Frequently Asked Questions
In the FAQ below, you’ll find answers to the most common questions.
If you need more information, feel free to contact us, and we’ll get back to you!
Are you an authorized dealer?
No, we are not an authorized dealer.
This allows us to offer more competitive prices than traditional retail stores.
All watches we sell are 100% authentic and brand new, and every product comes with our 2-year store warranty that fully complies with EU consumer protection laws.
Some watches may not include the manufacturer’s warranty, but our store warranty provides the same level of protection for defects.
Are your watches authentic?
Yes, absolutely! All our watches are 100% genuine.
How can I contact customer support?
You can reach us via email at [email protected]. We aim to respond within 24 hours on weekdays.
What are your customer support hours?
We reply to emails Monday to Friday. Weekend inquiries will be answered on Monday.
Orders & Shopping
How do I place an order?
- Add products to your cart.
- Click “View Cart” or go to “Checkout”.
- Enter your shipping and billing details.
- Choose a delivery and payment method.
- Review and confirm your order.
Can I use a discount code?
Enter your code in the ‘Coupon’ field at checkout, located at the bottom of the checkout page, and click ‘Apply Coupon.’
Can I use multiple coupons?
No, only one coupon can be applied per order.
But don’t worry, if you have several coupons, just pick the one that gives you the best deal.
And we’ll keep surprising you with new offers regularly!
How do I know if my order is confirmed?
After placing an order, you’ll receive a confirmation email. If you don’t see it, check your spam folder or contact us.
Can I modify or cancel my order after placing it?
If your order hasn’t been processed yet, contact us as soon as possible at [email protected] or through our contact form.
Payments
What payment methods do you accept?
We accept the following payment methods:
Via Stripe:
- Credit and debit cards (Visa, Mastercard, etc.)
- Apple Pay
- Google Pay
- Klarna – Pay Later and Installment options (only for Sweden and Finland)
Via MakeCommerce (Maksekeskus):
- Local bank payments for Estonia, Latvia, Lithuania, and Finland
Via ESTO:
- Installment plans and pay-later options (Estonia, Latvia, Lithuania only)
Do all payment methods work in every country?
No. Payment options vary by country:
- Klarna available only in Sweden and Finland
- ESTO available only in the Baltics
- Local bank payments are available only in EE/LV/LT/FI
- Stripe card payments work globally, but we ship only to EE, LV, LT, FI, SE
Is my payment secure?
Yes! All transactions are securely processed using advanced encryption technologies. We do not store your credit card details.
Do you offer payment plans?
Yes, we offer several installment and pay-later options depending on your country.
For Estonia, Latvia, and Lithuania:
We provide installment payments through ESTO:
- ESTO 3 – Split into 3 equal payments with no extra fees.
- ESTO Hire-Purchase – Pay over 3 to 60 months.
- ESTO Pay Later – Pay within 30 days with no extra fees.
For Finland and Sweden:
Customers in Finland and Sweden can use Klarna for installment and pay-later options.
Delivery
Which delivery options do you offer?
- Omniva Parcel Lockers (EE, LV, LT)
- Matkahuolto Parcel Lockers (FI)
- SmartPosti Parcel Lockers (EE, LV, LT, FI)
- Venipak (EE, LV, LT)
- Unisend (EE, LV, LT)
- DPD Pickup Points (EE, LV, LT, FI, SV)
How much does shipping cost?
- Orders over 79€: Free shipping.
- Orders under 79€: Fees vary by country and delivery method (see our Delivery Policy for details).
The final price, including all shipping costs, will always be displayed at checkout before you confirm your order.
Do you ship internationally?
Currently, we ship only to Estonia, Latvia, Lithuania, Finland, and Sweden.
Warranty
Do your products come with a warranty?
Yes. All products purchased from SWISHTIME are covered by a 2-year legal warranty, starting from the day you receive your item. This warranty applies to all consumers within the European Union.
What does the warranty cover?
The warranty covers manufacturing defects, material defects, and faults in the mechanism that appear within the two-year warranty period.
If a defect is confirmed, we will provide one of the following solutions:
- Free repair
- Replacement with an equivalent product
- If repair or replacement is not possible, we will issue a full or partial refund, depending on the product’s condition and the nature of the defect.
What is not covered by the warranty?
The warranty does not cover:
- Damage caused by accidents, drops, or impacts
- Normal wear and tear (scratches, fading, strap wear, etc.)
- Damage caused by improper care or water exposure on non-water-resistant items
- Damage caused by unauthorized repairs or modifications
How do I submit a warranty claim?
Contact us at [email protected] or +372 555 108 42 with a description of the issue.
We may ask for photos or videos to speed up the evaluation.
If the product needs to be sent to us for inspection, we cover the return shipping costs for defective items.
Returns & Refunds
Can I return a product?
Yes. You have the right to return your order within 14 days of receiving it.
What are the return conditions?
- The item must be unused and in the same condition as received.
- You may inspect it as you would in a store, but signs of use may reduce the refund amount.
- The item must be returned with its original packaging.
Who pays for return shipping?
Return shipping costs are covered by the customer, unless the item is defective or incorrect.
If the product is defective, we cover the return costs.
How long does it take to get my refund?
Refunds are issued within 14 days after we receive and inspect the returned product.
Can the refund amount be reduced?
Yes. If the product shows signs of use beyond standard inspection, we may reduce the refund to reflect the diminished value.
What if the price on the website was incorrect?
If a product was listed with a significantly incorrect price due to a technical error, we may cancel the order and issue a full refund.
How do I return an item?
Step 1: Request Return (Within 14 days of delivery)
- Submit a Declaration of Withdrawal via our website, OR
- Email us at [email protected] with your order number
Step 2: Receive Return Instructions (Within 24-48 hours)
We will send you:
- Return address
- Return authorization number
- Packing instructions
- Estimated return shipping cost (for non-defective items)
Step 3: Ship the Product Back (Within 14 days of submitting request)
- Pack the item securely with all accessories
- Use trackable shipping method
- Keep your shipping receipt
Step 4: Refund Processing
- We inspect returns within 3-5 business days of receipt
- Refund issued within 14 days after approval
- You’ll receive email confirmation at each step
Where should I send my return?
We will provide the correct return address via email after receiving your Declaration of Withdrawal. Please wait for our confirmation before shipping the item back to us.
What is a Declaration of Withdrawal?
The declaration of withdrawal is a formal request to return your order and receive a refund. By submitting this form, you notify us of your decision to withdraw from the purchase within the 14-day return period.
To return a product, you can either:
- Fill out our online Declaration of Withdrawal form, OR
- Send us an email at [email protected] with:
– Your order number
– Item(s) you wish to return
– Reason for return (optional)
Both methods are equally valid.
Where can I read the full return rules?
For full details, please see our Return Policy page.
Contact & Support
How can I contact customer support?
You can reach us via email at [email protected]. We aim to respond within 24 hours on weekdays.
What are your customer support hours?
We reply to emails Monday to Friday. Weekend inquiries will be answered on Monday.
Contact Us
If you can’t find what you’re looking for in our FAQs or Help Center, feel free to reach out to us:
Email: [email protected]
Phone: +372 555 108 42