Welcome to Customer Service
Title:Swarovski Products
Your online purchase
Order status
Order
Shipping
Payment
Returns & exchange
Gift Cards & Vouchers
Most asked questions
What is the status of my online order?
Can I cancel my order?
We work hard to process your order and get your purchases out for delivery quickly and efficiently. An order cancelation may be possible within 15 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 cancelation is still possible you will be asked to confirm the action.
If the cancelation button is greyed out inactive your order can’t be changed or canceled at this stage.
In case you ordered as a guest and you are within 15 minutes of receipt of your order confirmation, please contact us immediately via phone or chat (during opening hours) and our customer service team will do every effort to process your request.
If cancelation is no longer possible, unwanted items can be returned per our returns policy.
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?
顧客滿意度是Swarovski 的首要目標。您可於收到線上訂購貨品後14日內退貨(Creators Lab 產品、禮物卡、SWAROVSKI 口罩(如已拆開包裝,基於衞生原因將不予退換)除外)。請按照以下步驟退還已訂購的貨品:
步驟 1:
為登記退貨手續,請前往returns.swarovski.com取得您的退貨標籤/二維碼。
步驟 2:
輸入您的訂單號碼和電郵地址,然後依照指示完成退貨登記手續,並取得您專屬的二維碼或退貨標籤。
步驟 3:
利用其原裝紙盒和原包裝物料裝封要退還的貨品。
步驟 4:
請填寫退貨表單,並將該表單與商品一起退回。請同時填寫退貨物品數量及退貨原因。在包裹中附上退貨表單非常重要,以便我們及時處理您的退貨。
步驟 5:
依照您選擇的退貨快遞供應商的指示退還包裹。
步驟 6:
保留退貨郵費的支付證明。
步驟 7:
預留大約14 個工作天讓我們處理您的退貨手續。當系統處理您的線上退貨事宜時,您將會收到一封退貨確認電郵,我們將會處理您的退款事宜。退款金額可能需時10 個工作天,才會顯示在您的帳戶上。您可透過負責退貨的快遞供應商提供的連結追蹤您的退貨包裹。
我是否能交換已購買的貨物?
網上購買的商品無法透過郵寄方式換貨。所有退回的產品都將按照原始付款方式退款。請在線上重新訂購正確的產品。
或根據產品供應情況直接更換相同產品的尺寸。前往離您最近的門市(不包括特約商店)連結搜尋門市
許可跨國換貨嗎?
由於各種原因(包括但不限於美國、亞洲、歐洲所銷售的不同首飾系列,以及對遊客零售業務方面的不同稅項、不同價格結構、當地法例要求、物流原因等),施華洛世奇不設國際換貨或退款政策。因此,我們無法為在海外所購的產品提供更換、替代或退款服務。
我可以更改配送地址嗎?
包裹一旦在途中,則不一定能夠更改配送地址或配送日期。您可運用我們配送夥伴的網站,讓您以最適合的方式安排配送您的包裹。
我如何能夠查詢產品供應狀況?
對於缺貨產品,您可以選擇產品有存貨時收取通知。為此,請在產品資料頁面點擊「通知我」,並填寫您的電郵地址。
請按照以下指示查看庫存:
1) 在我們的網上商店選擇您想要的產品
2) 前往產品資料頁面,在「加到購物袋」按鈕下方選擇「查詢店舖庫存狀況」
3) 只需加上您目前或希望取貨的地點,就可以瀏覽頁面顯示的選項。
如何挑選尺寸?
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.