Frequently Asked Questions

Order Delay Notice:

Due to high order volume, please expect delays in delivering your order. Kindly visit your order status page to track your order and delivery status or contact our Customer Care Team at if you have any concerns regarding your shipment. We appreciate your understanding.


Will I be able to shop for products listed on Swiss Watch Global in your physical stores as well?

Most of the products listed on Swiss Watch Global are exclusively sold on our website.


Will you restock sold out or unavailable products?

We will do our best to restock sold out or currently unavailable products.However, we are unable to guarantee when it will be back in stock. Hence, we encourage you to complete your purchase while stocks lasts. Certain products such as Limited Edition items will not be restocked once it is sold out.

We invite you to subscribe to our newsletter here or follow our social media platforms @SwissWatchGlobal to stay in touch with new product updates.


How do I know if the products are authentic?

Our products and offerings are expertly curated from the brands Valiram represents in the region. We guarantee all items sold on Swiss Watch Global are 100% authentic. Visit our corporate website to get to know us.


Is there any gift wrapping or gift boxing services available? Or can I request gift boxing for the products that I purchased?

Unfortunately, at this moment we do not offer any gift wrapping or gift boxing services for any purchases on Swiss Watch Global. However, we do ship our products in sustainable packaging that is 100% recyclable and biodegradable.


Why am I receiving my orders in separate parcels or deliveries?

Some of our brands may be shipped from different distribution centers due to the nature of the business and could take a longer order processing and delivery time. This may cause the product to be shipped in a separate parcel or delivery.


Can I buy online and pick up in a store?

Unfortunately, at this moment we are unable to offer store pickup as an option.


Am I able to purchase products on Swiss Watch Global from another country?

We are sorry, currently Swiss Watch Global does not offer and/or participate in cross border shipping.


Can I cancel my order or make changes to it?

Amendments or cancellations are not allowed once your order has been confirmed as we try to process orders immediately upon confirmation. However, if you require to change your delivery address, kindly contact our Customer Care Team at 1-800-81-6267 or email us at if you have any concerns.


I need help with my order- Where do I find the SKU number? What about barcode?

You may find the SKU number listed on your Order Confirmation page listed below the product’s size / color or our Product Display Page listed under SKU. The Barcode will be listed below the barcode lines/bar found on the packaging of the product received.


Payment Methods

When placing an order on, only one payment option may be used per transactional order.

You may choose to use the following payment option during checkout:

a) Credit (Visa, Mastercard & American Express)
b) Online Bank Transfer
c) eWallets (Grabpay, Boost, Touch ‘N’ Go, MCash)
d) Installment Plans (via PACE or HSBC cardholders only)
Please note: All cards are charged immediately upon placement of a successful order.

For your security, your billing name and address must match that of the credit card used for payment.

We reserve the right to cancel any order that does not match these criteria.


Can I use two payment methods to pay for a large purchase?

Unfortunately, only one payment option may be used per transactional order.
If you wish to use two different payment methods, you may split your order into two separate transaction orders that will generate two separate Order Numbers.

However, you may choose to pay via our installment plans which are available to HSBC cardholders or via PACE with 3 month interest-free installment plans. More info on PACE can be found here.


Is the payment gateway safe?

Swiss Watch Global uses the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure.

Secure Shopping Guarantee has been established for every transaction made with

If any unauthorized charges were to appear on your credit card as a result of shopping with Swiss Watch Global, you must notify your credit card provider in accordance with its reporting rules and procedures.


What should I do if my payment didn’t go through?

There could be a few reasons why your payment was unsuccessful:

a) Your connection may have dropped during checkout.
b) Your card may have been rejected.

We suggest the following :-
a) To make sure your internet connection is stable before proceeding to checkout.
b) To check with your respective bank or financial institution about why your card was rejected to rule out any possible errors on their end..
However, if the error persists, kindly reach out to us via our Customer Care Team at


What if I accidentally refreshed my browser while paying? What do I do?

Every successful Swiss Watch Global transaction will trigger a confirmation email and subsequently, an email containing a tracking number.

If you didn’t receive any of the above, please contact our Customer Care Team at for confirmation. Resubmitting your order again may result in duplicate orders.



What is your shipping policy?

Enjoy complimentary delivery on all orders shipped within Malaysia. 

All our products are shipped by local courier services and details to track your order will be provided in the Order Tracking Email once the order has shipped.

Please note: Shipping fees are non-refundable for returns.


When should I expect my products to be shipped?

You may refer below for the estimated delivery time frames for orders within Malaysia:

Peninsular Malaysia Free Shipping 7-14 Business Days
East Malaysia Free Shipping 10-14 Business Days


Please note: Business days are Monday-Friday, excluding public holidays in Malaysia.


What if I received the wrong product or defective item?

We apologise for the error and would like to correct it. 

Kindly contact our Customer Care Team at within 30 days from the date of delivery.

Before you call, please have your order number and SKU number available. Your SKU number may be found in your Order Confirmation page listed below the product size/color. If you do not know your order number, please visit our Order Tracking page to find the number in your Order History. Please be prepared with a detailed description of the difference between the product you ordered and the product you received with proof of picture (SKU number included).


What if I am missing an item from my order?

In the event of an out-of-stock product, kindly contact our Customer Care Team as soon as possible at and we will gladly refund you the amount within 10 Business Days. However, as some of our products may sit in a different distribution center, we may ship the product in a separate parcel or delivery. In this case, you may have received one or two parcels before the other, fret not, as another delivery will be made for the missing product from your original order.

If there is still a missing item in the parcel you received, please contact our Customer Care Team immediately.

Before you call, please have your order number and SKU number available. Your SKU number may be found in your Order Confirmation page listed below the product size/color. If you do not know your order number, please visit our Order Tracking page to find the number in your Order History.


What if my parcel is damaged/lost?

Please reach out to us within 24 hours if you believe your parcel is damaged, torn, or has been tampered with. If you encounter any tracking errors, kindly contact our Customer Care Team at as soon as possible.


When will I receive my tracking number?

At our distribution center, tracking numbers are assigned to packages immediately and will appear on our website along with your order information.

However, it may take up to 48 hours before the package is checked into the carrier’s tracking system. Even though your package has already shipped from our distribution center and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours. All questions regarding the status of a package with a tracking number should be directed to our Customer Care Team at


My tracking says ‘delivered’ but I never received it. What do I do?

If you encounter any tracking errors (e.g., no parcel movement or shipment delays) don’t worry! Kindly contact our Customer Care Team at as soon as possible if you have any concerns and we will try our best to help you out!.


What if I haven’t received my order after 14 business days?

We will try our best to ensure that you receive your products within 14 business days.

However, from time to time there might be a delay in deliveries due to high volume of orders or unexpected circumstances. Do contact our Customer Care Team at, if you believe that there might be an issue with your shipment.


What happens if I missed my delivery?

After 3 delivery attempts with no response or if it has exceeded 10 days from dispatch date, with no response via email, text or calls – your parcel will be released back to our warehouse and your order will be refunded back to you. However, we would be more than happy to re-deliver your product back to you! (Subject to product availability)

Take note: Return fee of RM10.00 and any additional re-delivery fee will be borne by the customer.


Why am I not receiving any SMS alerts or updates on my shipment?

Please ensure before placing your order, your contact number is correctly filled in to guarantee SMS alerts or updates can be sent to you so that the orders are delivered in a timely manner. If your contact number is incorrect, there will be a risk in delay on your order and delivery fee of RM10 may be incurred by you to reschedule the delivery to your address.

Please contact our Customer Care Team at if you have any questions regarding your shipment.


Do you ship orders to multiple addresses?

We currently do not ship orders to multiple addresses.



What are your policies on returns, exchange and refunds?

All sales purchased from this website are considered final, and are non-refundable, non-returnable or non-exchangeable after purchase due to the nature of discounted merchandise.

If you receive a damaged or defective product, you may request for a return of the affected product by calling our Customer Care Team at within 30 days of receipt of your order.

All products purchased from Swiss Watch Global must be returned unused, in original boxes and sent back to our Swiss Watch Global warehouse including all paperwork, parts and accessories to ensure a full refund to your payment method. Return fee will be borne by the customers. In-store return is not allowed for any products listed on and/or sold from Swiss Watch Global.

Once a return is initiated, our logistics provider will schedule a pick up for the defective product and you may request a return tracking number after 2 days of collection date.