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Faq's

FAQ'S



How do I pay for my order?

We accept Visa, MasterCard, Visa, American Express, Visa Electron, Visa Delta. The card billing address must be registered one of our deliverable countries. Please note, we do not currently accept payments by cheque or by phone.

What currency can I pay with?

We only accept payments in Euros (€ EUR). The price for the item, which is inclusive of tax, will be shown on each product page.

Can I use PayPal?

You can also choose to pay with PayPal. To proceed with PayPal you will need to tick the box to accept the Terms and Conditions. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown and shipping address before clicking 'Pay Now'. Once this transaction is complete, you will then return to silvifort.store. Please be aware though order placed via PayPal cannot be refunded or exchanged in any of our FORT STORE stores. Click here for further information on PayPal returns.

Can I have a different billing address to my delivery address?

The billing and shipping address can be different however both addresses must be from the same deliverable country. To see which countries we deliver to please Click here. Unfortunately, for security reasons we cannot currently accept orders with a card registered to a billing address outside one of our deliverable countries. Should you be unsure of your billing address, we would advise you to check this with your card issuer before attempting to place your order.

What information do you require?

To make a purchase you will need to enter the long debit/credit card number, expiry date, start date (some payment methods only), CVV number (security number) and the cardholder name (exactly as its shown on the card).

What is a CVV number?

The CVV number is the 3 digit number printed on the signature strip on the back of your card. If you have an American Express card this can be found at the front.

What security checks are in place to make sure my purchase is valid?

What security checks are in place to make sure my purchase is valid? All credit/debit cards are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not authorise payment, FORT STORE will decline your order. If your order is declined, we would advise you to contact your card issuer.

How do you keep my personal information secure?

To help ensure that your shopping experience is safe, simple and secure FORT STORE uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you share with us when making a purchase. If SSL is enabled then you will notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode. Should you wish to review our privacy policy, please clickhere.

How safe is shopping on www.silvifort.store?

All transactions on this website are processed using Pay.On, a secure online payment gateway that encrypts your card details in a secure host environment.

I've used the wrong credit card for my order. Can I change my payment method?

Unfortunately not, once your order has been placed we are unable to change your payment method.

Why has my payment been refused?

Unfortunately we do not always know why your card has been declined. Please ensure that your card details are entered exactly as they appear on the payment card, including your name, and that your card number is entered without any spaces. The CVV number, the last three digits on the signature strip on the reverse of the card, will need to be entered also. If all of the above was entered correctly, please contact your card issuer for further details as to why your card was declined.

Why has my payment been refused?

Unfortunately we do not always know why your card has been declined. Please ensure that your card details are entered exactly as they appear on the payment card, including your name, and that your card number is entered without any spaces. The CVV number, the last three digits on the signature strip on the reverse of the card, will need to be entered also. If all of the above was entered correctly, please contact your card issuer for further details as to why your card was declined.

When will I be charged for my order?

You'll be charged for your order when it is dispatched. Any transaction that appears on your bank statement prior to this is only a payment authorisation. If you order is not fulfilled for some reason, this authorisation will lapse and the funds will be released in to your account. Please note that if you chose to pay via PayPal, you may notice a pending payment on your account prior to dispatch. This is only the payment authorisation. If you order is not fulfilled, this authorisation will lapse and the funds will be released.


How do I place my order?

1. Use the WOMEN, MENS, KIDS and BABY links at the top of the page to help you find what you are looking for. You can also shop by entering keywords into the search tool bar at the top of the page.
2. Once you have found an item you wish to purchase, select the colour, size, including leg length on trousers, and quantity then click on the 'ADD TO CART' button underneath each item.
3. Review the items in your shopping bag by clicking the 'SHOPPING CART' icon at the top right-hand side of the page.
4. Once you are in you shopping bag you can edit the items from your shopping bag. If you are not quite ready, you also have the option to save the items to your wishlist.
5. If you are happy with the items in your shopping bag, click the checkbox to agree to the terms and conditions. Then click the on 'PROCEED TO CHECKOUT' to complete your order.

Do I need to set up an account to place an order?

You can shop at FORT STORE without creating an account. Once you have clicked the PROCEED TO CHECKOUT button, select continue via the CHECKOUT AS GUEST button. However, we would advise you to register with us as you'll be able to enjoy the following benefits: 1.Track your orders
2. Review your order history
3. Add items you love to your Wish List
4. Add multiple address' so you can shop even quicker next time

Can I make changes to my order?

We start to process your order as soon as we receive it, so you cannot make any changes to it once it is placed. If you change your mind after you have placed your order, you may return any goods to us for a full refund.

How do I place my order?

1. Use the WOMEN, MENS, KIDS and BABY links at the top of the page to help you find what you are looking for. You can also shop by entering keywords into the search tool bar at the top of the page.
2. Once you have found an item you wish to purchase, select the colour, size, including leg length on trousers, and quantity then click on the 'ADD TO CART' button underneath each item.
3. Review the items in your shopping bag by clicking the 'SHOPPING CART' icon at the top right-hand side of the page.
4. Once you are in you shopping bag you can edit the items from your shopping bag. If you are not quite ready, you also have the option to save the items to your wishlist.
5. If you are happy with the items in your shopping bag, click the checkbox to agree to the terms and conditions. Then click the on 'PROCEED TO CHECKOUT' to complete your order.

Do I need to set up an account to place an order?

You can shop at FORT STORE without creating an account. Once you have clicked the PROCEED TO CHECKOUT button, select continue via the CHECKOUT AS GUEST button. However, we would advise you to register with us as you'll be able to enjoy the following benefits:
1.Track your orders
2. Review your order history
3. Add items you love to your Wish List
4. Add multiple address' so you can shop even quicker next time

Can I make changes to my order?

We start to process your order as soon as we receive it, so you cannot make any changes to it once it is placed. If you change your mind after you have placed your order, you may return any goods to us for a full refund.

Can I cancel my order?

Unfortunately you cannot cancel your order. If you change your mind after you have placed your order, you may return any goods to us for a refund. We will refund the price paid for the goods, to the original payment method used.

What happens if I notice that my personal details are incorrect after I have placed my order?

If you realise your personal details are incorrect once you have completed the ordering process, please contact us. Please be aware that all of our e-mails are conducted in English. We cannot guarantee that we will be able to rectify the issue; however, we can assure you that we will do all we can to assist.

What happens if an item on my order is not available?

Oh no, it seems like you have just missed out on an amazing item! Not to worry, you have not been charged for this item and will receive a notification letting you know that the item was not available. We only ever charge you for the items that are shipped in your order. Once you receive your parcel, you will also notice the item is not on your invoice. Want to know when the item will be available? On the item page, choose the size you want and hit "email me when available". We will let you know when the item is back so you don't miss out again!

How do I know if you have received my order?

When you place an order you will receive an e-mail from us acknowledging your order, which will contain your order number. This information will also be available on your FORT STORE account if you have registered with us. Please note that this email is only to acknowledge that your order has been received and is not confirmation that your order has been processed.

My order cannot be processed

Here are a few points to consider before attempting to place your order again:
1. Our website is most compatible with Google Chrome or Mozilla Firefox
2. There are issues surrounding the use of Microsoft packages on Macs, as Apple has stopped supporting Internet Explorer since the introduction of Safari. The website is not supported by Internet Explorer on a Mac. If this applies to you, upgrades to Safari or Firefox on the Mac will be needed.
3. Before attempting to place the order again, try deleting your cookies/caches on your device. If you still cannot place your order, please do contact us. So we can assist you efficiently, please do provide us with the following:
1. Date/time you attempted to place the order
2. a screenshot or note down the error message you are receiving
3. The browser you are using
4. The device you are attempting to place the order from

My order was cancelled but I think I have been charged

When you place an order, an authorisation hold is put on your credit card for the value of your order. This secures the funds but does not take the funds as these are not taken until your order is dispatched. If your order is cancelled for any reason, FORT STORE will send an authorisation reversal to your bank. The exact amount of time until the hold is removed from your account is determined by your bank or credit card company, so the time frame may vary. Should payment not be released with 60 days (from when the transaction took place), please do contact the bank or credit card company.


What are FORT STORE promotion codes?

FORT STORE promotion codes are codes which can be applied to your order to receive a discount. Discounts available can range from free shipping to money off your order. The delivery charge is not included in the total order value when a minimum purchase value is required to receive the discount.

Where can I get a promotion code?

FORT STORE promotion codes can be found In our newsletters and homepages. Subscribe to our newsletter today for communication on all of our offers. Promotion codes may also be found in the fashion press and in conjunction with our affiliates. Please refer to the terms and conditions of each offer as they will vary.

Voucher codes found on 3rd party websites are not always endorsed by FORT STORE and are outside of our control. This may result in the offer being invalid or expired. We will not authorise discounts under these circumstances.

How do I add a promotion code to my order?

Your promotion code needs to be entered on the SHOPPING CART page of the checkout before proceeding to pay. Once you have entered your code click APPLY.

Once the code has been applied to the order, you'll see the promotion code and the subtotal of your order change to reflect the offer.

Please note, we are unable to reimburse any discounts for failing to enter a code at checkout. Should you have a shipping promotion code, the code has to be entered here and the correct shipping method needs to be selected at the checkout.

Can I add a voucher code to my order once it's placed?

As stated in our terms and conditions, if you fail to enter your discount code at the checkout we cannot apply it or reimburse the value of it once the order has been placed.

I entered my voucher code but it didn't work

If you find that your promotion code is not working then please do check the below:

1. Our discount/promo codes vary so do the terms and conditions of each, so make sure you check these when you receive any codes. Codes may only be valid for certain items, so will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website.
2. If its a shipping offer code, please do ensure you have selected the correct shipping method in the drop down menu of the SHOPPING CART page or DELIVERY page.
3. Some codes will only work for specific people or for specific countries. The terms and conditions will state if the code can only be used in a certain country. If you’ve received the code in an email from FORT STORE then the code may also be locked to that email address. Make sure you’re trying to use the code using your FORT STORE account that has the same email address as we sent the code to.
4. Our promotion codes are case sensitive so do enter them exactly as you have received it.
If your promotion code is still not working, after checking all of the above, then please contact us.

How do voucher codes affect my rights when returning my order?

If you decide to return goods form an order that had a voucher code applied, the amount refunded will be subject to the minimum spend of the voucher. This means that if the items returned bring the remaining total below the minimum spend of the voucher then the discounted amount will be deducted from the refund. Voucher codes and discount thresholds exclude postage and packaging. If the original order was returned and you would like to reorder another size, we cannot reissue a voucher code or deduct the discount from your order.

Do you offer promotion codes or discount codes for students?

Unfortunately we currently do not offer any student discounts.

How does multi-buy affect my refund if I return one of these items from my order?

If you decide to return one item which is part of a two or more item multi-buy, the amount refunded will be based upon the remaining cost from the total multi-buy. This means that the item kept will be treated as full price and the refund will be the remaining amount from the multi-buy. If the original item is returned and you would like to reorder another size, we cannot offer the same multi-buy price.

How do I enter a free shipping code?

To enter a free shipping code, please do follow the steps in entering a code here. Please note that the promotional shipping method must be selected in the checkout.

Failing to select the correct shipping method may result in you being charged for delivery. Please do check the terms and conditions for your code carefully before placing your order.


What methods of delivery do you offer and how much do they cost?

Please see the delivery options we offer below (including pricing and estimated delivery times):

Country Standard Delivery Express Delivery


Standard ChargeExpress Charge
Austria 3-5 working days 4.95 €1-2 working days 12.95 €
Belgium 3-5 working days 4.95 €1-2 working days 9.95 €
Bulgaria 3-5 working days 9.95 €1-2 working days 12.95 €
Croatia 3-5 working days 9.95 €1-2 working days 12.95 €
Czech Republic 3-5 working days 9.95 €1-2 working days 12.95 €
Estonia 3-5 working days 9.95 €1-2 working days 12.95 €
Finland 3-5 working days 9.95 €1-2 working days 12.95 €
Greece 3-5 working days 9.95 €1-2 working days 12.95 €
Hungary 3-5 working days 9.95 €1-2 working days 12.95 €
Ireland 3-5 working days 9.95 €1-2 working days 12.95 €
Lithuania 3-5 working days 9.95 €1-2 working days 12.95 €
Luxemburg 3-5 working days 5.95 €1-2 working days 9.95 €
Netherlands 3-5 working days 3.95 €1-2 working days 9.95 €
Poland 3-5 working days 3.95 €1-2 working days 12.95 €
Portugal 3-5 working days 9.95 €1-2 working days 12.95 €
Romania 3-5 working days 9.95 €1-2 working days 12.95 €
Serbia 3-5 working days 19.95 €1-2 working days 12.95 €
Sllovakia 3-5 working days 11.95 €1-2 working days 12.95 €

The estimated delivery time is subject to placing your order before 11am, Mon-Fri. Any orders placed outside this time will need to allow an extra working day for processing. This does include bank holidays. Please note this is only an indication as the delivery times will vary between countries. See the table above for details.

Do you deliver to my address?

We deliver to a number of countries in mainland Europe. Please click here to see a full list. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address, PO Box or a Packstation.

What happens if I am out when you try to deliver? We would always recommend you selecting a delivery method most convenient to you. If you are not available to accept delivery our carrier will leave a calling card (where possible) informing you of either when the next delivery attempt will be made or where your parcel has been left. As stated in our terms and conditions a signature is not required for delivery and our carrier has the right to deliver your parcel in a location (considered safe or a neighbour) or a collection point. If your parcel is delivered to a collection point, it will then be available for up 14 calendar days. After this time if your parcel is not collected or the carrier has been unable to deliver, your parcel will be returned back to us for a refund. This can take up to a further 15 working days.

How can I track my order?

We will email you your tracking link once your parcel has been shipped from our warehouse. Please note it may take up to 24 hours from receiving the dispatch email for the tracking link to become active.

You can also track your parcel from your FORT STORE account.

Do you ship to PO box addres or freight forwarding addresses?

Unfortunately we are unable to deliver to Post Office (PO) box addresses.

Is my package insured and do I need to sign for my order?

All your purchases are insured against theft and accidental damage whilst in transit from FORT STORE to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. Please do ensure you agree to the terms and conditions before placing your order.

 

Our chosen carrier has the right to deliver your parcel to a safe location (unexposed both to public view and the weather elements). Should your parcel be delivered to a safe location and you cannot locate it, please do contact us and we will be happy to help.

Can FORT STORE deliver to multiple addresses?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

What should I do if my order hasn’t been delivered yet?

 

The delivery time for your order is dependent on the delivery method chosen. Please see expected delivery times here.

Your order can be delivered at any time between 09:00-21:00 Monday to Friday. Should you have checked the above and your order still has not been delivered then please do contact us and we will be happy to help.

I will not be in for delivery, can I request that my parcel is left in a safe location or with a neighbour?

Of course you can, just contact us as soon as your parcel has been despatched. Please provide us with your order number and the location you would like your parcel delivered to. Please note, we cannot guarantee your update will be received by the driver before a delivery attempt is made. Please note FORT STORE cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

I have entered an incorrect address, what should I do?

Please contact us as soon as possible if you cannot receive your parcel at this address. Dependant on the delivery option chosen, we cannot guarantee that we will be able to interecept delivery before the first attempt is made.

What carrier service will my parcel be delivered by?

This is dependant on the delivery country. Please contact us before placing your order to find out what carrier will be delivering your parcel. We will need to know your delivery location and method you would like.

My chosen delivery address has business hours, can I request a delivery time-slot?

Yes, please do contact us as soon as you parcel has been dispatched. Please note, we cannot guarantee our carrier will receive your business hours before a delivery attempt is made.

We would always recommend choosing a delivery method suited to you. Please see here for other delivery methods.

I don’t understand my tracking, can you help?

Of course, please contact us and we will be happy to help resolve your query.

What time will my parcel arrive?

Our carrier delivers parcels between 09:00 - 21:00. Your parcel can be delivered at any point during these hours. Please note this is dependant on the drivers delivery route.
Customs and Duty Charges Products shipped outside the EU may be subject to charges imposed by local legislation. Therefore the recipient of the products is responsible for all customs and import duties needed for the export of their goods. Any additional taxes, fees, levies, or other charges necessary to clear package through customs will also be paid in full by the recipient. Unfortunately, we have no control over these charges and cannot predict what they may be. As a result we will be unable to advise or provide any assistance on these processes; we can only recommend you contact your local customs office for further information.


What is your returns policy?


Should you wish to review FORT STORE returns policy, please see this here.
If you are looking to return a faulty or incorrect item, please contact us so we can assist you in doing so.
To return your parcel click here.
Please take note of the following:
1. You can return your item for a refund within 30 days of receiving your order.
2. We do not currently offer exchanges. Once your parcel is sent back it will be refunded to the card used to place the order.
3. We'll refund you the price paid for your item at the time of purchase. This includes sale items.
4.We cannot accept any returns for inner/underwear which are not in their original packaging due to hygiene reasons.
5. If you wish to returns swimwear, please do ensure the plastic sticker is still attached. We will not be able to process your returns if this has been removed.
6. All items will be inspected upon return. If we deem your return as unsaleable, it will be returned back to you.
7. Items are your responsibility once delivered until the return reaches our warehouse. Please take good care of them!
8. Make sure your parcel is packed securely and cannot be damaged on its way back, its your responsibility to return the item in the same condition it was delivered to you in.
9. Where possible, the returned items should include original tags and packaging.
10. We strongly recommend you obtain proof of postage. Any returned lost items without a receipt will not be refunded.
11. The cost of returns is paid by the customer.
Extended Christmas returns policy
Our extended Christmas returns period runs from November 11th 2019 until January 12th 2020. Any online orders being returned by post must be posted by January 12th 2019. Store-bought items purchased within this period cannot be returned by post and must be returned to a FORT STORE UK store before the end of the Christmas returns period. Normal exclusions apply.
Returning your order
If you've changed your mind about keeping your items, please return it in its original condition with your returns note included and we will refund it. Please note, we are unable to offer exchanges for orders returned via post. It can take up to 15 working days from your returning the item(s) to receiving your refund.
Should you have placed your order via PayPal, you can only return your order via post. Orders of this kind cannot be refunded or exchanged in-store.

How do I return my FORT STORE EU order?

Need some help returning your item? No worries, see below for some simple instructions.
1. Fill out the returns section on the front of your returns note, matching the item number to the number given below the barcode of the product price tag.
2. Affix the returns label to your parcel, making sure you've removed the original address label if you are reusing your FORT STORE packaging. If you do not have your returns label, the returns address is:
FORT STORE
Albania, Tirane Njësia Administrative Nr.9
Rruga ''Muzakët'', Ndërtesa Nr.16, Hyrja 9
Apartamenti 3
3. Package your parcel securely with the delivery note inside.
4. Take the package to the Post Office. Please do ensure you receive a receipt as proof of postage, which you should retain until you receive your refund. Please note, FORT STORE do not offer free returns in this region.
On receipt of your returned items, the refund the amount you paid for the goods will be returned, excluding any delivery charge. If you cancel your contract within 14 calendar days from the day you receive the items, you will receive a refund for your original postage as well. You will receive an email confirming the refund has been processed and your card credited. Refunds may take up to 30 days to show in your account. Please note, this is dependent on your bank.

Can I make an exchange?


We are unable to process exchanges at this time. When you return your parcel back to our warehouse, your item will be procesed for an automatic return. Should you wish to have the item in another size or colour, a new order will have to be placed.

If I buy an item in store can I return it to you in the post?


Unfortunately not, please do return your item to your nearest FORT STORE store. Please note, item(s) purchased can only be returned in the same country. For example, items purchased in Belgium must be returned to a store in this region.
Is your item faulty? Please contact us and we will try our best to assist you further.
I no longer have my Tax Invoice/Returns Note
If you no longer have your Tax Invoice or Returns Note, please log into your FORT STORE account and print out details of your order history. Please do ensure you indicate which items have been returned. Alternatively, please contact us for a replacement copy.
Failure to include a returns note or order history will result in a delay in processing your return or we may not be able to process it at all.

When do I get my refund once I have returned an item?


It can take up to 15 working days from you returning the item(s) to receiving your refund. An automatic email will be sent to you confirming your refund once it is received and processed. If you have not received this notification, your return has not reached us.
Cancellation rights
Your rights under the returns policy are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000.
If you wish, please get in touch with our Customer service team by visiting our contact us page or completing the cancellation form. Selecting the option ‘I wish to cancel my contract’ before the end of the statutory cancellation period (14 calendar days from the day after you receive the goods), along with a copy of your returns receipt / returns tracking number. You must then return the goods along with the returns form as above before the end of the statutory cancellation period (14 days).
These terms and conditions do not affect your statutory rights. For further information on this please see the terms and conditions and returns policy.

Will I be refunded the full value of my order?


Your refund will be issued to the original payment method used to place the order. Shipping costs are not refunded unless your items are faulty, or your order is cancelled under the distance selling laws. Please see cancellation rights section for further information.
Should you have used a discount code with a threshold value and the returned items make the remaining order value fall below this threshold; the amount refunded will be minus the value of the discount code.

Can I return more than one order in the same parcel?


Yes, as long as both orders are still within the returns period and both returns notes are included in the parcel.

Can I return my PayPal order in-store?


Unfortunately we cannot process a refund/exchange in-store. Should you wish to return your order placed via PayPal, please return this back to our warehouse where a refund will be issued to your PayPal account. Once we have processed your return you should see your refund in a matter of hours.

I'm missing an item in my order, what should I do?

We may have sent your items in separate parcels. Please check your shipment confirmation email and click on the tracking link provided.
If your order has been sent in two separate parcels you will see two separate tracking numbers on your tracking. You can click this and see the full tracking details for each parcel.
If an item is missing, please contact us with the order number and the missing items SKU (this can be found on the tax invoice, product code starting 20000). We will resolve the issue as quickly as we can.

I have received an incorrect item, what should I do?

We want to resolve this as quickly as possible. Please contact us with order number, the SKU (this can be found on the paper label under the barcode, product code starting 20000) of the item you have been sent and the SKU (20000, on the tax invoice) of the item you should have received.
Subject to stock availability we will try to send you the correct item. Should we no longer have the stock, we will process a refund to the card used to place the order.

My item is faulty, what should I do ?

As soon as you discover a fault with your item, please get in contact with us.
So we can assist you efficiently, please do provide us with the following:
1. Order number.
2. The faulty item code (beginning 2000)
3. An image of the fault.
4. Any other information e.g has and how it's been washed/dried.

Can I get a refund if the price has changed since I ordered it?

Our prices can change at any time. As this is the case we are unable to refund you the difference.

The item number on my tax invoice is different from the website, is this correct?

Yes, but don’t worry. The item code on the website is 6 digits long but the item code on the tax invoice (also known as the "SKU") has 13 digits and begins 2000xxxxxxx. The "SKU" is unique to the colour and size combination of your item. You will need this when querying or returning something.

How do I register an account?

Welcome to FORT STORE!
Simply click the LOGIN / SIGN-UP button at the top of any FORT STORE page. Please do ensure you have filled out the form correctly, paying particular attention to those fields marked with an asterix (*). Take note of the email address used to register with us and your password. Then hit the "APPLY" button.
We would highly recommend that you fill out all your details when registering an account.
You are now on your way to a better future! How about starting with new arrivals.
I am having problems registering an account Here are some things to consider when registering an account:
1. Address: If your address is long we would kindly ask you to use both address fields to complete your full address. Should you enter a work address, please ensure to include the company name.
2. Post code: Entering spaces and/or symbols may result in an error. Please enter your post code without spaces or symbols.
3. Phone number: Entering spaces may result in an error. Please enter your phone number without spaces.
4. Password: - Your password must be between 8 to 20 characters in length.
- Your password must contain a combination of letters and numbers, symbols are excluded. [ex.] u1n2i3q0.
If you still encounter errors while completing the registration form, please contact us and provided us with the following:
- Date/time you tried to register. - A screenshot of the registration form (showing your address and any error messages). - Email address you would like to register with.
If I need to change my address or other details, what do I have to do? If you need to edit your address, simply log into your account and go to the "ADDRESS BOOK" section of your account. Click the "EDIT" button to amend your address.
If you need to edit your profile details, you will need to log into your account. Then go to the "PROFILE DETAILS" section in your account and make your changes. Here you are able to change your name, password and mobile number.
Once you are finished, hit the "APPLY" button.
Please note that you cannot change the email address on your account. Should you wish to register a new emails address, you will need to set up a new account.

I would like to add another address to my account, is this possible?

As a FORT STORE account holder you can add more than one address to your FORT STORE account.
To add another address, log into your account and go to the "ADDRESS BOOK" section of your account.
You can even make any address your default address allowing you to shop even faster!
I would like to close my FORT STORE account
Oh no! We are sorry to see you go. Remember your FORT STORE account is FREE and enables you to shop without having to enter your details each time. Also, we save your order history giving you access to items you have bought in the past.
If we still cannot tempt you to keep your account, please do contact us and we will be happy to close this for you. Please do provide us with the following:
Your Full name.
Your registered email address.
If you change your mind, you will have to set up your account again.
But if you just want a mini FORT STORE break, how about unsubscribing from our newsletter. Its simple, just fill out the unsubscribe field on our newsletter page.

I've forgotten my password, what should I do?

Not to worry, simply use the FORGOTTEN PASSWORD link on the SIGN IN page. You will be prompted to enter your email address used to register your FORT STORE account. Shortly after, a email will be sent with a link to reset your password. Please note, the link will expire in 30 minutes upon receipt.
For security reasons we are unable to send your old password via email.

How do I unsubscribe from the FORT STORE newsletter?

We are sorry to hear you no longer want to receive the latest news, updates and offers from us.
To unsubscribe, please use the link at the bottom of any promotional e-mail from FORT STORE, or use the unsubscribe field on our Newsletter page.
We appreciate all of our customers feedback so please do contact us and let us know why you have chosen to unsubscribe. We always want to find ways we can improve our service!
If you decide to change your mind, we hold no grudges and would love to be able to contact you again. Simply visit our newsletter page to register again.
Should you wish to review our privacy policy, please clickhere.
I'm am not receiving emails from FORT STORE
After you sign up and when you place an order, you should receive a variety of emails from us, which include FORT STORE newsletters, Order, Shipment, Return Confirmation emails and any responses from our Customer Care team. There may be a number of reasons why you're not getting these from us.
Your email software may be marking our emails as junk mail. Please do check your junk mail folder and add any of our FORT STORE email addresses to your email address book to ensure that our emails are not marked as spam.

Who do I contact if I am interested in working for FORT STORE?

We are glad you would like to become a part of our team!
For all the current opportunities available, please click here.

How can I find out what measurements FORT STORE sizes are?

We want to ensure you select the correct size suited to you so we have size guides available on most of our item pages. Simply click the size chart button on the page.

The clothing guide is the measurement of the item.
We also feature a detailed Body Measurements guide. This allows you to measure yourself and then select the measurements based on your results. We like to consider this more of a tailored guide provided for you to select the best fit possible.
Please note FORT STORE sizes will differ from market to market. For example, in Japan if you purchase a size 'S', you would need to purchase at 'XS' on our EU website. So if you have purchased from us before in another country, please do check the size guide before placing your order to ensure the correct size is chosen.

How do I contact FORT STORE?

We hope you are able to find the answer to your question here. However if you still need our help, please do contact us, we would love to hear from you.
Please contact us here or alternatively emails us at contactus@ml.FORT STORE.eu.

Can I contact FORT STORE by telephone?

Unfortunately, we do not currently have a customer services phone facility.
I am trying to get In contact with your press department
For all press enquiries please contact us here.

What is GDPR?

GDPR stands for General Data Protection Regulation. The scope of GDPR is extensive and introduces a number of new provisions which have material impacts on the way personal data might be collected and processed.

Why has FORT STORE updated its Privacy Policy?

FORT STORE is committed to protecting the information you accept to share with us.
To that effect, FORT STORE has updated its privacy policy in line with the requirements set out by the General Data Protection Regulation.

Why does GDPR apply to FORT STORE?

FORT STORE EUROPE LTD processes and holds personal data of EU residents in order to interact with them and to offer them products.

What is the difference between the GDPR and the prior regulations on data privacy?

GDPR is based on the EU Directive relating to the protection of personal data. It reinforces the previous regulation by introducing new obligations, for example new rights for data subjects or a data breach notification. In case of non-compliance with the GDPR, penalties for companies are higher than before.

Who do I contact with any questions or requests relating to your personal data?

You can exercise your rights or contact our Data Privacy team with any personal data-related questions or requests by emailing dpo_eu@fastretailing.com or through customer service. Alternatively, you can write us at:
FORT STORE
Money Music shpk
Albania, Tirane Njësia Administrative Nr.9
Rruga ''Muzakët'', Ndërtesa Nr.16, Hyrja 9
Apartamenti 3
E- mail: contact@silvifort.store


© SILVI FORT STORE 2019
Money Music shpk 
Registered in ALBANIA, TIRANA - Number L71530030A
Last Updated – NOVEMBER 2019

How much is your alterations service?

Alterations are free on all bottoms priced 19.90€ and above at the time of purchase. For all bottoms priced under 19.90€, the cost of an alteration is 3.00€ per pair.
Please note that each individual pair of jeans will need to be priced at 19.90€ for you to be eligible for a free alteration. Therefore, if you buy multiple pairs of jeans / trousers which individually are less than 19.90€, but collectively subtotal at more than 19.90€, you will not be eligible for a free alteration, and will need to pay 3.00€ for each pair of jeans / trousers you would like altered.
*Please note that our blind stitching service costs an additional 3.00€ per alteration on all garments, including items priced 19.90€ and above.

Do you only do alterations on jeans?

We offer alterations on all FORT STORE bottoms. Aside from jeans; this includes chinos, trousers and easy leggings (leggings trousers).

Do you offer blind stitch alterations?

We now offer blind stitching alterations on all FORT STORE bottoms. Many of our smart wool trousers feature a blind stitch as standard, so we can now provide a more appropriate alteration for this type of garment. Many of our stores offer a blind stitching service, but to avoid disappointment we advise contacting your nearest store to check service availability.
Please note that our blind stitching service costs an additional 3.00€ per alteration on all garments, including items priced 19.90€ and above.

Do you offer alterations online?

Currently, we do not. Alterations are only available in our physical stores. Unfortunately, you are unable to book an alteration online and have your jeans / trousers delivered to you in your desired size. You can find a list of all of our stores here. Every single one of our stores offer an alteration service, which is free on all bottoms priced at 19.90 € and above.
I bought a pair of jeans from you online and would like them altered. Can I take them to a store for an alteration? Yes, you can. Just be sure to take your tax invoice with you as proof of purchase. All of our stores offer an alteration service, so you can pop into whichever store is most convenient for you.

Do I need to have my jeans pinned?

If you do not know what length you would like your jeans / trousers altered to, then you can try them on in our store fitting rooms and have one of our customer advisors pin them for you at you desired length. Alternatively, if you know exactly what length you would like your jeans / trousers altered to, you can tell the customer advisor your desired length at the till point as you are booking your alteration.

What do I need to be eligible for an alteration?

If you would like a pair of jeans altered that you have not yet paid for, you will need to either have them pinned or know the exact length you would like them altered to. If you would like a pair of jeans altered that you have already paid for and have not yet worn, you will need your original purchase receipt, along with them having been pinned or you knowing exactly what length you want them altered to.

Do you offer alterations on non FORT STORE jeans and / or trousers?

No, we do not. Our alteration service is exclusively for FORT STORE jeans and trousers only. We will not perform an alteration on any other brand and / or make of jeans or trousers.

I’ve had a pair of FORT STORE jeans / trousers for quite a while now and have decided that I would like to have them altered. Is this possible?

If you still have your receipt from your original purchase of the jeans / trousers and they are un-worn, have not been washed and are in a saleable condition, then yes. However, if you have already worn your jeans / trousers, we cannot offer an alteration service on them, as the fabric density will differ from a new pair of jeans and can potentially affect the final quality of the alteration.

How long will I have to wait for an alteration?

Times will vary from store-to-store. We always try to offer a same day service where we can, but this is dependent on the volume of alternations a store has to do within a day. Ask a member of staff for how long it will take for your alteration to be done and they will be able to tell you this there and then.
I’ve received an alteration on my jeans / trousers and have changed my mind. Can I return it to a store? Please be advised that once an item has been altered you are unable to return or exchange this.

Can I have trousers ordered via Click & Collect altered without coming in to store?

Unfortunately not. For security reasons, you will need to come in to store to collect and open your package to ensure that everything has been received correctly. We will also need you to try on your trousers so we can be certain that we alter them to the correct length.

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