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, contact our Customer Service at +1 416 703 1667 or send an email to: connect@swatch.ca for further assistance.

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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(s)
By using the tabs on the top of the page you can browse shop.swatch.com by watches, collections or categories. 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.

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

You can send the watch back to our Customer Service Centre 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, if you would like to do so, please contact our Customer Service at + 1 416 703 1667 or send an email to: connect@swatch.ca for further assistance.

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. If you would like to do so, please contact our Customer Service at + 1 416 703 1667 or send an email to: connect@swatch.ca for further assistance.

For reasons of confidentiality of your bank details, it is unfortunately impossible for us to take orders by telephone.

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

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 came to full effect on 14 September 2019.  3-D Secure is considered a SCA

SCA (Strong customer Authentication) is required for transactions over C$ 180 or equivalent. Transactions under C$ 180 or equivalent, will be exempt from SCA.

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.

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

The swatch.com/en-ca Online store only ships orders within Canada.

The following shipping options are available:

1/ FedEx Economy®: delivery in 1 to 3* working days
2/ FedEx 2Day®: delivery in 1 to 2* working days in most major urban centers
3/ FedEx Standard Overnight®: next business day* delivery in most major urban centers

* Please note that delivery standards apply to items shipped between most major urban centers and are based on points of origin and destination, delivery to remote areas may take a few additional days. Delivery standards are established in working days, not calendar days. Delivery times may be extended depending on weather conditions and shipping volumes.

Orders placed Monday to Friday before noon /12PM EST (Eastern Standard Time) will be processed the same day (once fully confirmed) if the products ordered are in stock. Orders placed after noon /12PM EST (Eastern Standard Time) will be processed and shipped the next business day if products are in stock. Orders placed on weekends and public holidays will be processed and dispatched on the next working day if the products ordered are in stock.

You will receive a notification email with a link to the FedEx website once your order has been shipped.

You can also contact our Customer Service at + 1 416 703 1667 or send an email to: connect@swatch.ca for further assistance.

The FedEx driver will deliver your package to the delivery address you have indicated. A signature is required for security reasons. If your driver is unable to deliver the package, a card will be left indicating a new delivery date. Please note that you also have the option of contacting FedEx directly at + 1 416 703 1667 to arrange another delivery date or to request that the package be held for pickup at the FedEx Center.

You may check the status of your order by visiting https://www.fedex.com/en-us/home.html and entering your tracking number. You can also contact our Customer Service at + 1 416 703 1667 (Monday to Friday, 8:30 a.m. to 4:30 p.m.) or send an email to: connect@swatch.ca for further assistance.

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 order:

1. Please send us an email at connect@swatch.ca indicating the order number and the reason for the return or exchange. We will provide you with a Return Authorization (RA) number.

2. Please return the item(s) carefully packaged using the return address label on your packing slip:
DSV Air & Sea Inc.
SGCA S
2200 Yukon Court
Milton, Ontario L9E 1N5

Please note that you are responsible for the postage of unwanted items (signature service recommended). Please include your RA number.

If you need further assistance, please call us at + 1 416 703 1667 or send an e-mail to: connect@swatch.ca.

Please allow up to 5 business days from the date that the watch is received for your return to be processed. A confirmation email will be sent once your return has been processed.
If you have further questions, you can also contact our Customer Service at + 1 416 703 1667 or send an email to: connect@swatch.ca for further assistance.

In case of defective, damaged or wrongly shipped item(s), please notify our Customer Service connect@swatch.ca or + 1 416 703 1667 within 72 hours of delivery.

Please explain the issue with the product and state whether you would like a refund or an exchange. A prepaid return label will be provided for valid requests made within the adequate timeline. Items damaged due to customer abuse or negligence will not be accepted.

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 + 1 416 703 1667 or send an email to: connect@swatch.ca for further assistance.

To purchase straps online, please click here (link https://www.swatch.com/en-ca/accessories/watch-straps/) .

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 contact our Customer Service at + 1 416 703 1667 or send an email to: connect@swatch.ca for further assistance.

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 finalize 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.