Official Swatch Store
FAQs
COLLECTIONS
WHAT IS A COLLECTION?
WHAT IS ORIGINALS?
WHAT IS SKIN?
WHAT IS IRONY?
WHAT IS DIGITAL?
WHAT IS A BIJOUX?
WHAT IS GENT?
WHAT IS NEW GENT?
WHAT IS LADY?
WHAT IS DIAPHANE?
WHAT IS AUTOMATIC?
WHAT IS A CHRONOGRAPH?
WHAT IS CHRONO PLASTIC?
WHAT IS IRONY RETROGRADE?

GENERAL
WHERE CAN I FIND A SWATCH STORE?
WHERE IS THERE AN AUTHORIZED SWATCH DISTRIBUTOR?
WHAT IS THE LIFE SPAN OF MY NEW BATTERY?
HOW CAN I FIND THE RIGHT BATTERY FOR MY SWATCH?
HOW DO I CHANGE MY BATTERY?
ARE SWATCH WATCHES WATER-RESISTANT?
WHERE CAN I FIND MORE ABOUT THE CHRONOGRAPH FEATURES?
HOW TO CHANGE THE TIME, DATE, AND DAY?
HOW DO I DETERMINE MY WRIST OR RING SIZE?
HOW CAN I ADD OR REMOVE LINKS ON MY SWATCH?
HOW CAN I FIND A REPLACEMENT STRAP FOR MY SWATCH?
WHAT IS A QUARTZ MOVEMENT?
HOW CAN I BECOME A SWATCH CLUB MEMBER OR A SWATCH LOYALTY CLUB MEMBER?

ORDERS
WHAT FORMS OF PAYMENT ARE ACCEPTED AT SWATCH STORE.SWATCH.COM?
WHEN WILL MY CREDIT CARD BE CHARGED FOR MY PURCHASE?
WHAT IF I NEED TO CHANGE OR CANCEL MY ORDER?
CAN I SEND A WATCH AS A GIFT?
IS THE SHOPPING PROCESS SECURE?
HOW CAN I PLACE AN ORDER OVER THE PHONE?

SHIPPING
WHAT ARE YOUR SHIPPING POLICIES & FEES?
CAN I SHIP PURCHASES SEPARATELY?
DOES SWATCH STORE.SWATCH.COM SHIP INTERNATIONALLY?
HOW CAN I CHECK THE STATUS OF MY ORDER/SHIPMENT?

RETURNS AND EXCHANGES
WHAT IS YOUR RETURN/EXCHANGE POLICY?
WHAT IS THE TURNAROUND TIME FOR RETURNS AND REFUNDS?
HOW CAN I CHECK THE STATUS OF MY EXCHANGE/ REPLACEMENT?
HOW DO I RETURN A GIFT THAT WAS SENT TO ME?

REPLACEMENTS
WHERE CAN I PURCHASE A REPLACEMENT STRAP / BATTERY / BATTERY COVER?
CAN I GET A REPLACEMENT WATCH FACE FOR MY WATCH?
WHERE CAN I GET LINKS AND PINS FOR MY SWATCH?

WARRANTY
WHAT IS COVERED UNDER WARRANTY?
WHERE DO I SEND MY SWATCH FOR SERVICE?
I HAVE A SWATCH THAT IS NOT WORKING. WHAT DO I DO?

SECURITY
WHAT IS THE SWATCH SECURITY POLICY?

COLLECTIONS
WHAT IS A COLLECTION? A collection is a group of products that are associated with a particular style. Swatch has four main watch collections and many sub collections. The four main watch collections are Originals, Skin, Irony and Digital. Swatch also has a jewelry collection, Bijoux.
  • Originals are plastic watches with an artistic flair.
  • Skin watches are extremely thin and fashionable. They are the thinnest Swatch watches.
  • Irony is the Swatch collection of stainless steel, aluminium, and chronograph style watches.


WHAT IS ORIGINALS?
The original Swatch watches which began with the Swatch Gent. These watches are characterized by their innovative designs and plastic cases. Please see example here

WHAT IS SKIN?
Skin is the thinnest collection of Swatch watches ever made with 3.9mm thickness. Please see example here.

WHAT IS IRONY?
Stainless steel and aluminum wrist watches. Please see example here.

WHAT IS DIGITAL?
The Digital collection is a collection of multi-function digital watches. Please see example here.

WHAT IS A BIJOUX?
The Swatch fashion jewelry collection.

WHAT IS GENT?
The original plastic Swatch watch design. Recognized by its characteristically shaped case and amazing, fresh designs. Please see example here.

WHAT IS NEW GENT?
New Gents are the larger version of our Original Gent watches. The case size for New Gent is 41mm, while the case size for the Original Gent is 34mm. Please see example here.

WHAT IS LADY?
Swatch watches specifically designed for women. Its case is similar to the Gent but decidedly smaller and daintier. The case size for the Lady is 25mm, while the case size for the Gent is 34mm. Please see example here.

WHAT IS DIAPHANE?
The Diaphane Collection is the classic and sporty watches by Swatch. These watches are characterized by the combination of aluminum and frosted plastic making up its case. Please see example here.

WHAT IS AN AUTOMATIC?
The Swatch Automatic is a self winding mechanical watch. The power it needs to keep running is not provided by a battery but by natural kinetic energy created by motions of wearers arm. Automatic watches react more sensitively to temperature fluctuations, knocks and the way they are worn. Therefore, an automatic watch does not run as precisely as a quartz watch and inaccuracies of -5 to +40 seconds per day can arise.

WHAT IS CHRONOGRAPH?
A chronograph is a watch with a stopwatch function. This additional mechanism makes it possible to measure and record short time. By clicking on the push buttons, the hands of the chronograph (seconds, minutes, hours) can be started, stopped, or reset to zero. Please see our manual for step by step directions on the chronograph features here.

WHAT IS CHRONO PLASTIC?
The Swatch Chrono Plastic Collection presents new models that combine durable, sports-ready materials with precise quartz chrono movements and the signature bright and trendy designs that invariably set Swatch apart. The new collections trademark features include a silicon straps, ruggedized plastic case, a stylish rotating bezel, large and easy-to-use pushers and crown and sporty rough and ready straps. Please see example here.

WHAT IS IRONY RETROGRADE?
A watch with a retrograde display does not display the time in a circular fashion, as we are used to seeing.  Instead of the hands going around in a full circle, they travel along an arc, and when they get to the end, they jump back to the beginning, and so on. Please see example here.

GENERAL
WHERE IS THERE A SWATCH STORE?
To find a Swatch corporate retail store, please visit our store locator.

WHERE IS THERE AN AUTHORIZED SWATCH DISTRIBUTOR?
To find a Swatch corporate retail store, please visit our store locator.

WHAT IS THE LIFE SPAN OF MY NEW BATTERY?
Between 2- 3 years depending on the size of the battery and the function. For example, watches with the Chronograph function may have a battery life that is less than Swatch Original watches.

HOW CAN I FIND THE RIGHT BATTERY FOR MY SWATCH?
The battery number can be found on the battery itself.  In the event that you no longer have your battery, you may refer to the back of your watch case.  For more information, please see our battery list here.

HOW DO I CHANGE MY BATTERY?
To learn how to change battery for you swatch, please see our instructions here.

ARE SWATCH WATCHES WATER-RESISTANT?
Swatch watches are 'water-resistant' to 90 feet. Swatch watches are not diving watches. Every Swatch watch will remain water resistant provided that the crown, pushers, crystal, case and gaskets remain intact. (Crown and pushers must never be manipulated under water!).

WHERE CAN I FIND MORE ABOUT THE CHRONOGRAPH FEATURES?
Please see our manual for step by step directions on the chronograph features here.

HOW TO CHANGE THE TIME, DATE, AND DAY?
Please see our manual for step by step directions on how to change the time, day, and date here.

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?
To learn how to add or remove links, please see our PDF here.

Also, you can take your watch to any Swatch corporate retail store and a store representative will assist you. Additionally, you may take it to any jewelry/watch store and they may help you with adding and removing links. Please note that the jewelry/watch store may charge a small fee.

HOW CAN I FIND A REPLACEMENT STRAP FOR MY SWATCH?
The original strap that came with your watch is only available for up to two years. You can check if the original strap is available for purchase online at store.swatch.com or at one of our Swatch corporate retail stores. Swatch has other straps that may fit your watch as well. To find a strap that fits your watch, you need to measure the width (inches) of the strap of your watch where it connects to the casing of the watch. Then, compare the width (inches) of your band to our available bands for a match. You can purchase bands online at store.swatch.com or at one of our Swatch corporate retail stores.

If you have any questions or need help with finding a band, please contact Customer Service at 1-866-379-2824 or 1-800-879-2824 (from 8 AM to 7 PM EST Monday through Friday) or by Email.

WHAT IS A QUARTZ MOVEMENT?
A quartz watch uses an oscillation of quartz to define the time. In other words, quartz is a stable vibration that gives regularly impulses. All Swatch watches are made of quartz movements, except for our Automatic watches.

HOW CAN I BECOME A SWATCH CLUB MEMBER OR A SWATCH LOYALTY CLUB MEMBER?
You will be prompted to become a Swatch Loyalty Club member (U.S Only) during checkout when making a purchase on store.swatch.com. You may also join by visiting one of our Swatch corporate retail stores where a store representative will assist you.

The Swatch Loyalty Club program offers:
  • Free buffing and strap adjustments anytime just by showing your membership card (in-store only)
  • Coupons for:
    • Free Gifts
    • Exclusive Savings & Discounts
  • Pre-sale invitations

Additionally, your Swatch Loyalty Club status will allow you access to Swatch events, product launches and special in-store promotions.

For those inquiring about Swatch The Club (International), please visit www.swatchtheclub.com or you can purchase a Club watch and a membership form will be available with your Club watch.

ORDERS
WHAT FORMS OF PAYMENT ARE ACCEPTED AT SWATCH STORE.SWATCH.COM?
The Swatch Online Store only accepts PayPal, Visa, MasterCard, and American Express.

WHEN WILL MY CREDIT CARD BE CHARGED FOR MY PURCHASE?
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 IF I NEED TO CHANGE OR CANCEL MY ORDER?
You can change your order anytime before or up to the final step in the shopping process by selecting edit or cancel. An order cannot be changed after it has been submitted.

You may cancel your order if it has not been shipped from our warehouse. Please call Customer Service at 1-866-379-2824 or 1-800-879-2824 from Monday - Friday between the hours of 8AM - 7PM (EST) for further assistance.

CAN I SEND A WATCH AS A GIFT?
Yes, you can send a watch as a gift, including a gift box and card. During the checkout process, please check the available gift options to send a gift box and a message card.

IS THE SHOPPING PROCESS SECURE?
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 at 1-866-379-2824 or 1-800-879-2824 (From 8 AM to 7 PM EST Monday through Friday) or Email us.

As well, you can place an order over the phone by contacting one of our stores or by contacting our Customer Service at 1-866-379-2824 or 1-800-879-2824 from Monday - Friday between the hours of 8AM - 7PM (EST). 

HOW CAN I PLACE AN ORDER OVER THE PHONE?
You can place an order over the phone by contacting one of our stores or by contacting our Customer Service at 1-866-379-2824 or 1-800-879-2824 from Monday - Friday between the hours of 8AM - 7PM (EST).

SHIPPING
WHAT ARE YOUR SHIPPING POLICIES & FEES?
Orders are processed and shipped within 24 hours of credit card approval. Orders after 12:00 PM Eastern Standard Time on Friday will be shipped on the following business day. Orders placed on weekends and official holidays will be processed and shipped on the following business day.

SHIPPING OPTIONS
The following shipping options are available:
  • Standard Ground (Arrives within 7-10 business days)
  • 2nd Day (Arrives in 2 business days)
  • Overnight (Next business day)

Overnight Delivery:
Orders placed Monday through Thursday by 2:00 PM Eastern Standard Time and Friday by 12 PM Eastern Standard Time will be guaranteed same day shipment. Orders placed after the aforementioned times will be processed the next business day.

SHIPPING COST
Shipping charges vary depending on the package size, weight, destination and shipping method.

Shipping charges can be calculated in the shopping cart before an order is completed. To see your shipping charges before making a purchase, simply add items to your cart and fill out the appropriate fields under the "Estimate Shipping & Tax” section. Afterwards, click the “GET A QOUTE” button and you will be prompted with all the available shipping methods and their cost.  You will not be charged for an order until you have submitted your payment information.

SPECIAL NOTE:
  • We do not ship to PO Boxes.
  • Please note we only ship to U.S. addresses (Continental United States and Hawaii.)

SHIPPING ADDRESS DISCLAIMER

Your shipping address is checked by our system for security reasons and to guarantee the best delivery time. Our address verification software package is updated regularly and contains all valid addresses from the United States of America. You will be asked to change your shipping address if this address is not recognized. Should you have any problems with the address validation, please call Customer Service at 1-866-379-2824 or 1-800-879-2824 (From 8 AM to 7 PM EST Monday through Friday.) 

CAN I SHIP PURCHASES SEPARATELY?
Yes, you can send purchases separately. During the check out process, please check the available options under ship products to several addresses. 

DOES SWATCH STORE.SWATCH.COM SHIP INTERNATIONALLY?
We're sorry, at this time orders can only be shipped in the Continental United States and Hawaii. We cannot ship items to U.S territories (Guam, Puerto Rico, Northern Mariana Islands, and U.S. Virgin Islands).

HOW CAN I CHECK THE STATUS OF MY ORDER/SHIPMENT?
You may check the status of your order - at any time - by visiting our website and simply clicking on the Order Status* link on the navigation bar at the top of the screen. You can also contact our Customer Service at 1-866-379-2824 or 1-800-879-2824 (From 8 AM to 7 PM EST Monday through Friday) or by Email.

*Please note you must have an established account to view order status.

Actual delivery times will vary based on method of shipment chosen and your geographic location.

RETURNS AND EXCHANGES
WHAT IS YOUR RETURN/REFUND/EXCHANGE POLICY?
Swatch watches are laser sealed and therefore cannot be repaired, only replaced. All Swatch watches come with a two (2) year warranty on the internal movements of the watch. If such movements prove to be defective in material or workmanship under normal use, Swatch will replace your watch with the same model or a similar model free of charge. Please view our warranty policy here.

STORE.SWATCH.COM RETURN & EXCHANGE POLICY
You may return any unworn, undamaged merchandise purchased online from store.swatch.com within 30 days (no exceptions) of delivery for a full refund or exchange of the purchase price by mail. Merchandise purchased online may also be returned for an EXCHANGE at any Swatch corporate retail store. If returned by mail, you will need to pay for return shipping, but Swatch will ship any exchanged item free of charge. Shipping & handling fees are non-refundable, except for defective or wrongly shipped items. Items purchased at a Swatch corporate retail store cannot be returned or exchanged to our online service center. 

Items must be returned in their original packaging, including accessories, extra links, and anything else that came with the item. 

Batteries, straps (plastic, leather, or metal) and reduced priced items (reduced retail price, special promotions, sales etc) are considered 'Final Sale.' Final Sale items are non-refundable, non-exchangeable, and may not be redeemed for cash unless required by law, or the merchandise is damaged or defective upon delivery.

HOW TO MAKE A RETURN/EXCHANGE

All return documents (packing slip/return labels) are on the outside of the box in a plastic sleeve.
Please note: All exchanges must be equal or greater in value to the returned merchandise.  If the value of the item(s) that you wish to exchange exceeds the value of your returned item(s), you will be charged the difference.
There are two ways to make a return/exchange: By mail or at a Swatch corporate retail store.

Return/Exchange by mail

To return an item by mail, please follow the instructions on the back of your packing slip. Indicate a reason code and quantity for each item returned and note any reorder instructions.  Carefully package the merchandise to prevent damage and enclose the packing slip in the shipping carton. Affix the return label provided (on the back of the packing slip) onto the outside of the package and ship us the merchandise.  You will need to pay for return shipping.  We recommend that all returns and exchanges be sent by UPS or FedEx with a valid tracking number attached. We are not responsible for lost, stolen, broken, or damaged items during the return process. All refunds will be issued in the form of original payment.

Return Your Package To:
The Swatch Group (U.S.), Inc. 
55 Metro Way, Suite 1
Secaucus, NJ 07094

Return/Exchange to any Swatch corporate retail store

Please bring the packing slip and the merchandise in its original packaging to any Swatch corporate retail store and a store representative will assist you.  Swatch corporate retail stores can only accept returns for EXCHANGES.

To find a Swatch corporate retail store, please visit our store locator.

DEFECTIVE OR WRONG MERCHANDISE

If your merchandise has a significant defect right out of the box (e.g., the product is broken, has missing parts, etc.) or you have received the wrong merchandise, we'll be happy to exchange it. 

Please contact Customer Service at 1-866-379-2824 or 1-800-879-2824 (From 8 AM to 7 PM EST Monday through Friday) within 72 hours from the date of delivery, and at our discretion, we will promptly send you a replacement or issue you a full refund after you have returned the damaged or defective product. Items damaged due to customer abuse or negligence will not be accepted. 

You will not be charged any additional shipping fees for replacement items.

HOLIDAY ONLINE RETURN POLICY

The holiday return policy does not include returns for sale merchandise. The 30 day return policy will be extended to January 31st of the following year for online purchases made between December 1st and December 31st.

WHAT IS THE TURNAROUND TIME FOR RETURNS AND REFUNDS?
It normally takes up to two weeks from the date that the watch was shipped back to us, before your refund will post to your account.

HOW CAN I CHECK THE STATUS OF MY EXCHANGE/REPLACEMENT?
You can check the status of your replacement by contacting Customer Service at 1-866-379-2824 or 1-800-879-2824 (from 8 AM to 7 PM EST Monday through Friday) or by Email.

HOW DO I RETURN A GIFT THAT WAS SENT TO ME?
We are very sorry that your gift did not work out for you. Please note that funds can only be refunded to the original method of payment; you cannot obtain a store credit for a returned gift item. However, we can process an exchange for you. Please call our customer service at 1-866-379-2824 or 1-800-879-2824 (Monday through Friday, 8 A.M. – 7 P.M. EST) for assistance.  Please provide the order number from the packing slip that was enclosed with the item. If you do not have the order number, please provide the sender’s phone number, first and last name, or address.

REPLACEMENTS
WHERE CAN I PURCHASE A REPLACEMENT STRAP/BATTERY/BATTERY COVER?
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, please contact our Customer Service at 1-866-379-2824 or 1-800-879-2824 (From 8 AM to 7 PM EST Monday through Friday) or by Email.

To purchase straps online, please click here.

To purchase batteries online, please click here.

To find a Swatch corporate retail store, please visit our store locator.

For small spare parts, buckles, battery covers, and loops, please contact Customer Service at 1-866-379-2824 or 1-800-879-2824 (From 8 AM to 7 PM EST Monday through Friday) or by Email.

CAN I GET A REPLACEMENT WATCH FACE FOR MY WATCH?
Swatch watches are laser sealed and therefore, the plastic watch face cannot be taken off and replaced. If the plastic watch face is scratched, it can be buffed at a Swatch store or at any reputable watch repair store.

Please note: The plastic watch face is not covered under the two year warranty.

WHERE CAN I GET LINKS AND PINS FOR MY SWATCH?
For links and pins, please contact a Swatch corporate retail store or, our Customer Service at 1-866-379-2824 or 1-800-879-2824 (From 8 AM to 7 PM EST Monday through Friday) or by Email.

WARRANTY
WHAT IS COVERED UNDER WARRANTY?
THE FOLLOWING LIMITED TWO-YEAR WARRANTY APPLIES TO THE USA ONLY

Swatch watches are laser sealed and therefore cannot be repaired, only replaced. All Swatch watches come with a two (2) year warranty on the internal movements of the watch. If such movements prove to be defective in material or workmanship under normal use, Swatch will replace your watch with the same model or a similar model free of charge. This warranty is only valid with your proof of purchase from Swatch or an Authorized Swatch Distributor.

This warranty does not cover:
  • Damages to any part of the watch resulting from abnormal/abusive use, negligence, accidents (knocks, dents, crushing, broken crystal, etc.), incorrect use of the watch and non-observance of the user directions provided by Swatch Ltd.
  • Watches handled by non-authorized persons or which undergo alterations to their original condition beyond Swatch Ltd's control.

WHERE DO I SEND MY SWATCH FOR SERVICE?
If the item was purchased more than thirty days ago and falls under the two year warranty, please send it to our service center along with a copy of your proof of purchase from Swatch or an Authorized Swatch Distributor. Please read the warranty carefully before sending your watch. 

For items purchased from store.swatch.com within 30 days, please refer to our return and exchange policy.

SERVICE CENTER ADDRESS

The Swatch Group (U.S.), Inc.
C/O – Swatch Ecommerce Division
55 Metro Way, Suite 1
Secaucus, NJ 07094

I HAVE A SWATCH THAT IS NOT WORKING. WHAT DO I DO?
First, check the battery as it may need to be replaced. The normal life expectancy of a battery is 2- 3 years, although use of a Chrono function will shorten the life expectancy. A replacement battery may be obtained at store.swatch.com or at one our Swatch corporate retail stores. If it is not the battery, Swatch watches do come with a two year warranty on the internal movements of the watch. If your watch falls under the two year warranty, please send it to our service center along with a copy of your proof of purchase from Swatch or an Authorized Swatch Distributor and a replacement watch can be sent to you. Please note that we do not repair watches, only replace them.

Please remember to enclose your proof of purchase as well as a brief letter, with your contact details, stating your issue with the watch.

SERVICE CENTER ADDRESS

The Swatch Group (U.S.), Inc.
C/O – Swatch Ecommerce Division
55 Metro Way, Suite 1
Secaucus, NJ 07094

SECURITY
WHAT IS THE SWATCH SECURITY POLICY?
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. If you wish, you can place a telephone order by calling Customer Service at 1-866-379-2824 or 1-800-879-2824 (From 8 AM to 7 PM EST Monday through Friday).