FAQs - eCommerce

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  • Official online store

    What happens if I buy a Swatch through an Unauthorised Retailer?

    Swatch cannot honor the warranty & policies if purchased from an unauthorised retailer. Warranty and policy claims from unathorized retailers need to be delt with directly with the retailer.

    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 Account”, Click "Sign up" and fill in the required boxes. • Click "Sign up" 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 contact Customer Service at 1-866-379-2824 (Monday – Friday 9AM - 6PM) or send an email to: connect@swatch.us 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.

    Order

    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 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 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 'Shopping Bag' icon.
    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 “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, American Express, Discover, Paypal and Affirm. 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, if you would like to do so, please contact Customer Service at 1-866-379-2824 (Monday – Friday 9AM - 6PM) or send an email to: connect@swatch.us 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?

    You may cancel your order at any time prior to the product(s) leaving the warehouse. If you would like to do so, please contact Customer Service at 1-866-379-2824 (Monday – Friday 9AM - 6PM) or send an email to: connect@swatch.us for further assistance.

    Can I place an order over the phone?

    You can place an order over the phone by calling us at 1-800-879-2824 (From Monday – Friday 8:00AM – 6:00PM) or email us at connect@swatch.us

    Payment

    What payment methods does Swatch Accept?

    The Swatch Online Store accepts Visa, MasterCard, American Express, Discover, PayPal and Affirm.

    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). 

    Delivery

    Where is my order shipped from?

    Most swatch.com orders are shipped from our U.S. facility. In very rare circumstances, certain products may be shipped directly from our facility in Switzerland.

    Where does Swatch deliver to?

    All orders on swatch.com deliver to physical addresses located in all 50 states within the U.S. We do not ship to P.O. Boxes. If an order is flagged as a P.O. Box or having an address outside of the United States, or is an address of a known freight forwarder, we will attempt to contact you to arrange delivery to an alternative address. However, if an acceptable address cannot be provided, your order will be canceled and fully refunded.

    When does Swatch deliver?

    All Swatch deliveries are handled by UPS/FEDEX/DHL and deliveries are made Monday through Friday. Some DHL deliveries may take place on Saturdays.

    How can I check if my order has been shipped?

    You will receive a notification email with a link to the UPS/FEDEX/DHL website once your order has been shipped.

    You can also contact Customer Service at 1-866-379-2824 (Monday – Friday 9AM - 6PM) or send an email to: connect@swatch.us for further assistance.

    What happens if I'm not home for the delivery?

    Most often your delivery driver will leave your package at your specified delivery address. No signature is required. If your delivery driver is unable to deliver the shipment, typically a card will be left advising when delivery will be reattempted. The card should also contain your local delivery driver’s office details in the event you need to contact them to arrange another suitable time and date for delivery of your item.

    Where’s my order?

    You may check the status of your order by visiting the relevant delivery service website (see below list) and entering your tracking number. You can also contact Customer Service at 1-866-379-2824 (Monday – Friday 9AM - 6PM) or send an email to: connect@swatch.us for further assistance.
    https://www.ups.com/track
    https://www.fedex.com/en-us/home.html
    https://webtrack.dhlglobalmail.com/

    Returns and exchanges

    What is your return/exchange policy?

    If you are unhappy with an item when you receive it, or if you simply change your mind, with the exception of personalized watches, you may return any unworn, undamaged product in its original packaging within 14 days of delivery for a full refund, minus the cost of any paid shipping upgrades.

    Please note that without prior approval from the customer service team, any orders returned outside of the 14 day return period will be sent back with no refund issued.

    Swatch and Flik Flak personalized watches (with customized design or embroidery) are excluded from the 14 day return and exchange policy with the exception of warranty cases. The sale of all Swatch X You and Flik Flak personalized watches are final.


    How can I return my order?

    If you are unhappy with an item when you receive it, or if you simply change your mind, with the exception of personalized watches, you may return any unworn, undamaged product in its original packaging within 14 days of delivery for a full refund, minus shipping costs.

    Please note that without prior approval from the customer service team, any orders returned outside of the 14 day return period will be sent back with no refund issued.

    Swatch and Flik Flak personalized watches (with customized design or embroidery) are excluded from the 14 day return and exchange policy with the exception of warranty cases. The sale of all Swatch X You and Flik Flak personalized watches are final.

    To return your item(s):

    1. Please complete the included return form and indicate a reason for your return.

    2. Carefully pack the merchandise to be returned in the original shipping container. Make sure to include this form in the box.

    3. Attach the included FedEx Return label to your package.

    4. Please ensure that the original shipping label is either covered up or removed to avoid any confusion with the shipping company.



    If you need further assistance, please give us a call at 1-866-3-SWATCH or send an email to: connect@swatch.us

    Can I return a product I bought in a store?

    You may return any unworn, undamaged merchandise purchased at a Swatch corporate retail store within 30 days for a full refund or exchange of the purchase price to any Swatch corporate retail location. Items purchased at a Swatch corporate retail store cannot be returned or exchanged to our online service center. Swatch and Flik Flak personalized watches (with customized design or embroidery) are excluded from the return and exchange policy with the exception of warranty cases. The sale of all Swatch X You and Flik Flak personalized watches are final.

    Can I return my Swatch that I purchased online at a Swatch Store or a department store?

    Merchandise purchased online at swatch.com may also be returned for an EXCHANGE only for another watch of the same value or higher to any Swatch corporate retail store. Merchandise purchased online at swatch.com may not be returned at department stores.

    What is the turnaround time for returns and refunds?

    Please allow up to 10 business days from the date that the watch is received for your return to be processed.
    If you have further questions, you can also contact Customer Service at 1-866-379-2824 (Monday – Friday 9AM - 6PM) or send an email to: connect@swatch.us.

    How do I return a defective product?

    If you are unhappy with an item when you receive it, or if you simply change your mind, with the exception of personalized watches, you may return any unworn, undamaged product in its original packaging within 14 days of delivery for a full refund, minus shipping costs.

    Please note that without prior approval from the customer service team, any orders returned outside of the 14 day return period will be sent back with no refund issued.


    Swatch and Flik Flak personalized watches (with customized design or embroidery) are excluded from the 14 day return and exchange policy with the exception of warranty cases. The sale of all Swatch X You and Flik Flak personalized watches are final.



    To return your item(s):

    1. Please complete the included return form and indicate a reason for your return.

    2. Carefully pack the merchandise to be returned in the original shipping container. Make sure to include this form in the box.

    3. Attach the included FedEx Return label to your package.

    4. Please ensure that the original shipping label is either covered up or removed to avoid any confusion with the shipping company.



    If you need further assistance, please give us a call at 1-866-3-SWATCH or send an email to: connect@swatch.us

    Replacements

    Where can I purchase a replacement strap/battery/battery cover?

    Replacement straps and batteries are available online or at any Swatch corporate retail store. If you are not within driving distance to a store, any of the stores on the list can take your order by phone as well. If you do not find a strap that you want, or for small spare parts, buckles, battery covers, and loops, please contact our Customer Service at 1-800-879-2824 (From Monday – Friday 9:00AM – 6:00PM) or email us on connect@swatch.us for further assistance.
    To purchase straps online, please click here.

    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.

    My account

    Please see below on how to create an account on store.swatch.com.

    • Click on the My Account link located at the top of the homepage.

    • Under the heading “New Account" click the "Sign up" button and fill in the required boxes.

    • Click submit to complete your account set up.

    Using our site

    Searching

    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.

    Checkout

    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 “Shopping Bag” 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 "Checkout” button to move onto next steps.

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