Your right to change your mind
You may return any item within 14 days of receiving your order, without giving a reason. To start a return, contact us at [email protected] within that period and let us know which items you wish to send back.
Once you have told us, you have a further 14 days to ship the items to the return address we provide. Please do not send anything back before contacting us, as unannounced parcels may not be processed.
Condition of returned items
Items must be returned unused, in the same condition you received them, and in their original packaging with any accessories, links and documentation included.
You may handle and inspect an item as you would in a shop. If an item is returned showing wear beyond that, or with parts missing for reasons not caused by us, we may reduce your refund to reflect the loss in value.
Items that cannot be returned
- Gift cards.
- Items that have been personalised or made to your specification.
- Items returned after the 14-day window has closed, except where they are faulty.
Faulty or damaged items
This is separate from the 14-day return window above and lasts longer.
If an item arrives damaged, is defective, or develops a fault, contact us at [email protected] with your order number and photographs of the problem. Depending on the case we will repair, replace or refund the item, and we cover the return shipping.
Your statutory rights under consumer law are not affected by anything in this policy.
Return shipping costs
Where you are returning an item because you changed your mind, the cost of shipping it back to us is yours. Original shipping charges are refunded at the standard delivery rate; any premium or express upgrade you selected is not refunded.
Where an item is faulty, damaged or incorrect, we cover the return shipping.
We recommend using a tracked service, particularly for higher-value items. Until a parcel reaches us, it remains your responsibility, and we cannot process a refund for a return we have not received.
Refunds
Once your return arrives and has been inspected, we will email you to confirm receipt and tell you whether the refund has been approved.
Approved refunds are issued to your original payment method within 14 days of us receiving the returned item, or of you providing proof that it was sent, whichever is earlier.
Late or missing refunds
If you have not seen your refund, first check your bank or card account again, as it can take several working days to appear after we issue it. Card issuers and banks vary in how quickly they post refunds.
If more than 10 working days have passed since we confirmed the refund and it has still not arrived, contact us at [email protected].
Exchanges
We exchange items that are faulty, damaged or incorrect. Contact us at [email protected] with your order number and we will arrange it.
If you would prefer a different colour, model or size, the simplest route is to return the original item under the 14-day policy above and place a new order.
Delivery times for exchanged items vary depending on where you are.
Order cancellations
If you wish to cancel an order that has not yet shipped, contact us as soon as possible at [email protected] and we will cancel and refund it in full where we are able to do so.
Contact
Strapops
The Swatch Group (US) Inc., 800 Waterford Way, Suite 1000, Miami, FL 33126, USA
Email: [email protected]
Phone: (866) 379-2824