Bienvenue dans le Service Clientèle
Title:Vous n’avez pas trouvé de réponse à votre question ?
Les questions les plus fréquemment posées
Quel est le statut de ma commande en ligne ?
Qual è la procedura di reso del mio ordine online?
Chez Swarovski, la satisfaction de notre clientèle est notre priorité absolue. Vous pouvez retourner votre commande en ligne dans un délai de 14 jours après réception (sauf pour les produits Creators Lab, les cartes cadeaux et – pour des raisons d’hygiène – les masques Swarovski, si ceux-ci ont déjà été déballés). Pour retourner votre commande, veuillez suivre les étapes suivantes:
ÉTAPE 1:
Enregistrez votre retour en allant sur la page returns.swarovski.com pour obtenir un code QR / bordereau de retour.
ÉTAPE 2:
Saisissez votre numéro de commande en ligne et votre adresse e-mail, puis suivez les instructions pour terminer l’enregistrement et recevoir votre bordereau de retour ou code QR unique.
ÉTAPE 3:
Emballez les articles à retourner dans leur emballage d’origine.
ÉTAPE 4:
Remplissez le formulaire de retour et joignez-le à votre colis. Précisez le nombre d’articles retournés ainsi que le motif de votre retour. Il est très important de joindre le formulaire de retour à votre colis pour que nous puissions traiter votre retour.
ÉTAPE 5:
Retournez le colis suivant les instructions du transporteur que vous avez choisi.
ÉTAPE 6:
Conservez la preuve d’expédition du retour.
ÉTAPE 7:
Comptez environ 14jours ouvrables pour le traitement du retour. Une fois que votre retour en ligne aura été enregistré, vous recevrez par e-mail une confirmation de votre renvoi et le remboursement sera alors effectué. Les remboursements peuvent mettre jusqu’à 10jours ouvrables avant d’être crédités sur votre compte. Vous pouvez suivre votre colis de retour par le lien fourni par le transporteur chatgé d'effectuer cette démarche.
À quelle date recevrai-je mon remboursement ?
Online Purchases
Return via Courier:
Your return will be processed within 10 business days after we receive the item at our warehouse. You’ll receive a confirmation email once it's processed. Refunds may take 5–10 business days to appear in your account, depending on your payment provider.
Returns to Store:
Returns are processed on the same day in-store. However, refunds may take 5–10 business days to appear in your account, depending on your payment provider.
In-Store Purchases
Return to Store:
Returns are processed on the same day. Refunds may take 5–10 business days to appear in your account, depending on your payment provider.
Where can I find my Invoice?
For orders placed while logged into your account, you can also download a digital copy of the invoice as soon as the order is shipped by visiting My Account > Order History. Simply select the relevant order to access your invoice.
Can I change my delivery address?
Can I exchange my product?
Online purchase
It is not possible to exchange online purchases returned via post. All returned products will be refunded to the original payment method. Please place a new online order for the correct product.
Or for straightforward size exchanges of the same product subject to product availability. Visit your nearest store (excluding concessions)
Instore purchase
Exchanges for a different size, colour or alternative product can be processed at your nearest store, subject to product availability.
For more information on qualifying for an exchange, see our Returns policy.
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.
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.
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.