FAQ's & Customer Help

View our frequently asked questions "FAQ's". We aim to keep these updated and as helpful as possible, but if you need further help please don't hesitate to chat with us via Live Chat blue chat icon at the bottom right of the screen or email us at hello@fortmens.com.

General questions

We aim to respond to all enquiries within 24 hours.

All the time! We are always looking to expand our range and have new stock arriving through each new season. Join our mailing list to keep up to date and be the first to know when new stock arrives.


To join simply input your email address to the form at the bottom of this page. You can also follow us on Instagram and Facebook

Order issues

We’re really sorry if this has happened. Please get in contact with us at hello@fortmens.com and we’ll sort it out for you as soon as we can.

Contact our Customer Support team here with the following details. We need to know: 

- Your order number

- The faulty items name and product code (if you know it)

- And a quick description of the fault or issue

Please keep in mind we may have sent your orders in separate parcels, so please do check your emails to see if some items are arriving separately. This could be for a number of reasons, such as box or courier bag size, back orders etc.

However if you are missing an item or just want to check, feel free to get in contact with us and we’ll be happy to help and resolve any issues.

This is very rare however mistakes can happen from time to time. Nevertheless, we want to sort out any issues for you as soon as possible.

Please return the item to us and we’ll refund you as soon as it’s arrived back at our warehouse. We will replace the item with the correct product subject to availability and correct payment for the item being received.

Please do keep hold of your proof of postage in case we need to look at it later on. If you choose to return the item to us via another method than our normal process it will be your responsibility to pay for the return.

It depends on the product and brand. Much of our range is limited availability however, some can be reordered. Please ask us if you have anything you would like to order and we will try our best to help.

Returns and exchanges

We’re really sorry if this has happened. Please get in contact with us and we’ll sort it out for you as soon as we can.

Please note if the amount differs it could be due to the following:

1. Discounts that were applied at the time of sale may no longer be applicable to the product.
2.The delivery charge may not be included. This is only refunded for cancelled orders under the Consumer Contracts Regulations (2013) or if the goods are faulty.

Most of the time delivery charges are non-refundable. Note: we only refund delivery charges under some circumstances, e.g if there is a fault or mistake on our part sending incorrect or faulty items.

Returns process to be updated very soon. If you have a question please do reach out to us and we'll respond ASAP

A breakdown of our prices and types of delivery services can be found here: delivery info. Please note: These are U.K prices and international prices are calculated at checkout. 

It completely depends on what type of shipping you selected for your order and where you are located. We do our best to get orders out to our customers as quickly as possible. Any further questions please do reach out to our customer support team

Payment & Promos

Fortmens.com is on a modern software platform and holds very high industry standards of security and safely for their e-commerce partners. 

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.

This technology includes the following features:

- Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.

- Data Integrity - this checks the data being transferred to ensure it has not been altered.

 In the unlikely incidence of unauthorised use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.

If your card is authorised, payment will be taken immediately and you will receive an email to confirm this and that your order has been successfully received. If your card is not authorised, payment will not be taken and we will email you to let you know your bank or card issuer would not authorise the payment. 

Please remember that even if a payment isn't authorised, it may look like Fortmens has still taken the money as some card issuers & banks may still reserve the money, for a short period of time in a “pending” state.

Delivery

Your delivery time will depend on the type of delivery option you selected, this will be noted within your order email and tracking details will be available for most delivery types – please check estimated delivery dates on your email (i.e if it’s 2 - 5 working days) allow until 5 working for your order to arrive.

If your estimated delivery date has passed and you haven’t received your order, please get in touch with our Customer Support team on one of the options below so we can help you further.

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as our delivery partner will deliver to the place not the person.

If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

Someone needs to be in when your parcel is due to be delivered as we may need a signature. However, don’t worry if this isn't possible as our delivery partner usually tries to deliver more than once.

Alternatively they'll leave a card confirming that they've either left it with a neighbour or left it in a safe place, when they will try to re-deliver or give you details on how to collect it.

Technical

- Make sure you’re using the same email address and password you registered with

- If you’ve forgotten your password, email us and we’ll reset it for you

- If you have any other issues be sure to get in contact with the Customer Support team and we’ll try and resolve it for you as soon as we can

If you're having trouble with the website we'd suggest you try the following:

STEP 1

You may need to delete your cookies - a cookie is a small file we store on your computer to let us know who you are next time you visit us. See how to delete cookies here.

Please note: Deleting cookies will refresh your your experience so you will lose anything saved in your cart. Be sure to take note of the names of those items if you still want them. 

On most internet browsers you can delete your cookies using 'Tools' or 'History'.

STEP 2

Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc.

STEP 3

Contact us

If you're still having problems, contact our Customer Support Team using one of the options below and include:

1. As much detail as you can about the issue

2. Screen shots of any error messages you get

3. Which web browser you're using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)What you've done so far to try to resolve it

 

Size & Fit

On each product we have size charts below the “Add to cart” button, scroll down and check out the helpful size chart to find your size.

Keep in mind each brand is different so one size may be different brand to brand. See our Size & Fit page for more detail. We’re working further on enhancing how we help you find your size, stay tuned.