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Bem-vindo ao Customer Care (Atendimento ao Cliente)

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Najczęściej zadawane pytania

Jaki jest stan mojego zamówienia online?

Saisir les détails de la commande
Veuillez saisir les détails de votre commande. Ils sont indiqués dans l’e-mail de confirmation et dans la facture.
*Champs obligatoires
Numéro de commande *
Nom *
$(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('Le numéro de commande ne doit contenir que des caractères alphanumériques.'); messagesEN.push('Le numéro de commande ne doit contenir que des caractères alphanumériques.'); errorOccured |= true; } if (errorOccured) { return { valid: false, message: messages.join('<br/>'), message_en: messagesEN } } else { return true; } } }, notEmpty: { message: 'Veuillez saisir le numéro de commande.', message_en: 'Veuillez saisir le numéro de commande.' }, } }, '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]*$', ''))) { messages.push('Écrivez des lettres uniquement (sans points)'); messagesEN.push('Écrivez des lettres uniquement (sans points)'); errorOccured |= true; } if (!value.trim().match(new RegExp('(?:^$)|(?:^.*[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('La longueur minimum est de 2 caractères'); messagesEN.push('La longueur minimum est de 2 caractères'); errorOccured |= true; } if (errorOccured) { return { valid: false, message: messages.join('<br/>'), message_en: messagesEN } } else { return true; } } }, notEmpty: { message: 'Merci d\'entrer votre nom', message_en: 'Merci d\'entrer votre nom' }, stringLength: { message: 'Le nombre de caractères de ce champ doit être compris entre 0 et 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); 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/ */ data.fv.disableSubmitButtons(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(); } };

Kann ich meine Online-Bestellung stornieren?

Vi arbetar hårt för att behandla din beställning och se till att dina köp levereras snabbt och effektivt. Det kan vara möjligt att avbryta en beställning inom cirka 15 minuter efter att du mottagit din orderbekräftelse.
För att avbryta en beställning, var godLogga intill ditt kundkonto, sök sedan upp den aktuella ordern i din orderhistorik och klicka på“avbryt beställning”Knapp. Om det fortfarande är möjligt att avboka kommer du att bli ombedd att bekräfta åtgärden. 
Om avbokningsknappen är gråmarkerad och inaktiv kan din beställning inte avbokas.’Det går inte att ändra eller avboka i detta skede.

Om du har lagt din beställning som gäst och det är inom 15 minuter efter att du mottagit din orderbekräftelse, vänligen kontakta oss omedelbart via telefon eller chatt (under våra öppettider) så gör vår kundtjänst allt för att behandla din förfrågan.

Om det inte längre är möjligt att avbryta beställningen kan oönskade varor returneras enligt vår returpolicy.

Så snart din retur når vårt lager får du en bekräftelse via e-post och en fullständig återbetalning till samma betalningsmetod som användes vid beställningen.

Hur returnerar jag min onlinebeställning?

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.

• Fill in the return form and return the form with the merchandise. Include the number of returned items and the reason for return. It is very important that you include the return form with your package so that we can process your return.

• 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.

Can I exchange my 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) store finder.

Is International Exchange allowed?

Due to various reasons (including, without limitation, different jewelry collections in USA, Asia, Europe, and for our Travel Retail business, different taxes, different price structure, local legal requirements, logistic reasons) Swarovski does not have an international exchange or refund policy. As a result, we are thus unable to exchange, substitute, or refund products purchased abroad

Can I change my 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 to organize the delivery of your parcel in the most suitable way for you, by utilizing our delivery partners’ web portal.

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" or "Pick up in store"
3) Add your current or desired location and that's it, you can navigate through the options displayed and see what store currently hold the desired product

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 your recent order did not qualify for the promotion, please check the promotion Terms & Conditions to ensure that the item you ordered was not excluded from 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?

Swarovski runs sale promotions throughout the year, to stay up to date, we recommend signing up to our newsletter

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.​

 

 

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