FAQ

All creations accompanied by an "Add to cart" button can be purchased online.

You may also complete your purchase by calling our Client Relation Center.

You may purchase a maximum of five creations in one order.

There is a maximum of 2 creations of the same reference per client per order per year and a maximum of 1 creation for limited edition creation per client per order per year.

If you are interested in purchasing a creation that is currently unavailable, we invite you to contact our Client Relation Center. A personal advisor will provide you with further information.

Our personal advisors will be delighted to assist for any update of your order by phone, email or through our online chat.

Online and phone orders may be delivered to Canada only.

The following delivery options may be offered depending on the region and the availability of your creation. You may get an estimated delivery date once your selection is in your basket.

- Standard delivery – 3 to 5 days

All our shipping options are complimentary.

When placing an order, you may choose delivery at home or in one of our eligible boutiques. To do so, you may select the click & collect option during your online purchase.

Your order may be delivered to your work place, your holiday residence but we do not deliver to hotels, hospitals, freight forwarders or directly to UPS and FEDEX store locations. Please note that in any case, a signature from an adult will be requested at the time of delivery.

As soon as your order is shipped, you receive a tracking link through email.

You may also contact one of our personal advisors by phone, email or chat for assistance.

You may pay your online order with the following methods: 

- Credit cards: American Express, Visa, Mastercard, Diners, JCB (CB, Maestro), China UnionPay and Discover cards are accepted

- Paypal (Please note that it cannot be used if ordering for boutique pick-up)

- Apple Pay (Only for Safari browser)

- Google Pay

- Alipay

- WeChat Pay

- Bank transfer for phone sales 

Some payment options are not available for all orders. You may contact one of our personal advisors by phone, email or chat for more information.

All transactions placed on www.vancleefarpels.com are secured thanks to the HTTPS protocol and encrypted to protect your information.

Security for payments with credit cards is also enforced with the 3D-secure protocol.

Creations purchased online or through our Client Relation Centers can be returned for refunds or exchanges within 30 days from the delivery date.

Nevertheless please note that engraved and damaged creations are not eligible for returns.

To return your order, you may call our personal advisors. One of our client advisors will send you the return label via email.

If you wish to return your order in a boutique, one of our personal advisors will assist you to find the eligible boutiques.

A client or a recipient of a gift from Van Cleef & Arpels may return or exchange it within 30 days following delivery.

In terms of refund, only the client will be entitled to receive a total refund or the refund of the price difference if the returned product is more expensive than the exchanged Van Cleef & Arpels creation.

If the returned product is less expensive than the exchanged item, the Gift Recipient will be charged the difference in price.

As soon as we receive your return, we will process your refund request. You will first receive a return confirmation notification. Then, creation(s) will be submitted to a quality control. Once the control passed you should receive your refund within 14 business days.

All our creations are carefully wrapped in an elegant and secured parcel and a shopping bag is slipped in all boxes for gift occasions.

For gifting occasions, you may include a personalized message with your package. Write your message on your shopping bag page or choose to handwrite it on the blank card that will be included in your parcel.

A selection of creations may be engraved. When engraving is available, it is precised on the product page. You may add your message once the creation is in your shopping bag. Please note that engraving is not provided prior to delivery.

To ensure the perfect fit and your absolute comfort when wearing your creation, Van Cleef & Arpels offers an adjustment service. This intervention is available for most of the creations, depending on their technical and aesthetic specifications. We kindly advise you to contact the closest boutique to confirm your need.

The Maison offers this service as a courtesy for 3 months after purchase. Beyond 3 months, the price of the service is of 230 CA$ (W/O VAT).

It takes less than 2 weeks for the adjustment service to be completed, but each intervention lead time may vary, depending on the complexity of the work required.