Livrare gratuită la comenzi de peste 500 RON
Căutare

Bun venit la Asistența Consumatorilor

Title:
În cazul în care căutați răspunsuri utile, vă aflați la locul potrivit. Puteți naviga opțiunile de mai jos și afla răspunsul la întrebări în doar câteva clicuri.

    Nu ați aflat încă?

    Cele mai frecvente întrebări

    Care este statutul comenzii mele online?

    Introduceți detaliile comenzii
    Vă rugăm să introduceți detaliile comenzii, care v-au fost furnizate în e-mailul de confirmare și în factură.
    * Câmpuri obligatorii
    Numărul comenzii *
    Nume de familie *
    $(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('Numărul de comandă trebuie să conțină numai caractere alfanumerice'); messagesEN.push('Numărul de comandă trebuie să conțină numai caractere alfanumerice'); errorOccured |= true; } if (errorOccured) { return { valid: false, message: messages.join('<br/>'), message_en: messagesEN } } else { return true; } } }, notEmpty: { message: 'Vă rugăm să introduceți numărul de comandă.', message_en: 'Vă rugăm să introduceți numărul de comandă.' }, } }, '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]*$', ''))) { messages.push('Sunt permise numai litere'); messagesEN.push('Sunt permise numai litere'); errorOccured |= true; } if (!value.trim().match(new RegExp('(?:^$)|(?:^.*[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('Lungimea minimă este de 2 caractere'); messagesEN.push('Lungimea minimă este de 2 caractere'); errorOccured |= true; } if (errorOccured) { return { valid: false, message: messages.join('<br/>'), message_en: messagesEN } } else { return true; } } }, notEmpty: { message: 'Vă rugăm să vă introduceți numele de familie.', message_en: 'Vă rugăm să vă introduceți numele de familie.' }, stringLength: { message: 'Numărul de caractere pentru acest câmp trebuie să fie între 0 și 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); $(data.element).attr('aria-invalid', 'true'); // Get error messages var messages = data.fv.getMessages(data.element); // ✅ Announce error to screen readers if ($(data.element).closest('.js-advent-calendar-container').length > 0 && messages.length > 0 && window.ACC && window.ACC.adventcalendar && typeof ACC.adventcalendar.adventcalendarUpdateErrorSpanAttributes === 'function') { const selectedField = data.element.attr('id'); ACC.adventcalendar.adventcalendarUpdateErrorSpanAttributes(selectedField, true); ACC.adventcalendar.announceToScreenReader('Error: ' + messages[0]); } 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])) { $(newErrorContainer).hide(); } errorContent.append(newErrorContainer); } } } }) .on('success.field.fv', function(e, data) { /* * On success field validation, enable submit button. * Source: https://old.formvalidation.io/examples/enabling-submit-button/ */ if ($(data.element).closest('.js-advent-calendar-container').length > 0 && window.ACC && window.ACC.adventcalendar && typeof ACC.adventcalendar.adventcalendarUpdateErrorSpanAttributes === 'function') { const selectedField = data.element.attr('id'); ACC.adventcalendar.adventcalendarUpdateErrorSpanAttributes(selectedField, false); } data.fv.disableSubmitButtons(false); // ✅ Remove aria-invalid on field $(data.element).attr('aria-invalid', '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(); } };

    ฉันสามารถยกเลิกคำสั่งซื้อออนไลน์ทั้งหมดของฉันได้หรือไม่

    ความพึงพอใจของลูกค้าคือเป้าหมายสูงสุดของ Swarovski คุณสามารถคืนสินค้าที่สั่งซื้อทางออนไลน์ภายใน 14 วันหลังจากที่ได้รับสินค้า (ยกเว้นสินค้าของ Creators Lab, บัตรของขวัญ, คูปอง, สินค้าสั่งทำพิเศษ และหน้ากาก Swarovski ที่นำออกจากบรรจุภัณฑ์แล้ว) หากคุณใช้สิทธิ์ในการยกเลิกคำสั่งซื้อสินค้า Swarovski จะทำการคืนเงินตามมูลค่าสินค้าที่ชำระมาก่อนหน้านี้ โดยมีเงื่อนไขว่าจะต้องส่งคืนในประเทศที่จัดส่ง พร้อมกับบรรจุภัณฑ์เดิมของ Swarovski ทั้งนี้สินค้าดังกล่าวจะต้องอยู่ในสภาพที่ยังไม่ได้สวมใส่ ยังไม่ได้ใช้งาน และไม่มีความเสียหาย สามารถติดตามการคืนสินค้าได้ การคืนสินค้าอาจไม่มีค่าบริการ ขึ้นอยู่กับผู้ให้บริการและวิธีการคืนสินค้าที่คุณเลือก (ส่งสินค้าหรือรับสินค้าจากที่บ้าน)

    ขั้นตอนที่ 1:

    หากต้องการลงทะเบียนเพื่อคืนสินค้า โปรดไปที่ returns.swarovski.com 

    ขั้นตอนที่ 2
    แล้วปฏิบัติตามคำแนะนำเพื่อลงทะเบียนการคืนสินค้าให้เสร็จสิ้น หลังจากนั้นรับ QR Code   หรือ ฉลากแปะสำหรับการคืนสินค้า

    ขั้นตอนที่ 3
    บรรจุสินค้าที่จะส่งคืนลงในกล่องบรรจุภัณฑ์เดิม

    ขั้นตอนที่ 4
    ปฏิบัติตามคำแนะนำของผู้ให้บริการขนส่งที่คุณเลือก เพื่อทำการคืนสินค้า

    ขั้นตอนที่ 5
    เก็บหลักฐานการส่งคืนสินค้า สำหรับการติดต่อการคืนสินค้าในอนาคต

    ขั้นตอนที่ 6
    กระบวนการคืนสินค้าอาจจะใช้เวลาประมาณ 14 วันทำการ เมื่อคุณได้ทำการดำเนินการกับคืนสินค้าทางออนไลน์แล้ว คุณจะได้รับอีเมลยืนยันการส่งคืนสินค้า และจะมีการดำเนินการคืนเงินไปสู่ผู้ให้บริการการชำระเงินก่อนหน้านี้ การคืนเงินจะใช้เวลาดำเนินการภายใน 10 วันทำการ ก่อนที่จะแสดงรายการในบัญชีของคุณ ซึ่งขึ้นอยู่กับนโนบายของผู้ให้บริการการชำระเงินที่คุณใช้ก่อนหน้านี้ คุณสามารถติดตามพัสดุที่ส่งคืนสินค้าโดยใช้ลิงก์ที่ผู้ให้บริการขนส่งส่งให้

    บันทึก
    หากคุณได้รับสินค้าเป็นของขวัญ โปรดติดต่อผู้ส่งเพื่อดำเนินการส่งคืนสินค้าทางออนไลน์ หรือ ใช้ใบเสร็จแบบของขวัญ เพื่อดำเนินขั้นตอน “Return in store” ณ ร้านค้าของเรา คำสั่งซื้อทางออนไลน์ทั้งหมด สามารถคืนสินค้าได้ที่ร้านค้า Swarovski ทั้งหมดที่เข้าร่วม “Return in store” ภายในประเทศนั้น โปรดค้นหาร้านค้าที่มี "Return in store" ที่อยู่ใกล้คุณที่สุด โดยใช้โปรแกรมค้นหาร้านค้าของเรา ในกรณีการคืนสินค้าที่สั่งซื้อเป็นของขวัญ เราจะดำเนินการคืนเงินไปสู่ผู้ให้บริการการชำระเงินก่อนหน้านี้

    โปรดทราบว่าคุณไม่สามารถเลือกสินค้าทดแทน หรือ แลกเปลี่ยนสินค้าที่ซื้อผ่านช่องทางออนไลน์ได้ การคืนสินค้าที่คุณไม่ต้องการจำเป็นต้องดำเนินการตามนโยบายการคืนสินค้าของเรา โปรดสร้างคำสั่งซื้อใหม่ทางออนไลน์ เพื่อเลือกสินค้าที่ถูกต้องอีกครั้ง

    ฉันจะได้รับเงินคืนเมื่อใด

    Online Purchases 

    Return via Courier:
    Your return will be processed within 10 business days after we receive the item at our warehouse. You’ll receive a confirmation email once it's processed. Refunds may take 5–10 business days to appear in your account, depending on your payment provider.

    Returns to Store:
    Returns are processed on the same day in-store. However, refunds may take 5–10 business days to appear in your account, depending on your payment provider.

    In-Store Purchases 

    Return to Store:
    Returns are processed on the same day. Refunds may take 5–10 business days to appear in your account, depending on your payment provider.

    Unde pot găsi factura mea?

    Ca parte a angajamentului nostru față de sustenabilitate, nu mai trimitem facturi fizice împreună cu comenzile. În schimb, veți primi factura prin e-mail, împreună cu confirmarea de expediere. Acest lucru ajută la reducerea deșeurilor de hârtie și la scăderea amprentei noastre de mediu, oferind totodată un serviciu mai rapid și mai eficient. Vă rugăm să verificați căsuța de e-mail sau folderul de spam odată ce comanda dvs. a fost expediată.
    Pentru comenzile plasate în timp ce sunteți conectat la contul dvs., puteți, de asemenea, să descărcați o copie digitală a facturii imediat ce comanda este expediată, vizitând Contul Meu > Istoric comenzi. Selectați comanda relevantă pentru a accesa factura dvs.

    Pot modifica adresa de livrare?

    Nu este întotdeauna posibil să modificați adresa de livrare sau data de livrare atunci când coletul este în tranzit. Aveți posibilitatea de a planifica livrarea coletului în modul cel mai convenabil pentru dvs., utilizând portalul web al partenerilor noștri de livrare.

    Can I exchange my product?

    Online purchase
    It is not possible to exchange online purchases returned via post. All returned products will be refunded to the original payment method. Please place a new online order for the correct product.
    Or for straightforward size exchanges of the same product subject to product availability. Visit your nearest store (excluding concessions)

    Instore purchase
    Exchanges for a different size, colour or alternative product can be processed at your nearest store, subject to product availability.
    For more information on qualifying for an exchange, see our Returns policy.

    Pot anula comanda online?

    Facem eforturi să procesăm comanda dvs. și să vă expediem produsele achiziționate rapid și eficient. Anularea comenzii poate fi posibilă în termen de (aproximativ) 30 de minute de la primirea confirmării comenzii dvs.
    Pentru a anula o comandă, vă rugăm să vă logați în contul dvs. de client, apoi căutați comanda respectivă în istoricul dvs. de comenzi și apăsați pe butonul „anulare comandă”. În cazul în care anularea este încă posibilă, veți fi rugat să confirmați acțiunea. 
    Dacă butonul de anulare este inactiv, comanda dvs. nu poate fi modificată sau anulată în această etapă.

    În cazul în care ați comandat ca invitat și intervalul de 15 de minute de la primirea confirmării comenzii nu s-a încheiat, vă rugăm să ne contactați imediat telefonic sau prin chat (în timpul orelor de program) și echipa noastră de relații cu clienții va întreprinde toate eforturile pentru a vă prelucra solicitarea.

    Dacă anularea nu mai este posibilă, articolele nedorite pot fi returnate conform politicii noastre de retur. Alternativ, coletul poate fi refuzat la sosire și partenerul nostru de livrare va returna coletul la depozitul nostru, fără costuri suplimentare pentru dvs.

    Odată ce coletul ajunge în depozitul nostru, veți primi un e-mail de confirmare a returului și vi se va rambursa integral suma achitată, folosind aceeași metodă de plată utilizată pentru plasarea comenzii.

    De ce achiziția mea nu se califică pentru promoție?

    În eventualitatea în care comanda dumneavoastră nu s-a calificat pentru promoție, verificați termenii și condițiile promoției pentru a vă asigura că articolul comandat nu a fost exclus din promoție.​

    Dacă credeți că articolul dumneavoastră nu a făcut parte din excluderi, verificați pentru a vă asigura că această comanda a fost plasată pe parcursul perioadei de validitate a promoției.​

    Dacă aveți nevoie de asistență suplimentară, contactați echipa noastră de asistență pentru clienți.

    Cum pot verifica disponibilitatea produsului?

    Disponibilitatea noastră online este indicată cu butonul „Adaugă în coș”, dacă butonul nu este afișat înseamnă că nu vă putem onora comanda.​

    Pentru produse indisponibile puteți opta să primiți notificări dacă produsul revine în stoc, pentru asta, dați clic pe butonul „trimite-mi notificare"" de pe pagina cu detalii ale produsului și adăugați adresa dumneavoastră de e-mail​

    Pentru a verifica disponibilitatea în magazin, vă rugăm să urmați aceste instrucțiuni:​

    1) Selectați produsul ales în magazinul online​
    2) Pe pagina cu detaliile produsului, sub butonul „adăugă în coș” vă rugăm să selectați „Verificare disponibilitate în magazin”
    3) Adăugați locația actuală sau dorită și gata, puteți naviga opțiunile afișate.