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.
How many items may I purchase in one order?
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.
What if a product is unavailable?
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.
How can I modify or delete my order?
Our personal advisors will be delighted to assist for any update of your order by phone, email or through Le Desk.
Delivery
What are the delivery options?
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.
How much does the delivery cost?
All our shipping options are complimentary.
Can my order be delivered in a Van Cleef & Arpels boutique?
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.
May I have my order delivered to a hotel or at work?
Van Cleef & Arpels is unable to deliver to hotel reception or office front desks. Thank you for your understanding.
How can I track my order?
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.
Payment
What are my payment options?
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.
Is my payment safe on www.vancleefarpels.com?
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.
Return & Exchange
What are the conditions of return?
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.
How can I return an order?
To return your order, you may call our personal advisors.
Can I return an online order in a boutique?
If you wish to return your order in a boutique, one of our personal advisors will assist you to find the eligible boutiques.
Can I exchanged or return a gift?
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.
When will I receive my 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.
Packaging
How will my Van Cleef & Arpels creation be delivered?
The purchased product will be delivered with a Van Cleef & Arpels original shipping box, special wrapping and branded shopping bag.
Can I include a personalized gift message in my purchase?
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.
SERVICES AND PERSONALISATION
Can I engrave my piece?
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.
Can I adjust the size of my Van Cleef & Arpels creation?
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.
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 ¥ 21,780 (INCL. VAT) .
How long does it take for the adjustement service 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 to your approval.
Size guides
How can I choose between the different creation sizes?
Please consult our motif size guide for the Alhambra, Perlée and Frivole collections. Our size guides can be used to help you find your ring size.
Authenticity
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 create a Van Cleef & Arpels account ?
Creating an account will allow you to track your online order directly. It will also allow you to check-out faster next time, as you will not need to re-enter your personal data.
I forgot my account password, how can I retrieve it ?
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.
Van Cleef & Arpels collects information about you when you interact with us in boutiques, online or via our client relations center by phone. For further information about how we use information we collect from you and how we share, protect, retain your information and for further information about your rights, please see our Privacy Policy.
What is Van Cleef & Arpels policy on the use of cookies?
Our websites, mobile applications and other digital platforms use cookies in accordance with our Cookie Policy. Our Cookie Policy explains how we collect, use, disclose and transfer the personal information that you provide us on our platforms, when you visit a Van Cleef & Arpels boutique, contact the Van Cleef & Arpels client relations center by phone, or when you interact with us over social media platforms.