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Welcome to Customer Service

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Most asked questions

What is the status of my online order?

Enter order details
Please enter your order details, which are provided in the confirmation email and the invoice.
* Mandatory Fields
Order Number *
Last name *
$(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('The order number must only contain alphanumerical characters.'); messagesEN.push('The order number must only contain alphanumerical characters.'); errorOccured |= true; } if (errorOccured) { return { valid: false, message: messages.join('<br/>'), message_en: messagesEN } } else { return true; } } }, notEmpty: { message: 'Please enter the order number.', message_en: 'Please enter the order number.' }, } }, '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]*$', ''))) { messages.push('Please enter letters only (no full stops)'); messagesEN.push('Please enter letters only (no full stops)'); errorOccured |= true; } if (!value.trim().match(new RegExp('(?:^$)|(?:^.*[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('Minimum length is 2 characters'); messagesEN.push('Minimum length is 2 characters'); errorOccured |= true; } if (errorOccured) { return { valid: false, message: messages.join('<br/>'), message_en: messagesEN } } else { return true; } } }, notEmpty: { message: 'Please enter your last name.', message_en: 'Please enter your last name.' }, stringLength: { message: 'The number of characters for this field must be between 0 and 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(); } };

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?

Acquisto online
Per registrare il tuo reso, Politica sui resi per ottenere l’etichetta di reso/codice QR.

• Inserisci il numero dell’ordine online e l’indirizzo e-mail e segui le istruzioni per completare la registrazione del reso e ricevere l’etichetta di reso/codice QR. 

• Imballa gli articoli da restituire nel cartone originale utilizzando i materiali di imballaggio originali.

• Compila il modulo di reso e restituiscilo insieme alla merce. Includi il numero degli articoli restituiti e il motivo della restituzione. È molto importante che tu alleghi il modulo di reso al pacco per consentirci di gestire il tuo reso.

• Restituisci il pacco seguendo le istruzioni del corriere scelto per la restituzione. Conserva la prova del reso e i dati di tracciamento forniti dal corriere.

• Il processo di reso dura circa 14 giorni lavorativi dal momento in cui riceviamo il tuo reso. Non appena il tuo reso online sarà stato elaborato, riceverai un’e-mail di conferma del reso e il rimborso verrà effettuato utilizzando il metodo di pagamento originale. Potrebbero essere necessari fino a 10 giorni per l’accredito del rimborso sul tuo conto.

I prodotti acquistati online possono essere restituiti presso i negozi Swarovski selezionati (esclusi i concessionari). Clicca qui per scoprire se esiste un negozio nelle vicinanze che offre questo servizio e controlla nella sezione Servizi del negozio se è presente la voce “Reso in negozio”.

Per ottenere il rimborso con il “Reso in negozio”, l’articolo deve essere restituito con la prova d’acquisto di Swarovski.com entro 30 giorni dalla consegna/ritiro. 
Il negozio ti fornirà una ricevuta di reso per il prodotto restituito e il rimborso sarà effettuato entro 10 giorni lavorativi.

Per maggiori informazioni sulla possibilità di effettuare un reso, consulta la nostra Politica sui resi.

Acquisito in negozio
Il reso di ciascun prodotto deve essere effettuato entro 30 giorni dall’acquisto presso un negozio Swarovski mostrando la relativa prova di acquisto. I prodotti acquistati nei negozi Swarovski Retail non possono essere restituiti attraverso il negozio online. 

Per maggiori informazioni sulla possibilità di effettuare un reso, consulta la nostra Politica sui resi.

Posso cambiare il mio acquisto?

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.

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"
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 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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