Categories

Warranty and faulty items
Exchanges, returns and refunds
Shipping and delivery
Customs, duties, and taxes
Ordering and payment
Product information
Size, dimensions and fitment guides
Promotions and discounts
How to contact us
Categories:
Promotions and discounts

What is Artem’s warranty policy?

Artem Straps offers a two-year warranty from the date of order placement, extended by an additional month to accommodate any shipping delays. This warranty covers all manufacturing defects but excludes accidental damage, mishandling, and general wear and tear

What is covered under Artem’s warranty?

Our two-year warranty addresses manufacturing defects such as broken, cracked, or delaminated straps. Exclusions include accidental damage, mishandling, and general wear and tear. For warranty claims, please contact our customer service team through our Contact Us page.

How I initiate a warranty claim?

To initiate a warranty claim, visit our Contact Us page and provide your order number along with a photo of the issue. Our customer service team will review your claim and guide you through the process.

I have received a faulty item. How can you help me?

We apologise if you've encountered an issue with your order. Despite our thorough inspection process, faults can still occur. Please contact us within 7 days of receiving your item(s) if you discover any faults or damage. We will arrange a replacement at no extra charge, including covering any customs fees or taxes for the shipment of the replacement. The replacement will be identical to your original purchase. In cases where the item is out of stock, we will offer an alternative item of equal value or a full refund.

To initiate the replacement process, please visit our Contact Us page, describe the fault, and provide photographic evidence. We will assess your claim and send out the replacement without requiring you to return the faulty item(s). Should we need the original item(s) returned, we will manage and cover the cost of return shipping.

What should I do if I have received the wrong item(s) or an item(s) is missing?

We strive to ensure accuracy in every order, but if you receive an incorrect item or if something is missing, please contact our customer service team through our Contact Us page. Include your order number and any additional details requested for verification. Once confirmed, we will send out the correct item(s) free of charge, with shipping, customs, duties, and taxes (if applicable) covered by us for the shipment of the correct item(s).

My strap has cracked or delaminated. Is this covered under warranty?

Our two-year warranty addresses manufacturing defects such as broken, cracked, or delaminated straps. Exclusions include accidental damage, mishandling, and general wear and tear. For warranty claims, please contact our customer service team through our Contact Us page.

I would like to exchange my order. Do you offer exchanges?

We offer exchanges and returns within 30 days of receiving your order. Please refer to our Returns & Exchange Policy for more information.

I am unhappy with my order. Can I return it for a refund?

We offer exchanges and returns within 30 days of receiving your order. Please refer to our Returns & Exchange Policy for more information.

What is the currency and payment method for the refund?

All refunds will be processed using the same currency and payment method as the original payment and a confirmation email will be sent once a refund has been issued.

Will taxes and duties be refunded when returning an item?

Our returns policy allows only for refund of the original purchase price. Any customs, duties, and taxes will not be refunded.

Can I cancel or change my order?

If your order hasn't yet been dispatched, we can accommodate cancellations or changes. Please contact our customer service team immediately via our Contact Us page to request any modifications. If your order has already been dispatched, we're unable to cancel or change it. In this case, you can opt for an exchange or return within 30 days of receipt, in line with our Returns & Exchange Policy.

What is Artem’s shipping and handling policy?

Please refer to our Shipping Policy for more information.

Where does Artem ship their products from?

All our products are shipped from Adelaide, Australia.

Does Artem offer faster shipping options?

We provide both standard and express shipping. Our Standard shipping option is the most economical option but has an estimated transit time of at least 14-27 business days (not calendar days). With this shipping option, DHL hands over the parcel to the local postal organisation (i.e. USPS in USA) in the destination country which can result in further processing times and delays. These processing times are out of our control. Note, we do not offer standard shipping on all products or to all countries.

Our Express shipping option is significantly faster (3-7 business days depending on your region), however, it does cost more. We try and subsidise this cost as much as possible to reduce the costs to you. Please refer to our Shipping Policy for more information.

Why is only express shipping offered to my country?

In some regions, standard shipping is impractical due to significant delays. Therefore, we offer only express shipping for these areas. We continuously evaluate shipping times and may reintroduce standard shipping if conditions improve.

Why is there no shipping available to my location?

We aim to ship globally, but some regions experience severe delays and high risks of damage or loss. Therefore, we currently cannot ship to these areas. Note, express shipping to APO or FPO addresses is also unavailable.

Why is my order taking so long to arrive?

If you chose our Standard shipping option, it has an estimated transit time of at least 14-27 business days (not calendar days). With this shipping option, DHL hands over the parcel to the local postal organisation (i.e. USPS in USA) in the destination country which can result in further processing times and delays. These processing times are out of our control. However, if 30 business days have passed and you still have not received your item, please contact our customer service team via our Contact Us page and we will follow up for you.

If you chose express shipping and our estimated transit time has been exceeded, please contact our customer service team via our Contact Us page and we will follow up for you.

Please note, the transit times advised on our website are an estimate only. Actual times may vary depending on your particular location, weather events, public holidays, customs delays and other circumstances outside of
our control.

How long does Artem take to send out orders?

After you have placed your order, we try and ship out the order within 1-3 business days from the date of order placement. However, although we allow for 1-3 business days to ship out the order, we usually endeavour to ship it out the very next business day. Note, business days refers to Monday to Friday only.

Note, when using standard shipping, there can be a delay of up to 3-7 business days before tracking updates start to show. Quite often, the order has actually been shipped out, but we are just waiting on tracking updates to commence. In the rare case that the order actually hasn’t been shipped within 3 business days, this could have occurred due to processing delays or an error from our end. If you have any concerns about your order, please contact our customer service team via our Contact Us page.

Will I need to pay customs charges, duties, taxes or import fees when receiving my order?

Some international orders may incur duties, handling fees and import taxes which are determined by your local customs authority and the shipping carrier. Any duties/taxes/handling or other fees are determined and collected by your country’s government and/or shipping carrier, and you may be asked to pay the applicable amount at the time your shipment is released to you. For Australian based customers, GST will be applied at checkout.

How do I track my order?

You will receive a confirmation email once your order has been shipped. This email will contain the tracking number which can be used to track your shipment. For standard shipping, please use the DHL e-commerce tracking site for updates, and for express shipping, please use the DHL express tracking site for updates.

Note, when using standard shipping, there can be a delay of up to 3-7 business days before tracking updates start to show. Quite often, the order has actually been shipped out, but we are just waiting on tracking updates to commence. If you have any concerns about your order, please contact our customer service team via our Contact Us page.

My order hasn’t been delivered, is it lost?

Other than general shipping delays, there are a few scenarios which could have occurred resulting in you not being receiving your order on time or not receiving it at all. Before proceeding with any inquiries related to delayed or unreceived orders, we would advise double checking the delivery address to ensure you entered it correctly.

Marked as delivered but not received – A parcel could be marked as delivered but you may not have received it due to a few reasons. These include it being left in your mailbox, in a safe place on your property, handed to another person in your household, handed to your neighbour. Please check all those points. If you are still unable to locate the parcel, please contact our customer service team via our Contact Us page.

Parcel is lost – In rare occasions, a parcel could go missing. If you are concerned that your order may be lost, please contact our customer service team via our Contact Us page. If you chose standard shipping, then you may be requested to contact your local postal service to open an investigation as we do not have authority to this on your behalf. However, if you chose express shipping, we will be able to launch an investigation directly with DHL on your behalf. Once the parcel is officially declared to be lost, we will ship out a replacement via express shipping (no additional cost to you).

Will I need to pay customs charges, duties, taxes or import fees when receiving my order?

Some international orders may incur duties, handling fees and import taxes which are determined by your local customs authority and the shipping carrier. Any duties/taxes/handling or other fees are determined and collected by your country’s government and/or shipping carrier, and you may be asked to pay the applicable amount at the time your shipment is released to you. For Australian based customers, GST will be applied at checkout.

What payment types do you accept?

We accept a variety of payment methods including credit cards (Visa/Mastercard/American Express), debit cards, PayPal, GooglePay and ApplePay.

What currency are the prices listed in?

The prices are displayed in USD by default. You can choose to shop in a different currency by selecting from the dropdown list which is located in the top right hand corner for desktop users and in the dropdown menu for mobile users.

Are your prices inclusive of taxes and import fees?

Prices listed do not include taxes or import fees. You may incur such charges based on your country's regulations. For orders shipped within Australia, GST is applied at checkout and will be added to your order total.

I am having trouble making payment, what should I do?

There are a few possible causes for issues when making payment. The first step is to ensure you have entered the correct payment details. If the problem persists, you can try using a different device or browser. The next possible solution is try an alternative payment method, using PayPal can often resolve the issue. If none of the above solutions work, please contact our customer service team via our Contact Us page.

How do I know if my order has been successfully placed?

You will receive a confirmation email once your order has been received. Please check all spam and junk mail folders of your email inboxes to ensure it has not been filtered out. If you made an account before completing your order, then you can log into your account to check your order status. However, you will not be able to do this if you checked out as guest. If you believe you have made a payment but have not received a confirmation email, and you are not able to check your order status by logging into your account, please contact our customer service team via our Contact Us page.

Can I cancel or change my order?

If your order hasn't yet been dispatched, we can accommodate cancellations or changes. Please contact our customer service team immediately via our Contact Us page to request any modifications. If your order has already been dispatched, we're unable to cancel or change it In this case, you can opt for an exchange or return within 30 days of receipt, in line with our Returns & Exchange Policy.

How do I know what watch strap I need?

To find the right watch strap size, you need to consider two key dimensions: lug width and strap length.

Lug Width: Measure the distance between the lugs of your watch where the strap attaches. This can be done by checking your watch model's specifications online (search "watch model lug width", e.g., "Omega Speedmaster 310.30.42.50.01.001 lug width") or by using a ruler or vernier calliper for a precise measurement. Artem watch straps are available in these sizes: 18mm, 19mm, 20mm, 21mm, 22mm, 23mm, and 24mm.

Strap Length: Ensure the strap length suits your wrist. Accurately measure your wrist circumference where the watch is worn, making sure the tape is snug without overlapping or slack. The tape should start from zero for accuracy. Refer to the fitment guide on each strap’s product page to choose the right strap based on your wrist size.

If you're unsure about these measurements or need additional assistance, our customer service team is ready to help. Please reach out via our Contact Us page.

Can you help me pick out what strap will look good with my watch?

Absolutely! With numerous options to choose from, finding the perfect strap for your watch can seem overwhelming. Our friendly customer service team is here to help you make the best choice. For assistance, please contact us through our Contact Us page, and we'll be delighted to guide you in selecting a strap that enhances the look of your watch.

What is the difference between Loop-less, Classic and HydroFlex straps?

All three straps feature our signature embossed sailcloth style material, yet each range offers unique characteristics:

• Classic Strap: Our original and entry-level strap, compatible with both tang buckles and deployant clasps. Compared to our Loop-less and HydroFlex straps, it requires the longest break-in period, offering a balance of heft, durability, and a premium feel.

• Loop-less Strap: One of our most popular straps, the Loop-less strap is designed for a sleek and concealed look when paired with our Loop-less Style Deployant Clasp (or equivalent). This design cleverly conceals the loose end of the strap beneath the clasp, eliminating the need for strap keepers “loops”. This strap is more flexible than the Classic, with a reinforcement silicone strip over the holes, and reduced wear due to less bending. Note: It is not compatible with standard tang buckles.

• HydroFlex Strap: Our HydroFlex strap represents the pinnacle of Artem Straps, embodying our commitment to exceptional craftsmanship.This flagship model is versatile, designed for compatibility with both our tang buckle and deployant clasp. While sharing functional similarities with our Classic range, the HydroFlex boasts distinct features:

Material: The HydroFlex strap features a base made of premium FKM rubber, known for its dust and water resistance, culminating in a wholly vegan product. In contrast, the Classic strap combines a leather base with a natural rubber (caoutchouc) coating.

Comfort: The HydroFlex strap is designed for immediate comfort, being exceptionally supple and flexible “right out of the box”, readily conforming to the wrist. The Classic strap requires a slight break-in period to achieve its optimal fit.

Design: The HydroFlex's advanced design includes ergonomic considerations for enhanced wrist comfort. Its underside FKM rubber pattern is the brainchild of an award-winning designer, crafted to offer a wearing experience that truly shines when felt on the wrist.

Colour Options: Expanding beyond the Classic range's palette, the HydroFlex is available in exclusive grey and sand beige options, adding versatility to your style choices.

Durability: Durability is a hallmark of the HydroFlex range, making it a more robust choice compared to the Classic straps.

Each element of the HydroFlex strap is meticulously crafted, ensuring that it stands out not only in our collection but also on your wrist.

Why is my Classic strap stiff and how can I break it in?

The initial firmness of the Classic strap typically lessens within about a day of wear. Some stiffness is essential for ensuring durability, stability, and a premium feel. If the strap feels overly stiff, it might be too long for your wrist. Avoid using heat or hot water to soften the strap, as this can cause damage. Instead, repeatedly flex the strap in your hands for a couple of minutes, including the padded areas, and wrap it around a watch pillow or cushioned object to simulate a wrist. This method should help ease the stiffness without compromising the strap’s integrity.

Are Artem straps vegan friendly?

Our Nylon and HydroFlex straps are vegan friendly.

Are Artem watch straps waterproof?

All of our watch straps can be used in water but are not rated waterproof. That is to say, although excessive exposure to water is not ideal, the occasional dip in water should be fine. If exposing to saltwater, please always make sure to rinse with tap water after to remove salts, chemicals, and dirt. After this, please allow the strap to dry before use, away from direct sunlight. We don't recommend is to use it consistently for prolonged exposure to water, heat and/or chemicals. Whilst doing so may not necessarily damage the strap, it could reduce the life of the strap or accelerate wear and tear.

How can I take care of my Artem watch strap?

To clean your strap, rinse it with lukewarm (not hot water) tap water and gently wipe it with a soft cloth. Let it dry naturally, away from direct sunlight. Avoid using chemicals and soaps for cleaning, as these can damage the strap and accelerate wear and tear.

What spring bars do I need for my watch?

Selecting the correct spring bar is crucial for a secure fit and optimal appearance. Here’s a guide to our range of spring bars at Artem Straps:

1. Standard Spring Bars:
• Thickness: 1.78mm
• Tip Diameter: 0.8mm
• Ideal For: Most watches, these standard spring bars are versatile and suitable for a wide range of watch lug designs.

2. Quick Release Spring Bars:
• Thickness: Generally similar to standard spring bars
• Tip Diameter: Similar to standard spring bars
• Ideal For: Watch enthusiasts who frequently change straps. These bars come with a small lever for easy, tool-free removal and installation.

3. Heavy Duty (2.0mm) Spring Bars:
• Thickness: 2.0mm
• Tip Diameter: 0.8mm
• Ideal For: Larger, heavier watches or for those who prefer a more robust option, offering extra strength and durability.

4. Fat Spring Bars:
•Thickness: 2.5mm
• Tip Diameter: 1.0mm
• Ideal For: Watches with larger lug holes, such as certain diver and sports watches, offering a snug fit for timepieces that require a thicker bar.

5. Curved Spring Bars:
• Thickness: Generally similar to standard spring bars
• Ideal For: Watches which have lug holes drilled close to the watch case which may require additional clearance.

When choosing the right spring bar, consider your watch’s lug width, the style of the watch case, and your personal preferences for strap changing. If in doubt, reach out to us via our Contact Us page with your watch make and model for a specific recommendation.

Do you have instructions on how to install/remove the RM Style, BP FF Style, and Loop-less Deployant Clasps?

For the RM Style and BP FF Style Deployant Clasps, you’ll need two flathead precision screwdrivers. To install, use the screwdrivers to hold one side of the two-piece screw fixed while tightening the other end. For removal, reverse this process. To adjust the strap length, unscrew the larger screw, set the strap length, and then re-tighten. Be cautious not to overtighten to avoid damaging the screw.

The Loop-less Deployant Clasp requires a spring bar tool for installation and removal. It attaches to the strap with a spring bar, adjusted using this tool. We provide an instructional video on the Loop-less strap product page for further guidance on length adjustment.

For additional assistance, please contact us through our Contact Us page.

Are Artem sailcloth straps made from “real sailcloth”?

When shopping for sailcloth watch straps, people often come to the realisation that most companies are not selling “genuine” sailcloth straps. They produce straps made from a base material which has a sailcloth like pattern embossed on to it. To understand why that is, it is important to first understand what “sailcloth” really is.

History of the sailcloth and what is a ship sail?

Since the inception of ships, sails have been used to harness the kinetic energy in wind and use it for transport. The idea is that the sail has a large surface area over which the wind force acts and imparts its energy. Simply put, the more wind energy that can be captured by the sail, the more energy can be used to move the ship.

What is sailcloth?

The material that sails are made out of are categorised as “sailcloth”. Sailcloth can be made of many different materials which are discussed below.

What is sailcloth made from?

Sails are not only subject to strong wind forces but also have to endure harsh marine environments consisting of salts and extensive exposure to UV radiation from the sun. Hence, sailcloth material is selected to suit the application and conditions encountered at sea.

Initially, sailcloth was made from natural fibres such as flax, hemp and cotton (warp and weft). But due to technological advancements, synthetic materials became the norm such as nylon, polyester, Kevlar, carbon fibre and more.

Why not make straps out of sailcloth?

Whilst sailcloth materials are aesthetically pleasing and robust, the way they feel on the wrist and on the skin in general, is not particularly comfortable. So the reality is, that whilst “genuine” sailcloth is excellent for its intended purposes (i.e. ship sails), it is not necessarily a suitable material for high quality watch straps.

So what about Artem sailcloth straps?

Our straps are not made using "genuine" sailcloth. The decision to not use sailcloth was made after extensive research and trialling, which revealed that it lacks the fine, premium texture we were looking for in order to achieve optimal performance and comfort. Instead, we have chosen to use an embossed synthetic material for the sailcloth effect to avoid the issues associated with "genuine" sailcloth.

What size strap do I need for my watch?

To find the right watch strap size, you need to consider two key dimensions: lug width and strap length.

Lug Width: Measure the distance between the lugs of your watch where the strap attaches. This can be done by checking your watch model's specifications online (search "watch model lug width", e.g., "Omega Speedmaster 310.30.42.50.01.001 lug width") or by using a ruler or vernier calliper for a precise measurement. Artem watch straps are available in these sizes: 18mm, 19mm, 20mm, 21mm, 22mm, 23mm, and 24mm.

Strap Length: Ensure the strap length suits your wrist. Accurately measure your wrist circumference where the watch is worn, making sure the tape is snug without overlapping or slack. The tape should start from zero for accuracy. Refer to the fitment guide on each strap’s product page to choose the right strap based on your wrist size.

If you're unsure about these measurements or need additional assistance, our customer service team is ready to help. Please reach out via our Contact Us page.

Have you got a fitment or a size guide for your straps?

Yes, all of our strap product pages have a fitment guide which can be found by locating the question mark “?” symbol and clicking on it. This will open up a new pop-up window showing our fitment and size guide.

Which strap do I order if my wrist is in between a size from the size guide (i.e. in between XS and standard or in between standard and XL)?

To select the best strap size, start with a precise wrist measurement. Wrap the measuring tape tightly around your relaxed wrist at the point where you wear your watch, ensuring there's no slack or misalignment. The tape should start exactly at zero for accuracy.

For the Classic Strap:
• If your wrist is 6.5 inches, choose XS for minimal excess strap, or Standard for a looser fit.
• For a 7.25-inch wrist, Standard will be snug and will have very little excess strap length remaining for the keeper loops, while XL offers a looser fit.
• Consider the deployant clasp may alter the fit slightly.

For the Loop-less Strap:
• Choose XS if your wrist is smaller than 6.3 inches.

Please note, the ideal fit depends on individual wrist shape, watch case size, and personal wearing preference. Our guide provides an approximation based on these factors. For tailored advice, feel free to contact our customer service team through our Contact Us page.

What is the thickness and taper of your straps?

This information is provided on our strap product pages in the description.

Do you offer promotions or discounts?

We do not have any promotions or discounts on offer currently, nor are there plans for the near future.

I saw a discount code online for Artem Straps, but it isn’t working?

At present, we are not running any promotions or discounts. We take care to communicate any future offers directly through our official channels, including our website, official social media accounts, and direct correspondence to our customers. Please be aware that we have no control over third-party content online. If you have not received a code from these official sources, it is likely unauthorized.

I can’t find the answer to my question, how can I contact you?

If you have any questions, you can reach out to our friendly customer service team via our Contact Us page.