FAQs - ecommerce

If you buy the watch from an unauthorized retailer, that watch won’t be covered by our warranty. You’ll have to contact the original seller for warranty claims.

Our online store is an authorized Swatch retailer. You can also click on “Find Store” on our website to find an authorized retailer near you.

Click on the My Account symbol at the top right of our website. Click on “New account” and fill out the information. After, click on “Sign up” to create your account.

Swatch puts great value on the security of your credit card information when you make an online order. When you shop at Swatch, you shop in a secure mode with SSL encryption—the internet’s standard for secure transactions. This ensures that your orders are encrypted when you submit them to Swatch.

Click on the My Account symbol at the top right of our website. Then, click on “My Orders” to list all your past orders.

Ordering from our online store is fast and easy:

1. Find your favorite item
Using the menu bar at the top of the page, you can look for watches, collections, and jewelry. You can also search for a specific item by using the search bar at the top right corner of the screen. To get detailed information about an item, click on the relevant picture and you’ll be given all the information about it.

2. Shopping basket
To put a product in your shopping basket, simply click on the button “Add to Shopping Basket.”
You can adjust the quantity in your shopping basket or completely remove items at any time, for the latter click on the trash can symbol.
You can view your shopping basket at any time by clicking on the shopping bag symbol at the top right corner of the screen. This lets you add, modify or remove items whenever you please.

3. Finish your order
When you’re ready to place your order, check all the items you’ve put in your shopping basket. To check out, follow the instructions on the screen so that you can complete your order. You can choose if you want to create an account or order as a guest, or you can use an existing account. Click on the “Proceed to Payment” button to continue to the next steps.

4. Delivery and billing
Enter your delivery and/or billing details and then choose a delivery and payment method. We accept Visa, MasterCard, PostFinance Card, PostFinance E-Finance, Twint, Paypal and invoice payment (swissbilling). If you pay by credit card, enter the card number without any spaces or hyphens.

5. Finalize your order
Check all the information you entered and make any changes before clicking on the “Place Order” button. A confirmation page showing your order number is displayed when you’ve completed your order. We also send you an e-mail with your order confirmation and another when your order is shipped. Please note that we’re unable to change or cancel an order once it has been finalized. So, make sure that your order is correct before you send it to us to fulfill. If we receive your order before 4 pm, it’ll be delivered within 1–3 working days.

You can’t change your order after you’ve paid for it. Get in touch with us for this, either by e-mailing the Swatch Online Team at connect@swatch.ch or by calling +41 32 321 21 42 Monday to Friday 8:30 am–noon and 1:30 pm – 5 pm.

You’ll receive a confirmation from us by e-mail shortly after you place your order.

Get in touch with us immediately by calling the Swatch Online Team on +41 32 321 21 42 Monday to Friday 8:30 am–noon and 1:30 pm – 5 pm.

No, we don’t allow this for security reasons. If you have questions before placing an order, you’re welcome to give us a call: +41 32 321 21 42 from Monday to Friday, 8:30 am – noon and 1:30 pm – 5 pm.

You can use the search bar at the top right by clicking on the magnifying glass symbol. To get more detailed information after that, simply click on the picture of the item. Alternatively, click on “Watches” then “All Watches.” A filter will then be displayed to refine your search.

Click HERE and print out the page in A4 size. Using it, you can measure the circumference of your wrist.

You can specify the desired bracelet size during the order process, and the shortened bracelet parts will be delivered with your order. If the size doesn’t fit, you can send the watch back to us to get the links adjusted to the size you need or you can go to an official Swatch retail store with your receipt to get the bracelet adjusted free of charge.

In our online store, we accept PayPal, TWINT, Apple Pay, Visa/Mastercard Postfinance Card, Visa, Mastercard and invoice payment (Klarna).

You can find all the information about Klarna under the following link:
https://www.swatch.com/en-ch/klarna.html

Swatch puts great value on the security of your credit card information when you make an online order. When you shop at Swatch, you shop in a secure mode with SSL encryption—the internet’s standard for secure transactions. This ensures that your orders are encrypted when you submit them to Swatch.

Orders are only processed after your credit card has been verified. Your card is only charged definitively when your order leaves our warehouse.

3-D Secure is an additional security mechanism for online credit and debit card transactions, commonly known as “Verified by Visa” for Visa, “SecureCode” for Mastercard and so on. The system authenticates the cardholder before a transaction can take place. In this process, the cardholder is redirected to the browser of the bank that issued the card. The bank then confirms that the cardholder is authorized to use the card and the online purchase is completed.

3-D Secure provides an extra layer of security by asking you for an additional authentication step when making a purchase online. This helps protect against online fraud by verifying that the customer making the online purchase is the rightful owner of the credit/debit card being used.

The revised Payment Services Directive (PSD2) is an EU directive that requires Strong Customer Authentication (SCA) for the majority of electronic payments. This directive came into effect on September 14, 2019. 3-D Secure is considered a form of SCA.

Strong Customer Authentication (SCA) is required for transactions over €30 or equivalent value in CHF. Transactions under €30 or equivalent value in CHF are exempt from SCA. However, the issuing bank will track the amount of the payments made. SCA is still required if the total amount to be posted on the card is more than €100 or every five transactions.

We recommend contacting the card issuer directly to determine the problem. For security and transparency reasons, this information will not be shared with us. Alternatively, you can try to rerun the transaction using a different credit card or select one of the other payment options we offer.

All orders made in the online store are sent from our logistics center in Biel.

The Swatch Switzerland online store only delivers to delivery addresses in Switzerland and Liechtenstein. Deliveries are not made to international addresses.

Our orders are delivered by our contracted partner, POST CH AG, from Monday to Friday.

After your order has been transferred to POST CH AG by our logistics center, you’ll receive an e-mail with a link to track your order. Please note: Tracking information is usually only available on the afternoon of the next day.

Normally, packages are shipped by A Mail and delivered to your parcel box. If you wish to have the delivery signed for, then please call us and tell us this immediately during your order. If there is an unsuccessful attempt at a signed-for delivery, you’ll find a pick-up notice from POST CH AG in your mailbox. The package will be held at your post office for several days. If the pick-up deadline passes, POST CH AG will return the package to us.

If you don’t like an item, you can return the order within 14 days of receiving the goods. To get a refund of the purchase price, the returned items must be in a perfect, unworn condition. Please send us the items with all associated components such as packaging, protective foil, strap/bracelet links and the delivery note or a copy of the delivery note (if you wish to keep an item from the order). Personalized products (SwatchXYou, Flik Flak) cannot be returned.

You can send back items free of charge. Each package contains a product return form and a shipping label prepaid by us.
To send your order back, use the product return form enclosed in the package and the prepaid shipping label. If you have misplaced these documents, you can send back the package to this address:
Swatch AG
Marché Suisse Stock
c/o Swatch Group Services Ltd.
Längfeldweg 119
2504 Biel/Bienne

E-mail: connect@swatch.ch
Phone: +41 32 321 21 42

Items purchased from a Swatch retail store or Swatch retail partner cannot be returned to the Swatch online store.

Items purchased from the online store can be exchanged for another item of the same value exclusively at one of our Swatch retail stores within a period of 14 days.

It can take a few days until we refund you the purchase amount. We strive to return your money as quickly as possible.

If you have received a defective item, get in touch with us either by e-mailing the Swatch Online Team at connect@swatch.ch or by calling +41 32 321 21 42 Monday to Friday 8:30 am – noon and 1:30 pm – 5 pm.

You can find matching straps on our website by navigating to the “Watches” section then “Watch Straps.” For all other replacement parts, we recommend visiting one of our Swatch retail stores or retail partners.