FAQ

At Swiss Watch Dealer, we take great care to ensure your order arrives safely, securely, and on time. Please review the details below to understand how our shipping, delivery, and local pickup options work for both Australian and international customers.

1. Domestic Shipping (Australia)

For our complete shipping policy including costs, timeframes, and international shipping details, please visit our Shipping Policy page.

We ship Australia-wide using trusted express couriers such as DHL and Ferrari.

• Delivery typically takes 1–4 business days, depending on your location.
• Once your order is dispatched, you will receive a tracking number via email.
• All deliveries are fully insured for loss or damage during transit.

Shipping Costs:

• Free of charge for local pickup (see details below).
  Flat shipping fee: AUD $350 including GST for all Australian deliveries.
• All shipping costs include full insurance for peace of mind.

Important Notice: Shipping charges are non-refundable, even if an item is returned.

2. Local Pickup (Sydney Store)

If you prefer to collect your purchase in person, we offer local pickup from our Sydney boutique.

How It Works:

1. Place your order online and pay in full or make a deposit to reserve your selected watch.
2. Once payment is received, you will receive an order confirmation email and receipt.
3. Orders can only be released once all funds have cleared in our bank account.
4. If you choose to pay a deposit online, the remaining balance must be paid in full upon collection at our Sydney store.
5. When collecting your order, please bring:
   • The credit card used for your online payment, and
   • A valid driver’s licence or government-issued photo ID.
6. Our team will verify that the name on the ID matches the cardholder to confirm ownership of the payment and to help prevent fraud or processing errors.

Important Notice: Once a deposit is paid, your selected watch will be secured and reserved exclusively for you. Please note that all deposits are strictly non-refundable.

Pickup Timing & Availability:

• Orders are usually ready for pickup by the next business day after your deposit payment.
• You will be notified via email or SMS once your item is ready for collection.
• Pickup is available Monday to Friday, 9:00 am – 5:00 pm or Saturday, 2 PM – 5 PM (excluding public holidays).
• We do not offer same-day pickup unless specifically stated on the product page.

3. Deposit, Refund & Warranty Terms

For our complete return and refund policy, please visit our Return & Refund Policy page.

• Your deposit secures your order under the following conditions:
  • If the product is in stock, your deposit will reserve the item for a maximum of 14 days from the purchase date. If the remaining balance is not paid in full within 14 days, the deposit will be forfeited automatically.
  • If the product is not in stock and is purchased as a pre order, your deposit will secure the order for a maximum of 30 days from the purchase date. If the remaining balance is not paid in full within 30 days, the deposit will be forfeited automatically.
• We do not offer refunds or exchanges for a change of mind.
  This policy complies with the Australian Consumer Law (ACCC), which allows businesses to refuse refunds or exchanges for a change of mind.
• All watches sold by Swiss Watch Dealer are covered by the manufacturer’s or brand’s official warranty.
  If a watch is defective, damaged, or faulty, it will be repaired or replaced under the warranty terms provided by the manufacturer.
• Warranty claims are handled in accordance with the brand’s official service procedures.

4. Used / Pre-Owned Watches

For our complete return and refund policy, please visit our Return & Refund Policy page.

This section applies only to Used / Pre-Owned timepieces.

Return Eligibility:

• Returns are accepted only if the watch is in exactly the same condition as sold, with no signs of wear or alteration.
• The return must be requested and shipped within 24 hours of receiving your order.
• All original packaging, documentation, and accessories must be included.

Refunds:

• Approved returns will be refunded to the original payment method.
• Shipping fees are non-refundable.
• Return shipping is the buyer’s responsibility and must include full insurance for the item’s value.

How to Arrange a Return:

1. Contact us within 24 hours of receiving your order to request authorisation.
2. Once approved, repackage the watch securely in its original condition and materials.
3. Ship it back to us using a reputable insured courier service.
4. Once received and inspected, we will confirm your refund or rejection based on the item’s returned condition.

5. International & Interstate Shipping

We ship worldwide to most major destinations. All international and interstate shipments are fully insured against loss, theft, or damage during transit.

Shipping Costs:

• All international shipping costs are the buyer’s responsibility.
• Insurance is already included in the quoted shipping cost.
  In case of loss or damage, we will assist in lodging a claim with the carrier or insurer.

Customs & Duties:

• Import duties, taxes, and customs fees (if any) are payable by the customer.
• Please check your country’s import regulations before placing an order.
• Some carriers may contact you directly to settle duties prior to delivery.

6. Order Processing

• Orders are processed within 1 business day (excluding weekends and public holidays).
• If there are any unexpected delays, such as stock shortages or customs inspections, we’ll notify you immediately.

7. Tracking & Delivery Issues

• Tracking details will be emailed once your order has been shipped.
• If a parcel is returned due to an incorrect address or failed delivery, redelivery costs will apply.