Customer Care

Order

HOW TO ORDER

Shopping for Swarovski products has never been easier! Browse the rich variety of Swarovski products from the comfort of your own home. All Swarovski crystal online prices are the same as the recommended retail prices found in Swarovski boutiques.

Shopping Bag:

Use the Shopping Bag as you would in a shop! Simply place products you would like to buy inside. Placing a product in your Shopping Bag holds no obligations. If you change your mind, remove an item at any time.

To add a product to your Shopping Bag:

To add a product to your Shopping Bag, just click on the 'Add to Shopping Bag' button found in the detailed display view of each product.

To view the contents of your Shopping Bag:

View the contents of your Shopping Bag at any time by clicking on the Shopping Bag icon in the upper right hand corner of your page. From here, either continue shopping or click on 'Secure checkout' to purchase the contents of your Shopping Bag.

To change the number of products in your Shopping Bag:

If you change your mind and want to change the quantity of an item(s) already in your Shopping Bag, enter the desired quantity and click anywhere on the screen to automatically update the quantity of those items in your Shopping Bag.

To remove products from your Shopping Bag:

Click on the 'Delete' button (the cross symbol) in your Shopping Bag. Please be aware that as long as an item is still visible in your Shopping Bag, it has not been properly deleted.

Please note that orders cannot be cancelled once they have been placed due to technical restraints. You have the right to return your order within 14 days. You will find further information in the Return Policy section.

REGISTRATION

If you are a registered user, your existing address details will be saved for future visits and purchases.

BENEFITS OF REGISTERING

- Speed up online shopping by storing your personal information
- Add favorite products to your wish list, which can be sent to family and friends
- View the status of your order at any time online

Details provided for your registration are protected by your personal password.

Easily place orders in the Online Shop with your username and password.

The option to register is available in the My Account section at the top of the page.

CHANGE YOUR PERSONAL DETAILS OR PASSWORD

In the My Account section, access and change your personal details at any time.

FORGOT YOUR PASSWORD?

Please go to the My Account registration page and click on the link ‘FORGOT YOUR PASSWORD?'

PRODUCT AVAILABILITY

Items that are temporarily unavailable are marked 'currently not available online' in their detailed view. Clicking on these products will automatically send you to the Boutique Finder, which can help you locate a Swarovski Boutique near you.

ORDER STATUS AND TRACKING

Check the status of your order at any time by clicking on My Account – Orders. View the status of all your orders at a glance.

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.

ONLINE SHOP COUNTRIES / REGIONS

Swarovski Crystal Online currently delivers to the following countries/regions:

Australia

Austria

Belgium

Canada

China

Czech Republic

Denmark

Finland

France

Germany

Great Britain

Greece

Hungary

Ireland

Italy

Japan

Korea

Luxembourg

The Netherlands

Poland

Portugal

Slovenia

Spain

Sweden

Switzerland (including Liechtenstein)

The USA

Countries and regions exempt from delivery:

Swarovski Crystal Online regrets that, for logistical reasons, it is unable to deliver outside the country in which orders are placed. This does not apply to EU countries.

Swarovski is currently unable to deliver to the following regions/countries:

Canary Islands (Lanzarote, Fuerteventura, Gran Canaria, Tenerife, Gomera, La Palma, and El Hierro)

Isle of Man

Corsica

French Territories (Guadeloupe, Martinique, Guyana and La Réunion)

Ceuta

Melilla

Cyprus

San Marino

Gibraltar

Andorra

Christmas Island (Australia)

Fær Øer (Faroe islands)

Greenland

Helgoland Island

Büsingen

Åland Islands

Principality of Monaco

Mount Athos

Channel Islands (Jersey and Guernsey)

Livigno

Campione d’Italia

Vatican City

Aruba and Netherlands Antilles

British Territories

PUNCTUAL DELIVERY

When ordered by the last delivery dates communicated, items will usually be delivered on time. Deliveries may be delayed through force majeure, inherent system faults/failures or unforeseen irregularities on the part of our delivery partners. Swarovski can assume no liability in such cases. As a precaution, Swarovski therefore recommends that you place orders to be delivered to remote locations as early as possible. Please allow an additional 2-3 working days for delivery of customized items (e.g. engravings).

PRODUCT LIMITATIONS

Please note that selected Limited Online Edition products are only available in a limited number of pieces per person and are subject to limited stock availability. Swarovski aims to satisfy collectors and crystal fans by ensuring that as many people as possible can enjoy these special products.Product limitations are communicated in various places.

DELIVERY INFORMATION: 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. Swarovski will also insure the total value of this purchase at no charge to you in order to cover any unforeseen delivery incidents. The delivery partner will be instructed to release this parcel only to the person named on the order. The first three attempts at delivery will be free of charge.

PUBLIC HOLIDAYS

We do not usually ship orders or schedule deliveries on public holidays, and we do not count public holidays as working days. This means that deliveries may take longer than expected during these periods.

SHIPPING

SHIPPING OPTIONS AND TIMES

Orders placed from Monday to Friday by 10:00 AM will be processed and shipped the same business day. Orders placed on weekends and public holidays will be processed and shipped two business days later. Orders that include customised items (if applicable) may take longer. No deliveries are made on weekends or public holidays. An express delivery option is available in selected countries for last-minute purchases that do not include customised products. Please find below an overview of the shipping options and times per country. Unfortunately, Swarovski is unable to deliver to PO boxes or APO/FPO addresses, and remote islands for example Penghu, Kinmen, Matsu at this time.

Due to the challenges caused by the outbreak of COVID-19, and the higher volume of online orders , your order is facing a delay on dispatch. The standard and express delivery times are currently extended by a minimum of 3-5 business days.

We apologize for the delay and thank you for your continued trust.

Express shipping Time	Express shipping cost	Free express shipping for orders over
1 - 3 days	NT$100	NT$2,000

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

SWAROVSKI'S SHIPPING PARTNERS

Swarovski's delivery partner, DHL Express, handles all shipments to Taiwan Region. Swarovski is currently unable to deliver to PO boxes and APO/FPO addresses.

PAYMENT

Payment

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

PAYMENT BY CREDIT CARD

Swarovski accepts Visa, Mastercard, and American Express as methods of payment. Please select the appropriate credit card during the payment process and fill in the required credit card details. Your credit card will only be debited once your order has been confirmed. 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 costs, usually based on the purchase value (approximately one to two percent), for credit card purchases made abroad.

SECURITY CODE

As of October 1, 2001, for the security of online credit card transactions, it is mandatory to enter a card security code (CVC2/CVV2) at the point of purchase. This number is neither stored on the card's magnetic strip nor printed on any payment receipts. With this code, Swarovski can confirm that the credit card is physically present with the paying customer, thereby ensuring that it is not being misused for fraudulent purposes.

For VISA, Eurocard, and Mastercard holders, the security code is a three-digit number inscribed on the upper right corner of the signature panel on the back of the card, next to the repeated credit card number. On American Express cards, the security code is a four-digit code situated at the top right corner of the front of the card.

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.

RETURNS

RETURN PROCESS

Swarovski's top priority is to satisfy all its customers.
You may return and thereby withdraw from the sales contract up to 14 days after their receipt (with the exception of Gift Cards).
If you make use of your right to cancel the purchase agreement, Swarovski will refund the paid amount for the items, provided that the items are returned in the country of delivery in an unworn, unused, and undamaged condition together with the Return Form and the original Swarovski
packaging.

Step 1:
Pack the item(s) to be returned in the original carton using the original packaging materials.

Step 2:
Please fill in the form and return it with the merchandise. Include the number of returned articles and the reason for return, with the reasons stated on the next page.

Step 3:
Contact our customer service Hotline at +886 0800 777 647 and our CS personnel will process your return

Step 4:
The item(s) will be picked up by courier

HOW MUCH TIME DO RETURNS TAKE TO BE PROCESSED?

Once we have your return package we will register it and you will receive an email notification once return is processed. The refund transmission will then depend on the guidelines of your financial institution and it may take up to 3-7 business days for the credit to be applied to the same payment method used to place the order. The entire return and refund process may take up to 3-4 weeks from postage date.

RETURN POLICY

Please note that delivered items may only be used for checking, as you would try them on in a shop. If you make use of your right to cancel the purchase agreement, Swarovski will refund the paid amount for the items, provided that the items are returned in an unworn, unused, and undamaged condition together with the Return Form and the original Swarovski packaging.

Unfortunately, it is not possible to replace or exchange returned products. For this purpose, please make a new online order.

Please note that no products purchased from the Online Shop may be returned at local Swarovski retailers.

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.

Gifts

Ordering a gift?

Make your gift extra special at no extra cost by selecting your preferred options in your shopping bag.

Free greeting card

Add an elegant greeting card with a personalized message inside (limited to one greeting card per order).

Free gift bag

For the ultimate finishing touch, add a premium Swarovski gift bag.
Delivery to your address: You will receive one gift bag for each item ordered. The gift bag(s) will be enclosed separately, so you can wrap the gift(s) yourself.
Delivery to a different address: All the items will be beautifully presented in a single gift bag. The package will include a delivery note, which also serves as a warranty, but no invoice.

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 a 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 digits) in the appropriate field (checkout page)

- Continue with “NEXT”

- Enter your pin code and click “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.

$(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(' '), 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: { notEmpty: { message: 'Please enter the last name which was used for the order.', message_en: 'Please enter the last name which was used for the order.' }, 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) { 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('small[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", "help-block"); $(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) { /* Remove the field messages */ $errorContent = data.element.closest('.form-combo-molecule').find('.errors'); $errorContent.find('small[data-field="' + data.field + '"]').remove(); $errorContent.find('small[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(); } };

ORDER

Order

HOW TO ORDER

Shopping for Swarovski products has never been easier! Browse the rich variety of Swarovski products from the comfort of your own home. All Swarovski crystal online prices are the same as the recommended retail prices found in Swarovski boutiques.

Shopping Bag:

Use the Shopping Bag as you would in a shop! Simply place products you would like to buy inside. Placing a product in your Shopping Bag holds no obligations. If you change your mind, remove an item at any time.

To add a product to your Shopping Bag:

To add a product to your Shopping Bag, just click on the 'Add to Shopping Bag' button found in the detailed display view of each product.

To view the contents of your Shopping Bag:

View the contents of your Shopping Bag at any time by clicking on the Shopping Bag icon in the upper right hand corner of your page. From here, either continue shopping or click on 'Secure checkout' to purchase the contents of your Shopping Bag.

To change the number of products in your Shopping Bag:

If you change your mind and want to change the quantity of an item(s) already in your Shopping Bag, enter the desired quantity and click anywhere on the screen to automatically update the quantity of those items in your Shopping Bag.

To remove products from your Shopping Bag:

Click on the 'Delete' button (the cross symbol) in your Shopping Bag. Please be aware that as long as an item is still visible in your Shopping Bag, it has not been properly deleted.

Please note that orders cannot be cancelled once they have been placed due to technical restraints. You have the right to return your order within 14 days. You will find further information in the Return Policy section.

REGISTRATION

If you are a registered user, your existing address details will be saved for future visits and purchases.

BENEFITS OF REGISTERING

- Speed up online shopping by storing your personal information
- Add favorite products to your wish list, which can be sent to family and friends
- View the status of your order at any time online

Details provided for your registration are protected by your personal password.

Easily place orders in the Online Shop with your username and password.

The option to register is available in the My Account section at the top of the page.

CHANGE YOUR PERSONAL DETAILS OR PASSWORD

In the My Account section, access and change your personal details at any time.

FORGOT YOUR PASSWORD?

Please go to the My Account registration page and click on the link ‘FORGOT YOUR PASSWORD?'

PRODUCT AVAILABILITY

Items that are temporarily unavailable are marked 'currently not available online' in their detailed view. Clicking on these products will automatically send you to the Boutique Finder, which can help you locate a Swarovski Boutique near you.

ORDER STATUS AND TRACKING

Check the status of your order at any time by clicking on My Account – Orders. View the status of all your orders at a glance.

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.

ONLINE SHOP COUNTRIES / REGIONS

Swarovski Crystal Online currently delivers to the following countries/regions:

Australia

Austria

Belgium

Canada

China

Czech Republic

Denmark

Finland

France

Germany

Great Britain

Greece

Hungary

Ireland

Italy

Japan

Korea

Luxembourg

The Netherlands

Poland

Portugal

Slovenia

Spain

Sweden

Switzerland (including Liechtenstein)

The USA

Countries and regions exempt from delivery:

Swarovski Crystal Online regrets that, for logistical reasons, it is unable to deliver outside the country in which orders are placed. This does not apply to EU countries.

Swarovski is currently unable to deliver to the following regions/countries:

Canary Islands (Lanzarote, Fuerteventura, Gran Canaria, Tenerife, Gomera, La Palma, and El Hierro)

Isle of Man

Corsica

French Territories (Guadeloupe, Martinique, Guyana and La Réunion)

Ceuta

Melilla

Cyprus

San Marino

Gibraltar

Andorra

Christmas Island (Australia)

Fær Øer (Faroe islands)

Greenland

Helgoland Island

Büsingen

Åland Islands

Principality of Monaco

Mount Athos

Channel Islands (Jersey and Guernsey)

Livigno

Campione d’Italia

Vatican City

Aruba and Netherlands Antilles

British Territories

PUNCTUAL DELIVERY

When ordered by the last delivery dates communicated, items will usually be delivered on time. Deliveries may be delayed through force majeure, inherent system faults/failures or unforeseen irregularities on the part of our delivery partners. Swarovski can assume no liability in such cases. As a precaution, Swarovski therefore recommends that you place orders to be delivered to remote locations as early as possible. Please allow an additional 2-3 working days for delivery of customized items (e.g. engravings).

PRODUCT LIMITATIONS

Please note that selected Limited Online Edition products are only available in a limited number of pieces per person and are subject to limited stock availability. Swarovski aims to satisfy collectors and crystal fans by ensuring that as many people as possible can enjoy these special products.Product limitations are communicated in various places.

DELIVERY INFORMATION: 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. Swarovski will also insure the total value of this purchase at no charge to you in order to cover any unforeseen delivery incidents. The delivery partner will be instructed to release this parcel only to the person named on the order. The first three attempts at delivery will be free of charge.

PUBLIC HOLIDAYS

We do not usually ship orders or schedule deliveries on public holidays, and we do not count public holidays as working days. This means that deliveries may take longer than expected during these periods.

SHIPPING

SHIPPING OPTIONS AND TIMES

Orders placed from Monday to Friday by 10:00 AM will be processed and shipped the same business day. Orders placed on weekends and public holidays will be processed and shipped two business days later. Orders that include customised items (if applicable) may take longer. No deliveries are made on weekends or public holidays. An express delivery option is available in selected countries for last-minute purchases that do not include customised products. Please find below an overview of the shipping options and times per country. Unfortunately, Swarovski is unable to deliver to PO boxes or APO/FPO addresses, and remote islands for example Penghu, Kinmen, Matsu at this time.

Due to the challenges caused by the outbreak of COVID-19, and the higher volume of online orders , your order is facing a delay on dispatch. The standard and express delivery times are currently extended by a minimum of 3-5 business days.

We apologize for the delay and thank you for your continued trust.

Express shipping Time	Express shipping cost	Free express shipping for orders over
1 - 3 days	NT$100	NT$2,000

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

SWAROVSKI'S SHIPPING PARTNERS

Swarovski's delivery partner, DHL Express, handles all shipments to Taiwan Region. Swarovski is currently unable to deliver to PO boxes and APO/FPO addresses.

PAYMENT

Payment

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

PAYMENT BY CREDIT CARD

Swarovski accepts Visa, Mastercard, and American Express as methods of payment. Please select the appropriate credit card during the payment process and fill in the required credit card details. Your credit card will only be debited once your order has been confirmed. 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 costs, usually based on the purchase value (approximately one to two percent), for credit card purchases made abroad.

SECURITY CODE

As of October 1, 2001, for the security of online credit card transactions, it is mandatory to enter a card security code (CVC2/CVV2) at the point of purchase. This number is neither stored on the card's magnetic strip nor printed on any payment receipts. With this code, Swarovski can confirm that the credit card is physically present with the paying customer, thereby ensuring that it is not being misused for fraudulent purposes.

For VISA, Eurocard, and Mastercard holders, the security code is a three-digit number inscribed on the upper right corner of the signature panel on the back of the card, next to the repeated credit card number. On American Express cards, the security code is a four-digit code situated at the top right corner of the front of the card.

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.

RETURNS

RETURN PROCESS

Swarovski's top priority is to satisfy all its customers.
You may return and thereby withdraw from the sales contract up to 14 days after their receipt (with the exception of Gift Cards).
If you make use of your right to cancel the purchase agreement, Swarovski will refund the paid amount for the items, provided that the items are returned in the country of delivery in an unworn, unused, and undamaged condition together with the Return Form and the original Swarovski
packaging.

Step 1:
Pack the item(s) to be returned in the original carton using the original packaging materials.

Step 2:
Please fill in the form and return it with the merchandise. Include the number of returned articles and the reason for return, with the reasons stated on the next page.

Step 3:
Contact our customer service Hotline at +886 0800 777 647 and our CS personnel will process your return

Step 4:
The item(s) will be picked up by courier

HOW MUCH TIME DO RETURNS TAKE TO BE PROCESSED?

Once we have your return package we will register it and you will receive an email notification once return is processed. The refund transmission will then depend on the guidelines of your financial institution and it may take up to 3-7 business days for the credit to be applied to the same payment method used to place the order. The entire return and refund process may take up to 3-4 weeks from postage date.

RETURN POLICY

Please note that delivered items may only be used for checking, as you would try them on in a shop. If you make use of your right to cancel the purchase agreement, Swarovski will refund the paid amount for the items, provided that the items are returned in an unworn, unused, and undamaged condition together with the Return Form and the original Swarovski packaging.

Unfortunately, it is not possible to replace or exchange returned products. For this purpose, please make a new online order.

Please note that no products purchased from the Online Shop may be returned at local Swarovski retailers.

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.

Gifts

Ordering a gift?

Make your gift extra special at no extra cost by selecting your preferred options in your shopping bag.

Free greeting card

Add an elegant greeting card with a personalized message inside (limited to one greeting card per order).

Free gift bag

For the ultimate finishing touch, add a premium Swarovski gift bag.
Delivery to your address: You will receive one gift bag for each item ordered. The gift bag(s) will be enclosed separately, so you can wrap the gift(s) yourself.
Delivery to a different address: All the items will be beautifully presented in a single gift bag. The package will include a delivery note, which also serves as a warranty, but no invoice.

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 a 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 digits) in the appropriate field (checkout page)

- Continue with “NEXT”

- Enter your pin code and click “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.

Tracking

ENTER ORDER DETAILS

Please enter your order details, which are provided in the confirmation email and the invoice.

$(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(' '), 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: { notEmpty: { message: 'Please enter the last name which was used for the order.', message_en: 'Please enter the last name which was used for the order.' }, 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) { 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('small[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", "help-block"); $(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) { /* Remove the field messages */ $errorContent = data.element.closest('.form-combo-molecule').find('.errors'); $errorContent.find('small[data-field="' + data.field + '"]').remove(); $errorContent.find('small[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(); } };

DO YOU NEED HELP?

CUSTOMER SERVICE

Email address

customer_relations.tw@swarovski.com

Phone

+886 0800 777 647

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or register

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