my swarovski
Country/Region
Austria
ENTER ORDER DETAILS
Please enter your order details, which are provided in the confirmation email and the invoice.
* Mandatory Fields
ORDER
CAN I EDIT MY ACCOUNT?
Please login first, afterwards in the My Account section you can access and change your personal details at any time.

CAN I RESET MY PASSWORD?
To change your password, please first click on the “LOGIN” icon. You will be taken to the My Account page, where you can then click on the link “FORGOT YOUR PASSWORD”.

Alternatively, you may click on this link to go to the login page

https://www.swarovski.com/en-AT/login/

CAN I CANCEL MY ORDER?
We work hard to process your order quickly and efficiently to get your purchases out for delivery as soon as possible. Cancellation of an order is only possible up to approximately 30 minutes from the receipt of the order confirmation email.

Please contact customer relations via Live Chat or phone to see if a cancellation is possible.

Our customer relations department is available from Monday to Friday, from 9am to 6pm, excluding national holidays

If cancellation is no longer possible, unwanted items would need to be returned per our returns policy.

Alternatively, the parcel can also be refused upon arrival and our delivery partner will return the parcel to our warehouse, with no extra charges for you. As soon as it reaches our warehouse, you will receive a return confirmation email and a full refund on the same payment method used to place the order.

CAN I ADD ITEMS TO MY ORDER?
Once an order has been successfully placed, it cannot be amended in our system.

The entire order could be cancelled up to approximately 30 minutes from the receipt of the order confirmation email. To see if cancellation is possible, please contact Customer Relations via Live Chat or phone. This would allow you to place a new order.

If cancellation was not possible, please place a new order for the additional items.

ADD A GREETING CARD/GIFT BAG
Once the order has been successfully placed, within approximately 30 minutes from the receipt of the order confirmation email, you can still contact our customer relations to see if it is possible to add a greeting card or a gift bag.

To see if it is still possible to add a greeting card or gift bag, please contact customer relations via Live Chat or phone.

Our customer relations department is available from Monday to Friday, from 9am to 6pm, excluding national holidays

ARE MY PERSONAL DETAILS SAFE?

For security reasons, Swarovski Crystal Online AG does not save credit card information. The data is immediately passed on to the company’s partner systems for payment processing.

If you believe that someone has tried to misuse your credit card, please follow the instructions of your credit card issuer immediately and contact customer relations


IS YOUR ONLINE SHOP SECURE? 
The details provided to Swarovski will not be forwarded to any third parties under any circumstances. Swarovski Crystal Online AG uses cookies to tailor its products and services. This enables the Online Shop to recognize your browser and to offer you a more personalized service. Cookies can be deactivated at any time in your browser.

WHAT IS THE WISH LIST? 
This service is available to registered users of the Online Shop. Your wish list may contain up to 20 products that may be bought later or marked as gift ideas.

Articles in your wish list can be purchased at any time and subject to availability by simply moving them into your Shopping Bag.

Please note that the prices of products are subject to change and items in the wish list are not reserved.

EXCLUSIVE MASTERPIECES?
To ensure the safe delivery of our highly valuable Crystal Myriad and licensed-in pieces, which are only crafted on demand and feature Swarovski’s exclusive Pointiage® technique, a personalized premium delivery service is included with their purchase. Your delivery will be tracked very closely, and you will be provided with detailed delivery information.

SHIPPING
SHIPPING TERMS & CONDITIONS

Orders placed from Monday to Friday by 17:00 CET will be processed and shipped the following business day.

Orders placed on weekends and public holidays will be processed and shipped two business days later.

No deliveries are made on weekends or public holidays.

 

Shipping time: 3 Business Days after processing and shipping

Shipping Cost: EUR 6.95

Free shipping over: EUR 75

Express delivery time: 1-2 Business Days after processing and shipping

Express Shipping Cost: EUR 15

 

Swarovski is unable to deliver to PO boxes or APO/FPO addresses. Items remain the property of Swarovski until receipt of final payment. Our delivery partner GLS and TNT handle all shipments in Europe.

When ordered by the last delivery dates communicated, items will usually be delivered on time. Deliveries may be delayed due to unforeseen irregularities on the part of our delivery partners. Swarovski can assume no liability in such cases.

We do not ship orders or schedule deliveries on public holidays therefore deliveries may take longer than expected during these periods.


WHAT IS SCHEDULED DELIVERY?
Order today and receive your parcel on a date and at an address of your choice. Please check available dates in the calendar displayed when choosing scheduled delivery in the checkout process. The delivery might take place one business day before/after the selected date.

CAN I CHANGE DELIVERY ADDRESS?
It is not always possible to change the delivery address or delivery date once the parcel is in transit. You might have the possibility of organizing the delivery of your parcel in the most suitable way for you, by utilizing our delivery partners’ web portal.

SHIP TO ANOTHER COUNTRY/REGION?
Delivery to another country/region is not possible. Please place the order in the online shop of the country/region where the parcel is being delivered to.

You can change country/region and language by clicking on the country/region name in the country/region selector menu.

REGIONS EXEMPT FROM DELIVERY
Deliveries to the following regions are not possible:

Helgoland Island
Büsingen

WHERE IS MY PARCEL?
If the tracking shows that your parcel has been delivered, please check if someone else at your address has accepted it; alternatively your parcel may have been left with a neighbor.

Otherwise, please look out for a notification of attempted delivery; you may find it in your mailbox.

In case you cannot locate your parcel, please contact customer relations. Please have your order number and tracking number to hand.

PAYMENT
DO ONLINE PRICES INCLUDE TAXES?
All prices displayed on www.swarovski.com include the appropriate taxes for countries/states/provinces where such taxes are applicable.

CAN I PAY BY CREDIT CARD?
Swarovski accepts:

VISA
EUROCARD
MASTERCARD
AMERICAN EXPRESS

Please fill in the required credit card details including the security code (CVC2/CVV2). Your credit card will only be debited once your order has been confirmed.

The purchase of Swarovski products takes place at Swarovski Crystal Online AG, headquartered in Switzerland. Please be aware that credit card companies may charge additional costs for credit card purchases made abroad.

WHAT IS 3D SECURE?
The 3D-Secure protocol is an additional security layer that further prevents credit card fraud for online payments.

During the checkout process, customers with a 3D-Secure credit card are asked for an authorization password that is assigned by their issuing credit card company. With this additional authentication check, security is increased for the credit card holder and the Online Shop.

The bank that issued your credit card can assist you if you are having difficulties with this process.

CAN I HAVE THE VAT REFUNDED?
All orders placed through the Swarovski Online Shop are exempt from VAT refunds. The VAT is calculated according to the tax regulations of the country of the online shop in which the order was submitted.

PURCHASE ON INVOICE
In Germany, Austria and Switzerland (incl. Liechtenstein) you can pay for our products on invoice up to a maximum value of EUR 1,000 or CHF 1,000. This is subject to the condition that the shipping address does not deviate from your billing address. After a credit check has been carried out, the maximum invoice amount may be reduced. In individual cases, the order may be rejected. You will receive your invoice along with your delivery.

Your invoice is payable immediately without deductions upon receipt of the invoice. We have assigned our claim for payment against you to net-m Privatbank 1891. For Switzerland, payolution GmbH shall act as technical service provider. We would therefore ask that you transfer the invoice amount to one of the accounts listed below.

Germany & Austria:

Recipient: net-m Privatbank 1891
IBAN: DE75700131000000150398
BIC: BVWBDE2WXXX

If you have any questions about your invoice, please contact our partners directly:

Germany:
Customer-Support Germany Payolution
Hotline: 0800 404 33 00
Email: info.paylater@paysafe.com

RETURNS
RETURNS PROCESS & POLICY

You may return ordered items up to 14 days after their receipt (with the exception of Gift Cards and customized products). Return your order as follows:

1. Remove the peel-off label attached to the Return Form.
2. Put the items you wish to return inside the parcel, together with the filled-in Return Form.
3. Stick the return label onto the parcel. If you have lost it, please return the parcel to the following address:

MS Direct Austria GmbH
c/o SWA.com Returns
Scheibenstrasse 3
AT-6923 Lauterach

4. Take the parcel to the nearest post office and post it. The label is prepaid; therefore, the return is free of charge. Make sure you get a copy of the postal receipt, for further reference.
5. After receiving the returned item(s) and Return Form, we will refund the corresponding amount on the same payment method used to place the order.

If you received the item(s) as a gift, the sender will be refunded automatically.

Please bear in mind it is not possible to replace or exchange products bought online. Unwanted items would need to be returned per our returns policy. Please place a new online order for the correct product you need.

All online returns will be accepted in all participating Swarovski Click & Collect stores. Please find your nearest Click & Collect store by using our store finder. Use the filters to find all the participating Swarovski Click & Collect stores. Once your online return has been processed, you will receive a return confirmation email and the refund will be processed.


HOW MUCH TIME DO RETURNS TAKE TO BE PROCESSED?

Once we have your return package we will register it and you will receive an email notification once return is processed. The refund transmission will then depend on the guidelines of your financial institution and it may take up to 3-7 business days for the credit to be applied to the same payment method used to place the order. The entire return and refund process may take up to 3-4 weeks from postage date.

Returns via Swarovski store:
Returns will be processed to the original payment method and will take up to 3-7 business days for the credit to be applied.


I HAVE LOST MY RETURN LABEL
In this case we would kindly ask you to send your parcel to the following address:

MS Direct Austria GmbH
c/o SWA.com Returns
Scheibenstrasse 3
AT-6923 Lauterach

Please, keep the postal receipt with you for further reference.

As soon as the return department receives your parcel, you will get a notification per email and a full refund.

It is very important to specify the order number and name, for our colleagues to identify you and register your return – you might simply put a note in the parcel with the relevant details.

CAN I EXCHANGE MY PURCHASE?
It is not possible to replace, nor exchange, returned products. Unwanted items would need to be returned per our returns policy. Please place a new online order for the correct product you need.

CAN I RETURN SALE ITEMS?

Our returns policy covers all items, including those on promotion or sale.


BUNDLE AND SET RETURN

For items which come in a single box (“normal set”), if you wish to return any of the items within the normal set, you will have to return all the items that were part of the normal set.  Swarovski will not accept returns of individual items within the normal set and will only accept returns of the entire normal set.

For bundle-promotional sets, where you enjoy a promotion or discount as a result of purchasing one or more items (e.g. buy 3 items and get 10% off each item or where savings for each product are stated), you can return any of the items purchased separately. However, in case you choose to return any items purchased as a bundled set, kindly note that Swarovski will adjust the promotional price by charging you the regular price for the remaining items that you purchased as part of the bundle. Accordingly, Swarovski will deduct from the amount to be refunded to you (i.e. the discounted price paid for the item(s) in the bundle that you have returned) the difference between the regular price and the discounted price of the remaining items in the bundle that you do not return.


GIFT CARDS & VOUCHERS
HOW DO I APPLY MY VOUCHER CODE?
Once you have selected all the items you wish to purchase, on the shopping bag page you can type the voucher code in the “ADD A VOUCHER CODE” field of the shopping bag and click on “APPLY CODE.” You will get a visual confirmation that your voucher code has been redeemed.

Please note that only one voucher can be redeemed per purchase.

Redemption as part of a SALE or other offers or promotions, as well as combining vouchers with other discounts or product vouchers, is not possible.

Orders made in the past, reduced products, Gift Cards, Annual and Limited Editions, The Swarovski Remix Collection, SCS products, and special sculptures such as the Crystal Myriad collection are excluded.

HOW DO I REDEEM MY GIFT CARD?
To redeem your gift card, please follow these easy steps:

- Add items you wish to purchase to the shopping bag

- Click on the shopping bag

- Add a gift bag or greeting card if required

- Add a discount voucher code if you have one, click “APPLY CODE”

- Click “CHECKOUT”

- Enter your billing and shipping address

- Choose the suitable delivery option

- Pay with gift card and enter your gift card code (16 digits) in the appropriate field (checkout page)

- Continue with “NEXT”

- Enter your pin code and click “REDEEM”

- You will see a visual confirmation that your gift card has been redeemed. The price will appear adjusted.

DO YOU OFFER FREE GIFTS?
Swarovski sometimes offers free gift promotions.

Free gifts are offered for a limited time or as long as stocks last. Minimum order values and other conditions apply. This information is communicated on the website during such promotions.

ENTER ORDER DETAILS
Please enter your order details, which are provided in the confirmation email and the invoice.
* Mandatory Fields
DO YOU NEED HELP?

CUSTOMER SERVICE
Opening Hours
Mon - Fri
9:00 - 18:00
Phone
+43 (0) 5224 500 7715