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Title:Produits Swarovski
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Les questions les plus fréquemment posées
Quel est le statut de ma commande en ligne ?
Can I cancel my order?
We work hard to process your order and get your purchases out for delivery quickly and efficiently. An order cancellation may be possible within 15 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 cancellation is still possible, you will be asked to confirm the action.
If the cancellation button is greyed out inactive, your order can’t be changed or cancelled at this stage.
If you ordered as a guest and you are within 15 minutes of receipt of your order confirmation, please contact us immediately via phone or chat (during opening hours) and our customer service team will make every effort to process your request.
If cancellation 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?
Chez Swarovski, la satisfaction de notre clientèle est notre priorité absolue. Vous pouvez retourner votre commande en ligne dans un délai de 14 jours après réception (sauf pour les produits Creators Lab, les cartes cadeaux et – pour des raisons d’hygiène – les masques Swarovski, si ceux-ci ont déjà été déballés). Pour retourner votre commande, veuillez suivre les étapes suivantes:
ÉTAPE 1:
Enregistrez votre retour en allant sur la page returns.swarovski.com pour obtenir un code QR / bordereau de retour.
ÉTAPE 2:
Saisissez votre numéro de commande en ligne et votre adresse e-mail, puis suivez les instructions pour terminer l’enregistrement et recevoir votre bordereau de retour ou code QR unique.
ÉTAPE 3:
Emballez les articles à retourner dans leur emballage d’origine.
ÉTAPE 4:
Remplissez le formulaire de retour et joignez-le à votre colis. Précisez le nombre d’articles retournés ainsi que le motif de votre retour. Il est très important de joindre le formulaire de retour à votre colis pour que nous puissions traiter votre retour.
ÉTAPE 5:
Retournez le colis suivant les instructions du transporteur que vous avez choisi.
ÉTAPE 6:
Conservez la preuve d’expédition du retour.
ÉTAPE 7:
Comptez environ 14jours ouvrables pour le traitement du retour. Une fois que votre retour en ligne aura été enregistré, vous recevrez par e-mail une confirmation de votre renvoi et le remboursement sera alors effectué. Les remboursements peuvent mettre jusqu’à 10jours ouvrables avant d’être crédités sur votre compte. Vous pouvez suivre votre colis de retour par le lien fourni par le transporteur chatgé d'effectuer cette démarche.
Puis-je échanger mon achat ?
Les articles que vous ne souhaitez pas garder doivent être retournés conformément à notre politique de retours.
Veuillez passer une nouvelle commande en ligne pour recevoir le produit de votre choix.
Les échanges internationaux sont-ils autorisés ?
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.
If products are unavailable, you may opt to receive a notification if the product comes back in stock. Simply 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?
Is my item repairable?
Watches and Crystal Living
If you have a watch or crystal living piece that is in need of repair, 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 considered to be 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.
Jewellery
If your Jewellery is within the warranty period, 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 will be offered.
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 cannot proceed with applying the after-sales warranty.
Creators Lab
For Creators Lab Products sold online we are only able to accept online returns. This also applies to any returns of defective products. Please note that we might not be able to repair or replace the product. In such case, we will provide a full refund.
Kindly note that we do not offer repair services for sunglasses.