FAQs - ecommerce

Swatch cannot honour the warranty & policies if purchased from an unauthorised retailer, send the watch back to the original place of purchase.

Our online store is an authorised Swatch retailer or you can click on our store locator to locate an authorised retailer near you.

• 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.

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, please call us on +61 3 8844 3300 or Email us on connect@swatch.com.au

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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.

Ordering on shop.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 shop.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 '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 Paypal. 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.

To determine your wrist size, please see our PDF here.

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.

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 on +61 3 8844 3300 or Email us on connect@swatch.com.au

You will receive an email confirmation shortly after the order has been submitted which will explain the status of your order.

You may cancel your order at any time prior to the product(s) leaving the warehouse. Please contact customer service if you would still like to do so on +61 3 8844 3300 or Email us on connect@swatch.com.au for further assistance

You can place an order over the phone by contacting one of our Swatch stores.

The Swatch Online Store only accepts PayPal, Visa and MasterCard.

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.

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). 

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.

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.

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

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.

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.

All Swatch orders from shop.swatch.com/au are shipped from Melbourne, Australia. 

Swatch delivers only to Australian addresses – Please note that we cannot send to PO Box, GPO box, Locked Bags and Parcel Locker address because deliveries require signature.

All orders over AUD$50.00 have free delivery in Australia, anything under will incur a $5.95 shipping fee. New Zealand orders are subjected to a $15 postage charge.

All Swatch deliveries are handled by Toll and deliveries are made from Monday-Friday

You will receive a notification email with a link to the Australia Post website once your order has been shipped from our warehouse. You can also use you tracking code to find out where your parcel is by visiting https://auspost.com.au/

You will receive a notification email with a link to the Australia Post website once your order has been shipped from our warehouse. You can also use you tracking code to find out where your parcel is by visiting https://auspost.com.au/

You will receive a notification email with a link to the Australia Post website once your order has been shipped from our warehouse. You can also use you tracking code to find out where your parcel is by visiting https://auspost.com.au/

Swatch does not refund due to change of mind.
If you change your mind within 14 days of purchase, we will happily offer an exchange only provided the product is unworn, tags are attached and in its original packaging and condition. Please note that for hygiene reasons, earrings (unless unopened and unworn) cannot be exchanged or refunded.
Proof of purchase must be supplied for all exchanges.
This policy does not affect your rights as a consumer under the Australian Consumer Law.

For all online orders, customers can request a refund or an exchange within 14 Days of Purchase.
Swatch can offer a direct exchange if the items are the same value, otherwise, you will need to place a new order. If you are requesting a refund, you will receive the refund back into the bank account used for the original purchase once we process the return at our Online Department.
To proceed with a refund please reach out to customer service here.

If your product was purchased online and within the 14 day return policy, please contact us by email to inform us of your wish to return Products. We will allocate you with a Returns Authorisation Code which should be included with the package to improve processing of your return. Please use a secure delivery method which requires signature and return to:

Return Authorisation Code (insert code)
The Swatch Group (Australia) Pty. Ltd.
Swatch Online Department
Level 2, 1601 Malvern Road,
Glen Iris, VIC, 3146 AUSTRALIA

Items purchased at a Swatch retail store cannot be returned to our online service centre or vice versa. 

Items purchased at a Swatch retail store cannot be returned to our online service centre or vice versa.

Refunds can take up to 30 days to process from the date that the watch was shipped to the office. 

We try to select and package the items as well as possible to ensure they arrive in good condition. However, if an item arrives damaged or with defects, or is not what you ordered, we will replace it free of charge or provide a full refund as appropriate, if you return the product to us as set out under paragraph c. below within a reasonable time.
In these circumstances we will also pay you the cost of the return postage. Please provide a proof of posting certificate or postal receipt to enable us to process the refund for your return postage costs. Please use a secure delivery method which requires signature such as and return to:
The Swatch Group (Australia) Pty. Ltd.
Swatch Online Department
Level 2, 1601 Malvern Road,
Glen Iris, VIC, 3146 AUSTRALIA

If you are unable to travel to a Swatch store we suggest contacting our customer services department in Melbourne using the following email address: swatchservice.au@swatch.com

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 store.swatch.com.
• 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.

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.