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DELIVERY RETURNS AND EXCHANGE

We offer standard and express delivery service.  Unless otherwise advised, for standard delivery service, orders will normally be delivered within 1 to 3 business days (subject to a maximum of 30 days) after the date of order, and for express delivery, orders will normally be delivered inthe  afternoon of the date of order (subject to a maximum of 7 days after the date of order).  Express delivery is only applicable to order placed before certain specific hour in the morning, and express delivery is not available on Sunday or public holiday).

We are pleased to advise that there will be free standard delivery on all orders placed on this website. An administration fee of HKD$30 will be charged for express delivery.

All orders on the Swatch Online Store are being shipped by Yamato Logistics (HK) LTD. 

Please take note that all orders require a signature upon receipt.

 

Returns and Exchange

We believe that you will be delighted with the products you purchase on this website but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible and these terms do not affect your rights under the laws of Hong Kong SAR. 

We will try to attend to all returns as soon as practically possible.

a. Unwanted Products

- Our policy is to ensure that you are satisfied every time you place an Order with Swatch. If you are unhappy with an item when you receive it or if you simply change your mind please send your request to eshop-hk@swatch.com within 14 days from the day on which you receive it, to exchange for a product of any value (lower or higher) at specific Swatch stores. If you choose to exchange for a product of higher price, you will need to pay the difference. However, if you choose to exchange for a product of lower price, the difference would not be refunded.Except faulty products, each order is only exchangeable once.

You must take reasonable care of the unwanted product and in an unused state complete with packaging and all components.  If you fail to return the product completes with packaging and all components, we may refuse your exchange request.  

- Certain products and services are excluded from this returns and exchange policy, including watch parts or accessories of the watch.

- This does not affect your rights under the law of Hong Kong SAR. 

b. Faulty Products

- We try to select and package the items as well as possible to ensure they arrive in good condition. However, if an item arrives damaged or with defects, or is not what you ordered, we will replace it free of charge or provide a full refund as appropriate, if you send your request to eshop-hk@swatch.com within 14 days from the day of receipt. 

- In these circumstances you may choose to exchange the product(s) at specific Swatch stores, or we may arrange courier service for the pickup of the faulty product(s) and deliver the same product(s) in good condition. If you would like to cancel the order, we may arrange courier service to pick up the faulty products and provide a full refund.
- This does not affect your rights under the law of Hong Kong SAR.  


c. Returning or Exchanging Unwanted or Faulty Products

- Please contact us by e-mail (eshop-hk@swatch.com) to inform us of your wish to return or exchange Product(s). We shall inform you the arrangement and a dedicated Returns Authorisation Code in the reply e-mail.

Please properly package the returning product(s), accessories, warranty certificate(s) and delivery note, attaching the completed return form and the Returns Authorisation Code.  
We will process your return request within 2 working days upon receipt of your application and make respective arrangement.

You may choose to exchange for a product of any value (lower or higher) at specific Swatch stores, or for faulty product, you may choose to return it back to us and receive a full refund. The arrangement for exchanging or returning the product(s) will be included in the e-mail responding to your return application.
You will be responsible for the returned product(s) until they reach us. 

This document is available in English and Chinese versions.  The English version of this document prevails to the extent of any inconsistency between the English and the Chinese versions.