Contact

Do you have any questions? We'd be glad to answer any questions you might have. Send us an e-mail at [email protected] 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?

We aim to process and ship all orders within three business days after your payment clears. Once your order ships, you will receive an automated tracking email from [email protected]

If it’s been more than three business days and you haven’t received your tracking information, feel free to email us at [email protected] to make sure your order is on its way. Please also check your spam folder in case it has accidentally landed there.

Please note: For pre-order purchases, shipping times will vary and are specified on the pre-order page.

Do you ship internationally?

Yes! We offer free and fully-insured worldwide delivery.

Will I have to pay importation fees?
International shipments may be subject to import fees upon arrival in the destination country. Any customs importation fees or taxes are the sole responsibility of the customer and are outside of our control. If you are unsure, please contact your local customs office for more information.

Please note that for all shop purchases, Fratello is required to declare the full retail value of the timepiece or item(s) in the shipment. We are unable to under-declare shipment values.

When can I expect to receive my order?

We aim to ship all orders within three business days, but for orders outside of the EU this can be up to 5 working days due to the necessary customs declarations and paperwork required.

For all orders we use UPS Express Saver:
Your order will be shipped via UPS Express Saver and is fully insured against non-delivery and damage. UPS will try to deliver the shipment on three occasions. After that, the shipment will be returned to us. Please note: Shipping time depends on the destination and the local customs.

Shipping times may differ during COVID-19
Due to the ongoing COVID-19 pandemic, UPS shipping may take slightly longer than usual. Please be aware that this is outside of our control — thank you for you understanding at this time.

Where is my order?

Once your order ships, you will receive an email with tracking details from [email protected]  If it’s been more than three business days and you haven’t received tracking, feel free to email us at [email protected] to make sure your order is on its way. Please also check your spam as the mail might have accidentally landed in there. You can check the progress of your order’s journey via UPS’s tracking service.

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 non-delivery, 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. We aim to ship all order within three business days, pending approval of payment.

Can I update my address?

Please email [email protected] as soon as possible with your order number, name, and correct address. We will try our best to update your order before it ships. Please note that we cannot guarantee any address changes once an order has been placed.

If 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 [email protected] Please note that changes or cancellations are not guaranteed.

Those orders that are shipped before a cancellation has been confirmed, must be returned by the 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 and instructions.