Frequently Asked Questions

Shipping Info
  • How long does an order usually take to process for shipping?

    Once your order is FINALIZED, in-stock goods are already in-transit from the manufacturers and relevant warehouses to our shipping hub. The Estimated Last Mile Dispatch Period (last leg of delivery) is shown during checkout and on your Order Confirmation email to avoid speculation. For an order that contains only in-stock items, tracking number of the last mile will usually become available within around 1 to 6 business days. Special ordered items may take a longer time since production is required. Our staffs can usually finalize your order within the same business day your order is placed. If necessary, we ship additional shipments every week (free of charge) until your order is completed.

  • Where do you ship to?

    We can ship to you as long as your address has postal service. There should be a person to sign for your package at the delivery address you provide. Yes, we also ship to where Santa lives.

  • How much is shipping?

    You can view the shipping costs and available options on the Shopping Cart page once you added item into your cart. You may also find out more on our Shipping Information page.

  • Where do you ship from?

    Once your order is confirmed, items are dispatched from the factory (eg. Austria) on our scheduled weekly flights to our shipping office in Hong Kong. Since Hong Kong is a trading port, it allows shorter shipping time and lower overall cost to all parts of the world. Please note that even Hong Kong has been occupied and became a part of China since 1997, Hong Kong has its own unique set of laws, currency, governance, and most of all, talents, which distingush us from any typical business that operates in Mainland China.

  • I paid for expedited shipping. Why has not my order been shipped yet?

    The Estimated Last Mile Dispatch Period is shown during check out and also on your Order Confirmation email. The selected shipping method only covers the last leg of the shipment chain. It does not change the necessary time to process, prepare, and dispatch your order. The payment is made for the faster last leg shipment service only. Priority Handling is an option available during checkout for time-sensitive orders, which may or may not speed up the overall process.

  • What is Priority Handling?

    Priority Handling allows extra resources to get your items forwarded to our shipping hub more quickly. Your order is moved to the top of the list for processing. With this option selected at checkout, we can allocate more resources to secure your items within a shorter time. Beside our own warehouse, we also access multiple manufacturer warehouses worldwide on a scheduled basis. With Priority Handling, we can arrange express warehouse collection/transfer so your order may be forwarded to you earlier.

Ordering Info
  • Is there a minimum order amount?

    No, there is no minimum purchase required. As long as the quantity is suitable for you, you may purchase as little as 1 item.

  • I do not have a business (or a business license), may I order?

    Yes. Even though most of our clients are purchasing for their business, we welcome everyone regardless of background. However, please note that all transactions will be treated with wholesale standard (caveat emptor), as opposed to services that retail business provides.

  • Do you have a phone number?

    We do but not for customer service purposes. Our customers are all over the world in different time zones. We have no plan to implement 24/7 phone support and pass its expense onto you. We would like to keep our focus on the online atmosphere. We are much easier to reach by email (through our online form) and we answer messages every day. Not only we can keep a log of communication with you, we can also address your matter more accurately.

  • Can I change or cancel my order?

    Usually this is not possible after an order has entered into the FINALIZED stage. Without delay, in-stock goods are already in-transit to our shipping hub once your order is FINALIZED. Please make sure you are only placing your final order.

  • I have ordered a package 1440 pieces, but it contains only 1438 pieces?

    Please note customized items, such as settings, and also regular production items are subjected to under- and over-supply of 5 to 10%. Wholesale packages rarely contains the exact quantity as marked on the package; usually there's more but in some cases there maybe a few pieces less. There are also some rare cases where the package is tempered at the Customs. It may be true if the sealed package was broken prior you received the package.

  • How long does it take to fulfill an out-of-stock item?

    Items that are not in-stock require production. This could take weeks to months to complete. For Swarovski items, our website provides the estimate of the next available batch. However, this is just an estimate and Swarovski frequently change the schedule without warning. Since cancellation is not entertained by the factory, you are advised to place only in-stock items if time is sensitive.

Product Info
  • Do you have a printed catalogue?

    No. Since we update and add new products frequently, the items that we offer are all listed on our online catalog website. There are, however, PDF catalogs that you can download and print. For Swarovski products, please see here.

  • Do you offer samples?

    Swarovski has over 20,000 unique items and we simply cannot stock them all. Only certain articles/colors have sample quantity for ordering through our website.

  • Are the crystal genuine Swarovski?

    Yes, and we are very serious about distributing only genuine products. We are a direct importer of Swarovski components and deal with Swarovski factory in Austria directly without any middleman. Authenticity can be proven by the seal on the factory package (original package). Certificate of Authenticity (COA) is the package itself. Also, the quality of Swarovski crystal is not mistakable. To further ensure authenticity, we do not accept any returning packages that are not sealed or not in the same condition as produced by the factory.

  • Does the crystal come in original package?

    Factory package quantity comes in its original package (sealed), as prepared by the factory in Austria. There are rare cases where packages have to be open or replaced because we have to verify the content or the package is damaged.

  • Is the product in stock?

    To see if an item is in stock, first browse to the product page. When you move your mouse over the word "Stock Status" (usually under the color attribute), a small pop up window will show you exactly how many pieces are available. Items that do not show stock status, please contact us.

  • What are the difference between Colour (Uncoated), Colour (Half Coated), Crystal (Ordinary Effects), Crystal (Special Effect), Crystal (Full Coated Effect), and Colour (Full Coated)?

    These are the colour categories that Swarovski use to distinguish colour type and its price. "Uncoated" means nothing is applied on the surface of the stones. "Coated" means effects have been applied on the surface of the stones, such as AB coating. "Half Coated" means only half of the surface is applied with an effect, while "Full Coated" has all the surface applied by an coating effect, such as AB 2x.

Information and prices are subject to change without notice.
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