frequently asked questions

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 by e-mail customercare@forte-forte.com, or by whatsapp at +39 0445048200. our customer care colleagues will help you and confirm if you can proceed with the order cancellation or money-back. 

to use your promo code, add the items to your cart and go to checkout. at this point, you will find a dedicated space where you can enter your promo code. please note that promo codes cannot be combined with other ongoing promotions.

it is not possible to add a promo code after finalizing the order. if the order is still being processed, you can request for it to be canceled and create a new order.

it is not possible to request gift wrapping. in any case, please remember that all our orders are prepared with care and are shipped in a havana-colored cardboard box with the forte_forte logo printed on the inside.
the items inside the box are wrapped in tissue paper and have a sticker with our logo. if you purchase small accessories, these will be inside a small white box with the forte_forte logo.

unfortunately, the in-store pickup option is not currently active. if you wish to place an order directly in store, please contact the team at the boutique nearest you. our colleagues will be happy to schedule an appointment and help you complete your purchase.

it is not possible to make tax-free purchases at our official online store.
for purchases made in italy, the vat amount is included in the final price and is shown at checkout. for all other destinations, however, italian vat is not included in the price of the items.

our delivery service is available in the countries listed below. if you would like your purchase to be delivered to a location different from the one you are currently in, you will need to change the country selected in the dedicated menu at the bottom left of each page before placing your order.
italy - excluding livigno and campione d'italia
san marino
austria
belgium
bulgaria
croatia
denmark
estonia
finland - excluding the åland islands
france
germany
greece
ireland
latvia
lithuania
luxembourg
monaco
norway
netherlands
poland
portugal
czech republic
romania
slovakia
slovenia
spain
sweden
hungary
united kingdom
switzerland
canada
united states
australia
brazil
china
india
kazakhstan
kuwait
oman
qatar
singapore
taiwan
south korea
united arab emirates
japan

once your order has been handed over to the courier, you will receive a whatsapp message and a confirmation email containing all the details, including a tracking number which you can use to monitor your shipment on the courier's website.
alternatively, by accessing your reserved area or tracking the order from our website , you can see the order status update and shipping details, such as the tracking number and courier reference.

the logistics department usually prepares your order for shipment within 1-2 business days after purchase.
the timing may vary depending on the daily volume of orders.

when the package is handed over to the courier, you will receive a whatsapp message and an email with the tracking link so you can monitor the progress of the shipment.
it is estimated that it will take about 2-4 business days for the courier to deliver the package to the address you provided. please note that external factors such as postal or courier delays, logistical problems, adverse weather conditions, or the inability to access the address provided may affect delivery times.
the courier makes deliveries on business days (excluding saturdays, sundays, and local or national holidays) from 9:00 am to 6:00 pm.
once the order is placed, you can change the address when tracking is activated by contacting the courier directly or via the on demand delivery whatsapp message that you’ll receive.

all shipments are made by the courier dhl. once your order has been shipped, you will receive an email and a whatsapp message containing your tracking number, which you can use to track your shipment directly on the courier's website and, if necessary, change the delivery date and location.

once the order has been placed, if your package has not yet been assigned to the courier, we can change the address, however, if it has already been assigned and tracking has been activated, you can change the address yourself before delivery through the on demand delivery whatsapp message that dhl express will send to your phone number.

for each country, there is a minimum spending threshold to qualify for free shipping. this information is visible in the mini banner at the top of our homepage and may vary depending on current promotions.
to find out the cost of any shipping charges, you can simulate an order on our official online store by entering the correct delivery address. the amount of the shipping costs, if any, will be visible in the cart or on the checkout page.
express delivery in italy:
free shipping for orders of €500,00 or more,
€10,00 for orders below this amount.
express delivery to france:
free shipping for orders of €500,00 or more,
€15,00 for orders below this amount.
express delivery to the european union:
free shipping for orders of €600,00 or more,
€20,00 for orders below this amount.
express delivery to switzerland:
free shipping for orders of chf 800,00 or more,
chf 25,00 for orders below this amount.
express delivery to the united kingdom:
free shipping for orders of £750,00 or more,
£25,00 for orders below this amount
express delivery to the united states and canada:
free shipping for orders of $1100,00 or more,
$40,00 for orders below this amount
express delivery to japan:
free shipping for orders of ¥135000 or more,
¥ 8500 for orders below this amount
express delivery to south korea:
free shipping for orders of ₩ 850000 or more,
₩ 8500 for orders below this amount
express delivery to the united arab emirates:
free shipping for orders of aed 2350 or more,
aed 200 for orders below this amount
international express delivery to the rest of the world:
free shipping for orders of $950,00 or more,
$40,00 for orders below this amount

our couriers do their best to ensure that you receive your order on time and, most importantly, intact. despite our best efforts, we cannot completely rule out the possibility that exceptions may occur.
if the tracking number shows a problem with the delivery of your package related to the shipping address, you can contact the courier directly for further information.

in the event of non-delivery, a second delivery is automatically rescheduled for the next business day. if the recipient is still absent, the shipment may be returned to our warehouse. we therefore ask you to keep an eye on the shipping link and to contact the courier or our customer service team if it is necessary to reschedule the deliver

upon delivery, the customer must verify that the number of packages corresponds to what is indicated on the shipping document and that the packaging is intact.
if there is any damage visible on the outside of the package, accept it with a specific reservation for damaged goods, any discrepancies, or problems concerning the integrity or completeness of the products, must be promptly reported to our customer care department by sending photographs documenting the issue, including photos of all sides of the package and of its contents, including the tags and the warranty seal.

since december 28, 2020, online payments have been even more protected thanks to the new european psd2 legislation, which introduces new authentication rules.
from now on, when you place an order using a card payment, your bank may ask you to confirm your identity using 3d secure authentication.
there are many ways to authenticate online payments, and you may be asked to confirm your identity via text message, email, or touch id.
we recommend that you contact your bank to make sure they have your correct contact details in case you are asked to use sms or email for 3d secure authentication.
if you have any questions, please contact our customer care team.

you can choose from the following payment methods:
credit card, amex, paypal, klarna, and google pay.
you can find more information about payment methods in the orders and shipping section

if the authorization was unsuccessful, please clear your browser history (cache and cookies) and try making a new purchase. ii the problem persists, contact our customer care team.

there are currently no gift cards that can be purchased or spent at our official online store.

you can enter a preferred payment method in your account and use it for your future purchases. to do this, log in to your account and go to the "payments" section.

if the order has been confirmed but has not yet been shipped, there may be a slight delay in processing. please contact our customer service team to request updates, or log in to your account, if you purchased as a registered user, to track the progress of your order.

in the event of a pre-shipment cancellation, the refund is issued within 4 days immediately after the cancellation is confirmed, to the same payment method selected during checkout.
the time it takes for the credit to appear may vary depending on the payment method used or the bank.
if you experience any delays, please contact our customer service team for more information about the status of your refund.

you can monitor the status of your shipment with the tracking code that will be sent to you via whatsapp message and email when the package is shipped. as for any shipping costs, please note that they are displayed at checkout when you finalize your order.
here is some additional information about our procedure and a few tips. orders are processed from the warehouse within 1 or 2 business days from the date the order is received. please note that for certain items available in limited quantities, delivery of your order may require a few additional business days, however, our customer care team will keep you informed of the shipping timeline at all times. there are periods, such as sales, black friday, or holidays, when shipments may take longer: we appreciate your patience.
we suggest that you always choose an address where someone can collect the package. if you prefer to receive your order at the office or at the reception desk, please also indicate the name of the contact person.
ii you are not present at the time of delivery, the courier will try to make two new delivery attempts.
please note that external factors such as postal or courier delays, logistical problems, adverse weather conditions, or the inability to access the address provided may affect delivery times.
please remember that you can change the delivery address by clicking on the link in the whatsapp message you received. upon delivery, please check that the number of packages corresponds to what is indicated on the shipping document and that the packaging is intact.
any damage or discrepancies, or problems with the integrity or completeness of the products, must be promptly reported to the courier, accepting the package with specific reservation for damaged goods, and to our customer care team, including photos of all sides of the package, the package label and its contents.

we want to ensure that your package is treated with care and delivered to you intact. if, due to some unforeseen event, this does not happen, accept the package with the specific reservation for damaged goods, and please help us by sending photos of the damaged package to our customer care at customercare@forte-forte.com. in the event of missing items, you can immediately contact our customer care at customercare@forte-forte.com, briefly specifying exactly which items are affected and also sending some photos of the package received (taking care to photograph all sides of the box and the label showing the shipping address) so that we can carry out precise checks.

our couriers always take care of your orders so that you receive them on time and intact, but we cannot rule out the possibility of exceptions. in the event that the tracking number shows a problem with the delivery of your package related to the shipping address, please contact the courier directly for clarification. in the event that the courier needs our assistance, as the sender of the delivery, please contact our customer care as soon as possible and no later than 14 days after the package was shipped. 

orders are shipped with ddp (delivery duty paid). this means that all applicable taxes and duties are included in the final purchase price and that there are no additional costs for delivery. if the courier asks you to pay for the delivery of the order, please contact our customer service team at the following email address: customercare@forte-forte.com

you can return a product within 14 days from the delivery date. the goods must be returned intact, complete with all their parts, and in the original packaging (including the warranty seal, packaging materials, and any documentation, labels, tags, etc.). your item must be kept or used only for the time strictly necessary to establish and verify its nature, characteristics, and size, and must not show signs of wear, tears, or marks.

if you completed the order from your account, you can request a return directly from your reserved area. "orders" section.
if you don’t have an account, you can view your order and open a return request at the following [link]

as soon as your return is delivered to our warehouse, the quality control department will carry out the appropriate checks. if the outcome is positive, we will send you a confirmation email.

returns are free for italy and for all countries belonging to the european union. if you live in a country outside the european union, contact our customer service team at the following email address to initiate the return.

to submit your return request due to a defect, please contact our customer service team promptly via email [email] or via whatsapp at [whatsapp number], indicating what happened.
you will be asked for the order number and some photos of the product, where the defect is clearly visible, of the warranty seal, and photos of the labels/barcodes.
in the event of an incorrect item, you will be asked for all the above information.

no, it is not possible to return a product purchased online to a store.

the refund will be issued to the same payment method used to make the purchase as soon as our warehouse has received and processed your return, within 14 days of your return being received at our warehouse.

yes, you can request a return for a size change.

no, exchanges are only possible between identical items in different sizes, therefore, you will not be able to change the model or color.

when opening the return request, you can choose whether to request a return for a refund or for a size exchange.
the option of a size exchange is subject to the actual availability of additional sizes for the product ordered.
when the return is authorized, you will also receive an order confirmation email for your new size exchange order.
when your return has been received at our warehouse, you will receive a confirmation email acknowledging receipt of the package and, as soon as it becomes available, a shipping confirmation email with the tracking number for your replacement order.

it is possible to return or exchange the size of a product received only if it was purchased in the official online store, and only within 14 days from the date of delivery of the order.
you will need to know the order number, and any refund can only be made to the same payment method used at the time of purchase.

in the event of a return, this can only be made to the same payment method used at the time of purchase.

the shipping costs, where applicable, will be reimbursed only if the entire order is returned.
in the case of a partial return, the shipping costs will be borne by the end customer.

of course, you can return a garment within 14 days from the delivery date. please remember to check that the products are in the same condition in which you received them. they must also be kept in their original packaging, which includes the warranty seal, packaging materials, and any documentation, labels, and tags. please note that the item must be kept and used for the time necessary to evaluate the size and model, and must not show signs of use, tears, or marks. if everything is in order, there are two options for requesting a return. if you completed the purchase from your account, you can request the return directly from your reserved area in the "orders" section. if you don’t have an account, you can view your order and open a return request at the following link. as soon as your return arrives at our warehouse, our colleagues in the quality control department will check the garments and then send a confirmation email. 

open the return request if you are an unregistered user (guest):

the first thing to do is to go to the return form and fill it out, indicating the order number (do not enter # or blank spaces), your billing last name, and your email address. finally, complete the form with the details of the items to be returned, choosing between the options of "refund" or "size exchange".


open the return request if you have an account and placed the order as a registered user:

in this case, you will need to log in to your account in the "my orders" section. here you can view the order to be returned. at this point, click on "request a return" and then fill out the form with precise information about which items are to be returned and the reason for the return. finally, choose whether you want to proceed with a "refund" or a "size exchange".

go to the following link and enter the email address you used to place the order and your order number. once the return has been confirmed, you will receive an email with the associated rma number and the following return link to activate the procedure. enter all your details and choose whether you prefer pickup or taking the shipment to a dhl collection center. please remember that you can return the item within 14 days from the date of receipt of the order. if you are shipping outside the european union, please send us an email before activating the return procedure, and we will provide you with the necessary instructions.

* in accordance with customs regulations, the shipment of goods or documents outside the eu is subject to declaration. this means that the goods must be accompanied by a pro forma invoice. if you return an item from a non-eu country, please print the proforma invoice that we will send you via email and attach it to the outside of the box (we ask that you never put it inside the box). this will help us speed up the customs clearance process for your return. please also provide the return tracking number by sending an email to our customer care if you are returning an item from a non-eu country.

after the quality control team has carried out the necessary checks on the returned item, we will send you a confirmation email and proceed with the refund within 14 days of receiving the goods. we will use the same payment method chosen for the order confirmation. please remember that the refund time may also depend on the procedures of individual credit institutions.

as soon as your returned garment arrives back in our warehouse, we will check the condition of the product. once we have verified that everything is in order, we will send you an email confirming the return and proceed with shipping the garment in the new size.

subscribe to the forte_forte newsletter to stay up to date, be the first to find out about new products, and not miss out on promotions! signing up is very easy: just go to the dedicated section on our homepage at the bottom left or in the pop-up that appears when you visit the website and enter the required information.

if you wish to cancel your subscription, you can do so directly from the last newsletter you received. you will find the dedicated section at the bottom (click unsubscribe). if you have any issues or questions, please don't hesitate to contact customer service.

registering a personal account allows you to store your shipping details, view your order history, track an order, and register a return on your own.
creating an account is very easy: simply click on the dedicated icon at the top right and enter the required data.

to access your account, you will have to enter your email address and then you will receive a 6-digit code (otp) to access your reserved area. there is no password to access your account.

as a first step, we recommend contacting the boutique where you purchased the garment. alternatively, you can contact our customer service team. we will be happy to take your report and put you in touch with the team at the store where you made the purchase.

to find the forte_forte boutique closest to you, click here [link store locator].
if you would like to make an appointment, please contact the boutique directly. our team will be happy to assist you and make an appointment at the store.

if you would like to check availability in a boutique, you can contact our store team directly.
our colleagues will be happy to schedule an appointment and help you choose the forte_forte product that is best for you.
please visit the following link to find the boutique nearest you.

to find out about the return/exchange policies for an item purchased in a boutique, please contact the team of the store where the purchase was made directly.
our colleagues will be happy to assist you with your request.
please visit the following link [store locator link] to find the contact details of the specific boutique.

you can find the size guide on the page dedicated to each item. to the right of the photo, you can see the available sizes and the size guide, where the corresponding measurements are indicated in cm. please note that the fit of our products tends to be comfortable and relaxed. if you have chosen the wrong size, please remember that returns are free.

if a product is not available at the moment, you can sign up for our 'back in stock' notification service by entering your email address in the appropriate section that will appear when you select the size and color you are interested in.
you will receive an automatic email if the item becomes available again.
please feel free to send your request to our customer service team, who will be happy to check availability at one of our boutiques.

follow the detailed instructions on the label of the product you purchased, or on the product page in the 'composition and care' section.

you can find the composition of the desired garment on the product page, under 'composition and care'.