Welcome to Customer ServiceTitle:
Most asked questions
What is the status of my online order?
Can I cancel my order?
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.
How do I return my online order?
Swarovski's top priority is to satisfy all its customers.
You may return and thereby withdraw from the sales contract up to 14 days after their receipt (with the exception of Gift Cards).
If you make use of your right to cancel the purchase agreement, Swarovski will refund the paid amount for the items, provided that the items are returned in the country of delivery in an unworn, unused, and undamaged condition together with the Return Form and the original Swarovski packaging.
Step 1: Pack the item(s) to be returned in the original carton using the original packaging materials.
Step 2: Please fill in the form and return it with the merchandise. Include the number of returned articles and the reason for return, with the reasons stated as below.
Step 3: Send the photo of return form that you filled in to our customer service at Customer_Service_in@swarovski.com and our CS personnel will process your return.
Step 4: The item(s) will be picked up by courier
Can I exchange a product from my online order?
Unwanted items would need to be returned per our returns policy.
Please place a new online order for the correct product you need.
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?
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.
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