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Returns

How do I return my online order?

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

Step 1: 
Return the product in its original packaging material and in its original carton. 
 
Step 2. 
Please complete the form and return it with the item. Please include the number of items to be returned and state the reason for return on the next page. 
 
Step 3. 
Call our customer service hotline at (852) 2133-1668 and our customer service specialists will arrange the return for you. 
 
Step 4. 
The item will be picked up by courier. 
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.
Once your online return has been processed, you will receive a return confirmation email and the refund will be processed.
 

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 (except Gift Cards and Swarovski Masks if unpacked due to hygienic reasons), 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 because 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.

I have lost my return label

In this case we would kindly ask you to call our customer service hotline at (852) 2133-1668 and our customer service specialists will arrange the return for you.

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.
 

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.

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