Online Boutique Guide
Only individuals (and not legal entities) who (a) have reached the age of majority (eighteen in most provinces of Canada), and (b) have legal capacity to enter into contracts and (c) reside in Canada at the time of purchase may order products through the Client Relations Center or on the Website. If you are under the age of majority or otherwise cannot lawfully enter into a contract, you must have your parent or guardian place an order on your behalf and thereby assent to these Conditions of Sale. Any orders placed in violation of this provision shall be null and void.
By placing an order through the Client Relations Center or on the Website, you represent and warrant that you are a bona fide end-user customer and will not deliver, sell or otherwise distribute Van Cleef & Arpels products or purchase Van Cleef & Arpels products for commercial purposes or any other commercial benefit. If Van Cleef & Arpels believes, in its sole discretion, that an order would violate the terms of the preceding sentence or that the Customer is engaging in fraudulent or grey market activities, then Van Cleef & Arpels may refuse such order.
Moreover, in the event that Van Cleef & Arpels reasonably suspects that a third party has breached a customer's registration, password and/or account login, Van Cleef & Arpels shall immediately cancel and terminate the account.
We only accept orders for delivery to addresses in Canada. Please note that Van Cleef & Arpels does not ship to PO boxes, APO/FPO addresses or hotels.
We will use reasonable efforts to ensure the following estimated delivery lead times from the date of your order but cannot guarantee these delivery lead times for Canada:
Type of delivery
Delivery Lead Time
Charge to Customer
6-8 Business Days*
*Saturday will not be considered as a regular business day with respect to estimated delivery lead time.
When estimating package delivery time, please allow time for credit approval, address verification and order processing. Once the order is processed and ready for shipment, we will send you the Confirmation of Order by email or by fax.
Each delivery package will contain, in addition to your purchased Van Cleef & Arpels product: (I) all related accessories, if any, (II) the document holder including the Product Manual, as applicable, and the Certificate of Authenticity and Warranty Card; (III) a blank or a printed gift note containing your message, if so requested by you when you place your order, and one additional blank note per additional product; (IV) the return form and pre-paid return label and (V) the packing slip without price.
When ordering products on the Website or Client Relations Center¬, you, as the Customer, will receive an invoice that will be sent to your email address as a .pdf attachment. You may also at any time later request an invoice by calling the Client Relations Center (1-855-203-0938). Please note that Van Cleef & Arpels may request that you provide proper identification as a condition to complying with such request.
Van Cleef & Arpels insures each purchase during the time it is in transit until it is delivered to you. We require a signature by an adult to confirm your acceptance of each Van Cleef & Arpels product delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you understand and accept that evidence of a signature by such recipient (or at that delivery address) is evidence of delivery and fulfillment of the sale contract by Van Cleef & Arpels and transfer of responsibility to the recipient in the same way as if the product had been delivered to you.
In order to ensure your total satisfaction, a Customer or a recipient of a gift of Van Cleef & Arpels products (a “Gift Recipient”) may return Van Cleef & Arpels products in accordance with the return and exchange policy set forth below. Returns of Van Cleef & Arpels products that are not in compliance with the conditions and timeframes set forth below may be rejected by Van Cleef & Arpels and will be sent back to the Customer or Gift Recipient, as the case may be.
Van Cleef & Arpels allows the Customer or Gift Recipient to return Van Cleef & Arpels products purchased on the Website within thirty (30) days following delivery, but subject to the further terms and conditions set forth below.
Products that have been purchased on the Website or through the Client Relations Center may be returned to the Van Cleef & Arpels e-boutique distribution center, at the following address: Richemont Canada, Attention: E-Commerce Returns, 4610 Eastgate Parkway, Unit 1, Mississauga, Ontario L4W 3W6.
Products that have not been purchased on the Website or through the Client Relations Center may NOT be returned to the Van Cleef & Arpels e-boutique distribution center.
If a Customer or Gift Recipient wishes to return a product to the Van Cleef & Arpels e-boutique distribution center, then such person must comply with the following steps:
i) Call the Client Relations Center at 1-855-203-0938 to request a Return Authorization Number (RAN). This number is required prior to returning any product to Van Cleef & Arpels,
ii) Fill out the required information, list the applicable Return Authorization Number (RAN) on the return form and sign it,
iii) Include the completed return form with the product, all its accessories, the User Guide, the Warranty Card and all other documents, in its original box and delivery package,
iv) Seal the delivery package and affix the pre-paid delivery label to it,
v) Bring the package to any UPS location or call UPS to arrange pick-up.
Should the Customer or Gift Recipient decide to return a purchased item within the 30-day period, Van Cleef & Arpels and the Customer or Gift Recipient, as the case may be, agree that Van Cleef & Arpels maintains a special interest in the merchandise and will therefore purchase insurance on the returned merchandise. Van Cleef & Arpels is under no obligation to do so but will take this initiative for the Customer's or Gift Recipient’s convenience.
The Customer or Gift Recipient, as the case may be, must keep a proof of return shipment, and Van Cleef & Arpels accepts no liability in the event that such proof cannot be produced. Only merchandise received by the Van Cleef & Arpels e-boutique distribution center will be eligible for a refund.
Upon receiving a return, Van Cleef & Arpels will verify that the returned product satisfies the conditions of the return policy and, if so, then proceed with the applicable refund or exchange.
Van Cleef & Arpels products must be returned in a new and unused 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 Van Cleef & Arpels box and delivery package, including all accessories and documents. Van Cleef & Arpels will not accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way.
Watch bracelets that have been adjusted at the Customer’s request must be returned with the exact same number of links as in the original delivery package.
All returns will be subject to strict Quality Control (QC) by Van Cleef & Arpels to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, Van Cleef & Arpels will refuse the return, and the products will be sent back to the Customer or the Gift Recipient, as applicable. If the returned product satisfies QC standards, Van Cleef & Arpels will proceed with the applicable refund or exchange.
All orders placed on Van Cleef & Arpels’ online boutique are delivered in an exclusive and elegant package. To discover our signature packaging, please click here.