FAQ

FAQ

Find answers to your most frequently asked questions about orders, shipments, purchases, deliveries, on site registration and all the services that the site offers. If you need further assistance, remember that you can always contact our Customer Service at: care@abaeternowatches.com.

Ship the product in need of repair within a well-secured and protected package, without its original box (we recommend using bubble wrap).

Any watches sent in for a repair in their original box will be returned without the box.

Inside the package please include the original warranty (not a copy) and the completed “Repair Form” which you can download here.

Please Note:
•    If we will not receive the “Repair Form” filled out, we will charge € 10.00 for administration fee.

•    If the product is sent without the original signed and dated warranty, the repair will be at the expense of the client.

The package should be sent to the following address:

CENTRO ASSISTENZA ALBERTELLI MATTEO SNC
Via Giorgio Ercolani – 40122 Bologna (BO), Italy.

Contacts
Phone +39 051 554134
Email: albertellip@libero.it

We recommend purchasing some sort of tracking method for your parcel.

Alternatively, it is possible to take advantage of our home pick-up service, via courier. You can purchase the service here.

AB AETERNO ITALIA SRL is not responsible for any damages incurred in shipment.

Any repairs conducted at the Assistance Centre will take approximately 20 business days to complete from the time of product receipt at the warehouse.

The watch will be held at the Assistance Centre for a maximum of 2 months, after which time it will be destroyed for abandonment.

If the repair is covered by warranty, the costs are on our charge.

If the repair is not covered by warranty (please see the warranty paper) before go forward, the Assistance Service will advise the client about the quotation.

If the quotation is not accepted, the watch will be returned to the client not repaired and the shipping costs will be charged.

US clients should get in touch with our Repair Center in the US.

Time-Tec Watch Service Center
635 South Hill St., Suite 209
Los Angeles, CA 90014
1-888-448-TIME
watches@time-tec.com

See the video tutorials here that show in few simple steps how to change your watchband.

If a product is out of stock, you can contact us using “SOLD OUT PRODUCT” as contact reason in order to be informed when it will be available again.

AB AETERNO wooden watches are not waterproof. In order to preserve the integrity of the watch, pay attention to the water.

The 2 year warranty covers only movement malfunctions caused by manufacturing faults. The warranty does not covers demages resulted from exposure to water, fire and demages caused by negligence, including impacts that scratch or break the watch case or the wrist band.

Flows on the glass not reported to our customer service within 7 days from the purchase day are not covered by warranty.

For the production of our watches we use 100% materials which is subjected to colors changing during time. Those changes are not covered by warranty because they are the result of the natural aging of the wood.

In case the watch was bought using the AB AETERNO official website, keep the order confirmation email with you, it applies as guarantee.

 

Put on size the AB AETERNO watchband is very simple using the spring bar tool that you find in the watch box. See the video tutorial here or you can go to a watch repair shop.

 

To find a store close to you go to our Store Locator

AB AETERNO uses FEDEX to deliver its products. Purchases are usually delivered in 48 working hours from the order date. Custom watches are delivered in 5 working days.

Yes. It is possible to return or change an article within 14 days from the purchase day. The shipment costs are at the expense of the final client. For more info, see the Return Policy here.

Once your order will be shipped you will received an email from our carrier Fedex with the Tracking Number. If you did not receive the Tracking Number, check your “Spam” folder or maybe you have typed an incorrect email address. Check your order status on http://www.fedex.com/it_english/ using your Tracking Number. If you need any help, please contact care@abaeternowatches.com

After all payment information is submitted, you will be transferred to a purchase confirmation page that shows your order number. You will receive via e-mail all the order details and confirmation.

The coupon code is a coupon that comes to take advantage of special promotions. The conditions for obtaining it might be communicated through a special newsletter or during special events. If you have one you can enter it in the “Checkout page” at the “Discount Code” field: the discount will be automatically calculated and displayed.

We accept the following methods of payment for purchases: Credit cards and PayPal.

Shopping at www.abaeternowatches.com is an easy and enjoyable experience. When you have found the product(s) of your liking, select “ADD TO CART” to add each article to your cart. This will automatically take the product(s) to your Shopping Cart. If you decide to continue the shopping, your cart will remain at the top right corner listing its contents and the total amount spent so far. If you wish to proceed with the purchase, click on “CHECKOUT”.

You can contact our Customer Service Department for any questions and information using this FORM.

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