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.
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.
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.
What are the delivery options?
Van Cleef & Arpels can only deliver to Japanese addresses.
- Standard delivery: Within 3 business days (excluding national holidays)*
- Express delivery: The next business day (excluding national holidays) - This service is available to residents of Tokyo 23 wards only and provided that you place the order before 24:00 on the previous day.**
- Same day delivery: The same business day (excluding national holidays) - This service is available to residents of Tokyo 23 wards only and provided that you place the order before 12:00 on the day.**
*Due to the unavailability of our engraving service and confirming wire transfers on weekends and national holidays, we may not be able to deliver your order as you requested. Please kindly contact Le Desk if you need any assistance.
**This option is unavailable if you request our engraving service.
How much does the delivery cost?
All delivery 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 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.
What are my payment options?
Van Cleef & Arpels e-Boutique accepts the following methods of payment.
- Credit card: We accept Mastercard, Visa, JCB, American Express, and Diners.
- Bank transfer: Not avaiable for express delivery and same day delivery. Customers will be responsible for any additonal transfer fees.
- Cash on delivery: Limited to standard delivery for amounts no greater than five hundred (500) thousand yen (including consumption tax). Not available for express delivery, same day delivery, boutique pick-up, Your Poetic Setting by Van Cleef & Arpels, reservation orders, or orders with custom engraving service. Van Cleef & Arpels will be responsible for any cash on delivery fees.
- 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 is the return & exchange policy?
Items that have been purchased through our website or Le Desk can be exchanged only for once within 30 days from purchase date (date shown on the certificate of sales, including international certificate of sales).
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 an order?
To return your order, please contact Le Desk.
Can I return an online order in a boutique?
If you wish to return your order in a boutique, Le Desk will assist you to find the eligible boutiques.
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 from purchase date. In terms of refund, only the client will be entitled to receive a refund.
When will I receive my refund?
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.
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.
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.
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.
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.