Welcome to Customer Service
Title:Swarovski Products
Your online purchase
Order status
Order
Shipping
Payment
Returns & exchange
Click & Collect
Click & Reserve
Gift Cards & Vouchers
Membership
Most asked questions
What is the status of my online order?
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。
我能如何退還線上訂購的貨品?
您可於收到訂購貨品後7日內退貨( 禮品卡、訂製、鐫刻、調整尺寸的產品除外)。
請按照以下步驟退還您訂購的貨品:
步驟 1:
貨品必須放在其原裝紙盒和原包裝物料退還。
步驟 2:
請撥打我們的客戶服務專線 +886 2 7738 1359 並註明訂單號碼、退貨數量和退貨原因。然後,我們的客戶服務專家將為您安排退貨。
"退貨原因:
1 網站上的描述不準確
2 訂購多個尺寸
3 款式不符合預期
4 有損壞
5 不喜歡顏色
6 品質未達預期
7 送貨問題
8 尺寸不合適
10 產品不正確
11 產品令人不適"
步驟 3:
該物品將由快遞公司取走。
步驟 4:
我們收到退還的貨品和退還原因後,將會透過與訂購貨品時使用的相同支付方法退還相關金額。
提醒:
如您退還的貨品為禮物,發送人將會自動獲得退款。
請記得:您不能更換從網上購買的產品。不合意的貨品需按照我們的退貨政策退回。請重新於線上訂購您需要的產品。
當系統處理您的線上退貨事宜時,您將會收到一封退貨確認電郵,我們將會處理您的退款事宜。
我是否能交換已購買的貨物?
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) store finder.
Is International Exchange allowed?
Can I change my delivery address?
How can I check product availability?
Our online availability is indicated with the "Add to bag" button, if the button isn't displayed it's because we are unable to fulfill it at the moment.
For unavailable products you may opt to receive notification if the product comes back in stock, for that please click on "notify me" button on the product details page and add your email address
To check instore availability please follow these instructions:
1) Select the product of your choice at our online shop
2) On the product details page, below the button “add to bag" please select “Check Instore Availability"
3) Add your current or desired location and that's it, you can navigate through the options displayed.
What size should I buy?
At Swarovski, we know that finding the correct size for your ring, necklace or bracelet is important. To help you find the correct size, we have created this handy guide.
Why did my purchase not qualify for the promotion?
If you believe your item was not part of the exclusions, please check to ensure that the order was placed during the promotion validity period.
If you need further support, please contact our customer service team.
Where can I find information on the current promotion?
Is my item repairable?
Please take your item, along with a proof of purchase, to your nearest Swarovski store, where they will be happy to assist and assess the item.
If a fault is found and considered to be covered by the warranty, an exchange or a repair will be offered.
If the damage is outside the scope of the warranty, then we might be able to offer a repair at cost.
You can find your nearest store using our online store finder: www.swarovski.com/store-finder
Please note, if no proof of purchase is presented, or if the item is outside of its warranty period, we may still be able to offer a repair at a charge.
Kindly note that we do not offer repair services for sunglasses.