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FAQs - Online orders

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  • 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?

    This online store is an official store of Swatch. If you wish to visit our brick and mortar store, please click on our store locator to locate a Swatch store near you.
    https://shop.swatch.com/en_hk/store-locator

    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, please see the details in our Privacy & Cookies Policy.

    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 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.

    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 cannot modify an order after payment.
    If you need help, please contact us at +852-2518-9794 (Mon to Fri 10:00-17:00)
    Or email:connect@swatch.hk

    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?

    Unfortunately you would not be able to cancel an order after payment. However, you may exchange the products at any Swatch store within 14 days after receipt of the parcel, you may refer to Policy of Delivery Returns & Exchange for details.

    Can I place an order over the phone?

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

    Payment

    How can I pay for my order?

    The Swatch Online Store only accepts PayPal, 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.

    Delivery

    Where is my order shipped from?

    All Swatch orders from shop.swatch.com are shipped from our local facility.

    Where does Swatch deliver to?

    Swatch delivers within Hong Kong, except Sha Tau Kok (inside restricted area, Ta Kwu Ling, Man Kam To, Mai Po, Lok Ma Chau, Closed Area, Tung Ping Chau, Mui Wo, Lamma Island, Peng Chau, Cheung Chau, Tai O, Lantau Island and P.O. Boxes.

    When does Swatch deliver?

    We offer free standard and charged express delivery service. For standard delivery service, orders will normally be delivered within 1 to 3 business days after the date of order, and for express delivery, orders will normally be delivered in the afternoon of the date of order.  Express delivery is not available on Sunday or public holiday. An administration fee of HKD$30 will be charged for express delivery.  You may refer to Policy of Delivery Returns & Exchange for details.

    How can I check if my order has been shipped?

    You will receive a notification email once your order has been shipped from our warehouse, together with a direct link to our courier’s website for your parcel delivery status.

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

    If you miss the delivery, our courier will redeliver to the same address in the same time slot the next day and so on for a maximum of 3 times. SMS will be sent to you for the re-delivery. IF you wish to change the delivery address or delivery time slot, please call the service hotline of our courier service provider, Yamato at 2829-2222.

    Where’s my order?

    You will receive a notification email once your order has been shipped from our warehouse, together with a direct link to our courier’s website for your parcel delivery status.

    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 please return it to us within 15 days, with the invoice & return form, having taken reasonable care of it and in an unused state complete with packaging and all components, and we will refund you the price you paid for that product (excluding COD charges & Delivery cost where applicable).

    How can I return my order?

    Please contact us by email / toll free 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. Alzouman General Trading co ltd will organize for a pickup of the shipment from your location.

    Can I return a product I bought in a store?

    Items purchased at a Swatch physical store can only be returned in the physical stores. Please visit any Swatch physical stores to return for an exchange of any unworn, undamaged merchandise within 7 days from purchase by presenting the full package, warranty card and invoice. If you choose to exchange for a product of higher price, you will need to pay the difference. No refund or change will be given if the product to be exchanged is of lower price.
    You may find your nearest store using store locator: https://shop.swatch.com/en_hk/store-locator

    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 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 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?

    You may choose to refund for that product, request for a replacement by delivery or you may exchange for either the same or another product in any of our Swatch stores within 14 days upon receipt.
    If you wish to refund or redeliver, please send an email to eshop-hk@swatch.com stating exactly the details plus your personal information including name and contact phone number. We will contact you shortly for the arrangement. If you choose to exchange for a product of higher price, you will need to pay the difference. No refund or change will be given if the product to be exchanged is of a lower price.
    If you wish to exchange in our Swatch store, please bring along with you the delivery note of the order and ensure that the product is in an unused state with packaging and all components.

    Replacements

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

    Replacement straps, buckles and battery covers are available for purchase at Swatch stores. Find your nearest store: https://www.swatch.com/en_hk/store-locator

    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 Customer” 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 “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.

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