FAQs - ecommerce
Official online store
What happens if I buy a Swatch through an Unauthorised Retailer?
Swatch cannot honour the warranty & policies if purchased from an unauthorised retailer, send the watch back to the original place of purchase.
Where can I find a Swatch Store or an Authorised Retailer?
Our online store is an authorised Swatch retailer or you can click on our store locator to locate an authorised retailer near you.
How can I create my account?
• Click on the My Account link located at the top of the homepage. • Under the heading “New Customer” fill in the required boxes. • Click submit to complete your account set up.
Does Swatch protect my personal data?
Swatch takes great care to ensure your credit card information is safe when placing an order online. When making a purchase at Swatch, you shop in a secure mode using SSL encryption -- the Internet standard for secure transactions. This ensures that your orders are encrypted when you transmit them to Swatch. If you have any questions regarding our privacy practices, contact our our Customer Service Department on +603 2050 8888 (From Monday – Friday 9:00AM - 5:30PM) or Email us on email@example.com for further assistance
How do I unsubscribe to the Swatch email newsletter?
We would hate to lose you, but in the event you no longer want to receive our newsletters just click unsubscribe link at the bottom of our most recent email and you will be unsubscribed.
How do I access my order history?
Click on the My Account link located at the top of the homepage. Once you arrive to the dashboard, click on My Orders to locate your order history.
How can I place an order?
Ordering on swatch.com/en-my/ is designed to be a quick & easy process. Just follow these steps:
1. Find the product or products
By using the tabs on the top of the page you can browse swatch.com/en-my/ by watches, collections or jewellery. You can also search for a specific item by using the 'search' box located in the upper right-hand corner of the screen. To access detailed information about a product, click on the page and the detail specification tab.
2. Use the shopping basket
To place a product in your shopping basket from the product page, select the desired size and quantity of the item you wish to purchase, then click on the 'Add to Basket' button once.
While in your shopping basket, you can remove the quantity at any time. Simply click the trash icon.
Remember, by clicking the link in the upper right-hand corner of the screen, you may view your shopping basket at any time. This allows you to add, change, or delete items whenever you like.
3. Checking out
When you are ready to complete your order, be sure to review all of the items you have placed in your shopping basket. To checkout, follow the instructions on the screen to finalise your order. You may do an express checkout, create an account or use an existing account. Hit the “Proceed to checkout” button to move onto next steps.
4. Shipping and billing
Once you have logged in, you will need to provide your shipping and/or billing information, (be sure to note: billing address must be entered exactly as it appears on your credit card statement), choose a shipping method, and select your method of payment. We accept Visa, MasterCard and E-wallet. If you are paying with a credit card, enter the number without spaces or dashes.
5. Completing your order
Be sure to review all of the information that you have provided, and make any necessary changes before clicking the 'Place Order Now' button. Once you complete your order, you will see a confirmation page with your confirmation number. Additionally, we will send you emails with your Order Confirmation information and when your order is shipped. Please note that as a result of our order processing, we are unable to change or cancel an order once it has been finalised. Please make sure your order is accurate before submitting it for processing. Also, please allow up to 1 business day for processing.
How do I determine my wrist size?
To determine your wrist size, please see our PDF here.
How can I add or remove links on my Swatch?
You can send the watch back to us to have the links adjusted to the needed size or go to an official Swatch store with your proof of purchase and get the strap adjusted for free.
Can I modify my order after the payment?
Unfortunately you would not be able to modify an order online after payment. However, please contact customer service if you would still like to do so, you can contact them on +603 2050 8891 (From Monday – Friday 9:00AM - 5:30PM) or Email us on firstname.lastname@example.org for further assistance
How do I know if my order has been processed?
You will receive an email confirmation shortly after the order has been submitted which will explain the status of your order.
Can I cancel my order?
As all our orders are shipped from our global distribution centre in Switzerland the ordering process is highly automated, so it isn’t possible for us to amend or cancel an order once it has been placed. Please email us at email@example.com if you require further assistance.
Can I place an order over the phone?
You can place an order over the phone by contacting one of our Swatch stores.
How can I pay for my order?
The Swatch Online Store only accepts E-wallet, Visa and MasterCard.
How can I be sure that Swatch online shopping process is secured?
Swatch uses the latest encryption technology to keep your credit card information safe. Thus, we require you to re-enter your credit card information for each order. When making a purchase at Swatch, all transactions are done by using SSL 3.0 encryption -- the Internet standard for secure transactions.
When will Swatch charge my credit card for my order?
Orders will be processed only after an online approval can be confirmed. Following this, your card will only be charged when the order is shipped (upon leaving our warehouse).
What is 3D Secure and how does it work ?
3-D Secure is an additional security layer for online credit and debit card transactions widely known as "Verified by Visa" for Visa , "SecureCode" for Mastercard, "SafeKey" for American Express, "J/Secure" for JCB Int. etc. The system authenticates the cardholder before any transaction can take place, by diverting the cardholder to the browser of the bank that issued the card. Then the bank authenticates that the cardholder is entitled to use this card and the online purchase is complete.
How does 3D Secure protect me?
3-D Secure provides an added layer of security by prompting you for an extra authentication step when you make an online purchase. This helps to protect you against online fraud by verifying that the customer making the online purchase is the rightful owner of the credit / debit card used.
I was never asked for a 3D Secure before. Why now?
The revised Payment Services Directive (PSD2), is an EU Directive that requires Strong Customer Authentication (SCA) on the majority of electronic payments. This directive will come to full effect on 14 September 2019. 3-D Secure is considered a SCA
Why I am not always asked for a 3D Secure when I purchase online?
SCA (Strong customer Authentication) is required for transactions over 30€ or equivalent. Transactions under 30€ or equivalent, will be exempt from SCA. However, the issuing bank will keep track of the amount of payments made. If the total amount attempted on the card without strong authentication is higher than 100€, or every 5 transactions, SCA will be required.
I failed the 3D Secure authentication step. What should I do next?
We would advise to directly contact your card issuer to understand what the issue is. For security and transparency reasons, this information is not shared with us. Alternatively, you may try performing the transaction again using another credit card or select one of our other offered payment options.
Where is my order shipped from?
All Swatch orders from swatch.com/en-my/ are shipped from our facility in Switzerland
Where does Swatch deliver to?
Swatch delivers to all Malaysia addresses
When does Swatch deliver?
All Swatch deliveries are handled by Gdex and deliveries are made from Monday to Friday.
How can I check if my order has been shipped?
You will receive a notification email with a link to the Gdex website once your order has been shipped from our warehouse. You can also contact our Customer Service Department on +603 2050 8891 (From Monday – Friday 9:00AM - 5:30PM) or Email us on firstname.lastname@example.org for further assistance
What happens if I'm not home for the delivery?
If your Gdex driver is unable to deliver the shipment, you'll receive a card with your local Gdex’s contact details on, contact them and arrange another suitable time and date for them to deliver the item. https://gdexpress.com/tracking/
Where’s my order?
You may check the status of your order - at any time - by visiting https://gdexpress.com/tracking/ and entering your tracking number. You can also contact our Customer Service Department on +603 2050 8891 (From Monday – Friday 9:00AM - 5:30PM) or Email us on email@example.com for further assistance.
Returns and exchanges
What is your return/exchange policy?
If an item arrives damaged or with defects, or is not what you ordered, we will replace it free of charge as appropriate, if you return the product to us at the postal address below within 7 days after the day of receipt of the product.
How can I return my order?
Please contact us by email to inform us of your wish to return Products. We will require you to fill in the returns form and will share more details about the return procedure with you.
Can I return a product I bought in a store?
Items purchased at a Swatch corporate retail store cannot be returned or exchanged to our online service center.
Can I return my Swatch that I purchased online at a Swatch Store or a department store?
Merchandise purchased online at shop.swatch.com may not be returned at department stores.
What is the turnaround time for returns and refunds?
Refunds can take up to 14 days to process from the date that the watch is received.
How do I return a defective product?
If your merchandise has a significant defect right out of the box (e.g., the product is broken, has missing parts, etc.) or you have received the wrong merchandise, we'll be happy to exchange it. Please contact us by email to inform us of your wish to return Products. We will require you to fill in the returns form and will share more details about the return procedure with you.
Where can I purchase a replacement strap/battery/battery cover?
You may replace them by visiting a Swatch store
Can I get a replacement watch face for my Swatch?
Swatch watches are designed as sealed units, whereby opening the case to repair or replace parts is not possible. We provide a 2 year warranty for all Swatch purchases to cover any possible manufacturing fault or issues and with proof of purchase inside of this time frame we can provide a replacement.
Please see below on how to create an account on swatch.com/en-my/.
• Click on the My Account link located at the top of the homepage.
• Under the heading “New Customer” fill in the required boxes.
• Click submit to complete your account set up.
Using our site
You can search for a specific item by using the 'search' box located in the upper right-hand corner of the screen. To access detailed information about a product click on the page and detail specification tab.
When you're ready to complete your order, be sure to review all of the items you've placed in your shopping basket by clicking “My Basket” on the top right. To checkout, follow the instructions on the screen to finalise your order. You may do an express check out, create an account, or use an existing account. Click the “Proceed to checkout” button to move onto next steps.