my swarovski
Country/Region
Canada
ENTER ORDER DETAILS
Please enter your order details, which are provided in the confirmation email and the invoice.
* Mandatory Fields
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/en-CA/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 is only possible up to approximately 30 minutes from the receipt of the order confirmation email.

Please contact customer relations via Live Chat or phone to see if a cancelation is possible.

Our Customer Relations Department is available from Monday to Friday, from 8am to 1am, excluding bank holidays

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 Sunday, from 8am to 1am EST including holidays

ARE MY PERSONAL DETAILS SAFE? 
For security reasons, Swarovski Crystal Online does not save credit card information. The data is immediately passed 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 uses cookies to tailor its products and services. This enables the Online Shop to recognise your browser and to offer you more personalised 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.

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 by 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.

 

Shipping time: 3-5 Business Days after processing and shipping

Shipping Cost: CAD 10.95

Free shipping over: CAD 120

 

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 partner UPS handle all shipments in Canada.

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.


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.

For standard delivery Parcel Force offers the Flex Delivery service where you can manage your delivery, please refer to the email sent by our delivery partner.

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.

WHERE IS MY 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 neighbor.

Otherwise, please look out for a notification of attempted delivery; you may find it in your mailbox.

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

PAYMENT
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 which issued your credit card can assist you if you are having difficulties with this process.

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.

CAN I PAY BY CREDIT CARD?
Swarovski accepts:

VISA
MASTERCARD
AMERICAN EXPRESS

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.

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 for credit card purchases made abroad.

RETURN
RETURN 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). To return your order please proceed as follows:

1. Remove the peel-off label attached to the Return Form
2. Put the items you wish to return inside the parcel, together with the filled-in Return Form
3. Stick the return label onto the parcel

If you have lost the return label, please return parcel to the following address:

Schenker of Canada (For SCO)
3210 Airway Drive, Doors 1 - 10
Mississauga, Ontario
Canada, L4V 1Y6

4. Take the parcel to the nearest post office and ship it by standard mail
Make sure you get a copy of the postal receipt, for further reference.

5. After receiving the returned item(s) and Return Form, we will refund the corresponding amount on the same payment method used to place the order

If you received the item(s) as a gift, the sender will be refunded automatically.

Swarovski will refund the paid amount for the items, provided that they are returned in the country of delivery 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.

Online returns will be accepted in all Swarovski Click & Collect stores. Please use the Store Finder to find your nearest Swarovski Click & Collect store. Once your online return has been processed within a Swarovski Click & Collect store you will receive a return confirmation email and the refund will then be processed according to the original payment method used when placing the order.


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.

Returns via Swarovski store:
Returns will be processed to the original payment method and will take up to 3-7 business days for the credit to be applied.

I HAVE LOST MY RETURN LABEL
In this case we would kindly ask you to send your parcel to the following address:

Schenker of Canada (For SCO)
3210 Airway Drive, Doors 1 - 10
Mississauga, Ontario
Canada, L4V 1Y6

Please, keep the postal receipt with you for further reference.
As soon as the return department receives your parcel, you will get a notification per email and a full refund.
It is very important to specify the order number and name, for our colleagues to identify you and register your return – you might simply put a note in the parcel with the relevant details.

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, 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.


Click & Collect
HOW DOES CLICK & COLLECT WORK?
Swarovski’s Click & Collect service means that you can now order online on Swarovski.com, save the shipping costs and collect your order for FREE from your selected Swarovski Click & Collect store.

WHEN CAN I COLLECT MY ORDER?
We will send you an email when your order is ready to collect from your selected Click & Collect store.

HOW CAN I COLLECT MY ORDER?
Please bring a copy of your order confirmation email and the original payment card as identification (or proof of ID if you used a different payment method).

We cannot release your order without seeing your ID and orders cannot be collected by a third party on your behalf.

HOW LONG WILL YOU HOLD MY ORDER?

We will hold your order in store for 14 days, after which we will cancel it and issue a refund.


WHICH STORE WILL MY ORDER GO TO?
You will receive an email confirmation with the store you selected to collect your item (s) from after placing the online order in Swarovski.com

HOW DO I RETURN MY ORDER?
All online returns will be accepted in all participating Swarovski Click & Collect/Reserve stores. Please find your nearest Click & Collect/Reserve store by using our store finder. Use the filters to find all the participating Swarovski Click & Collect/Reserve stores.

Once your online return has been processed, you will receive a return confirmation email and the refund will be processed.

Click & Reserve
HOW DOES CLICK & RESERVE WORK?
You can reserve free of charge selected products at participating stores via Swarovski.com. Using Click & Reserve, no commitment to purchase is made.

Prices in stores may differ.

If your chosen product is available for reservation, the ‘Reserve in store’ button will show on the product detail page.

WHEN TO COLLECT MY RESERVATION?
Your reservation request will be sent to your chosen Click & Reserve store. Once it is confirmed and then ready for purchase, you will receive a confirmation email.

Please be aware that, during peak seasons, the processing time may be longer.

HOW DO I COLLECT MY RESERVATION?
A copy of your reservation confirmation email or your reservation ID number.

HOW LONG IS MY RESERVATION HELD?
We will hold your reservation in store for 2 days.
 

WHERE WILL MY RESERVATION GO?
You will receive an email confirmation with the store you would like to collect your item (s) from after placing the reservation request.

WHEN CAN I COLLECT MY RESERVATION?
You will receive an email to confirm your reservation, and then when this is ready to collect from your selected Click & Collect store, please check the store’s opening times.

GIFT CARDS & VOUCHERS
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.

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.

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
DO YOU NEED HELP?

CUSTOMER SERVICE
Opening Hours
Mon - Sun
8:00 AM - 1:00 AM EST
PHONE
+ 1 833 530 2682