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 – 5 to 10 business days
How much does delivery cost?
All of our shipping options are complimentary.
Can my order be delivered to a Van Cleef & Arpels boutique?
We currently do not offer the service.
May I have my order delivered to a hotel or work?
Your order may be delivered to your work place and holiday residence. 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.
How can I track my order?
You will receive a tracking link to the email provided at checkout once your order has been shipped.
You may also contact one of our personal advisors by phone, email or chat for assistance.
What are my payment options?
You may pay your online order with the following methods:
- Credit cards: American Express, Visa, Mastercard, Diners, JCB (CB, Maestro) and Discover cards are accepted
- Paypal Express
- Bank transfer (Please note that it cannot be used if the delivery country is the Netherlands)
- Klarna Pay Now (payment option available in selected countries)
- Klarna Pay Later (payment option available in selected countries)
- Apple Pay
- Google Pay
- WeChat Pay
- Ideal (Netherlands only)
- Trustly (payment option available in selected countries)
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.
Return & Exchange
What is the return & exchange policy?
Creations purchased online or through our Client Relations Centers can be returned for refund or exchange within 30 days from the delivery date.
To qualify for any exchange or refund, the following conditions need to be met:
• It must be returned in a new and unworn state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original packaging, including all accessories and documents, and accompanied by the appropriate sales slip.
• The creation does not have any personal engravings and has not been altered from its original condition (resized, modified)
• It is not a custom order or special order.
How can I return my order?
To return your order, please call our Client Relations Center and one of our personal advisors would be delighted to assist by sending you a return label via email.
Can I return an online order in a boutique?
Yes. Please contact our Client Relations Center, so that they may assist you in finding a nearby boutique to process your return.
Can I exchange or return a gift?
A client or a recipient of a gift from Van Cleef & Arpels may return or exchange it within 30 days following delivery.
The orignial purchaser is entitled to receive a full refund.
If the gift recipient chooses to exchange their gift, the original purchaser will be entitled to a refund of the difference, should the gift recipient choose a Van Cleef & Arpels creation of lesser value. If the returned product is less expensive than the exchanged item, the gift recipient will be charged the difference in price.
When will I receive my refund?
After you have initiated your Return Request, you will receive a Return Confirmation notification to the email used at purchase. All returns pass a quality assurance inspection. If approved, please allow up to 14 days before the refund is credited back to your original payment method.
How will my Van Cleef & Arpels creation be delivered?
The Maison enchants your order with its new wrapping. All of our creations are carefully wrapped in an elegant signature green box reflecting the poetic universe of Van Cleef & Arpels. Discover Van Cleef & Arpels new wrapping here
Can I include a personalized gift message with my purchase?
For gifting occasions, you may include a personalized message with your package.
You may either:
1. Enter your message during Checkout or
2. Handwrite your message on the complimentary Van Cleef & Arpels card
SERVICES AND PERSONALIZATION
Can I engrave my piece?
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.
Can I adjust the size of my Van Cleef & Arpels creation?
To ensure a perfect fit, Van Cleef & Arpels offers size adjustment services. 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.
How much does it cost to adjust a creation?
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).
How long does it take for the adjustment service to be completed?
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.
Care & repair
How to take care of my piece?
You may visit our care advice section where you’ll find advices for each of your creations and for their precious stones and material. You may also find care advices and instructions for your watch on this section. For further information, you may contact one of our personal advisors by phone, email or through our online chat.
What should I do if I have a problem with Van Cleef & Arpels creation?
We strongly advise you to visit one of our Van Cleef & Arpels boutiques should you have any problem with your creation or for all issues related to care or after-sales service, whether it concerns jewelry or watches. Our personal advisors will be pleased to advise you on the appropriate service. Any kind of work or alteration made outside our workshops is a risk of damaging or altering the integrity of your creation.
How long is the repair intervention on a Van Cleef & Arpels jewelry or timepiece creation?
Each intervention lead time may vary depending on the complexity of the work required. Your boutique advisor will be able to provide you with an estimated duration but the creation will always be closely examined by our experts in the workshops where a definite diagnosis, cost and duration will be established and submitted for your approval.
How can I choose between the different creation sizes?
We invite you to explore our motifs size guides for Alhambra, Perlée and Frivole collections. You may also find size guides to help you find your ring size.
How can I be sure that my piece is a genuine Van Cleef & Arpels creation?
We recommend to purchase your Van Cleef & Arpels creation from our boutiques or our official website. Each creation comes with a certificate of authenticity.
For your information we will not provide an instant expertise in our boutiques, but an authentification certificate can be established by our Heritage experts. Discover additional information on our services page or visit one of our boutiques for more details.
MY VAN CLEEF & ARPELS ACCOUNT
Why should I create a Van Cleef & Arpels account ?
Creating an account will allow you to track your online order directly. It will also allow you to save time during the checkout process.
I cannot log into my account. What should I do?
If you have forgotten your password, please click on the log-in section in the upper right hand corner of the website and click on “Forgot your password?”. You will receive an email with further instructions. Please check your inbox and click on the link provided in the email to reset your password.