Frequently Asked Questions

How do I change my watch strap?

All of our watch straps are fitted with Quick Release Spring Bars (QRSB) so no tools are required to fit your new strap on your watch.

Click here for a stepped guide to fitting your watch strap.

What lug width will fit my watch?

GRAEL straps are available in 18mm, 19mm and 20mm; If your lug width is outside of this range, contact us at and our team may be able to assist with a bespoke strap. 

You can view and download our strap sizing guide to determine your lug width.

Still unsure? use a millimeter ruler/ tape measure to measure your watch’s lug distance or contact us at and our team will be happy to help!

Will your straps fit my wrist?

Our standard range of straps come in a size medium (115/75mm) which fits wrists approximately 6 1/2" (16.5cms) to 7 1/2" (19.0cms). Use our strap sizing guide to measure your wrist circumference.

How do I care for my strap?

Avoid getting the strap wet. Do not swim or shower with your leather watch strap. Leather is porous and will be damaged beyond repair if exposed to excessive moisture.

Our straps will develop a natural patina over time, the nature of leather is such and adds a level of beauty and uniqueness to your strap. Some lighter colours will darken through the absorption of moisture and sweat from your skin. We recommend you avoid excessive exposure to sweat and dirt as this may also damage the strap.

We recommend that straps are not worn too tightly around your wrist. When a leather strap is worn with too much tension around the areas where the strap meets the buckle, they tend to wear out quicker over time.

Gift Cards

Gift cards can be redeemed for products provided by GRAEL only and not for cash. If the total amount is not redeemed, the balance remains on the gift card.

GRAEL gift cards are non-refundable, non-transferable and cannot be redeemed for cash. Gift Cards are treated as cash and cannot be replaced if lost or stolen.

Gift cards are valid for 36 months from the date of purchase. After the expiry date, the card will have a nil balance.  

How much do you charge for shipping?

We offer free express shipping on all Australian domestic orders. All orders are sent via Australia Post eParcel via insured expedited service. 

When can I expect my order?

Please allow 1-2 business days for dispatch, and a further 1-2 business days for deliveries to metropolitan areas. For regional areas, please allow 2-4 business days for delivery.

- COVID-19 Shipping Delays -

Unfortunately, we have all felt the impacts of Covid-19 and our shipping partners are currently experiencing delays due to high volumes of shipments within the network. As such, guaranteed express delivery timeframes are not currently available, and the expedited delivery timeframe is expected to be 2-4 business days depending on your location.

Am I able to track my order?

You will receive an email confirmation with your tracking number once your order has shipped.

Do you ship internationally?

At this point in time we do not deliver outside of Australia.

Can I update my shipping address?

We will do our best to update your shipping address, given your order has not been dispatched.

If you need to update the shipping address, please email with your order number, name and correct address.

Please note that we cannot guarantee address changes once an order has been placed.

What is your returns policy?

To be eligible for a return, your item must be in its original condition, unworn and returned with all original packaging.

Returns must be initiated within 14 days and shipped promptly thereafter. GRAEL must receive the returned goods at our facility within 14 days for a full refund, less original shipping costs, to the original payment method, or exchange (see below, if applicable).

If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. If you foresee any delays, please let us know ahead of time. 

Please note that any attempt to change a strap or bracelet could result in unintentional damage to the watch case which we are not responsible for, or strap that would make it ineligible for return. This includes any bending or creases evident on the leather and attempts to fit the buckle tongue through the strap holes. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund ($10 AUD).

How do I complete a return?

To complete your return, please complete the returns form and our team will get back to you within 2 business days with instructions on how to proceed. 

Do you offer exchanges?

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at and we will provide instructions as to how to proceed.

How do I return an item that was a gift?

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift card for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

When completing the returns form please specify if this item was a gift in the 'message' field.

What do I do if my item/s are damaged or incorrect?

If you have received the wrong product, or your item is damaged, send us an email at and we will provide instructions as to how to proceed.

Sale items

Only full priced items may be refunded, unfortunately sale items cannot be refunded.

Click here to read the full returns policy.

Drop us a line at with your query and our team will get back to you.

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