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Welcome to Customer Service

If you are looking for helpful answers, then you are at the right spot.​ You can browse through the options below and have your questions clarified in a matter of a few clicks.
Most asked questions
What is the status of my online order?
Enter order details
Please enter your order details, which are provided in the confirmation email and the invoice.
* Mandatory Fields
Order Number *
Last name *

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.

How do I return my online order?

You may return ordered items up to 30 days after their receipt (with the exception of Creators Lab products, Gift Cards and customized products). Return your order as follows:

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

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.

3. Peel away the pre-addressed return label attached to this form and place it over the original shipping label.

Return address:

Swarovski Riccarton – Online Returns
Shop S126 Westfield Riccarton
129 Riccarton Rd
8041 Riccarton
New Zealand

Online Returns:
Please be advised that we are unable to accept or process any online order returns as our Queen St, Auckland office is currently closed due to the lockdown. We would be pleased to accept your return once our Queen St store is open and operating. We apologise for any inconvenience caused

4. Take the parcel, together with the original, filled-in return form to the nearest post office and send it by standard mail. Please keep a copy of your postal transaction slip for your reference.

If you received the item(s) as a gift, the sender will be refunded automatically. Please bear in mind it is not possible to replace or exchange products bought online. Unwanted items would need to be returned per our returns policy. Please place a new online order for the correct product you need.

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

Can I exchange a product from my online order?

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.

Is International Exchange allowed?
Due to various reasons (including, without limitation, different jewelry collections in USA, Asia, Europe, and for our Travel Retail business, different taxes, different price structure, local legal requirements, logistic reasons) Swarovski does not have an international exchange or refund policy. As a result, we are thus unable to exchange, substitute, or refund products purchased abroad

Can I change my 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 organize the delivery of your parcel in the most suitable way for you, by utilizing our delivery partners’ web portal.

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

What size should I buy?

At Swarovski, we know that finding the correct size for your ring, necklace or bracelet is important. To help you find the correct size, we have created this handy guide.

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.

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

Is my item repairable?

Please take your item, along with a proof of purchase, to your nearest Swarovski store, where they will be happy to assist and assess the item. ​

If a fault is found and considered to be covered by the warranty, an exchange or a repair will be offered. ​

If the damage is outside the scope of the warranty, then we might be able to offer a repair at cost.​

You can find your nearest store using our online store finder:​

Please note, if no proof of purchase is presented, or if the item is outside of its warranty period, we may still be able to offer a repair at a charge.​


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