Help
Questions and answers
Shipping
How long does shipping take?
We ship with DHL, within Germany only. Your order arrives within 2–4 working days, including handling. With prepayment, the time starts when your payment arrives.
What does shipping cost?
€5.90 within Germany. Orders from €119 ship for free.
Do you ship abroad?
Not yet. We currently ship within Germany only.
Can I ship to a DHL Packstation?
Not at the moment. Please enter a home or business address.
Where is my parcel?
Your account shows the status and DHL tracking. As a guest you get the link by email.
Returns and money back
Can I send back what doesn't fit?
Yes. Start the return in the return portal: choose the order, give a reason, get the label as PDF or QR code.
Do I get my money back?
Yes, money back is the default, no forced voucher. If you prefer to swap, you get 10 % extra store credit.
How long do I have?
30 days from receiving the goods. Your statutory right of withdrawal (14 days) is not affected.
Who pays for the return shipping?
We do. You get the return label from us, returning is free for you.
When will I get my money?
At the latest 14 days after your return has reached us, usually sooner. We pay the money back to the account you transferred from.
Sizes
How do the shirts fit?
Wide on purpose: oversized, boxy fit, drop shoulder. For a regular fit, go one size down.
Which size should I take as a woman?
Per our size chart we recommend S or M for a relaxed gym look (S is about women's M–L, M about women's L–XL).
Where can I find the measurements?
On every product page under “Size guide” (length, chest, shoulder, sleeve in cm).
Drops
What is a drop?
A limited run on a fixed date. Scarcity comes from real drops, not countdown tricks.
When is the next drop?
There is no fixed rhythm. We announce every drop in advance: on the home page with a countdown, in the newsletter and on Instagram.
Can I get a reminder?
Yes, by email, and there is a waitlist.
Is there a limit per customer?
No. We sell while the drop lasts, without overselling.
Who gets in earlier?
Once the club launches, club members get in earlier: MEMBER 24 hours, ELITE 48 hours, LEGEND 72 hours before the official start. Influencers get their access via their link.
Club and points
What is the Club?
Three levels: MEMBER, ELITE, LEGEND. You earn your place, you cannot buy it.
How do I collect points?
Per €1 spent: 1 point (MEMBER), 1.25 (ELITE from €400 spent in the last 12 months), 1.5 (LEGEND from €800). If you do not buy anything for 12 months, your points expire.
What are points worth?
100 points = €5. You can redeem them at checkout as soon as this feature launches; we will let you know.
Do I need an account?
No, guest checkout works. If you create an account afterwards, your points are added.
Influencer
Can I become an influencer?
Yes, via the “Influencer” page. There are three levels with your own code. The terms are on the page.
What do the levels give me?
Level 1: code with 10 % for your community. Level 2: code with 15 %. Level 3: code with 20 %, free pieces and your own landing page. Commission on net sales: 3 % (level 1), 5 % (level 2), 8 % (level 3). You must be 18 or older.
From what age?
From 18.
I have an influencer code. Where do I enter it?
At checkout in the “Code” field. FRATELL checks the code when you apply it.
Payment
Which payment methods are there?
Right now you pay by bank transfer (prepayment). You get the bank details with your order confirmation. We ship as soon as the payment has arrived.
Do I get an invoice?
Yes, as a PDF in your account.
Contact
Who answers me?
A person, not a bot: Max answers you within 24 hours on working days, by email at hello@fratell.de.