How quickly are orders processed?
We aim to process and ship all orders within 3-5 business days after your payment clears. Once your order ships, you will receive an automated tracking email from shop@fratello.com.
If it's been more than five business days and you haven't received your tracking information, feel free to email us at shop@fratello.com 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 product listing page.
Where can I find my invoice?
You will automatically receive a copy of your invoice via email after completing your order. If it's been more than 24 hours and you still haven't received your invoice, feel free to email us at shop@fratello.com to make sure your order was successful. Please also check your spam folder in case it has accidentally landed there.
Do you ship internationally?
We offer fully-insured worldwide delivery on all purchases.
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 may be subject to import fees upon arrival in the destination country; any importation fees or taxes are the sole responsibility of the customer.
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.
How is my order shipped?
Your order will be shipped via UPS Express Saver and is fully insured. UPS will try to deliver the shipment on three occasions. After that, the shipment may be returned to us.
Exact shipping times depend on the destination and customs. You can track you parcel using the tracking link provided to you.
Shipping time 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.
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 the guidelines featured in our return policy.
What about pre-orders?
Should you change your mind after placing your order, Fratello will honor any cancellations and offer a full refund when the request is made before the pre-order window closes. Once the pre-order window is closed, all orders are final, and we are unable to cancel your order and offer a refund. All pre-ordered watches are bespoke and made-to-order, so the regular 14-day return window does not apply.
Returns
You can view our return policy here.