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.

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 Le Desk.

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.

All delivery options are complimentary.

We currently do not offer the service.

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: 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.

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 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.

To return your order, please contact Le Desk.

If you wish to return your order in a boutique, Le Desk 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.

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.

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.