FAQ

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

Please kindly note that the following quantity limits may apply:
• Maximum of (1) creation of limited edition creation per client.
• Maximum of (2) creations of the same reference per client per year.
• Maximum of (5) creations per client per month.

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 not be delivered cross-border. Our website is country specific. Please go to the country you would like your order to be delivered to. 

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
- Express delivery – 1 to 2 days
- Morning delivery – Before 9 am or 12 pm
- Saturday delivery
- On demand delivery – selection of date and time slot

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 or hospitals. Please note that in any case, a signature will be requested at the time of delivery.

As soon as your order is dispatched, you will 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) and Discover cards are accepted
- Paypal
- 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
- Alipay
- WeChat Pay
- Ideal (Netherlands only)
- Trustly (payment option available in selected countries)
- Twint (Switzerland only)

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.

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.

To return your order, you may call our personal advisors. One of our personal advisors will send you the return label via email and organize a pick up date for your parcel.

You may be able to return the product to a Van Cleef & Arpels retail boutique in the country where your product was delivered. Please call our personal advisors for further details.

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 days.

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 the Maison's new wrapping here.

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.

You may engrave a selection of creations in boutiques or online.

You may see on each product page if engraving is available. If it is enabled online, you’ll be able to add your engraving message once the creation is in your shopping bag.

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 180 € (INCL. 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.