my swarovski
Country/Region
United Kingdom
CUSTOMER INFORMATION AND TERMS AND CONDITIONS FOR THE UNITED KINGDOM

 

General

1.1. Applicability

These general terms and conditions and any policies or documents to which a link is provided herein (hereinafter referred to as “GTCs”) apply to all orders through https://www.swarovski.com/en_GB-GB/, mobile websites and applications owned by and/or operated by Swarovski Crystal Online AG on behalf of Swarovski UK Ltd (hereinafter referred to as the “Websites"). Swarovski UK Ltd and/or any and all other legal entities within the Swarovski Group of Companies will be referred to hereinafter as “Swarovski”/“We”/“Us”/“Our”.

Please read these GTCs carefully before ordering Products (as defined below) from the Websites. By ordering Our Products, you indicate that you consent to, and shall comply with:

a. these GTCs;
b. Our Website Terms of Use; and
c. Our Privacy Policy

and you confirm that you are competent to enter into legally-binding contracts and are at least 18 years old. If We have reason to believe that you do not fulfill any requirements mentioned herein, We reserve the right to cancel your order.

1.2. Contracting Party

The Websites are operated by:

Swarovski Crystal Online AG
Alte Landstrasse 411
8708 Männedorf
Switzerland

Company Registration Number: Handelsregister Zurich, HRB CH-020.3.023.942-2 VAT number in Switzerland: 231'288

Legally represented by its Managing Director: Michele Molon
on behalf of:

Swarovski UK Ltd
1st Floor, Building 4,
Chiswick Park
566 Chiswick High Road
London W4 5YE
UK

Company Registration Number: 835806
VAT number in UK: GB 490 360 746

Legally represented by it Managing Directors: Suzanne Russell and Hayley Quinn

In the unlikely event that you have any complaints about any Products purchased from the Websites or in case you wish to assert statutory warranty claims you can contact Us at the above address or you can reach Our Customer Service via email at: customer_relations.gb@swarovski.com.

1.3. Amendment to the GTCs

We reserve the right to make changes to the GTCs at any time and any changes will be effective from the publication of the new GTCs on the Websites. You, and any contract of sale between Us, will be subject to the version of the GTCs in force at the time you order Products from the Websites.

2. ACCEPTANCE OF PURCHASE ORDERS

2.1. Invitation

Please note, that all Products offered on the Websites are an invitation to buy only and are not an offer or unilateral contract of sale from Our side.

By completing the Check-Out process and clicking the “BUY NOW” button, you provide a binding offer to conclude a purchase contract, however, all orders submitted by you are subject to acceptance by Us in Our discretion.

We are free to not accept your order in Our discretion for any reason whatsoever without liability and in compliance with applicable laws.

Examples of when We may not accept your order include, but are not limited to:

a) non-availability of Products displayed on the Websites;
b) incorrectly priced Products on the Websites;
c) incorrectly described Products on the Websites;
d) if We are unable to obtain authorisation of your payment;
e) if We receive a negative credit report;
f) if there is reason to believe that you are in breach of the GTCs;
g) if there is reason to believe that you are involved in fraudulent or criminal activities of any kind;
h) if We have reason to believe that you are not a consumer but a commercial buyer.
If We are unable to accept your order, We will inform you of this and will not charge you for the Product.

Our Website is solely for the promotion, advertising and sale of Our Products in the United Kingdom. Unfortunately, We do not accept orders from or deliver to addresses outside the United Kingdom.

2.2. Registration Process

a) When placing an order you can use the “Guest Check-Out”, or you may register with Us. The difference between the two options is that when you select the option “Register” you will have your information on file next time you wish to purchase a Product and do not need to enter the information again. Both options require certain mandatory fields (name, surname, address, email address, phone number) on an order form. When you select the option “Register” We may ask you to create and use a password to be able to access your information the next time you wish to purchase a Product.

Where We do so, it is on the strict condition that you shall be responsible for ensuring that your password is kept secure and confidential at all times. You shall comply with all security directions and/or recommendations given by Us and inform Us immediately if you become aware of or suspect any unauthorised use of your password or if your password becomes available to an unauthorised party.

You agree that the content you provide when you register on the Websites is not misleading and is true, accurate and complete in all respects and you will notify Our Customer Service via email to customer_relations.gb@swarovski.com of any changes to that content.

b) In the event prolonged inactivity causes your connection to the Websites to fail, your selection of Products may be lost. In such case, you will be required to re-enter your selection. Please note that Products in your shopping basket and on your wishlist are not reserved and may be purchased by other customers and/or removed from your shopping basket.

2.3. Ordering Steps

There is no binding contract to purchase formed until We have accepted your order as indicated in paragraph 2.3(g) below.

You agree that once you have clicked the “BUY NOW” button, your orders on the Websites are binding offers to purchase the Products listed in your shopping basket from Us on the basis of these GTCs (hereinafter “Product” or “Products”).

Steps until acceptance of your order:

a) After choosing a Product and placing it into your shopping basket you will be forwarded to the payment and Check-Out page (hereinafter referred to as “Check-Out”). After selecting a payment and delivery method you will be able to activate the “BUY NOW” button at the end of the Check-Out process. By clicking on the “BUY NOW” button, you make a binding offer to conclude a purchase contract.

b) Before you submit your order, you will be given the opportunity to review your selection, check the total price of your order, correct any input errors and choose a payment and delivery method.

c) Item availability, prices and delivery options may vary depending on the delivery destination.

d) Variations in both the manufacturing processes We use and the display properties of the computer hardware you use to view the Websites may affect the colours of the Products displayed on the Websites and the Products delivered to you may differ in appearance in minor respects. We may also make minor changes to the Products to reflect changes in relevant laws and regulatory requirements.

e) We do not accept orders where the corresponding delivery address you give is that of an entity or individual providing a freight forwarding service. In the event that We do accept any order and We subsequently become aware that the corresponding delivery address for such order is that of an entity or individual providing a freight forwarding service, We shall be entitled to cancel such order upon notice to you by email or telephone.

f) After your binding offer has been submitted to Us, you will receive an order confirmation email with your billing and delivery address, order number, details of your chosen Products, final price and shipping mode. This email is not an acceptance of your offer/order but solely a confirmation that We have received your order.

g) An acceptance of your offer/order and the conclusion of a purchase contract is indicated by:

(a) an email confirming that the Products ordered have been dispatched; or

(b) in the event you have selected the option “Click & Collect” (as described in section 3.4.), We have sent you an email confirming that the Products have been dispatched to the respective Swarovski Store and can be picked up within fourteen (14) business days from and including the date of this confirmation email; or

(c) in the event you have selected the option “Click & Reserve” (as described in section 3.2.), We have sent you an email confirming that the Products have been reserved at the respective Swarovski Store and you visit Us within two (2) business days to purchase the Product in the Swarovski Store; or

(d) in the event you have been able to select the option “Buy Online & Pick Up In Store” for a Product (if applicable and as described in section 3.3.), We have sent you an email confirming that the Products ordered can now be picked up in the designated Store.

When you are collecting Products you have purchased via “Click & Collect” or “Buy Online & Pick Up In Store”, you may be required to bring to the retail Store original photographic proof of your identity (such as a passport or identity card) together with your payment card used to place the order (if applicable).

If you change your mind once you have purchased the Product(s), please see paragraph 7 for your rights to return the Product and receive a refund.

3. AVAILABILITY

3.1. General Availability

Products are available as long as they are in stock. The level of stock availability shown will be updated regularly but it does not guarantee that the Product checked will be available when you visit the designated Swarovski Store (if applicable to the option you have chosen).

We reserve the right to change the Products offered for sale on the Websites at any time without notice (but such changes will not apply to Products in respect of which you have submitted an order). We also reserve the right to limit the number of Products that may be sold to you.

In the unlikely event the Product(s) you have ordered are not available, We will notify you during the order process and you will be reimbursed via the payment method used to purchase the Product(s).

We are not liable if certain Products are not in stock or are not available.

3.2. Click & Reserve

We may give you the option of checking the availability of certain Products and reserving Products in specified Swarovski Stores through the Websites (“Click & Reserve”). If the Product is available it will be reserved for you for two (2) business days from notification to you, in accordance with paragraph 2.3(g)(c). You can purchase the Product in the applicable Swarovski Store. Prices in the Swarovski Stores may vary from the Prices displayed on the Websites.

3.3. Buy Online & Pick Up In Store

We may give you the option (if applicable) of purchasing a Product online and picking it up on the same business day in a designated Swarovski Store (“Buy Online & Pick Up In Store”). If the order is not collected within seven (7) business days of Us sending you a confirmation email, in accordance with paragraph 2.3(g)(d), We will assume that it is unwanted, cancel the order and paragraph 7.2 will apply.

3.4. Click & Collect

We may give you the option of purchasing a Product online and collecting it from a designated Swarovski Store (“Click & Collect”). If the order is not collected within fourteen (14) business days of Us sending you a confirmation email, in accordance with paragraph 2.3(g)(b), We will assume that it is unwanted, cancel the order and paragraph 7.2 will apply.

4. PRICES AND ADDITIONAL COSTS

4.1. Prices of Products

All prices of Products on the Websites are the prices for the Products only. They include any VAT payable but do not include the charge for delivery (if any). Please see Our information on Shipping Options and Times, Scheduled Delivery and Regions Exempt From Delivery.

The total price of your order, including all ancillary and delivery costs, will be shown at the end of the Check-Out process. By confirming the order, you state that you agree to the price for the Products. The price cannot be adjusted after the completion of the Check-Out process.

Please note: Our Website is only intended for use by consumers who are resident in the United Kingdom. However, if for any reason your credit/debit card or other method of payment is not denominated in GBP, the final price will be charged in GBP (as calculated and charged by your card issuer). Swarovski has no control over these charges and cannot predict the amount. Please contact your issuing bank for further information before placing your order.

4.2. Mispricing

Please note that if a Product's correct price is lower than the price stated on the Websites, subject to Our right to refuse an order pursuant to these GTCs, We will charge the lower amount and send you the Product.

If a Product's correct price is higher than the price stated on the Websites, We will contact you for your instructions before We accept your order. If We accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, We may terminate the contract, refund you any sums you have paid and require the return of any Products provided to you.

4.3. Changes to Pricing

We may vary the prices of Products listed on the Websites at any time and without any notice, but such changes will not apply to Products in respect of which you have submitted an order.

5. PAYMENT TERMS

5.1. Total Price

The total price for your order will be the purchase price of the Product(s) you have chosen including VAT and any additional costs (i.e. delivery costs etc.). Find out more about Shipping Options and Times, Scheduled Delivery and Regions Exempt From Delivery.

The total price for Products ordered is due when you submit your order through the Websites.

5.2. Payment Methods

Payment may be by:

a) Credit/debit card
If you pay with a credit/debit card (by entering your payment data on the Websites of the respective payment provider), We reserve the right to validate the name, address and other personal information supplied by you during the order process against appropriate third-party databases. By providing such payment data, you consent to such checks being made. In performing these checks, personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. Please note that this is done only to confirm your identity; a credit check is not performed, and your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with all applicable data protection laws and Our Privacy Policy.

You confirm that the credit/debit card that is being used is yours and that all details you provide to Us in respect thereof including, without limitation, name and address details are complete, correct and accurate. You further confirm that the credit/debit card is valid and the inputted payment details are correct. If the institution that issued the credit card refuses to authorise payment to Us, We will not accept your order and We are not liable for any delays or for failure to deliver and We are not obliged to inform you of the reason for the refusal.

We are not responsible for any charges or other amounts which may be applied by your card issuer or bank as a result of Our processing of your credit/debit card payment in accordance with your order.

b) PayPal
If you pay using PayPal, the PayPal Privacy Policy available on the PayPal website will also apply. This sets out how PayPal collects, retains, processes, shares and transfers your personal data when you use PayPal’s services.

c) Klarna
We may offer Klarna as a payment method. It is at the discretion of Klarna to determine if you are eligible to use Klarna as a payment method and to tailor the payment options for you. Please see the Klarna terms and conditions here. In order to be able to offer you Klarna as a payment method, We need to pass to Klarna your personal information (name, billing and shipping address, email, phone number, date of birth, bank account or card details, personal ID number and order details). Your personal data will be handled in accordance with applicable law, Our Privacy Policy and Klarna's privacy statement.

If you would like more information on Klarna please click here.

5.3. Debit

According to the payment method you have chosen, either: -

a) We may pre-authorise funds (together with the relevant delivery charges) immediately upon order on your credit card (unless you chose the “Scheduled Delivery” option) after you submit your order and charge you for Products purchased when they have been dispatched to you for delivery,
b) We may charge you immediately for Products (together with the relevant delivery charges); c) when you chose the option “Click & Collect”, We may charge (together with the relevant delivery charges) you when the Products have been dispatched for delivery to the relevant Swarovski Store; or
d) when you chose the option “Buy Online & Pick Up In Store”, We may charge you immediately,

unless We inform you that in respect of certain Products payment shall be taken in advance, when or shortly after you submit your order.

5.4. Payment Conditions

For your security, the billing name and address must match the credit card or other method used for payment. Any Alipay, PayPal or Klarna account used must be in the name shown on your government issued identification document. We reserve the right to cancel any order that does not comply with this or with our other security criteria.

5.5. Consents

Please note, that if you pay online you indicate that you expressly agree to have your credit rating checked by inquiries to the officially-authorised credit protection associations, credit institutions, credit inquiry agencies and third parties contracted by Swarovski.

You further explicitly agree for Our eCommerce fraud prevention provider(s) to use automated decision making. Automated decision-making is the process of making a decision by automated means without any human involvement. These decisions can be based on factual data, as well as on digitally created profiles or inferred data. Your personal data will be processed in accordance with Our Privacy Policy.

6. DELIVERY AND RESERVATION OF TITLE

6.1. Delivery

In the Check-Out process you can select your preferred delivery method from those offered for your selected delivery address. We will endeavor to dispatch your order in accordance with the estimated delivery times set out at Shipping Options and Times, Scheduled Delivery and Regions Exempt From Delivery or as otherwise specified in the Check-Out process as you submit your order.

The Products ordered will be delivered to the delivery address you provide by Our contracted delivery service. Please ensure that you provide a valid and correct shipping address.

Please note that changes to the shipping address are not permitted once your order has been placed.

If Our supply of the Products is delayed by an event outside Our control then We will contact you as soon as reasonably possible to let you know and We will take steps to minimise the effect of the delay. Provided We do this, We will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact Us to terminate the contract and receive a refund for any Product(s) you have paid for but not received.

If you have asked to collect the products from Our Swarovski Stores, you can collect them from Us at any time during the opening hours of the relevant Swarovski Stores. Please use Our Swarovski Store finder page at https://www.swarovski.com/en_GB-GB/Store-finder/ for information on locations and opening hours.

Please note, that We do not deliver to hotels or PO boxes.

Upon receipt the shipment must be checked for accuracy and completeness.

If you so request, We will make efforts to deliver the Products at a specific time, but generally cannot make binding promises to do so.

6.2. Reservation of Title

Until the purchase price is paid in its entirety, the Products remain Our property. If you choose the Click & Collect or Buy Online & Pick Up In Store option (where applicable), title in the Products will pass to you at the date and time of collection of such Products in the designated Swarovski Store following receipt of payment.

With receipt of the Product all risk of damage to, or loss of, the Product shall pass to you. If you choose the Click & Collect or Buy Online & Pick Up In Store option (where applicable), all risk of damage to, or loss of, the Products shall pass to you upon the collection of the Products in the designated Swarovski Store.

Please note that, to the extent permitted by applicable law, any commercial resale or distribution of Our Products sold on the Websites is strictly prohibited.

7. CANCELLATION RIGHT

7.1. Cancellation Process

As a consumer, you have the right to cancel the contract of sale you have concluded with Us within fourteen (14) business days from receiving your Products without giving any reason.

Your cancellation right begins on the date you place your order and ends fourteen (14) business days after the date you receive your order (hereinafter referred to as “Cancellation Deadline”). You must send off the Product(s) within the Cancellation Deadline.

Please note it is not possible to return customised Products, or pierced jewellery items for hygiene and safety reasons. This does not affect your statutory rights.

Steps for cancellation:

a) Please inform Us:
Swarovski UK Ltd
1st Floor, Building 4,
Chiswick Park
566 Chiswick High Road
London W4 5YE
UK

email: customer_relations.gb@swarovski.com

To meet the Cancellation Deadline, it is sufficient for you to send your information to cancel an order (via email or letter) before the withdrawal period has expired. You may use the model cancellation form, but it is not obligatory.

b) Place the item(s) in the original shipping box. You have to take best efforts to send the Products back in their original condition with their original packaging and the return voucher must be attached to the Products.

c) Complete the return form (enclosed in the original parcel) and place it in the box.

d) Remove all other labels from the outside of the box.

e) Attach the returns label and commercial invoice (enclosed in the original parcel) to the outside of the box and seal the parcel securely.

f) Take the parcel to the nearest post office and post it. The label is prepaid; therefore, the return is free of charge. Make sure you get a copy of the postal receipt for further reference.

g) If you have lost your return label, please email Us at: customer_relations.gb@swarovski.com and We will send you a new label.

MODEL CANCELLATION FORM

Please copy and paste the form below, complete the details and return the form either by registered post to Swarovski UK Ltd, 1st Floor, Building 4, Chiswick Park, 566 Chiswick High Road, London W4 5YE, UK or by email: customer_relations.gb@swarovski.com.

To:

Swarovski UK Ltd
1st Floor, Building 4,
Chiswick Park
566 Chiswick High Road
London W4 5YE
email: customer_relations.gb@swarovski.com

I [NAME] hereby give notice that I cancel my contract of sale for the following goods:

[SPECIFY GOODS]
Ordered on [DATE] and/or received on [DATE]
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

7.2. Effects of cancellation

a) We shall reimburse to you all payments received from you, including the costs of the least expensive type of standard delivery offered by Us (i.e. if you choose to have the product delivered at a higher cost, then We will only refund what you would have paid for the least expensive type of standard delivery offered).

b) We will reimburse in the same means of payment as for the initial transaction; in any event you will not incur any fees as a result of such reimbursement. Please note that if you pay fully by Gift Card, the amount paid can only be reimbursed as a Gift Card. If partial payment is made by Gift Card, the amount paid via your chosen payment method will be reimbursed first via the same payment method. Any remaining amount will then be reimbursed to your Gift Card.

c) Your refund will be made within fourteen (14) business days from the day on which We receive the Product back from you or, if earlier, the day on which you provide Us with evidence that you have sent the Product back to Us.

d) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Product(s) if this has been caused by your handling them in a way which would not be permitted in a shop. If We refund you the price paid before We are able to inspect the Product(s) and later discover you have handled them in an unacceptable way, you must pay Us an appropriate amount.

e) Please retain your delivery note until you have received your refund.

f) It is not currently possible to return Products purchased in Swarovski Stores through the Websites.

g) Please note that if you decide to return only part of an order that has been purchased with a discount/promotion offer applied, the discount/promotion offer will be re-calculated.

h) If you decide to return only part of an order that has been purchased with a discount/promotion offer applied, the amount refunded will be subject to the minimum purchase amount placed on the offer, the value of the discount will be adjusted accordingly, and only the amount relevant to the returned item will be refunded. If the items returned bring the remaining total below the minimum purchase level of the offer, then the discounted amount will be deducted from the refund amount.

For example, a 10% discount (with a minimum purchase amount of £100) will be removed if the returned product(s) brings the total order value below £100. In case of a promotion with staggered prices, always the lowest amount will be refunded.

8. WARRANTY

We warrant the Products are of merchantable quality and free from material or workmanship defects, provided they are subject to normal use. No additional guarantee is provided.

The warranty period is two years from receipt of the Product(s).

This warranty does not cover damage to Products caused by accident, misuse and abuse, modification, attempted repair, negligence after purchase, ordinary wear and tear and/or failure to follow the Product’s care advice.

In the unlikely event your Product(s) are found to be defective under this warranty, please contact customer_relations.gb@swarovski.com or visit your nearest Swarovski Store. You will be asked for proof of purchase (e.g. your purchase or gift receipt), so please ensure you retain this. You will have the option of receiving a replacement Product, if available, or a full refund.

For After Sale Services, please contact: customer_relations.gb@swarovski.com.

9. LIABILITY

Nothing in these GTCs shall have the effect of excluding or limiting in any way Our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by Our negligence or the negligence of Our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; and for breach of your statutory rights in relation to the Product(s).

We are responsible to you for foreseeable loss and damage caused by Us. If We fail to comply with these GTCs, We are responsible for loss or damage you suffer that is a foreseeable result of Our breaking these GTCs or Our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both We and you knew it might happen (for example, if you discussed it with Us during the sales process).

We are not liable for business losses. We only supply the Products for domestic and private use.

10. DATA PROTECTION

Your personal data will be processed in accordance with applicable law and Our Privacy Policy. Please refer to Our Privacy Policy if you wish to receive more information on the manner in which We use cookies, the type of information We collect, how and for what purpose We use your information, and under what circumstances We disclose information. Our Privacy Policy (including information on the use of cookies) is incorporated into and forms part of these GTCs.

Additionally, where you use PayPal or Klarna as a payment method, your personal data will be handled in accordance with the PayPal or Klarna privacy policy (please refer to paragraphs 5.2(b) and (c)).

11. OTHER IMPORTANT TERMS

11. 1. We may transfer this agreement to someone else

We may transfer Our rights and obligations under these GTCs to another organisation. We will ensure that the transfer will not affect your rights under these GTCs.

11.2. You need Our consent to transfer your rights to someone else

You may only transfer your rights or your obligations under these GTCs to another person if We agree to this in writing.

11.3. Nobody else has any rights under these GTCs

These GTCs are between you and Us. No other person shall have any rights to enforce any of its terms.

11.4. If a court finds part of these GTCs illegal, the rest will continue in force

Each of the paragraphs of these GTCs operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

11.5. Even if We delay in enforcing these GTCs, We can still enforce Our rights later

If We do not insist immediately that you do anything you are required to do under these GTCs, or if We delay in taking steps against you in respect of your breaking these GTCs, that will not mean that you do not have to do those things and it will not prevent Us taking steps against you at a later date.

11.6. Which laws apply to these GTCs and where you may bring legal proceedings

These GTCs are governed by English law and you can bring legal proceedings in respect of the Products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the Products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the Products in either the Northern Irish or the English courts.

11.7. Alternative dispute resolution

Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how We have handled any complaint, you may want to contact the alternative dispute resolution provider We use. You can submit a complaint to The Retail Ombudsman via their website at www.theretailombudsman.org.uk. The Retail Ombudsman will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.

Last revised on 21st August 2019
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