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      “suite 25”: the new spring collection

      get extra 10% off on sale item with the coupon ff_extra10

      forte_forte | official website

      frequently asked questions


      hi, how can we help you?
      In this section you can find the answer to your questions.

      In case you don’t find the answers to your questions in this section, you can always contact our customer service department at e-mail address customercare@forte-forte.com, or you can call the (+39) 041 8380020





      orders


      choose your favourite items, select colour, and size, and then add them to the shopping cart. please remember to verify the selection is correct and, if necessary, modify your order by removing or adding the items. please proceed with your purchase. 

      you can easily check your order status whenever you need in your account or in the dedicated section here if you made the order as a guest. 
      if the order is in progress, it means that it is still in our warehouse; indeed, if it has been delivered, it is reaching the destination. the order can be cancelled, and, in this case, the order status appears as cancelled. 

      unfortunately, it is not possible to modify an already confirmed order, but you can cancel it before the shipping. 
      we suggest you do it by contacting the customer care at the phone number +39 041 8380020, by e-mail customercare@forte-forte.com , or by whatsapp at +39 041 9690128. our customer care colleagues will help you and confirm if you can proceed with the order cancellation or money-back. 

      yes, sure. you can do a phone order by calling our customer care at +39 041 8380020 from monday to friday from 8.00 am to 1:00 pm and from 2:00 pm to 6:00 pm. our team will be glad to support you in the order placement.

      the procedure is easy: after having placed the items into the shopping cart, please proceed with the check-out. during this phase, a space will appear to insert the promo code. we remember you that promo codes can be added to other on-going promotions.  

      unfortunately, no, it is not possible to add a promo code after having completed the order, but if the order is still in progress, you can request its cancellation and create a new one. 

      it is not possible to request a gift packaging, but we would like to remind you that we carefully prepare our orders. the items are shipped into a natural havana-coloured cardboard box which hosts forte_forte’s logo printed inside. the items are wrapped into a precious tissue with a small sticker. every detail is accurate, even the smallest accessories are shipped into a dedicated little box with our logo. 

      the opportunity to collect the order at the shop is not available now. we recommend you to directly contact the team of the nearest shop. you could schedule a date there to complete your purchase. 

      tax-free purchases are now not possible on our online shop. we kindly remind you that for the purchases performed in italy, the vat amount is included in the final price, and it is indicated during the check-out. for all the other destinations, the italian vat is not included in the items’ price. 




      payments and shipments


      we ship our cloths all over the world. you can find all the destinations on our website.
      we kindly remind you that if you desire a purchase destination different than those indicated, you must select the country from the dedicated menu right at the top of every page before performing the order. 

      as soon as your order will be shipped, we send you a confirmation e-mail with the tracking number to directly follow the shipping on the courier’s website, or you can always access to your private area or verify the order on our website: you will find all the updates about the order status and all the shipping details from the tracking number to the courier’s details. 

      once the order is completed, we will entrust it to the logistics department who will ship it within 1-2 days since the purchase. the shipping time can vary according to the orders quantity, and, in some cases, the items are transferred from our shops, this may take more days. our customer care will keep you updated about the shipping dates. 

      as soon as we will give your order to the courier, we send you an e-mail with the tracking link where you could check the shipping. we inform you that 1-2 days are needed to complete the delivery, but we ask you to consider that there may be mail or courier delays, logistics unpredictable issues, bad weather conditions, or issues to reach the indicated address.  
      we would like to inform you that the courier delivers are from 9:00 am to 6:00 pm on working days. saturdays, sundays, and bank holidays are excluded.
      once the order is performed, it will not be possible to modify the address, and potential customs import expenses will be charged to the addressee.
      our recommendation is to previously contact the customs authorities of your own country to check the costs and possible import limitations. 

      the shipping in italy is entrusted to tnt courier, while shipping all over the world are performed through gls or fedex couriers according to the destination country.  at the moment of shipping’s order, we will send you an e-mail with the tracking number to be always updated about the delivery.

      once the order has been performed, unfortunately it will not be possible to modify the shipping address. 

      it is necessary to perform a minimum purchase as indicated on our homepage to enjoy the free shipping. this limit could vary according to the current promotions. if you want to preview the shipping costs, you can easily simulate an order on our official website by inserting the correct destination address. the shipping expenses amount, if necessary, will be visible in the shopping cart or on the check-out page. 

      our couriers always take care of your orders so that you can receive them on time and intact, but we cannot exclude there can be exceptions.
      in case the tracking number will indicate a problem concerning the shipping address, you can directly contact the courier to receive explanations.
      indeed, if the courier needs our support, please contact our customer care within and not after 14 days since the order shipping. 

      in this case the courier leaves a notice of passage on the doorbell or in the mailbox and, a second passage can be rescheduled on the working day after. if you will not be at home even on the second day, the shipping can return to the warehouse. for this reason, it is essential you monitor the shipping link and contact the courier or our customer care colleagues to schedule a new delivery.

      at the delivery moment, you need to check that the packages number is the same of the one indicated on the delivery note and that packages are intact.
      once the package has been opened, please check that the items are intact and complete. in case of issue, please tell it immediately to our customer care by sending pictures of all the package sides and the content. we will help you to solve the problem. 

      it is a recent regulation which protects online payments since 28 december 2020 thanks to new authentication rules. for this reason, when you perform an order by using a credit card, your bank may ask you to confirm your identity by using 3d secure authentication. there are many ways to authorize the online payments, for example it may be necessary to confirm your identity by sms, e-mail, or touch-id. we suggest you contact your bank to assure they have your correct contact details in case of 3d secure authentication request by sms or e-mail. in case of questions or doubts, you can contact our customer care. 

      you can choose among these possibilities of safe payment: credit card, paypal, klarna, google pay, bank transfer, amazon pay and alipay.
      in case of doubts, we have created a section dedicated to orders and shipping.

      paypal is a safe online payment method able to perform the order payment by directly accessing to your account. 
      your bank account and credit card data connected to the account are directly managed by paypal, which will provide you with a notice by e-mail after the payment.  

      klarna offers an innovative fully digital payment service. 
      here below you can find further information about the postponed payment option, lay-by or immediate, and about how to use it online.

      google pay is an extremely easy and quick method to pay on internet, by applications or at shops by using the cards saved on your google account. google pay protects your data and cards during the payment. 

      apple pay is the payment method designed for apple users, which allows them to link their credit or debit cards to the wallet app on their iphone, apple watch, mac, or ipad. this payment method can be used online in safari and in apps, as long as apple pay is available as a payment option.
      the card data used is not stored on the devices or saved on apple’s servers, but a unique code is used for the transaction to ensure greater security.

      according to the payment method, there are varied reasons because the payment may be rejected.



      payment by credit card:

      in case of payment by credit card, we suggest you check the credit or debit card data and that the invoicing address corresponds to the one linked to the card.
      the card could not be authorized for international payments: our bank headquarter is placed in amsterdam, and for this reason, it will be necessary to perform the transaction with an enabled circuit.
      other possibilities are that your card has reached the limit of online payments - in this case, please check that the fixed limit on the credit or debit card does not avoid the needed charge of the payment, or that the transaction’s page is expired.


      payment by paypal:

      in case of payment by paypal, we kindly ask you to check some phases to avoid the payment rejection.
      first, please check that your connected credit cards are updated, and the account balance is enough; assure that your paypal account is verified.
      please pay attention not to go out from the page before completing the check-out.
      in the end, the transaction page can expire. in these cases, you can contact paypal to receive information and details about your account.


      payment by klarna:

      in case of payment rejection, you can make a second attempt of payment and contact klarna customer care to check your account.

      our suggestion is to contact our customer care service. you will find qualified personnel able to help you to solve a problem. they will check if it is possible to retrack the order with a payment link or they will invite you to insert a new one. 

      we are sorry, but now there are no available gift card on our online shop.  

      yes, sure. you can save a favourite payment method into your account for future purchases. it is easy: access to your account and enter the “payment” section.

      probably if the order has been confirmed but not shipped yet, there is a delay in the order progress. our suggestion is to contact the customer care to receive updates, or if you purchased as registered client, you could access to your account and directly monitor the progress status of the order. 

      in case of order cancellation before the shipping, the money back can be released within 4 days since the cancellation confirmation on the same payment method selected during the check-out. we inform you that the money back may take different timing according to the used payment method or the bank. in case of problems, not hesitate to contact our customer care service who will be glad to help you. 

      we remind you that you can check the shipping status through the tracking code you will receive by e-mail at the moment of shipping. the potential shipping’s cost can be indicated at the check-out when the order is confirmed. 
      here below you can find some further information about our procedure and some suggestions: the orders are released within 1 or 2 working days since the order’s reception date; we inform you that for those items with a limited availability, the order delivery could require more days, but our customer care will keep you always updated about the delivery. on some occasions like sales, black friday or bank holidays, the shipping could require more time, and, for this reason, we kindly ask you to be patient. 
      we suggest you to always select an address where there is a person able to collect the delivery. if you prefer to receive your order at the workplace or concierge, please indicate the name of the reference person.
      if you cannot be available for the delivery, the courier will leave a notice of passage with all the instructions to collect the goods, or they will perform two new delivery’s attempts. 
      please take into consideration that external reasons like mail or courier delays, logistics problems, severe weather conditions or the impossibility to reach the indicated address, can affect the delivery timeliness. 
      we remind you that it is not possible to modify the delivery address after the order’s shipping. 
      at the delivery, we invite you to check the number of packages corresponding to the one indicated on the delivery note and the integrity of the package.
      potential damages or mistakes, issues concerning the integrity or completeness of the products must be promptly communicated to our customer care by including the pictures of all the packaging sides and its content.  

      we need to know that the package is carefully treated and well received. if this does not happen for some unpredictable reasons, we kindly ask you to help us by sending pictures of the damaged package to our customer care customercare@forte-forte.com. in case of missing items, you can immediately contact our customer care customercare@forte-forte.com by specifying what are exactly the missing items and by sending some pictures of the received package – please pay attention to take a picture of all the box’s sides – to let us check properly.

      our couriers always take care of your orders so that you can receive them complete and on time, but we cannot exclude that some exceptions happen. 
      in case of problems concerning your delivery address, please directly contact the courier to ask explanations.  
      if the courier needs our support, we kindly ask you to put in touch with our customer care within and not after 14 days since the shipping.  

      the orders are delivery duty paid: this means that all the applicable taxes and fees are included in the final price and there are no other adding costs for the delivery. if the courier asks you to pay for the order’s delivery, please contact our customer care at the following e-mail address customercare@forte-forte.com  




      returns and change size


      it is possible to return an order within 14 days since the delivery date. we ask you to assure that all the items are in the same condition you receive them and with the original packaging, included the warranty seal, the packaging material and potential documents, and labels. 
      we remind you that the item must be kept or used only for the time necessary to check size and model, and it must not appear worn, with stains or tears.
      if you have completed the order from your account, you could request the return directly from your private area in the “orders” section.
      if you do not have an account, you can view your order and open a return request at the following link
      as soon as your return will be delivered to our warehouse, the control department will verify it properly. in case everything is ok, we will send you a confirmation email.

      the return is free for italy and all the european countries. it will be charged to the final client if the order is performed outside european union.

      we recommend you to immediately contact our customer care by e-mail customercare@forte-forte.com, or by phone +39 041 8380020, or by whatsapp at +39 041 9690128 by indicating what happened.
      please remember that order number and some pictures of the defective product will be required to clearly see the defect.
      in case of wrong product, pictures of labels and barcode will also be necessary.

      unfortunately, not, it is not possible to return an online-purchased product at a shop. 

      once the item returns to the warehouse, the money back will be released in the next 14 days on the same payment method used for the purchase. our customer care will accurately inform you about the item’s reception and the quality checks. 

      yes, sure. it can happen to order the wrong size, and it is only necessary to make a return request.

      we are sorry but the change is possible only among same articles of different sizes, but you could change model or colour.

      the first step is to request a return by specifying it is a size change. the change depends on the availability of the requested size of the same item. after this check, we will confirm the return and send you a confirmation e-mail with the new order of the right size. once the return comes back to the warehouse, we will send you a confirmation e-mail and, as soon as available, an e-mail concerning the performed shipping with the new order’s tracking number.  

      yes, you can change or return the size of an item purchased on our online shop. please remember only that it is possible exclusively within 14 days since the order delivery date. to return the product, we will ask you the order number and the potential money back will be performed on the same payment method used during the purchase.

      no worries for that, if you have accidentally cancelled the e-mail we sent you after the authorization with the attached label, you can contact our customer care at customercare@forte-forte.com who will instantly sends you a new label

      we are sorry, but the return can be managed only on the same payment method you used during the purchase. 

      the shipping costs can be reimbursed only if you decide to return the whole order. in case of partial return, the shipping costs are charged to the client. 

      yes, sure. it is possible to return an item within 14 days since the delivery date.
      we remind you to check the products are in the same conditions you received: they will be kept in the original packaging with the seal, the packaging materials, and the potential documents like labels.
      we would like to remind you that the item must be kept and used for the necessary time to check the size and the model, and it must not show any signs of use, tears, or spots. 
      if everything is ok, there are two possibilities of return: if you have completed the purchase from your account, you can request the return directly from your personal area in the “orders” section; if you do not have an account, you can view your order and open a return request at the following link.
      as soon as your return comes to our warehouse, the customer care colleagues will check the items and then they will proceed with a confirmation e-mail.  

      open a return’s request if you are a guest user: 
      the first step is to access to the return form and fill it in by indicating the order number (please not insert # or blank spaces), your invoicing surname and your e-mail address. 
      in the end, please complete the form with the indications of the items you want to return by selecting among the “money back” or “size change” opportunities.

      open the return request if you have an account or made the order as registered user: 
      in this case, you must access to your account in the “my orders” section. here you can view your to-be-returned order. please click on “request a return” and then proceed by completing the form with the accurate instructions about the to-be-returned items and what is the reason. in the end, choose if you want to proceed with the “money back” or “size change”.

      after the return’s confirmation, you will receive an e-mail with an associate rma number: in attachment you will find the label to put on your package and the return list. we remind you that if you ship from an extra-european country, you will find also the proforma invoice in attachment. 

      please print the return list and put it inside the package: the document will help us to identify the return and make the money back quicker. 
      please print the already-filled in return label and put it on the package by paying attention not to cover or remove other potential labels on the package.
      schedule the return directly at home by contacting the courier or give your package to a service point near you. all the contact details are available on the courier’s website. 
      we remind you that you can request the free return for every order only once. if you decide to receive another item withing 14 days, the return’s shipping will be charged on you. 
      in case of further return’s requests for the same order, you can decide to return by using our label at a cost of 7.00 euro – which will be deducted from the final money back – or to re-send independently by using your favourite courier.    

      if you select this last option, the products must be sent to the following address:  

      filoblu c/o snatt logistica 
      via giuseppe di vittorio, 21  
      20049 caleppio (mi)  
      tel: 02 9530 7270  
       

      * in compliance with the customs regulations, the shipping of goods or documents outside europe must be declared. this means that the goods must be shipped with a proforma invoice. if you return an item from a non-european country, please print the proforma invoice we sent you by e-mail and which must be attached on the outside part of the box – please do not put it into the box. this will help us to make the customs clearance of your return quicker. we kindly ask you to communicate the return’s tracking by sending an e-mail to our customer care, if you make a shipping from a non-european country.  

      after the verifications on the returned item by the quality check department, we will send you a confirmation e-mail and we will proceed with the money back within 14 days since the reception of the goods. we will use the same payment method selected for the order confirmation. we would like to remind you the money back timing can depend on the procedures of the single bank.  

      as soon as the return of your item will reach our warehouse, we immediately check the product status. once having checked that everything is ok, we will send you an e-mail of return confirmation and proceed with the shipping of the new size. 

      beside the right of withdrawal, you have the right of receiving a suitable product or what is defined by law as “a product in compliance with what agreed”.
      respecting the promise of high-quality cloths and accessories is essential for us. for this reason, if you receive a defective item or not corresponding to what you ordered, we invite you to contact our customer care. it would be important to provide with all the information such as the order number and the pictures of the labels of the received item. 
      before proceeding with the product return, we ask you to wait for our customer care’s confirmation who will give you all the instructions for the shipping management. in case of defective and not in compliance product, the return expenses will be charged on us. 




      account and newsletter


      subscribe to forte_forte’s newsletter to be always updated, preview the news, and not miss the promotions! to enter our community, please access to the dedicated section on our homepage and insert the requested data.

      we are sorry you want to cancel your subscription, but if you desire to do it, you can directly proceed from the last received newsletter: at the bottom of it, you will find the dedicated section. in case of difficulties or doubts, you can contact the customer care. 

      if you choose to register your own forte_forte’s account, it means to create a unique digital space where you can record and manage independently all your personal information concerning your purchases: the shipping’s details, the orders’ history, the returns’ tracking, and management. to create an account is easy: you only need to click on the dedicated icon right at the top and insert the requested data.

      no worries for it, it is extremely easy: during the password’s insertion phase, you can click on “forgotten password,” and you will automatically receive an e-mail including a link to create a new password.




      boutique


      we suggest you contact the shop where you bought the item. our team will be glad to help you, or you can contact our customer care at customercare@forte-forte.com who will manage your request and put you in contact with the shop where you purchased the item.

      to the following link you can find the nearest forte_forte shop. you can schedule a date with our team, who will be glad to welcome you at the shop. 

      we recommend you to directly contact the shop, our team will be glad to help you. please search for the nearest shop at the following link

      to know the return/substitution policies of an item purchased into a shop, we suggest you to directly contact the shop where you performed the purchase. you can find the shop’s data at the following link




      product


      inside every item’s page, you can find the size guide where there are the sizes in centimetres. before choosing, please remember that our clothes have a soft and comfortable fit.  

      we suggest you subscribe to our alert “back to stock”: choose the size and the colour you prefer, insert your e-mail address and you will be immediately noticed if your favourite item returns available. you can also send your request to our customer care to verify if the item you are searching for is available at one of our shops. 

      we kindly recommend you follow the instructions indicated on the label of the purchased item. you can find them also on the product page at the section “material and care”. 

      you can verify the composition of the product you like on every product page at the section “material and care”.