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 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 our customer satisfaction. You may return your online order up to 14 days after receipt (except for Creators Lab products, Gift Cards and Swarovski Masks (if unpacked due to hygienic reasons). To return your order please proceed as follows:
To register your return, please go to 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 QR code or return label.
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 articles and the reason for return, with the reasons. It is very important that you include the return form with your package so that we can process your return within 24 hours of receipt.
Return the parcel according to the instructions of your chosen return carrier.
Keep the proof of return postage.
Allow approximately 14 working days for the return process. Once your online return has been processed, you will receive a return confirmation email and the refund will be processed. Refunds can take up to 10 working days to show on your account. You can track your return parcel with the link provided by the return carrier.
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" 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?
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.