Contact

Do you have any questions? We'd be glad to answer any questions you might have. Send us an e-mail at shop@fratello.com and we will answer your question as soon as we can. Please allow up to 24-48 hours before we get back to you with an answer.

About the Fratello shop

Fratello is an online watch magazine established in 2004 that offers high-quality watch content that is authentic, unique and interesting, with a personal touch. With the Fratello shop we like to further expand our world and offer you unique and interesting products that are specially selected for you. We strive to bring you the best and authentic products and add that same personal touch as we have done so successfully for the last 15 years with our magazine. Enjoy shopping at the Fratello shop!

Frequently asked questions

How quickly are orders processed?

Orders are guaranteed to ship within two business days following after payment. Once your order ships, you will receive an automated tracking email from shop@fratello.com. In case you haven’t received an email, please check your spam.

If it’s been more than two business days and you haven’t received tracking, feel free to email us at shop@fratello.com to make sure your order is on its way.

Do you ship internationally?

We offer free and fully insured worldwide delivery.

Please note that for shop purchases, Fratello is required to declare the retail value of the timepiece or item(s) in the shipment. International shipments are subject to import fees upon arrival in the destination country; any importation fees or taxes are the responsibility of the customer.

When can I expect to receive my order?

We ship all orders within two business days.

For orders within the EU we use UPS express:
Your order will be shipped via UPS express saver and is fully insured. This results in a personal delivery only to the person who is on the label. If a company is specified without the name of a person, the consignment is handed over to the person entitled to receive it – also with signature.
UPS will try 3 times to deliver the shipment. After that, the shipment will go back to us.

Shipping time depends on the destination. Please note that the estimates below do not include the up to two business days required for order processing.

UPS express saver
3-5 business days

For worldwide orders we ship with DHL express:
Your order will be shipped via DHL express and is fully insured. All international shipments require a signature for delivery.

Shipping time depends on the destination and customs. Please note that the estimates below do not include the up to two business days required for order processing.

DHL express
3-5 business days

Where is my order?

Orders are guaranteed to ship within two business days following approval of payment.

Once your order ships, you will receive an email with tracking details from shop@fratello.com. If it’s been more than two business days and you haven’t received tracking, feel free to email us at shop@fratello.com to make sure your order is on its way. Please also check your spam as the mail might have accidentally landed in there.

Is my watch insured in transit and do I need to sign for my order?

Given the high-value nature of the watches we sell, we do insure all watches against theft and accidental damage while in transit to your shipping address. All watches shipped require an adult signature upon delivery.

Can I get my order expedited?

Currently, all of our orders are shipped with UPS express saver for EU-wide orders or DHL express for worldwide orders.

Orders are guaranteed to ship within two business days pending approval of payment.

Can I update my address?

Please email shop@fratello.com as soon as possible with your order number, name, and correct address, and we try and do our best to update your order before it ships. Please note that we can’t guarantee address changes once an order is placed.

In case you paid with PayPal we can’t change the shipping address after the purchase, as we are obliged to send the order to the address provided there.

Can I change or cancel my order?

Orders placed Monday through Friday from 9:00 A.M. CET to 5:00 P.M. CET may be edited or canceled within 1 hour of order placement (where possible) by emailing shop@fratello.com. Please note that changes or cancellations are not guaranteed.

Those orders that are shipped before a cancellation has been confirmed, must be returned by guidelines featured in our return policy.

Returns

All new watches in unworn condition may be returned within 14 days after receiving the product, free of charge and without stating reasons. Although we are always grateful for getting some feedback on why you returned the product! For returning pre-owned watches, please see the instructions under ‘Pre-owned watch warranty’.

Products can be returned to the following address:
Fratello Watches c/o ZeitAuktion GmbH
Mendelejewstr. 2
09117 Chemnitz
Germany

For the full details regarding the return of orders, please go to “Article 7. Right of withdrawal/return” of our Terms and conditions.

Pre-Owned watch warranty

All our pre-owned (regardless of the stated condition) watches may be returned within 14 days after receiving the watch. We take great pride in our detailed descriptions and we stand behind all watches we sell. However, due to the fact, these are pre-owned, we cannot guarantee water resistance or perfect timekeeping. Each watch we sell is known to be fully functional before we ship them out. Before you return a pre-owned watch, please get in touch with us for shipping details & instructions.