Need Help With Your Order?
Every order is packed with care. If something isn't quite right, we're here to help. Below you'll find answers and step-by-step guidance for deliveries, returns, cancellations and more.
Track Your Order
Use the button below to check your order details and tracking information.
1Open tracking
Use the button below to open your customer account and view the latest tracking information for your order.
Track My Order2Delivery times
We ship parcels with track and trace. Estimated delivery times depend on the destination, local postal service, and customs processing.
3Status updates
If tracking has not updated, please allow up to 48 hours. There may be periods without new scans while your parcel is in transit, being processed by customs, or moving internationally. During busy periods, postal updates can also appear later than expected.
Cancel an Order
Need to cancel your order? Contact us as soon as possible. If your order has not been shipped yet, we will do our best to stop processing and issue a refund.
Before shipment
Send your cancellation request quickly with your order number and email address. Once an order has shipped, cancellation is usually no longer possible, but you may be able to return it after delivery.
Cancellation request
Use this form for order cancellations.
Delivery Problems
If a parcel is delayed, damaged, or contains the wrong item, these steps help us resolve it as quickly as possible.
1Delayed Delivery
- Check the latest tracking status first.
- Wait 48 hours if the status has not updated.
- Contact support if it is still delayed after that.
2Damaged Parcel
- Take photos of the outer box, packaging, and item.
- Contact us before throwing anything away.
- We will arrange a replacement or refund where applicable.
3Wrong Item Received
Send clear photos of the item and packaging, include your order number, and we will fix it quickly.
4Address Changes During Transit
Once an order is in transit, it is not possible for us to correct, change, or redirect the shipping address. Please check your shipping details carefully before placing your order.
EU 14-Day Cooling-Off Period
In accordance with EU consumer protection law, customers within the European Union have a 14-day cooling-off period.
- You must notify us within 14 days of receiving your order if you wish to return it.
- After notification, you have an additional 14 days to send the item back.
- We will refund the purchase price and the original shipping cost once the item is received in its original condition and packaging.
- The cost of return shipping is the responsibility of the customer.
Returns, Refunds & Warranty
Vintage Swatch products need clear expectations. Please review the return conditions and the warranty notes before sending anything back.
1Returns & Refunds
- Notify us within 14 days of receiving your order.
- After notification, send the item back within an additional 14 days.
- Items must be returned in their original condition and packaging.
- The purchase price and original shipping cost will be refunded after receipt and inspection.
- Return shipping is paid by the customer.
- Exchanges depend on stock availability.
2Warranty
Most vintage Swatch products have lost their original factory warranty many years ago. We check items before shipping, but age-related material fragility and perfect timekeeping are not covered as manufacturing defects.
If you believe your item has a manufacturing defect, send your order number, photos, and a short description so we can review it.
3What to include
- Order number
- Email used at checkout
- Photos or video of the issue
- A short explanation of what happened
Frequently Asked Questions
Can I change my shipping address?
Yes, before shipping. Please contact us as soon as possible, including your order number and the correct address. After the product has been shipped, the shipping address cannot be updated or changed.
How long does shipping take?
Delivery times depend on your destination and local postal service. Your tracking link will show the latest available estimate.
Can I cancel after shipping?
Usually no. Once the parcel has shipped, you may return the item after delivery if it meets the return policy conditions.
When will I receive my refund?
For valid EU returns, we will refund the purchase price and original shipping cost once the item is received and examined in its original condition. Refunds will be processed within 48 hours after receiving the parcel, using the payment method chosen during checkout.
Why has my tracking not updated?
Tracking scans can take up to 48 hours to appear, especially during international transit. Contact us if there is still no update after that time.
What should I do if my parcel arrives damaged?
Take clear photos of the outer box, packaging, and item, then contact us before disposing of anything.
How do I start a return?
Use the Start a Return button above or email support with your order number. Please wait for return instructions before sending the item.
Can I exchange an item?
Exchanges depend on stock availability. Contact support with your order number and the item you would like instead.
Contact Us
Email: contact@swatchvintage.nl
Business hours: Monday to Friday, 9:00-5.00 PM (CET)
Support for Global Clients
Ordering from outside the European Union? Find international shipping, customs, cancellation, and return guidance here.
Orders Outside Spain
Helpful guidance for customers ordering from outside the European Union.
1Shipping & Tracking
International parcels are sent with tracking. Transit times depend on your destination, local postal service, and customs processing.
Track My Order2Customs & Duties
Import taxes, customs charges, or handling fees may be collected by your country. These charges are determined by local authorities.
3Delivery Delays
Allow 48 hours for delayed tracking scans. Customs inspections can also extend the estimated delivery time.
Returns for Customers Outside the EU
Returns are generally not accepted for customers outside the European Union. Exceptions apply only if:
- You receive the wrong item.
- The product arrives broken and the damage was not disclosed in the product description before purchase.
You must notify us within 21 days of receiving your order. Once your request is approved, we will provide return instructions. The cost of return shipping is the responsibility of the customer.
For an eligible issue, please contact us within the 21-day return window.
Changes, Cancellations & Returns
Non-EU returns require prior approval and are limited to the exceptions explained above.
1Change or Cancel
If your order has not shipped, we will do our best to update or cancel it. Requests should include your order number and checkout email.
2Non-EU Return Exceptions
Returns are generally not accepted outside the EU. A return may be reviewed only for a wrong item or undisclosed breakage reported within 21 days of delivery.
3Damaged or Wrong Item
Notify us within 21 days, keep all packaging, and send photos with your order number. Approved return shipping is paid by the customer.
Global Support Request
Send your order details here and our support team will receive them through Shopify.
Before you submit
- Include the order number from your confirmation email.
- Use the same email address used at checkout.
- Non-EU return requests are reviewed only for a wrong item or undisclosed breakage.
- Notify us within 21 days of receiving the order.
- For damaged or wrong items, mention that photos are available.
- Keep packaging until your request has been reviewed.
How can we help?
Select a request type and provide the relevant order details.
Global Client FAQs
Answers for customers ordering from outside the European Union.
Are returns accepted for customers outside the EU?
Returns are generally not accepted outside the EU. Exceptions apply only if you receive the wrong item or the product arrives broken and that damage was not disclosed before purchase.
How long do I have to report an eligible return issue?
You must notify us within 21 days of receiving your order. Wait for approval and return instructions before sending anything back.
Who pays for non-EU return shipping?
The cost of return shipping is the responsibility of the customer. We recommend using a tracked shipping service and keeping proof of postage.
Will I need to pay customs duties or import taxes?
Your country may charge import taxes, customs duties, or handling fees. These charges are determined and collected by local authorities.
Why has my international tracking not updated?
International tracking scans can take up to 48 hours to update. Customs inspections and transfers between postal services can cause additional delays.
Can I cancel or change an international order?
Contact us as quickly as possible. If the order has not shipped, we will do our best to update or cancel it.
Global Client Support
Email: contact@swatchvintage.nl
Business hours: Monday to Friday, 9:00-5.00 PM (CET)