Welcome to Customer Service
Title:Swarovski Products
Your online purchase
Order status
Order
Shipping
Payment
Returns & exchange
Click & Collect
Click & Reserve
Gift Cards & Vouchers
Membership
Most asked questions
What is the status of my online order?
我能否取消我的線上訂單?
我們致力處理您的訂單,儘快並有效率地把您訂購的貨物送出。您可以在收到訂單確認通知後約15 分鐘內取消訂單。
要取消訂單,請登入您的客戶帳戶,然後在您的訂貨記錄裡尋找相關的訂單,並點擊「取消訂單」的按鈕。如果仍然能夠取消訂單,系統將會請您確認該動作。
如果取消按鈕顯示為灰色,將無法在此階段修改或取消您的訂單。
假如您以訪客身份訂購,並在收到訂單確認通知後仍未超過15 分鐘,請立即透過致電或聊天功能(在辦公時間內)聯絡我們,我們的客戶服務團隊會盡一切所能處理您的要求。
如果已經不能再取消訂單,您可以按照我們的退貨政策退回不需要的貨品。或者,您可以在包裹送達時拒絕收件,我們的貨運合作夥伴將會把包裹送回我們的貨倉,您不需要支付任何額外費用。
一旦包裹到達我們的貨倉,您將會收到一封確認電郵,我們將會按照您訂貨時使用的支付方式將金額全數退還。
我能如何退還線上訂購的貨品?
You may return ordered items up to 7 days after their receipt (with the exception of Gift Cards and customised products).
Return your order as follows:
Step 1:
Return the product in its original packaging material and in its original carton.
Step 2:
Contact our customer service hotline at (852) 2133-1668 and specify the order number, the number of return item(s) and the return reason. Then, our customer service specialists will arrange the return for you.
"Return Reasons:
1 Description on the website was not accurate
2 Ordered more than one size
3 Style not as expected
4 Damaged
5 Dislike colour
6 Quality not as expected
7 Delivery issue
8 Fit or size
10 Incorrect product
11 Product uncomfortable"
Step 3:
The item(s) will be picked up by courier.
Step 4:
Once we receive the returned item(s) and return reason, your online return will be processed, and you will receive a return confirmation email. We will then refund the corresponding amount on the same payment method used to place the order.
NOTE:
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 my purchase?
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?
Can I change my delivery address?
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.
For unavailable products you may opt to receive notification if the product comes back in stock, for that please 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"
3) Add your current or desired location and that's it, you can navigate through the options displayed.
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 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?
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: www.swarovski.com/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.