Free standard shipping over 99 EUR
Search

Welcome to Customer Service

Title:
If you are looking for helpful answers, then you are at the right place.​ You can browse through the options below and have your questions clarified in just a few clicks.

    Not yet solved?

    Most asked questions

    What is the status of my online order?

    Enter order details
    Please enter your order details, which are provided in the confirmation email and the invoice.
    * Mandatory Fields
    Order Number *
    Last name *
    $(this).closest('#orderTrackingFormConfigWrapper').find('.js-orderTrackingFormConfig') .formValidation( { autoFocus: false, framework: 'bootstrap', icon: { valid: null, invalid: null, validating: null }, fields: { 'values[orderTrackingFormDefinition_orderCode]': { trigger: 'blur', validators: { callback: { callback: function(value, validator, $field) { var messages = []; var messagesEN = []; var errorOccured = false; if ($field.attr('regexCheckDisabled') === 'true') { return true; } if (!value.trim().match(new RegExp('^[a-zA-Z0-9]*$', ''))) { messages.push('The order number must only contain alphanumerical characters.'); messagesEN.push('The order number must only contain alphanumerical characters.'); errorOccured |= true; } if (errorOccured) { return { valid: false, message: messages.join('<br/>'), message_en: messagesEN } } else { return true; } } }, notEmpty: { message: 'Please enter the order number.', message_en: 'Please enter the order number.' }, } }, 'values[orderTrackingFormDefinition_lastName]': { trigger: 'blur', validators: { callback: { callback: function(value, validator, $field) { var messages = []; var messagesEN = []; var errorOccured = false; if ($field.attr('regexCheckDisabled') === 'true') { return true; } if (!value.trim().match(new RegExp('^[. \\u3000\'\\-a-zA-Z\\u00C0-\\u00D6\\u00D8-\\u00F6\\u00F8-\\u02B8\\u0370-\\u03FF\\u1F00-\\u1FFF\\u0400-\\u052F\\u1C80-\\u1C8F\\u2DE0-\\u2DFF\\uA640-\\uA69F\\u4E00-\\u9FFF\\u3400-\\u4DBF\\u3040-\\u30FF\\uF900-\\uFAFF\\uFF66-\\uFF9F\\u1100-\\u11FF\\u3130-\\u318F\\uA960-\\uA97F\\uAC00-\\uD7FF\\u3005\\u3006\\u3024\\u3029\\u3031-\\u3035\\u0E00-\\u0E7F]*$', ''))) { messages.push('Only letters are allowed'); messagesEN.push('Only letters are allowed'); errorOccured |= true; } if (!value.trim().match(new RegExp('(?:^$)|(?:^.*[a-zA-Z\\u00C0-\\u00D6\\u00D8-\\u00F6\\u00F8-\\u02B8\\u0370-\\u03FF\\u1F00-\\u1FFF\\u0400-\\u052F\\u1C80-\\u1C8F\\u2DE0-\\u2DFF\\uA640-\\uA69F]{2}.*$)|(?:^.*[^a-zA-Z\\u00C0-\\u00D6\\u00D8-\\u00F6\\u00F8-\\u02B8\\u0370-\\u03FF\\u1F00-\\u1FFF\\u0400-\\u052F\\u1C80-\\u1C8F\\u2DE0-\\u2DFF\\uA640-\\uA69F. \\u3000\'\\-].*$)', ''))) { messages.push('Minimum length is 2 characters'); messagesEN.push('Minimum length is 2 characters'); errorOccured |= true; } if (errorOccured) { return { valid: false, message: messages.join('<br/>'), message_en: messagesEN } } else { return true; } } }, notEmpty: { message: 'Please enter a last name', message_en: 'Please enter a last name' }, stringLength: { message: 'The number of characters for this field must be between 0 and 35', message_en: 'The number of characters for this field must be between 0 and 35', min: 0 , max: 35 }, } } } } ) .on('success.field.fv', function() { /* note: we need to check if there is an error in the form, as the plugin does a validation on field level. Validating the whole form on blur of a field is no option, as the customer does not want to see error messages on all fields when entering one field. In case of an error on at least one field we disable the submit button manually */ var $form = $(this).closest('form'); if ($form.find('.form-group.has-error').length > 0) { var $button = $form.find('.js-button'); if (!$button.hasClass('disabled')) { $button.addClass('disabled'); } } }) .on('err.field.fv', function(e, data) { /* * On error field validation, enable submit button. * Source: https://old.formvalidation.io/examples/enabling-submit-button/ */ data.fv.disableSubmitButtons(false); $(data.element).attr('aria-invalid', 'true'); // Get error messages var messages = data.fv.getMessages(data.element); // ✅ Announce error to screen readers if ($(data.element).closest('.js-advent-calendar-container').length > 0 && messages.length > 0 && window.ACC && window.ACC.adventcalendar && typeof ACC.adventcalendar.adventcalendarUpdateErrorSpanAttributes === 'function') { const selectedField = data.element.attr('id'); ACC.adventcalendar.adventcalendarUpdateErrorSpanAttributes(selectedField, true); ACC.adventcalendar.announceToScreenReader('Error: ' + messages[0]); } if(data.element.closest('.form-combo-molecule').length){ /* Get the messages of field */ var messages = data.fv.getMessages(data.element); /* Get the error message content of the field */ var errorContent = data.element.closest('.form-combo-molecule').find('.errors'); /* Get the hidden error message of the field */ var errorField = errorContent.find('.swa-form-input__error-message[data-field="' + data.field + '"][style="display: none;"]'); /* Loop over the messages */ for (var i in messages) { if (errorField[1] == undefined) { var newErrorContainer = document.createElement("small"); $(newErrorContainer).attr("class", "swa-form-input__error-message swa-headline-sans--supertiny"); $(newErrorContainer).attr("data-field", data.field); $(newErrorContainer).attr("data-fv-validator", "callback"); $(newErrorContainer).attr("data-fv-for", $(data.element[0]).attr("name") ); $(newErrorContainer).attr("data-fv-result", "INVALID"); $(newErrorContainer).attr("data-tracked", "true"); $(newErrorContainer).html(messages[i]); if (errorContent.text().includes(messages[i])) { $(newErrorContainer).hide(); } errorContent.append(newErrorContainer); } } } }) .on('success.field.fv', function(e, data) { /* * On success field validation, enable submit button. * Source: https://old.formvalidation.io/examples/enabling-submit-button/ */ if ($(data.element).closest('.js-advent-calendar-container').length > 0 && window.ACC && window.ACC.adventcalendar && typeof ACC.adventcalendar.adventcalendarUpdateErrorSpanAttributes === 'function') { const selectedField = data.element.attr('id'); ACC.adventcalendar.adventcalendarUpdateErrorSpanAttributes(selectedField, false); } data.fv.disableSubmitButtons(false); // ✅ Remove aria-invalid on field $(data.element).attr('aria-invalid', 'false'); /* Remove the field messages */ $errorContent = data.element.closest('.form-combo-molecule').find('.errors'); $errorContent.find('.swa-form-input__error-message[data-field="' + data.field + '"]').remove(); $errorContent.find('.swa-form-input__error-message[data-fv-result="INVALID"]').removeAttr("style"); }) .on('success.form.fv', function() { var formId = 'orderTracking'; if (!formId || formId === 'cfRequest' || formId === 'cfResponse') { formId = 'orderTrackingFormDefinition'; } ACC.tracking.pushFormSubmit(formId); }); var replaceDatePatternWithValue = function(mandatory, fieldConfigCode, fieldConfigPattern) { var date = fieldConfigPattern.toUpperCase(); var year = $("#" + fieldConfigCode + "_year").val(); var month = $("#" + fieldConfigCode + "_month").val(); var day = $("#" + fieldConfigCode + "_day").val(); date = date.replace(/[Y]+/, year); date = date.replace(/[M]+/, month); date = date.replace(/[D]+/, day); var hiddenDateField = $('.js-' + fieldConfigCode + '_hidden'); if (mandatory) { hiddenDateField.val(date); } else { hiddenDateField.val(date == "" ? "" : date); } }; var triggerFormValidation = function(fieldId, mandatory, fieldCode, dateFormat) { replaceDatePatternWithValue(mandatory, fieldCode, dateFormat); $('.js-fieldCode').formValidation('revalidateField', 'values[fieldCode_'+ fieldId + ']'); }; var removeDateMoleculeError = function(molecule) { if(molecule.hasClass('has-error')){ molecule.removeClass('has-error'); molecule.find('.help-block').find('span').remove(); } };

    How do I return my online order?

    Online purchase
    To register your return, please returns.swarovski.com to get your return label/QR code.

    • Enter your Online order number and email address and follow the instructions to complete the return registration and receive your unique return label/QR code. 

    • Pack the item(s) to be returned in the original carton using the original packaging materials.

    • Return the parcel according  to the instructions of your chosen return carrier. Keep the proof of return and tracking details provided by your carrier.

    • Allow approximately 14 working days for the return process upon our receipt of your return. Once your Online return has been processed, you will receive a return confirmation email and the refund will be issued to the original order payment method. Refunds may take up to 10 working days to show on your account.

    Products purchased online can be returned at selected Swarovski stores (excluding concessions). Click here to discover if there is a store near you offering the service and check under store services for “Return in store”

    The item must be returned to ""return in store"" with Swarovski.com proof of purchase within 30 days after delivery/collection for a refund only. 
    The store will provide a proof of return receipt for the returned product and a refund will be issued within 10 working days.

    For more information on qualifying for a return, see our Returns policy.

    Instore purchase 
    All products must be returned within 30 days after purchase to a Swarovski store with proof of purchase. Products that have been purchased in Swarovski retail store CANNOT be returned through our online store. 

    For more information on qualifying for a return, see our Returns policy.

    When will I receive my refund?

    Online Purchases 

    Return via Courier:
    Your return will be processed within 10 business days after we receive the item at our warehouse. You’ll receive a confirmation email once it's processed. Refunds may take 5–10 business days to appear in your account, depending on your payment provider.

    Returns to Store:
    Returns are processed on the same day in-store. However, refunds may take 5–10 business days to appear in your account, depending on your payment provider.

    In-Store Purchases 

    Return to Store:
    Returns are processed on the same day. Refunds may take 5–10 business days to appear in your account, depending on your payment provider.

    Where can I find my Invoice?

    As part of our commitment to sustainability, we no longer send physical invoices with orders. Instead, you will receive your invoice via email along with your shipping confirmation. This helps to reduce paper waste and lowers our environmental footprint, while also providing a faster and more efficient service. Please check your email inbox or spam folder once your order has shipped.
    For orders placed while logged into your account, you can also download a digital copy of the invoice as soon as the order is shipped by visiting My Account > Order History. Simply select the relevant order to access your invoice.

    Can I change my delivery address?

    包裹一旦在途中,則不一定能夠更改配送地址或配送日期。您可運用我們配送夥伴的網站,讓您以最適合的方式安排配送您的包裹。

    Can I exchange my product?

    Online purchase
    It is not possible to exchange online purchases returned via post. All returned products will be refunded to the original payment method. Please place a new online order for the correct product.
    Or for straightforward size exchanges of the same product subject to product availability. Visit your nearest store (excluding concessions)

    Instore purchase
    Exchanges for a different size, colour or alternative product can be processed at your nearest store, subject to product availability.
    For more information on qualifying for an exchange, see our 退货政策.

    我能否取消我的線上訂單?

    我們致力處理您的訂單,儘快並有效率地把您訂購的貨物送出。您可以在收到訂單確認通知後約15 分鐘內取消訂單。
    要取消訂單,請登入您的客戶帳戶,然後在您的訂貨記錄裡尋找相關的訂單,並點擊「取消訂單」的按鈕。如果仍然能夠取消訂單,系統將會請您確認該動作。 
    如果取消按鈕顯示為灰色,將無法在此階段修改或取消您的訂單。

    假如您以訪客身份訂購,並在收到訂單確認通知後仍未超過15 分鐘,請立即透過致電或聊天功能(在辦公時間內)聯絡我們,我們的客戶服務團隊會盡一切所能處理您的要求。

    如果已經不能再取消訂單,您可以按照我們的退貨政策退回不需要的貨品。或者,您可以在包裹送達時拒絕收件,我們的貨運合作夥伴將會把包裹送回我們的貨倉,您不需要支付任何額外費用。

    一旦包裹到達我們的貨倉,您將會收到一封確認電郵,我們將會按照您訂貨時使用的支付方式將金額全數退還。

    為什麼促銷活動不適用於我購買的產品?

    如果促銷活動不適用於您目前的訂單,請先查閱促銷活動的條款及細則,以確保您訂購的貨品沒有被排除在促銷活動範圍之外。

    如果您相信促銷活動適用於您的貨品,請檢查是否在該促銷活動的有效期內下單。

    如您需要進一步支援,請聯絡我們的顧客服務團隊。

    我如何能夠查詢產品供應狀況?

    您可以點擊「加到購物袋」查閱產品線上供應情況。假如頁面沒有顯示此按鈕,則是因為我們目前庫存不足。

    對於缺貨產品,您可以選擇產品有存貨時收取通知。為此,請在產品資料頁面點擊「通知我」,並填寫您的電郵地址。

    請按照以下指示查看庫存:

    1) 在我們的網上商店選擇您想要的產品
    2) 前往產品資料頁面,在「加到購物袋」按鈕下方選擇「查詢店舖庫存狀況」
    3) 只需加上您目前或希望取貨的地點,就可以瀏覽頁面顯示的選項。