FAQs
FAQs - collections
What is a collection?
A collection is a group of watches that share a common theme or design.
What are BIG BOLD watches?
BIG BOLD watches are our biggest watches. Inspired by modern streetwear, these watches have a striking 47mm diameter case and thick hour and minute hands. They are available in a wide variety of designs, colors and materials including Bioceramic and stainless steel.
What is BIJOUX?
BIJOUX is the name of our jewelry product line.
What are SKIN watches?
SKIN watches are our thinnest watches. Light and comfortable to wear, these minimalist designs are available in different materials including stainless steel (SKIN IRONY) and Bioceramic.
What are IRONY watches?
IRONY watches are made of aluminum or stainless steel. From chronographs (IRONY CHRONO) to automatic watches, IRONY watches come in a wide range of classic yet contemporary designs with different finishes, strap types and case sizes.
What are GENT watches?
GENT watches feature one of our signature watch shapes with a diameter of 34 mm.
What are NEW GENT watches?
NEW GENT watches are a slightly larger version of the GENT watches with a diameter of 41 mm.
What are LADY watches?
LADY watches feature one of our signature watch shapes. They are like the GENT watches but slightly smaller and daintier with a diameter of 25 mm.
What are CHRONO watches?
CHRONO watches refer to our chronographs made from durable, sports-ready materials built to withstand the challenges of competitive or nature sports. They feature precise quartz chrono movements, are incredibly light, and come in a wide range of bright, trendy designs.
What are MAXI watches?
MAXI watches are unique, extra-large version of the GENT watches. They measure 2 m 10 cm in length.
What is SISTEM51?
Swatch SISTEM51 is our signature movement. Launched in 2013, it is the first and only automatic mechanical movement whose production is entirely automated. It consists of 51 parts assembled in 5 modules including only one screw fixing the transparent oscillating weight. It has a 90-hour power reserve, and thanks to a NivachronTM hairspring it is anti-magnetic, ensuring high precision. The movement in all SISTEM51 watches is visible thanks to a transparent caseback. This gives the watches an unconventional aesthetic and unique design concept where the front of each watch tells the time, and the back tells the story. SISTEM51 watches are available in a wide variety of materials, designs, and colors.
What are Swatch THE EYES?
Swatch THE EYES are our sunglasses product line. Inspired by our offbeat design philosophy, the first sunglasses released had a uniquely designed base allowing the wearer to change the clip-on frame to suit his/her mood. Subsequent sunglasses produced, featured fixed frames with the same zany color combinations.
What is Swatch X You?
Swatch X You is a collection of unique designs that can be used to create a customized watch. Using the Swatch X You configurator, customers can position the designs in an almost unlimited number of ways, choose the color of the watch mechanism and even add a personalized message on the back of the case.
What is Swatch Pay?
Swatch Pay is a contactless payment feature, approved by Mastercard and VISA, present in a selection of Swatch watches. Swatch Pay watches have an NFC chip which allows the user to create a virtual card they can link to a physical card. Once activated, a Swatch Pay watch can be used to make contactless payments.
What is the Bioceramic WHAT IF? Collection?
The Bioceramic WHAT IF? Collection is a collection consisting of different models that reinterpret one of the very first square Swatch prototypes from 1982. Swatch’s innovative Bioceramic material makes the unique design of the watches in this collection possible.
What is the Bioceramic MoonSwatch Collection?
Created in collaboration with OMEGA, the Bioceramic MoonSwatch Collection, is a playful down-to-earth take on OMEGA's iconic Speedmaster Moonwatch. First launched in 2022 with eleven models in rare colors, the collection was expanded to include additional models.
What is the Bioceramic Scuba Fifty Fathoms Collection?
Created in collaboration with Blancpain, the Bioceramic Scuba Fifty Fathoms Collection honors Blancpain’s Fifty Fathoms, the first true diver’s watch. First launched in 2023 with five watches, the collection was expanded to include additional models. Each one is powered by the the SISTEM51 mechanical movement, celebrates an ocean and a colorful animal known as nudibranch.
FAQs - ecommerce
FAQs - ecommerce
Official retailers
What happens if I buy a Swatch from an unauthorized retailer?
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.
How do I find a Swatch retail store or official retail partner?
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.
How can I create a customer account?
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.
Is my personal data protected?
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.
Order
How can I view my previous orders?
Click on the My Account symbol at the top right of our website. Then, click on “My Orders” to list all your past orders.
How can I make an order?
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.
Can I still change my order after paying?
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 support@helpall0rder.com Monday to Friday 8:30 am–noon and 1:30 pm – 5 pm.
How do I know if my order has been processed?
You’ll receive a confirmation from us by e-mail shortly after you place your order.
Can I cancel my order?
Get in touch with us immediately by calling the Swatch Online Team on support@helpall0rder.com Monday to Friday 8:30 am–noon and 1:30 pm – 5 pm.
How do I find a specific watch?
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.
How do I find the circumference of my wrist?
Click HERE and print out the page in A4 size. Using it, you can measure the circumference of your wrist.
Can I remove or add individual links in my watch bracelet?
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.
Payment methods
How can I pay for my order?
In our online store, we accept PayPal, TWINT, Apple Pay, Visa/Mastercard Postfinance Card, Visa, Mastercard and invoice payment (Klarna).
Is my personal data protected?
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.
When is my credit card charged?
Orders are only processed after your credit card has been verified. Your card is only charged definitively when your order leaves our warehouse.
What does 3-D Secure mean and how does it work?
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.
How does 3-D Secure protect me?
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.
I have never been asked for 3-D Secure identification before. Why now?
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.
Why am I not always asked for 3-D Secure when buying online?
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.
3-D Secure authentication has failed. What should I do next?
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.
Delivery
From where will my order be shipped?
All orders made in the online store are sent from our logistics center in Biel.
Where does the Swatch Switzerland online store deliver to?
The Swatch Switzerland online store only delivers to delivery addresses in Switzerland and Liechtenstein. Deliveries are not made to international addresses.
When does Swatch deliver orders?
Our orders are delivered by our contracted partner, POST CH AG, from Monday to Friday.
How can I check the status of my order?
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.
What happens if I’m not at home during a delivery attempt?
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
Returns and exchanges
Am I able to return my purchase?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.
How can I send goods back?
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: support@helpall0rder.com
Can I return items to the Swatch online store when I purchased them from the Swatch retail store or a Swatch retail partner?
Items purchased from a Swatch retail store or Swatch retail partner cannot be returned to the Swatch online store.
Can I return items to a Swatch retail store or Swatch retail partner when I purchased them from the 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.
How long does it take to receive my refund?
It can take a few days until we refund you the purchase amount. We strive to return your money as quickly as possible.
How can I return a defective product?
If you have received a defective item, get in touch with us either by e-mailing the Swatch Online Team at support@helpall0rder.com Monday to Friday 8:30 am – noon and 1:30 pm – 5 pm.
Replacement parts
How can I order replacement parts such as batteries, straps or battery covers?
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.
FAQs - after-sales
FAQs - after-sales
How do I find the right battery for my Swatch?
You can find the battery number on the battery itself. If you no longer have your battery, you can also look on the back of the watch case. For more information, please consult our battery directory.
How do I change my battery?
To change the battery of your Swatch, you can bring your watch to any Swatch retail store and our staff will assist you. The list of retail stores can be found under “Find a store.”
What can I do if I wish to adjust my metal bracelet?
You have three options:
You can take the watch to a Swatch retail store. You can find a list of retailers here.
You can take your watch to a Swatch retail partner near you, although charges may apply.
Alternatively, you can send the watch to an official Swatch customer center near you. You can find a list of all Swatch customer centers here.
For security reasons, we recommend that you do not put the brand name “Swatch” on the outside of your package.
Please include a letter explaining exactly what needs to be done. In addition, you should note your contact information such as phone number and e-mail address.
Where can I get a replacement band, battery or battery cover?
Replacement bands and clasps, replacement batteries and battery covers are available at any Swatch retail store. You can find a list of stores via the Store Locator. Another option is to contact a customer center near you directly. Our online store does not take any orders by phone.
My watch does not work. What should I do?
First check the battery. It may need to be replaced. The normal life of a battery is two to three years. However, using the chronograph functions can shorten it. A replacement battery can be obtained from one of the contacts listed below, and instructions for replacing the battery can be found in these FAQs. If it’s not the battery, you can take your watch to a Swatch retail store or send it directly to a customer center with a copy of your receipt or a warranty card stamped by the retailer.
You can send the watch to an official Swatch customer center near you. A list of all Swatch customer centers can be found under the customer service link in the menu bar on the right-hand side of this page.
For security reasons, we recommend that you do not put the brand name “Swatch” on the outside of your package.
Please always remember to include a letter explaining exactly what needs to be done. In addition, never forget your contact information.
Where can I find a Swatch retail store?
You can find your nearest official Swatch retailer via our Store Locator.
Where can I learn more about the chronograph functions?
For more information, check the User Manuals section in the Customer Service page.
How can I change the time, date and day?
For more information, check the User Manuals section in the Customer Service page.
How can I determine the circumference of my wrist?
Find out how to determine the circumference of your wrist in our PDF file.