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Your Online Purchase


Order Process

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.​

If products are unavailable, you may opt to receive a notification if the product comes back in stock. Simply 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" or "Pick up in store"​
3) Add your current or desired location and that's it, you can navigate through the options displayed and see what store currently hold the desired product

Where can I find information on the current promotion?

Swarovski runs sale promotions throughout the year. To stay up to date, we recommend signing up to our newsletter

Why did my purchase not qualify for the promotion?​

If your recent order did not qualify for the promotion, please check the promotion Terms & Conditions to ensure that the item you ordered was not excluded from 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? 

Our promotions always have set validity periods and once the end date has passed, either the discount voucher codes automatically stop functioning or the standard price returns.​

​Orders placed before a promotion is released cannot be altered to take advantage of the newest promotion. 

How does pre order work? 

If you're waiting for a new jewellery release, Swarovski’s pre-order process is easy.​

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? 

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 “Log-in” 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​


Can I cancel my order?

 We work hard to process your order and get your purchases out for delivery quickly and efficiently. An order cancellation may be possible within 30 minutes (approximately) of receipt of your order confirmation.
To cancel an order, please log in to your customer account, then search the relevant order amid your order history and click the “cancel order” button. If the cancellation is still possible, you will be asked to confirm the action. 
If the cancellation button is greyed out inactive, your order can’t be changed or cancelled at this stage.

If you ordered as a guest and you are within 30 minutes of receipt of your order confirmation, please contact us immediately via phone or chat (during opening hours) and our customer service team will make every effort to process your request.

If cancellation is no longer possible, unwanted items can 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 Care 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.

Can I add gift wrapping to my order?

Make your gift even more special with a premium branded bag and colorful bow wrapping. You may also include a personalized gift message.
Please note, by choosing a gift option, your items will all be wrapped into one gift bag. If you wish to add a personalized note, one card will be added per order.
It is not possible to receive more than one gift bag per order

To select gift wrapping:

- Once you have chosen your item, click "add to bag"
- Click on the shopping bag icon
- Click the "add gift wrapping" box and ensure the box is ticked

If you would like to add a gift note:

- Once wrapping is selected as above, click "add gift note"
- Enter your personal note (max 300 characters)

Finally, if you are ready to order, click "checkout"

Please be advised that once an order is placed, there is no possibility to include a greeting card nor a gift bag with the order.

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 Care.

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.

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.

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. 

Check our other sections


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