Order Process
Where can I find my Invoice?
For orders placed while logged into your account, you can also download a digital copy of the invoice as soon as the order is shipped by visiting My Account > Order History. Simply select the relevant order to access your invoice.
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.
Where can I find information on the current promotion?
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.
Can you extend the promotion?
Orders placed before a promotion is released cannot be altered to take advantage of the newest promotion.
How does pre order work?
The checkout process looks the same as a regular Swarovski order, and you'll be notified when the order is ready to be shipped. Additionally, you can check your order's progress at any time by visiting “my account” (if you were logged in during checkout), or via “tracking” available in our Customer Care section (if you used guest checkout).
- How can I identify if a product is eligible for pre-order?
The button Pre-Order Now will be displayed on the product detail page. By clicking on it you can add it to your shopping cart and then proceed to checkout.
- Can I apply coupons to my pre-order?
Unfortunately, not. The pre-order product selection consists of non-reducible/non-discountable items. Nevertheless, if you have other eligible product(s) in your shopping cart then you can certainly benefit from your coupon. For more details, please refer to your coupon Terms & Conditions.
- How do I know when my pre-order is likely to be shipped?
The expected shipping date will be visible during the checkout process as well as communicated via the order confirmation email.
- When am I charged if I choose to pre-order a product?
Payment will be charged immediately upon completing checkout.
- Can I schedule the delivery date of my pre-order?
The scheduled delivery service is not available for any order that includes a pre-order product.
- Does my pre-order qualify against my loyalty membership level?
Yes, though your order will only qualify as a loyalty purchase once the order has shipped and so long as no return is registered within our current return policy.
- If I have one item from pre-order in my shopping cart and one standard product, are they only shipped together?
No, as soon as one or more products are available from one order they will be shipped. That is to say, in-stock items from the current collection will be shipped first; the pre-order will be shipped later once the item is in stock.
- Can I cancel my pre-order?
Yes, if your order status is not processing. To cancel your pre-order, please contact our support team and they will take over your request. We recommend making a quick phone call during our support opening hours so that we can ensure your pre-order is cancelled in a timely manner.
- Can I return my pre-order?
Yes, our returns policy covers all items (except Gift Cards and Swarovski Masks if unpacked due to hygienic reasons), including those on promotion, sale or pre-orders.
Can I edit my account?
我是否能重設密碼？
若要更改密碼，請先按一下「登入」標誌。將帶領您至「我的帳戶」頁面，然後可以在那裡按一下「忘記密碼」的連結。
或者，您可以按一下以下連結前往登入頁面
https://www.swarovski.com/login/
我能否取消我的線上訂單？
我們致力處理您的訂單，儘快並有效率地把您訂購的貨物送出。您可以在收到訂單確認通知後約15 分鐘內取消訂單。
要取消訂單，請登入您的客戶帳戶，然後在您的訂貨記錄裡尋找相關的訂單，並點擊「取消訂單」的按鈕。如果仍然能夠取消訂單，系統將會請您確認該動作。
如果取消按鈕顯示為灰色，將無法在此階段修改或取消您的訂單。
假如您以訪客身份訂購，並在收到訂單確認通知後仍未超過15 分鐘，請立即透過致電或聊天功能（在辦公時間內）聯絡我們，我們的客戶服務團隊會盡一切所能處理您的要求。
如果已經不能再取消訂單，您可以按照我們的退貨政策退回不需要的貨品。或者，您可以在包裹送達時拒絕收件，我們的貨運合作夥伴將會把包裹送回我們的貨倉，您不需要支付任何額外費用。
一旦包裹到達我們的貨倉，您將會收到一封確認電郵，我們將會按照您訂貨時使用的支付方式將金額全數退還。
我是可以在我的訂單中新增產品？
可以將我訂購的物品包裝成禮物嗎？
使用印有品牌的精美包裝袋和五彩繽紛的蝴蝶結緞帶，打造更獨特的禮物。您也可以加入個人化的禮物訊息。
請注意，選擇此禮物選想即代表將您的商品全部包裝在一個禮袋中。如果您想新增個人化說明，每筆訂單會新增一張卡片。
每筆訂單不可能收到一個以上的禮袋。
若要選擇禮物包裝：
- 一旦您選擇了您的商品，請點擊「加到購物袋」
- 點擊購物袋圖示
- 點擊「新增禮物包裝」方塊，並確保已勾選該方塊。
如果您想加入禮物說明：
- 一旦選擇了上述包裝方式，請點擊「新增禮物說明」
- 輸入您的個人說明 (最多 300 個字元)
最後，如果您準備下單，請點擊「結帳」
訂單完成後，無法事後再添加賀卡或禮品袋。
我的個人資料是否安全？
如果您相信有人嘗試盜用您的信用卡，請立即按照您的信用卡發卡機構的指示，並聯絡客戶服務部。
什麼是願望清單？
您的願望清單可能會列出最多二十件可能稍後購買或被標示為送禮之選的產品。只需把願望清單的物件移到您的購物袋裡，便能隨時購買它們。
請注意：產品價格可能會有變更。
您的線上店舖是否安全？
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