Enter order details
Please enter your order details, which are provided in the confirmation email and the invoice.
* Mandatory Fields
Order Number *
Last name *
ORDER
Can I edit my account?
Please login first, afterwards in the My Account section you can access and change your personal details at any time.

CAN I RESET MY PASSWORD? 

To change your password, please first click on the “LOGIN” icon. You will be taken to the My Account page, where you can then click on the link “FORGOT YOUR PASSWORD”.

Alternatively, you may click on this link to go to the login page https://www.swarovski.com/login


CAN I CANCEL MY ORDER?
We work hard to process your order quickly and efficiently to get your purchases out for delivery as soon as possible, cancelation of an order may be possible if you contact by phone or live chat within 30 minutes of receipt of your order confirmation.

Please do not send an E-Mail or use the contact form if you need to cancel your order as the time taken for us to receive your message will mean that the order is already being processed by our warehouse and cancellation will not be possible.

Our Customer Relations Department is available from Monday to Friday, from 9am to 6pm, excluding bank holidays. If cancelation is no longer possible, unwanted items would need to be returned per our returns policy.

If cancelation is no longer possible, unwanted items would need to 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.

CAN I ADD ITEMS TO MY ORDER? 
Once an order has been successfully placed, it cannot be amended in our system.

The entire order could be cancelled up to approximately 30 minutes from the receipt of the order confirmation email.

To see if cancellation is possible, please contact customer relations via Live Chat or phone. This would allow you to place a new order.

If cancellation was not possible, please place a new order for the additional items.

ADD A GREETING CARD/GIFT BAG

Once the order has been successfully placed, within approximately 30 minutes from the receipt of the order confirmation email, you can still contact our customer relations to see if it is possible to add a greeting card or a gift bag.

To see if it is still possible to add a greeting card or gift bag, please contact customer relations via Live Chat or phone.

Our customer relations department is available from Monday to Friday, from 9am to 5:30pm, excluding national holidays


ARE MY PERSONAL DETAILS SAFE?

For security reasons, Swarovski Crystal Online does not save credit card information. The data is immediately passed on to the company’s partner systems for payment processing.

If you believe that someone has tried to misuse your credit card, please follow the instructions of your credit card issuer immediately and contact customer relations.


IS YOUR ONLINE SHOP SECURE? 
The details provided to Swarovski will not be forwarded to any third parties under any circumstances.

Swarovski Crystal Online AG uses cookies to tailor its products and services. This enables the Online Shop to recognize your browser and to offer you a more personalized service. Cookies can be deactivated at any time in your browser.

WHAT IS THE WISH LIST? 

This service is available to registered users of the Online Shop.

Your wish list may contain up to twenty products that may be bought later or marked as gifts ideas. Articles in your wish list can be purchased at any time by simply moving them into your Shopping Bag.

Please note that the prices of products are subject to change.


WEBSITE ISSUE
If you are having issues with the functionality of our website, before contacting our support team, please taking the following steps:
  1. Clear cookies.
  2. Clear cache
  3. Clear browser history
As every browser has different ways to clear these settings, please ensure you follow the correct instructions for your browser.

Clearing these settings can force your browser to reload the latest version of our website and helps to ensure the best possible browsing experience.

If you are still having trouble with the website, please provide us with the following information:
  • URL (normally displayed at the top of the webpage and will be at least www.swarovski.com)
  • Device (laptop, desktop, smartphone, tablet)
  • Device Make
  • Browser (chrome, internet explorer, safari, Firefox etc)
  • Browser version
  • The steps you took before the error appeared
  • A screenshot of the error.

This information will help us narrow down the cause of the problem, which will in turn speed up the resolution.

EXCLUSIVE MASTERPIECES?
To ensure the safe delivery of our highly valuable Crystal Myriad and licensed-in pieces, which are only crafted on demand and feature Swarovski’s exclusive Pointiage® technique, a personalized premium delivery service is included with their purchase. Your delivery will be tracked very closely, and you will be provided with detailed delivery information.

SHIPPING
SHIPPING TERMS & CONDITIONS
Orders placed from Monday to Friday 17:00 CET will be processed and shipped the following business day.


Orders placed on weekends and public holidays will be processed and shipped two business days later.


No deliveries are made on weekends or public holidays.


Standard delivery time: 5-6: Business Days after processing and shipping
Standard Cost: EUR 6.95
Free standard shipping over: EUR 75


Express delivery time: 1 -2 Business Day after processing and shipping
Express Cost: EUR 15


Swarovski is unable to deliver to PO boxes or APO/FPO addresses.


Items remain the property of Swarovski until receipt of final payment.


Our delivery partners GLS (Standard Service) and TNT (Express Service) handle all shipments in Europe.


When ordered by the last delivery dates communicated, items will usually be delivered on time. Deliveries may be delayed due to unforeseen irregularities on the part of our delivery partners. Swarovski can assume no liability in such cases.


We do not ship orders or schedule deliveries on public holidays therefore deliveries may take longer than expected during these periods.

WHAT IS SCHEDULED DELIVERY?
Order today and receive your parcel on a date and at an address of your choice. Please check available dates in the calendar displayed when choosing scheduled delivery in the checkout process. The delivery might take place one business day before/after the selected date.

CAN I CHANGE 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 organise the delivery of your parcel in the most suitable way for you, by utilising our delivery partners’ web portal.


SHIP TO ANOTHER COUNTRY/REGION?
Delivery to another country/region is not possible. Please place the order in the online shop of the country/region where the parcel is being delivered to.

You can change country/region and language by clicking on the country/region name in the country/region selector menu.

Regions exempt from delivery

Deliveries to the following regions are not possible:
 

Madeira

Azores


WHERE IS MY PARCEL?

Please check the shipping confirmation email to track your parcel

If the tracking shows that your parcel has been delivered, please check if someone else at your address has accepted it, alternatively your parcel may have been left with a neighbour.

Otherwise, please look for a notification of attempted delivery, you may find it in your letter box.

In case you cannot locate your parcel, please contact customer relations, please have your order number and tracking number to hand.


PAYMENT
What payment methods can I use?

Swarovski accepts the following forms of payment for online purchases

Visa
Visa Electron
Mastercard
American express
Diners Club
Alipay
Paypal
Google pay

PayPal
PayPal is a safe and efficient way to pay for your order in the Swarovski online shop.
PayPal enables you to securely send payments online with your credit card, bank account or PayPal account balance.

Swarovski also offers the option to checkout with PayPal Express.
It's a fast and secure way to bypass guest checkout and purchase our products online. PayPal has all your details saved, so all it takes is an email address and password to complete your online purchase safely.
When using PayPal Express, be aware that the shipping address of your order will be auto-populated with the address you have registered on your account.

Credit Cards
When paying with credit card, please fill in the required credit card details including the security code (CVC2/CVV2).

Your credit card will only be debited once your order has been confirmed.
If your payment is declined, please contact your bank or financial institution for assistance.

The purchase of Swarovski products takes place at Swarovski Crystal Online AG, headquartered in Switzerland.
Please be aware that credit card companies may charge additional fees for credit card purchases made abroad. 


CAN I HAVE THE VAT REFUNDED?

All orders placed through the Swarovski Online Shop are exempt from VAT refunds.

The VAT is calculated according to the tax regulations of the country of the online shop in which the order was submitted.


DO ONLINE PRICES INCLUDE TAXES?

All prices displayed on www.swarovski.com include the appropriate taxes for countries/states/provinces where such taxes are applicable.


What is 3D Secure?
The 3D-Secure protocol is an additional security layer that further prevents credit card fraud for online payments.


During the checkout process, customers with a 3D-Secure credit card are asked for an authorization password that is assigned by their issuing credit card company. With this additional authentication check, security is increased for the credit card holder and the Online Shop.

The bank that issued your credit card can assist you if you are having difficulties with this process.

RETURNS & EXCHANGE
RETURNS PROCESS & POLICY

Swarovski's top priority is our customer satisfaction. You may return your online order up to 14 days after receipt (with the exception of Gift Cards and Swarovski Masks if unpacked due to hygienic reasons). To return your order please proceed as follows:
 

STEP 1:

To register your return, please go to returns.swarovski.com to get your return label / QR Code.
 

STEP 2:

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.
 

STEP 3:

Pack the item(s) to be returned in the original carton using the original packaging materials.
 

STEP 4:

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.
 

STEP 5:

Return the parcel according to the instructions of your chosen return carrier.
 

STEP 6:

Keep the proof of return postage.
 

STEP 7:

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 MY PURCHASE?
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.

CAN I RETURN SALE ITEMS?

Our returns policy covers all items  (except Gift Cards and Swarovski Masks if unpacked due to hygienic reasons), including those on promotion or sale.


BUNDLE AND SET RETURN

For items which come in a single box (“normal set”), if you wish to return any of the items within the normal set, you will have to return all the items that were part of the normal set.  Swarovski will not accept returns of individual items within the normal set and will only accept returns of the entire normal set.

For bundle-promotional sets, where you enjoy a promotion or discount as a result of purchasing one or more items (e.g. buy 3 items and get 10% off each item or where savings for each product are stated), you can return any of the items purchased separately. However, in case you choose to return any items purchased as a bundled set, kindly note that Swarovski will adjust the promotional price by charging you the regular price for the remaining items that you purchased as part of the bundle. Accordingly, Swarovski will deduct from the amount to be refunded to you (i.e. the discounted price paid for the item(s) in the bundle that you have returned) the difference between the regular price and the discounted price of the remaining items in the bundle that you do not return.


GIFT CARDS & VOUCHERS
VOUCHER NOT WORKING
If you are having difficulty applying your voucher or gift card please consider the following advise.

Vouchers

Discount and money off vouchers are entered on the shopping bag page.

If the voucher is not accepted, please check the following:

  • Voucher is still in date
  • Item being purchased is not excluded in the T & Cs.
  • Voucher is valid for online purchases.
  • You are not entering a 16 digit gift card code.
  • Gift Cards
  • Gift Cards are entered on step 3 of the checkout process and are considered to be a form of payment.
  • If the gift card is not accepted, please check the following: - The 16 digit gift card number is entered correctly.
  • The correct PIN number has been applied.
  • You are not entering a money off or discount voucher code. Please note, you are only able to redeem 1 gift card per order.

HOW DO I APPLY MY VOUCHER CODE?

To redeem your voucher code, please follow these easy steps:

Once you have selected all the items you wish to purchase, on the shopping bag page you can type the voucher code in the “ADD A VOUCHER CODE” field of the shopping bag and click on “APPLY CODE”. You will get a visual confirmation that your voucher code has been redeemed.

Please note that only one voucher can be redeemed per purchase.

Redemption as part of a SALE or other offers or promotions, as well as combining vouchers with other discounts or product vouchers, is not possible.

Orders made in the past, reduced products, Gift Cards, Annual and Limited Editions, The Swarovski Remix Collection, SCS products, and special sculptures such as the Crystal Myriad collection are excluded.


HOW DO I REDEEM MY GIFT CARD?

To redeem your gift card, please follow these easy steps:

- Add items you wish to purchase to the shopping bag

- Click on the shopping bag

- Add gift bag or greeting card if required

- Add a discount voucher code if you have one, click ""APPLY CODE""

- Click ""CHECKOUT""

- Enter your billing and shipping address

- Choose the suitable delivery option

- Pay with gift card and enter your gift card code (16 digit) in the appropriate field (checkout page)

- Continue with “NEXT”

- Enter your pin code and press “REDEEM”

- You will see a visual confirmation that your gift card has been redeemed. The price will appear adjusted.


DO YOU OFFER FREE GIFTS?
Swarovski sometimes offers free gift promotions.

Free gifts are offered for a limited time or as long as stocks last. Minimum order values and other conditions apply. This information is communicated on the website during such promotions.

Enter order details
Please enter your order details, which are provided in the confirmation email and the invoice.
* Mandatory Fields
Order Number *
Last name *
DO YOU NEED HELP?

CUSTOMER SERVICE
Opening hours

Mon - Fri 09:00 - 18:00

 

Phone
800 918 668