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/login
We work hard to process your order and get your purchases out for delivery quickly and efficiently. An order cancelation may be possible within 30 minutes (approximately) of receipt of your order confirmation.
To cancel an order, please log in to your customer account, then search the relevant order amid your order history and click the “cancel order” button. If the cancelation is still possible you will be asked to confirm the action.
If the cancelation button is greyed out inactive your order can’t be changed or canceled at this stage.
In case you ordered as a guest and you are within 30 minutes of receipt of your order confirmation, please contact us immediately via phone or chat (during opening hours) and our customer service team will do every effort to process your request.
If cancelation is no longer possible, unwanted items can 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.
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.
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 5:30pm, excluding national holidays
For security reasons, Swarovski Crystal Online 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.
This service is available to registered users of the Online Shop.
Your wish list may contain up to twenty products that may be bought later or marked as gifts ideas. Articles in your wish list can be purchased at any time by simply moving them into your Shopping Bag.
Please note that the prices of products are subject to change.
- Clear cookies.
- Clear cache
- Clear browser history
Clearing these settings can force your browser to reload the latest version of our website and helps to ensure the best possible browsing experience.
If you are still having trouble with the website, please provide us with the following information:
- URL (normally displayed at the top of the webpage and will be at least www.swarovski.com)
- Device (laptop, desktop, smartphone, tablet)
- Device Make
- Browser (chrome, internet explorer, safari, Firefox etc)
- Browser version
- The steps you took before the error appeared
- A screenshot of the error.
Orders placed from Monday to Friday 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.
Standard delivery time: 4: Business Days after processing and shipping
Standard Cost: CZK 180
Free standard shipping over: CZK 2,100
Express delivery time: 1 Business Day after processing and shipping
Express Cost: CZK 420
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 partners GLS (Standard Service) and TNT (Express Service) 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.
It is not always possible to change the delivery address or delivery date once the parcel is in transit. You might have the possibility to organise the delivery of your parcel in the most suitable way for you, by utilising our delivery partners’ web portal.
You can change country/region and language by clicking on the country/region name in the country/region selector menu.
Please check the shipping confirmation email to track your 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 neighbour.
Otherwise, please look for a notification of attempted delivery, you may find it in your letter box.
In case you cannot locate your parcel, please contact customer relations, please have your order number and tracking number to hand.
Swarovski accepts the following forms of payment for online purchases
PayPal is a safe and efficient way to pay for your order in the Swarovski online shop.
PayPal enables you to securely send payments online with your credit card, bank account or PayPal account balance.
Swarovski also offers the option to checkout with PayPal Express.
It's a fast and secure way to bypass guest checkout and purchase our products online. PayPal has all your details saved, so all it takes is an email address and password to complete your online purchase safely.
When using PayPal Express, be aware that the shipping address of your order will be auto-populated with the address you have registered on your account.
When paying with credit card, 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.
If your payment is declined, please contact your bank or financial institution for assistance.
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 fees for credit card purchases made abroad.
All prices displayed on www.swarovski.com include the appropriate taxes for countries/states/provinces where such taxes are applicable.
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.
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.
RETURNS & EXCHANGE
Swarovski's top priority is our customer satisfaction. You may return your online order up to 14 days after receipt (with the exception of Gift Cards and Swarovski Masks if unpacked due to hygienic reasons). To return your order please proceed as follows:
To register your return, please go to 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 QR code or return label.
Pack the item(s) to be returned in the original carton using the original packaging materials.
Fill in the return form and return the form with the merchandise. Include the number of returned articles and the reason for return, with the reasons. It is very important that you include the return form with your package so that we can process your return within 24 hours of receipt.
Return the parcel according to the instructions of your chosen return carrier.
Keep the proof of return postage.
Allow approximately 14 working days for the return process. Once your online return has been processed, you will receive a return confirmation email and the refund will be processed. Refunds can take up to 10 working days to show on your account. You can track your return parcel with the link provided by the return carrier.
Unwanted items would need to be returned per our returns policy.
Please place a new online order for the correct product you need.
Our returns policy covers all items (except Gift Cards and Swarovski Masks if unpacked due to hygienic reasons), including those on promotion or sale.
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
Discount and money off vouchers are entered on the shopping bag page.
If the voucher is not accepted, please check the following:
- Voucher is still in date
- Item being purchased is not excluded in the T & Cs.
- Voucher is valid for online purchases.
- You are not entering a 16 digit gift card code.
- Gift Cards
- Gift Cards are entered on step 3 of the checkout process and are considered to be a form of payment.
- If the gift card is not accepted, please check the following: - The 16 digit gift card number is entered correctly.
- The correct PIN number has been applied.
- You are not entering a money off or discount voucher code. Please note, you are only able to redeem 1 gift card per order.
To redeem your voucher code, please follow these easy steps:
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.
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 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 digit) in the appropriate field (checkout page)
- Continue with “NEXT”
- You will see a visual confirmation that your gift card has been redeemed. The price will appear adjusted.
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.
Customer service Czech RepublicTitle:
Phone: +423 (0) 399 5069