Terms & Conditions
How do I place an order?
To order an item from the fortenai.com online store, you must select an item as you browse the site and add it to your shopping basket. You can repeat and add more items and once you are done please validate your shopping basket by going to the “Shopping Basket” icon at the top right of the home page. Follow the instructions and be ready to enter your banking card details and delivery address.
Where do you ship? What are the delivery times?
Besides Denmark, Fortenai offers delivery to Austria, Belgium, Finland, France, Germany, Great Britain, Italy, Luxembourg, the Netherlands, Poland, Portugal, Spain and Sweden.
Expected delivery times are 2 to 5 business days to Sweden and 3 to 6 business days to all other countries mentioned above.
We hope to be able to offer delivery to Norway, Canada and the United States in the near future.
How much is charged for delivery?
A standard fixed price is charged for all parcels, regardless of size and weight:
To Sweden: Delivery by Postnord to postoffice/pick-up point: €10
To Finland: Delivery by Postnord to postoffice/pick-up point: €15
To Belgium, Germany, Great Britain, Luxembourg, and the Netherlands: Delivery by GLS to your home address: €15
To Austria, France, Italy and Poland: Delivery by GLS to your home address: €20
To Portugal and Spain: Delivery by GLS to your home address: €25
How do I track my order?
Once your order has been accepted, we will send you an e-mail with the tracking number. To keep track of your order at any time, go to the link provided.
Your parcel may not show up immediately in the Postnord / GLS register. Please be patient and try again later.
Which credit cards do you accept?
Payment of your order on the fortenai.com online shop is possible with Visa, Mastercard or American Express.
Payment is made upon the shipping of your order, once your parcel has been shipped.
How do I contact you?
If you have any questions when ordering, please contact us by filling in the contact form on our Contact page or email us directly at info@fortenai.com.
My item is “sold out” – what do I do?
If an item is temporarily unavailable on our online shop, please contact us. We can e-mail you an alert to inform you of the arrival of a product on our online shop. Be aware to expect some time for restocking as most of the items on Fortenai.com are hand-made.
You are welcome to get in touch with us on line to enquire when a sold-out product is available again and make a reservation.
My item is faulty or not the one I ordered – what do I do?
In spite of the great care we take with our customers’ orders, on rare occasions an item may prove to be faulty or incorrect. If this is the case, you should contact info@fortenai.com and we will issue you with a return postage label that entitles you to return the item free of cost. Kindly indicate your name, address and order number.
No return will be accepted if the item has been worn or used. The item should be returned in saleable condition and with all labels attached.
You will be refunded immediately on receipt of your returned item(s).
What is the procedure for returns?
In accordance with national and European legal provisions for consumer protection, you have 14 days from the date you receive your order to exercise your right of withdrawal without having to provide any justification or pay any penalties.
Order number must be provided with claim in order for us to refund your returned item(s). Return claims must be submitted by e-mail. Note that the return of items is paid by the customer.
No return will be accepted if the item has been worn or used. The item should be returned in saleable condition and with all labels attached.
You will be refunded as soon as possible and within 14 days after your return has been received and accepted. The refund will be made to the credit card used when ordering.
Can I buy Fortenai in stores?
Currently, items from Fortenai are solely available on the online shop.
Do you deliver outside of Denmark?
Yes. At the moment, Fortenai.com delivers to addresses in Austria, Belgium, Finland, France, Germany, Great Britain, Italy, Luxembourg, the Netherlands, Poland, Portugal, Spain and Sweden.