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 day and a maximum of 1 creation for limited editions per client per order per day.

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 Le Desk.

Van Cleef & Arpels can only deliver to Japanese addresses.

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

- Standard delivery: Within 3 business days from time of order (excluding weekends and holidays)*1
- Express delivery: 1 to 2 days
- Same-day (excluding weekends and holidays). This service is limited to addresses within the 23 wards of Tokyo and orders made by the afternoon.*2

*1
May take longer to arrive in cases of orders with out-of-stock items, custom engraving, as well as in cases of delivery to remote areas in the country or other special circumstances. Payment confirmation may also be a cause of delays.

*2
This service may not be available in cases of orders with out-of-stock items, custom engraving, or other special circumstances.

All our shipping options are complimentary.

Van Cleef & Arpels can only deliver to Japanese addresses.

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

- Standard delivery: Within 3 business days from time of order (excluding weekends and holidays)*1
- Express delivery: 1 to 2 days
- Same-day (excluding weekends and holidays). This service is limited to addresses within the 23 wards of Tokyo and orders made by the afternoon.*2

*1
May take longer to arrive in cases of orders with out-of-stock items, custom engraving, as well as in cases of delivery to remote areas in the country or other special circumstances. Payment confirmation may also be a cause of delays.

*2
This service may not be available in cases of orders with out-of-stock items, custom engraving, or other special circumstances.

Van Cleef & Arpels is unable to deliver to hotel reception or office front desks. Thank you for your understanding.

You will receive an order confirmation with a tracking link through email once your items have been shipped. 
 

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

Van Cleef & Arpels e-Boutique accepts the following methods of payment:

- Credit card: American Express, Visa, Mastercard, Diners and JCB (CB, Maestro) cards are accepted. Please note that JCB cards cannot be used if ordering for boutique pick-up or for Your Poetic Setting services.

- Bank transfer: For boutique pick-up or standard delivery orders. Customers will be responsible for any additonal transfer fees.

- Cash-on-delivery: Limited to standard delivery orders for amounts no greater than 1,000,000 yen (including tax). Not available for orders with Your Poetic Setting or custom engraving services. Van Cleef & Arpels will be responsible for any cash-on-delivery fees.

- Instalment payment is offered depending on your bank

- 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.

The Van Cleef & Arpels website uses Secure Socket Layer (SSL) technology to ensure your purchases are safe, simple and secure. SSL encrypts and protects your personal information sent through the website.
 

In the case of credit card purchases, 3D Secure has been introduced for those with registered identity verification with their credit card companies.

Items that have been purchased through our website or Le Desk can be exchanged within 30 days from purchase date (date shown on the certificate of sales, including international certificate of sales). Items to be exchanged must be in their original state, enclosed in their original packaging including all original protective coverings, accessories, and labels, as well as the certificate of sales. Please return for exchange with the return label filled out and enclosed.

Please note that we cannot accept returns or exchanges on items that have been engraved, modified outside of Van Cleef & Arpels, adjusted for size or otherwise customized.

To return your order, you may call our personal advisors.

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 from purchase date. In terms of refund, only the client will be entitled to receive a refund.

Once the item has been received, Van Cleef & Arpels will check the item and the refund or exchange will only be processed in accordance to the return policy if the item is found to comply with the return policy stated in the Terms of Use.

The purchased product will be delivered with a Van Cleef & Arpels original shipping box, special wrapping and branded shopping bag.

A printed personalized message can be included on a message card included with your purchase. One message card can be included per order and can be personalized during the ordering process.

Custom engraving services are available for a selection of items including rings.

You will personalize your engraved message for items that are available to be engraved 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 ¥ 21,780 (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.