the refund will be made by bank transfer. You must indicate your IBAN when filling in the return form.
If you have paid the order via MBWAY, the refund will be made by bank transfer. You must indicate your IBAN when filling in the return form.
If you have paid the order through PAYPAL, the refund will be made through Paypal.
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.