Whilst all our products are thoroughly inspected prior to shipment, mistakes can still occur and faults can get overlooked. Hence, if you believe you have received a faulty or damaged item(s), please contact us within 7 days of receiving your item(s) and we will replace your faulty/damaged item(s) free of charge, and we will also cover any customs fees/taxes (incurred during the shipment of the replacement item(s) only). The replacement will only be for an identical item(s). If the replacement item(s) is out of stock, we will offer you the choice of an alternative full priced item(s) of equivalent value or refund.
Please note, that to be eligible for a replacement, you will need to contact us through our Contact Us page describing the issue, along with providing photographic evidence. Please select “faulty/damaged item(s)” in the drop down list of the contact us page to ensure your inquiry is processed swiftly. We will promptly assess the claim and send out the replacement item(s) without you needing to send us the faulty/damaged item(s) back. If we require the faulty item(s) to be sent back to us, we will cover the return shipping charges.
RETURNS & EXCHANGES
If you would like to return or exchange an item(s), please use our Contact Us page and we will be able to assist you. Please select “returns/exchange” in the drop-down list of the contact us page to ensure your inquiry is processed swiftly.
To be eligible for a return or exchange, you must contact us within 7 days of receiving your item(s). Once your request for a return or exchange has been approved, the item(s) which you wish to return, or exchange must be sent back to us in the original, unused, unworn, undamaged, and unmounted condition. Shipping of the item(s) back to Artem Straps is the responsibility of the customer. We recommend packaging your return item(s) carefully and shipping via a trackable service as we will not assume responsibility in the event that return packages are lost, stolen or damaged. Exchanges are a lengthy process which involve a review of the item(s), hence, please allow for 3-5 business days for us to process the return/exchange after we have received the item(s).
In the case of a return, a processing fee of 15% of the product RRP value will be deducted from the refunded amount, and the original shipping charges incurred at the time of purchase are non-refundable. All refunds will be processed using the same method as the original payment and a confirmation email will be sent once a refund has been issued.
In the case of an exchange, a processing fee of 15% will be charged, along with a flat fee of US$7 for shipping (via standard shipping) the exchanged item(s) back to you. An invoice for the payment of these fees will be sent to the email which was used to initiate the exchange. Either PayPal or Bank Transfer can be used for the payment of the fees. If you would like to request express shipping of the exchanged item(s) back to you, the flat fee of US$7 stated above will be adjusted and provided in the invoice. Items will only be exchanged for a like-for-like item(s) or item(s) of identical value. If you would like to exchange your item(s) for an item(s) of greater value, the price difference will be payable. If you would like to exchange your item(s) for an item(s) of lesser value, the price difference will be deducted from the fees defined above and will be reflected in the invoice.
Artem Straps also reserves the right to deny a return/exchange if the item(s) does not meet the criteria outlined above.
Our aim is to deliver your order as quickly as possible. Hence, all orders are shipped within three business days after order confirmation. All international orders will be shipped using DHL. Local orders (within Australia) will be shipped via Australia Post Express.
We offer both standard and express shipping options on all international orders. A phone number is required at checkout if selecting DHL Express. This is a requirement from DHL for shipping purposes.
Once shipped, tracking details will be provided to you via email. If you do not receive tracking updates immediately after receiving the email, there is no cause for concern as it can take some time for activity to show up. Please note that 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. Logistic networks across the world have also been impacted by the rise in cases of COVID 19. The surge in cases is affecting staffing levels at both airlines and local postal operations, which is further affecting transit times. If you have not received your parcel within 21 business days after receiving the tracking email, please contact us and we can launch an investigation directly with DHL.
International orders may incur duties and import taxes which are determined by your local customs authority. Artem Straps does not accept responsibility for the payment of any duties/taxes incurred, for customs inspections not passing or for delays in transit due to processing through customs. Any duties/taxes or fees are determined and collected by your country’s government and you may be asked to pay the applicable amount at the time your shipment is released to you.