CONDITIONS OF SALE
Van Cleef & Arpels e-Boutique
Last updated: April 2025
Welcome to the Van Cleef & Arpels e-boutique where you will find a choice of Van Cleef & Arpels creations that have been specially selected for those of our customers in Japan who would like to shop online via the Van Cleef & Arpels’ website identified by the domain name www.vancleefarpels.com (the “website”) or by telephone through our Client Relations Center called “Le Desk”.
Company Information
Vendor: Richemont Japan LLC, Van Cleef & Arpels
Representative: Akiko Yamamoto, President Japan
Address: Hanzomon First Building 1-4 Kojimachi, Chiyoda Ku, Tokyo 102-0083
Le Desk: 0120-10-1906, from 11:00 to 19:00 (EXCLUDING THE YEAR-END AND NEW YEAR HOLIDAYS）
Email: maison-jp@vancleefarpels.com
Please also consult the Website Terms of Use which, unless stated otherwise, also apply to use the Van Cleef & Arpels e-boutique.
All online shopping transactions with Van Cleef & Arpels through the Van Cleef & Arpels e-Boutique are subject to the following Conditions of Sale ("Conditions") which contain important information about ordering Van Cleef & Arpels creations, payment and delivery.
In these Conditions, references made to "we", “us” and “our” means the Van Cleef & Arpels Division of Richemont Japan LLC (“Van Cleef & Arpels ”), 1-4 Kojimachi, Chiyoda Ku, Tokyo 102-0083 Japan, and "you” and “your” means you, one of the Van Cleef & Arpels e-Boutique customers.
Please note that when you use the Personalization Service (defined in Article 17), Your Poetic Setting (defined in Article 18), or Reservation Orders (defined in Article 19), part of these Conditions shall not apply, but they shall be governed by the provisions of Article 17 “Specific Conditions Applicable to Personalization Service,” Article 18 “Specific Conditions Applicable to ‘Your Poetic Setting,’” and Article 19 “Specific Conditions Applicable to Reservation Order,” respectively.
1. REGISTRATION AND MY ACCOUNT
1.1. To place an order through the Van Cleef & Arpels e-Boutique, you will need to register and open an online account, unless you choose the “Guest checkout” on the website. You must be over 18 years old and lawfully capable of entering into and forming a valid contract in accordance with Japanese law.
1.2. During the registration process, you will be asked to provide Personal Information (as defined in our Privacy Policy; Personal Information may include in particular your name, date of birth, PC or mobile email address etc.). Please refer to our Privacy Policy.
1.3. Furthermore, upon registration, you will be asked to choose a password and account login. You are responsible for ensuring that your password and account login are kept secret, safe and secure at all times. Van Cleef & Arpels will not be held responsible for any misuse of your account in the event that a third party has access to and uses your password and account login in any way.
1.4. You represent and warrant that the information you provide is correct. Access to your My Account details is provided on the website so that you can ensure that your information is always updated and valid. Le Desk is available to assist should you require any help.
1.5. If you are ordering by telephone through Le Desk, the aforementioned processes will be handled for you by Le Desk. When ordering through Le Desk, My Account will always be created for you by Le Desk and the password will be sent to you by email.
2. PLACING YOUR ORDER
2.1. You may browse the product pages of the website or contact Le Desk and Le Desk will provide you with further information as to product availability and assist you with your purchase.
2.2. From time to time, Van Cleef & Arpels will add or remove some of its creations to ensure that the online offer reflects its new collections and creations, as well as some other existing creations that have been manufactured in only one original piece. Whilst we endeavor to ensure the availability of our creations, we cannot guarantee that all creations will be in stock.
2.3. The total amount of your order may not exceed ten (10) million Yen including tax on our website, except if you choose to pay by Cash on Delivery in which case the total amount of your order may not exceed five hundred (500) thousand Yen on the website or through Le Desk.
Currently, multiple creations purchases policy is as follows:
- Maximum of (1) creation of limited edition creation per client
- Maximum of (2) creations of the same reference (including different sizes) per client per 365 rolling days
- Maximum of (3) creations per client per 30 rolling days
- Maximum of (10) creations per client per 365 rolling days
Please note the quantity limits include all transactions (reservations, Your Poetic Setting, Reservation Orders) at both boutiques and e-Boutique in Japan and other countries. Watch straps and fragrances are excluded from the quantity limits.
We reserve the right to refuse at any moment in time, without prior notice, orders exceeding a certain number of authorized products.
Creations are offered for sale exclusively to end-user customers with a postal address in Japan and may not be bought for commercial re-sale. Van Cleef & Arpels reserves both the right to refuse orders placed by you and to terminate your account in the event of breach or suspected breach of this condition.
2.4. If you are ordering on the website, orders will be processed as follows:
Once you have chosen a creation to order, click “Add to my Shopping Bag.” The creation will be saved in your Shopping Bag. If you order a ring, please select a size. If the creation is out of stock at the Van Cleef & Arpels e-Boutique, you will not be able to place your order on the website and will be advised to contact Le Desk. After that, you may continue shopping for other creations and add them to your Shopping Bag (subject to availability and quantity limits) or proceed to checkout by clicking the "Checkout.” You may also remove one or several creations you have selected by clicking on the delete icon (x) next to the chosen creation in the Shopping Bag.
You will be required to enter your payment details. When you have reviewed your order again, click "Confirm your Order" on the website to place your order. Once you have confirmed your order, we will issue you with an Order Reference Number to acknowledge that we have received your order and will send you an “Your order is being processed” email. Please make sure that you save this number, which is necessary for confirming your order or filing enquiries. Please check Article 3 for the procedure after your order has been accepted.
2.5. All prices shown in the Van Cleef & Arpels e-Boutique are in Japanese Yen including the consumption tax. Delivery costs are not included and will be displayed on your order confirmation form once you have chosen your delivery options, if any.
2.6. Complimentary Services
A creation you have purchased will be delivered in a Van Cleef & Arpels original box using special wrapping.
The following complimentary services can be ordered on the website or at Le Desk:
(1) Van Cleef & Arpels provides a service where you can send a card with your message printed on it enclosed with the creation. Only one message card is available per order. Van Cleef & Arpels is unable to accept a request for a message card that includes offensive language or discriminatory expressions that go against Van Cleef & Arpels policy.
(2) The Personalization Service is available for purchasing some eligible creations. For more information, please refer to the provisions of Article 17 “Specific Conditions Applicable to Personalization Service.”
3. ACCEPTANCE
3.1. When you place an order through the Van Cleef & Arpels e-Boutique (on the website or by telephone to Le Desk), your order will be accepted in accordance with the provisions of this article.
3.2 Following anti-fraud and credit check clearance, another email will be sent confirming your order and informing you of the shipment date of your order (“Your order has been shipped” email). The sale is concluded at the time this email is sent.
3.3 We reserve the right not to accept your order for any reason in our discretion. Such non-acceptance may result, for example, from the fact that the creation ordered is out of stock or that we are unable to obtain authorisation for your payment or that you do not meet the terms of eligibility as set out in Article 1 above or, in the case of payment by Cash on Delivery, your order exceeds five hundred (500) thousand Yen.
3.4. Furthermore, we retain the express right not to process an order at any time in our sole discretion for whatever reason. In this event, we will not be liable to you or any third party by reason of our not accepting your order. You will be informed if your order is not accepted.
4. PAYMENT
In principle, we accept four (4) forms of payment:
- Credit Cards
- Pay by Link
- Bank Transfer
- Cash on Delivery (Daibiki)
4.1. Credit Cards
(1) Credit Cards. we accept the following major payment cards only: MasterCard, Visa, JCB, American Express, Diners, and Discover. You confirm that you are the legitimate holder of the payment card and that your details are correct. All payments and cardholders are subject to validation checks and authorisation by the card issuer.
(2) Furthermore, we subscribe to the Verified by Visa®, the MasterCard SecureCode® and the J/secure® programmes. All these programmes have been created to give added protection against the unauthorised use of your card when shopping online. You will need to follow your credit card company’s instructions to activate any of these programmes.
(3) Additional checks may be made with anti-fraud services.
(4) If the issuer of your payment card refuses to authorise your payment to Van Cleef & Arpels, we will not be able to process your order and will therefore refuse it.
(5) By making an offer to purchase creations, you hereby expressly authorise Van Cleef & Arpels and/or its online service partners to perform additional checks for us and, should it appear necessary, obtain additional information required to process your order efficiently. Information received or sent to NTT Data Corporation, credit card companies or their processing agents may include, but is not limited to, your name, delivery address, telephone number, email, credit card details, bank information etc. This may be necessary to authenticate your identity, to validate your payment card, to obtain an initial payment card authorisation and to authorise individual purchase transactions.
(6) Van Cleef & Arpels takes all reasonable care to make the Van Cleef & Arpels e-Boutique including Le Desk as secure as possible. All payment card transactions made through the website or via Le Desk are processed by NTT Data Corporation using their secure online payment gateway CAFIS BlueGate that encrypts your card details in a secure hosting environment.
(7) Your payment card details are held securely by NTT Data Corporation, and are not held by Van Cleef & Arpels or on the website server. However, if you choose to make your order by telephone through Le Desk, then your telephone call will be recorded for security reasons and these details together with the personal information you provide except your payment card details will be retained by Van Cleef & Arpels for a period of one (1) year.
4.2. Pay by Link
(1) Pay by link is available when you place an order by telephone. Please let Le Desk know if you would like to proceed with your payment with pay by link. You will receive an email with the payment link which is valid only for 24 hours.
(2) Pay by link is only supported by credit card payment. Therefore, the validity of the credit card must be checked and approved by the credit card issuer to pay by link. If your credit card issuer does not approve your credit card payment, you will need to contact them directly to resolve the issue.
4.3. Bank Transfer
(1) If you select boutique pick-up or standard delivery (excluding express delivery), you can make payment by bank transfer. If you wish to pay by bank transfer, we will send the necessary Van Cleef & Arpels bank account details to you by email. You will bear the bank charge for processing bank transfers.
(2) If payment is not received by Van Cleef & Arpels within five (5) business days (excluding Saturdays, Sundays, national holidays, and the year-end and New Year period) from the time of placing your order, Van Cleef & Arpels reserves the right to cancel your order.
(3) When we receive your payment, Van Cleef & Arpels will send you an “Thank you for your bank transfer” email. When the “Thank you for your bank transfer” email is sent, Van Cleef & Arpels shall be deemed to have acknowledged your order at which point a sales contract shall take effect.
(4) Even after the receipt of your payment, Van Cleef & Arpels may cancel your order in accordance with the provisions of these Conditions.
4.4. Cash on Delivery (Daibiki)
(1) Cash on Delivery. Cash on Delivery payment (Daibiki) is available for standard delivery (but not for express delivery, same day delivery, or boutique pick-up), up to a limit of five hundred (500) thousand Yen (including consumption tax). Cash on Delivery is not available for Your Poetic Setting by Van Cleef & Arpels or for creations that are engraved. Should you choose Cash on Delivery, we will arrange to have your order delivered by our carrier. There is usually a small charge for processing cash on delivery which will be covered by Van Cleef & Arpels. There are some areas that our carrier cannot offer Cash on Delivery service. Where Cash on Delivery is not available for a shipment address inserted by you, the website will not offer that payment option. Should you have any questions, please contact Le Desk.
(2) You will be required to pay in cash at the time your order is delivered or arrange for someone to be present to make the payment on your behalf (please see Delivery details below). Our carrier will not accept credit or debit card payments for Cash on Delivery.
(3) If you are unable to pay for the order at the time of delivery, then either our carrier may try to deliver again the next day or you should arrange a new delivery time with our carrier.
4.5. If we cancel your order in accordance with the provisions of this article, we will notify you to that effect.
5. SECURITY
5.1. To help ensure that your shopping experience is safe, simple and secure, Van Cleef & Arpels uses Secure Socket Layer (SSL) technology on its website. This encrypts and protects your personal information you send to us over the internet.
5.2. We will employ all reasonable care to ensure that details of your order and payment are held securely. However, we cannot be held liable for any loss you may suffer if a third party accesses your personal information when accessing or ordering from the website and/or by telephone through Le Desk or on our data servers, despite the security measures we implemented. We cannot be held liable either for any loss you may suffer if a third party accesses your personal information on your own computer. Although we employ all reasonable care to ensure that appropriate technology is used to secure your orders, we cannot be held liable for any defects in any technology used.
5.3. You will ensure that the Personal Information you provide through the website or by email will not contain any computer viruses or anything else designed to interfere with or disrupt the normal operating procedures of the Van Cleef & Arpels e-Boutique or in any other way compromise the effectiveness or functionality of the website in any way.
6. DELIVERIES AND INSURANCE
6.1. General Conditions
(1) Van Cleef & Arpels only accepts orders for delivery to addresses in Japan. Van Cleef & Arpels will insure each purchase until it is delivered to you. When you sign for a delivered item, the insurance that Van Cleef & Arpels has taken out on the item will be voided so that you need to save the creation at your responsibility. For security reasons, Van Cleef & Arpels will keep a record of your transactions for at least five (5) years.
(2) If shipping costs are incurred, Van Cleef & Arpels will charge you for the costs in addition to the price of your order. The shipping costs will be calculated based on the price of your order.
(3) Van Cleef & Arpels will make every effort to deliver your order within three (3) business days (excluding national holidays and the year-end and New Year holidays; the same applies hereinafter) from the day the “Your order is being processed” email (or the day the “Thank you for your bank transfer” email is sent in the case of an order using the Personalization Service). However, it may take longer than usual to deliver your order on Saturdays, Sundays, and public holidays since we are unable to provide the Personalization Service or confirm bank transfer on those days. Please understand that we may not be able to meet your desired delivery date and time.
(4) Van Cleef & Arpels does not make delivery to hotels or P.O. boxes.
(5) The number of days required for delivery will be presented based on the estimated delivery date provided by our carrier, and thus it does not guarantee delivery on the estimated date.
(6) Your order will be delivered to the delivery address provided by you when you have placed the order.
(7) As described in Article 3.2, Van Cleef & Arpels will send you an “Your order has been shipped” email to inform you of the shipment. For standard delivery, you can check the delivery status with the tracking number by visiting the website of our carrier or calling Le Desk.
(8) Upon the delivery of your order to the delivery address designated by you, please receive it by yourself or your agent by affixing a signature or seal on the receipt.
(9) If you are absent so that our carrier is unable to deliver your order to the delivery address, the carrier will visit you again at a later date to deliver it.
(10) If a week has passed while our carrier is unable to deliver the order due to your absence, the ordered creation will be returned to Van Cleef & Arpels. If you wish to have your order redelivered, you may be charged for the redelivery.
6.2. Standard Delivery
(1) Fee for standard delivery: free within Japan
(2) The standard delivery service will be provided by the carrier designated by us. Your order will be shipped upon the completion of the order process. There will be one delivery for each order.
6.3. Express Delivery
Van Cleef & Arpels offers complimentary Express Delivery.
The availability of Express Delivery can be found on the selected creations’ pages. Or please contact Le Desk for further information. Only credit card is accepted as payment method, and no specific delivery time slot can be requested upon the order.
Same day delivery is available in Tokyo 23 wards for orders placed by phone before 13:00 (excluding the delivery on weekends and national holidays).
Next day delivery is available in Tokyo 23 wards for orders placed by phone before 19:00. (excluding the delivery on national holidays).
Express Delivery is not available in case the creation is out of stock, or when a personalization is requested.
6.4. Boutique Pick-up (currently unavailable)
(1) The service will be available free of charge at the following Van Cleef & Arpels boutiques during the business hours. The service may be unavailable if your order is out of stock, you order the Personalization Service or Your Poetic Setting, or there are other special circumstances.
- Van Cleef and Arpels Ginza Maison
3-5-6 Ginza Chuo-ku, Tokyo, Japan 104-0061 +81 (0)3-3563-1906
- Van Cleef and Arpels GINZA SIX
6-10-1 Ginza Chuo-ku, Tokyo, Japan 104-0061 +81 (0)3-6263-9761
- Van Cleef and Arpels Nagoya Midland Square
4-7-1 Midland Square Meieki Nakamura-ku, Nagoya-shi, Aichi 450-0002 +81 (0)52-587-1960
Van Cleef and Arpels Shinsaibashisuji
1-10-11 Shinsaibashisuji, Chuo-ku, Osaka-shi, Osaka, Japan 542-0085 +81 (0)66-258-2006
(2) You can pick up your order on or after the third (3rd) business day following the day an “Your order is being processed” email is sent. When you select boutique pick-up, you will pick up the creation by yourself. For gifting, the designated gift recipient can pick it up at the boutique. In the case of gifting, please let Le Desk know beforehand.
(3) You will be asked to present an official identification, such as a driving license together with a copy of the “Thank you for your bank transfer” email. You must pick up the order within one (1) month following the day an “Your order is being processed” email is sent. If you do not pick up the order within the period without contacting Le Desk, the transaction will be automatically canceled.
7. RETURN POLICY
7.1. Conditions
Creations that have NOT been purchased on the website or through Le Desk cannot be returned to Van Cleef & Arpels e-Boutique pursuant to these Conditions of Sale. If you wish to return creations that have been purchased on the website or through Le Desk within thirty (30) days of the date on the certificate and the conditions of this Article 7 (the “Return Conditions”) are met, we will, at your option, refund your purchase price or exchange it for another creation (up to one time). No other returns will be accepted.
We require that you return any creation(s), in its original packaging in a "new and unused state" with all materials and documents provided, in particular guarantee card, accessories provided with the creation if any, etc. with all original protective covers and labeling attached together with the delivery slip and return form duly completed.
"New and unused state" means that there are no marks on the creation(s) that all protective materials are in place. We do not sell used creation(s) and will not accept any creation with any indication that it was used.
We only accept returns of creations that have NOT been engraved or modified. Personalized or engraved creations cannot be returned to Van Cleef & Arpels. All creation(s) will be subject to the Van Cleef & Arpels Quality Control (QC) check on return receipt, to ensure that the return creations meet these requirements.
If the Return Conditions are met and a client requests a refund, the client will be refunded the purchase price using the same payment method chosen at the time of the original transaction. Refunds will only be issued to the person who purchased the creation (the “Purchaser”) and we cannot offer refunds to anyone other than the Purchaser, including the Gift Recipient. If the payment method was credit card, the refund will be processed through the credit card company used at the time of payment. If the payment method was Pay by Link, the refund will be processed through the credit card company used at the time of payment. If the payment method was bank transfer, the refund will be made to the bank account used for the original transaction. If the payment method was cash on delivery, the refund will be made to a bank account in the Purchaser’s name and specified by the Purchaser.
If the Return Conditions are met and a client wishes to exchange for another creation, the client can only exchange once for a creation of the same or higher price. If the client wishes to exchange the creation for a higher priced one, the client will be required to pay the difference in price.
Furthermore, if the return conditions are not met, the creation(s) will not be accepted for return. Non-returnable creation(s) will be delivered to the delivery address provided at the time of purchase, with delivery costs to be paid upon delivery. However, this does not affect the rights you may have in relation to creations that are defective, as described in Article 10 below.
7.2 Exchange
Van Cleef & Arpels only offers exchanges for creations of the same or higher price.
A creation can be returned by you or Gift Recipient for exchange only for once for a same priced or more expensive creation, you or Gift Recipient will respectively be charged the difference in price. Van Cleef & Arpels will send an invoice to you or the Gift Recipient, as applicable, which specifies the price difference to be paid by you or the Gift Recipient, as applicable.
7.3 Return Process and Costs
Before returning a creation, please be sure to contact Le Desk. Le Desk will issue an exchange number and explain the return process. When you contact Le Desk, you will be asked to provide the following information:
• Your name
• The Order Reference Number (please see the delivery slip or “Your order is being processed” email)
• Details of the creation you wish to return or exchange
• Reasons for return or exchange
If you return a creation of Van Cleef & Arpels, please follow the procedures/conditions below.
(1) Fill out a return form with the contact details, exchange number presented by Le Desk, and other necessary information. (Find the return form enclosed in the package for delivery of your order.)
(2) Place the creation in the jewelry box used for delivery, together with the guarantee card for jewelry or watches, completed return form, enclosed documents, and all accessories for the creation in the original protective covers and with the original labelling to return it.
(3) Seal the delivery package securely.
(4) Send the item collect by using the enclosed return slip.
It is your responsibility to ensure that a returned creation is properly packed and duly insured until delivered to Van Cleef & Arpels. Please be sure to keep the shipping slip. Under no circumstances shall Van Cleef & Arpels be responsible for any loss or damage to the creation caused while in transit. The quality of the creation returned to Van Cleef & Arpels will be checked under the terms of Van Cleef & Arpels, and a replacement will be shipped only if it meets the quality criteria of Van Cleef & Arpels. Please understand that you will be responsible for any costs incurred in returning the creation unless these Conditions clearly specify that they shall borne by Van Cleef & Arpels.
8. INVOICES
You will receive your invoice by email to the electronic address that you have registered. If you would like to have a paper invoice, please contact Le Desk.
9. INTELLECTUAL PROPERTY
Material published on the Van Cleef & Arpels e-Boutique is copyright Van Cleef & Arpels and/or its licensors. The Van Cleef & Arpels trademarks, logos and trade names and all goodwill related to them all belong to Van Cleef & Arpels. All rights reserved. All third party trademarks mentioned or displayed such as Bank, Visa, Mastercard, our carrier are the property of their respective owners. For additional information relating to Van Cleef & Arpels’ Intellectual Property rights, please consult the Website Terms of Use which are available on the Van Cleef & Arpels e-Boutique website.
10. GUARANTEE
10.1. Van Cleef & Arpels is extremely cautious in ensuring that each creation strictly complies with its quality criteria and that it has passed all controls, both technical and aesthetic.
10.2. If you receive a defective creation or a different creation than you have ordered, please contact Van Cleef & Arpels within 30 days of the date of purchase. We will proceed to make the exchange.
10.3 Selected creations are covered by the Van Cleef & Arpels International Guarantee, which is included with the creation into the delivery package. If you wish to repair a creation covered by the Van Cleef & Arpels International Guarantee, please refer to the Van Cleef & Arpels International Guarantee for more information.
10.4. We advise you to use the Chakubarai service and the costs for returning the creation will be paid for by Van Cleef & Arpels. Provided, however, that if the creation is found not to be defective by Van Cleef & Arpels, you will be charged for the return shipping costs. Please follow the process outlined in Article 7.3 above (return process).
10.5. Upon receipt of your returned creation, if our Quality Control confirms that the product is originally defective, Van Cleef & Arpels will first proceed with an exchange, will repair the creation if no exchange is available, or may eventually refund your order if the creation cannot be exchanged or repaired.
10.6. These provisions prevail on the guarantee provisions granted by Japanese law.
11. REPAIRS
For information on repair, please refer to the Service page on the website (https://www.vancleefarpels.com/jp/ja/care-and-services.html).
12. ACCURACY OF PRICING, PRODUCT DESCRIPTIONS
12.1. While Van Cleef & Arpels endeavors to verify the accuracy of any information it places on the website, in advertisements or catalogues or by Le Desk, it makes no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information.
12.2. Van Cleef & Arpels does not confirm the price of a Van Cleef & Arpels’ creation until an “Thank you for your bank transfer” or “Your order has been shipped” email has been issued by Van Cleef & Arpels, indicating the existence of a binding sales contract. If a Van Cleef & Arpels creation’s correct price is higher than the price posted on our website, then Van Cleef & Arpels will either contact the customer for instructions before shipping the order or, if Van Cleef & Arpels cannot obtain your instructions, we will reject the order and notify you of such rejection.
12.3. While every effort will be made to ensure that the descriptions, photographs or graphical representations of the Van Cleef & Arpels’ creations displayed on the website or in a catalogue are as accurate as possible, Van Cleef & Arpels does not warrant that such materials or other content is error-free, whether as a result of inaccuracy, omission, obsolescence or otherwise. Accordingly, the customer’s sole remedy in the event of any such error is to return the creation as set forth in our return policy.
13. LIABILITY
13.1. Our total liability to you arising out of or in connection with any act or omission (whether occasioned by the negligence of Van Cleef & Arpels or its employees or agents or otherwise) relating to the supply of the creations in your order or their use by any consumer or other person, will be limited to the total of sums paid by you in the relevant order for the creations in relation to which the liability has arisen.
13.2. Van Cleef & Arpels will not be liable to you for any damages resulting from any loss of profits, loss of goodwill or loss of business, costs, expenses or for any special, incidental, indirect or consequential loss or damage (whether in an action in contract or tort, and whether occasioned by the negligence of Van Cleef & Arpels or its employees or agents or otherwise) arising out of or in connection with any act or omission of Van Cleef & Arpels relating to the supply of the relevant creations or their use by any customer, consumer or other person.
13.3. Nothing in this Article shall exclude or limit the liability of Van Cleef & Arpels for death or personal injury caused by its negligence, or for fraudulent misrepresentation.
14. FINAL PROVISIONS
14.1. Information and complaints. In case of any complaints, please contact Le Desk at the following address: Van Cleef & Arpels, Le Desk Hanzomon First Building 1-4 Kojimachi, Chiyoda Ku, Tokyo 102-0083. For further information or complaints, you may also contact Le Desk on the telephone number and email address indicated on the website.
14.2. Entire Agreement. The Conditions of Sale, including policies incorporated herein by reference (e.g., Privacy Policy) constitute the entire agreement between you and Van Cleef & Arpels regarding your purchase of Van Cleef & Arpels creations through Le Desk or the website, and supersede any prior conditions of sale.
14.3. Severability. In the event that any provision of the Conditions of Sale shall be determined to be partially void or unenforceable by any court and for any reason whatsoever, it shall be void or unenforceable to that extent only and no further, and the validity and enforceability of any of the other provisions of the Conditions of Sale shall not be affected.
14.4. Changes. Van Cleef & Arpels reserves the right at any time to make changes to these Conditions, including without limitation, where necessary as a consequence of any revised laws or regulations. The modified Conditions will take effect for all online customers making purchases on or after the date shown on the new Conditions. Please check back from time to time to ensure you are aware of any changes in our Conditions.
15. APPLICABLE LAW
These Conditions shall be governed by and construed in accordance with the laws of Japan without regard to its conflict of law provisions.
16. JURISDICTION
Any dispute will be subject to the exclusive jurisdiction of Tokyo District Court in first instance. Without any restriction to the right to bring proceedings before a Court, Van Cleef & Arpels or the customer will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure to agree that may arise out of or relate to a Van Cleef & Arpels creation, the Conditions of Sale or any breach thereof.
17. SPECIFIC CONDITIONS APPLICABLE TO PERSONALIZATION SERVICE
If you place an order using the following Personalization Service (engraving, size adjustment, etc.), you need to agree that the following specific conditions apply and supersede the corresponding provisions of these Conditions. Any matters not covered in this article shall not be affected.
17.1. Engraving Service
The engraving service is available for the purchase of some eligible creations, such as rings. If you desire the engraving service, please fill out the order form of the Van Cleef & Arpels e-Boutique with detailed information or contact Le Desk.
We are unable to accept a request for an engraving that includes offensive language or discriminatory expressions that go against Van Cleef & Arpels policy.
17.2. Adjusting the Links on a Bracelet
If you desire to have the links on your bracelet adjusted, please contact Le Desk.
If you send a creation to Van Cleef & Arpels for an adjustment within one (1) year from the date of purchase (i.e., the date stated on the sales certificate or international certificate), we will offer free adjustments to the bracelet length within ±3 cm.
17.3. Adjusting the Links on a Watch Bracelet
If you desire to have the links on your watch bracelet (excluding diamond links) adjusted, please contact Le Desk.
If you send a creation to Van Cleef & Arpels for an adjustment within one (1) year from the date of purchase (i.e., the date stated on the sales certificate or international certificate), we will offer free adjustments.
17.4. Adjusting the Size of a Pendant Chain
If you desire to have the size of your pendant chain adjusted, please contact Le Desk.
If you send a creation to Van Cleef & Arpels for an adjustment within one (1) year from the date of purchase (i.e., the date stated on the sales certificate or international certificate), we will offer free adjustments to the chain size within ±5 cm.
17.5. Adjusting the Width of the Clip System on an Earring
If you desire to have the width of the clip system on your earring adjusted, please contact Le Desk. We will offer free adjustments.
17.6. Adjusting an Earring Post
If you desire to have the post on your earring adjusted, please contact Le Desk.
We will offer free adjustments. We will not return removed posts.
17.7. Resizing a Ring
If you desire to have your ring resized, please contact Le Desk. The service will be provided free of charge for a period of one (1) year from the date of purchase (i.e., the date stated on the sales certificate or international certificate), except for some rings that require a size adjustment with beads. Please note in advance that the size may not be adjustable because of the design of the creation.
17.8. You may pay for an order using the Personalization Service by credit card, bank transfer, or pay by link.
17.9. Van Cleef & Arpels shall be deemed to have acknowledged your order when (a) Van Cleef & Arpels sends an “Your order is being processed” email if you chose credit card payment; or (b) Van Cleef & Arpels sends an “Thank you for your bank transfer” email following anti-fraud and credit check clearance if you chose bank transfer or pay by link, respectively depending on the payment method at which point a sales contract shall take effect.
17.10. For orders using the Personalization Service, express delivery and the boutique pick-up service will not be available as a method of delivery.
17.11. Once a sales contract takes effect to order a creation using the Personalization Service, you may not request any change, cancellation, or return.
17.12. If you do not receive your order using the Personalization Service on the scheduled delivery date, and it is returned to Van Cleef & Arpels without contacting Le Desk, Van Cleef & Arpels will keep the item for you for six (6) months from the day the sales contract takes effect. Upon the expiration of the retention period, Van Cleef & Arpels may dispose of your order at our discretion and shall in no way be responsible for any damage caused to you because of the incomplete delivery of the order, including the liability for refunding the price of the order to you or providing compensation.
17.13. You need to receive your order within the above retention period. The ownership of your order shall pass from Van Cleef & Arpels to you when you receive the item. If you fail to receive your order delivered by Van Cleef & Arpels and further fail to receive it despite a request/demand for receipt by a proper method, and the retention period expires without contacting Le Desk regarding receipt, Van Cleef & Arpels may deem that you have unreasonably refused to receive the item and may rescind the sales contract with you and dispose of the item at our discretion. Van Cleef & Arpels shall in no way be responsible for any damage caused to you for the failure to receive your order, including the liability for refunding the price to you or providing compensation. If Van Cleef & Arpels is forced to rescind the sales contract with you at your convenience, we shall return any amount remaining after deducting from your payment any cost that Van Cleef & Arpels bears for the retention and management of the creation following your failure to receive the order (including but not limited to the retention cost).
18. SPECIFIC CONDITIONS APPLICABLE TO “YOUR POETIC SETTING” BY VAN CLEEF & ARPELS
Your Poetic Setting means a semi-made-to-order service of Van Cleef & Arpels that allows you to choose the arm design and diamond to create a semi-made-to-order engagement ring. If you order an engagement ring using Your Poetic Setting, you need to agree that the following specific conditions apply and supersede the corresponding provisions of these Conditions. Any matters not covered in this article shall not be affected.
18.1. If you desire to order an engagement ring using Your Poetic Setting, please contact Le Desk. The order cannot be placed on the website. An engagement ring ordered using Your Poetic Setting will be produced according to the final specifications agreed on between you and Le Desk (including the size, the type of precious stone, and the quality of the diamond). Please note that the actual product will not exist until it is produced. The final sales price of an engagement ring may be changed depending on the specifications and the procurement cost of a diamond meeting the quality finally agreed upon between you and the Van Cleef & Arpels’ Le Desk.
18.2. You can pay for your order using Your Poetic Setting by credit card, pay by link, or bank transfer.
18.3. Van Cleef & Arpels shall be deemed to have acknowledged your order when (a) Van Cleef & Arpels sends an “Your order is being processed” email if you chose credit card payment; or (b) Van Cleef & Arpels sends an “Thank you for your bank transfer” email following anti-fraud and credit check clearance if you chose bank transfer or pay by link, respectively depending on the payment method, at which point a sales contract shall take effect.
18.4. Van Cleef & Arpels will make every effort to deliver your creation within about two (2) to four (4) weeks after we have acknowledged your order and received your payment.
18.5. Express delivery and boutique pick-up service are not available for the delivery of your order using Your Poetic Setting.
18.6. After the receipt of the price for your order using Your Poetic Setting, Van Cleef & Arpels will not accept a request for changes, cancellation, or return of the order.
18.7. If you do not receive delivery of your order on the scheduled delivery date without contacting Le Desk, Van Cleef & Arpels will keep the item for you for six (6) months from the day the sales contract takes effect. Upon the expiration of the retention period, Van Cleef & Arpels may dispose of your order at our discretion and shall in no way be responsible for any damage caused to you because of the incomplete delivery of the order, including the liability for refunding the price of the order to you or providing compensation.
18.8. You need to receive your order within the above retention period. The ownership of your order shall pass from Van Cleef & Arpels to you when you receive the item. If you fail to receive your order delivered by Van Cleef & Arpels and further fail to receive it despite a request/demand for receipt by a proper method, and the retention period expires without contacting Le Desk regarding receipt, Van Cleef & Arpels may deem that you have unreasonably refused to receive the item, and may rescind the sales contract with you and dispose of the item at our discretion. Van Cleef & Arpels shall in no way be responsible for any damage caused to you because of the failure to receive your order, including the liability for refunding the price to you or providing compensation. If Van Cleef & Arpels is forced to rescind the sales contract with you for your convenience, we shall return any amount remaining after deducting from your payment any cost that Van Cleef & Arpels bears for the retention and management of the creation following your failure to receive the order (including but not limited to the retention cost).
19. SPECIFIC CONDITIONS APPLICABLE TO RESERVATION ORDER
If the creation is not in stock at the time we receive an inquiry from you, you can place a Reservation Order only for any specified eligible creations by prepaying the total amount of its price. If you place a Reservation Order, you need to agree that the provisions of this Article apply and supersede the corresponding provisions of these Conditions. Any matters not covered in this article shall not be affected.
19.1. If you desire to place a Reservation Order, please contact Le Desk. The order cannot be placed on the website.
19.2. The delivery and shipping schedule for a Reservation Order differs depending on the creation, and we cannot guarantee a date at the time of the reservation.
19.3. Only bank transfer and pay by link are available to pay for Reservation Orders.
19.4. Van Cleef & Arpels will send an “Thank you for your bank transfer” email following anti-fraud and credit check clearance. When the “Thank you for your bank transfer” email is sent, Van Cleef & Arpels shall be deemed to have acknowledged your order, at which point a sales contract shall take effect.
19.5. Once Van Cleef & Arpels receives the price of a creation on a Reservation Order, you are unable to cancel your order.
19.6. The ownership of your order shall pass to you when the order is delivered to you.
19.7. You need to receive your order within one (1) month of the date of its delivery, of which Van Cleef & Arpels informs you.
19.8. If the above retention period expires while you do not receive your order without contacting Le Desk regarding receipt, despite a request/demand for receipt given by Van Cleef & Arpels to you, Van Cleef & Arpels may deem that you have unreasonably refused to receive the item, and may rescind the sales contract with you and dispose of the item at our discretion. Van Cleef & Arpels shall in no way be responsible for any damage caused to you because of the failure to receive your order. If Van Cleef & Arpels rescinds the sales contract with you for your convenience, we shall return any amount remaining after deducting from your payment any cost that Van Cleef & Arpels bears for the retention and management of the creation following your failure to receive the order (including but not limited to the retention cost).
CONDITIONS OF SERVICE
Van Cleef & Arpels SERVICE REPAIR FOR JAPAN.
Last updated: June 2024
Richemont Japan LLC, Van Cleef & Arpels (“Van Cleef & Arpels”, "we", "us" and "our") is an affiliate of Richemont International SA, which owns and edits the Platforms pursuant to the Terms of Use, and is responsible for our information collection practices and the ways in which we may use and protect that information pursuant to the terms of the Privacy Policy (including the Cookie Policy).
Richemont Japan LLC, Van Cleef & Arpels (Address: Hanzomon First Building, 1-4, Kojimachi, Chiyoda-ku, Tokyo 102-0082, Japan) provides services including delivery within Japan.
We may make changes from time to time to these Conditions of Service so please check regularly to keep informed of updates. The latest version of these Conditions of Service will always be available on the Platforms. Any new version of these Conditions of Service shall take effect immediately upon the date of posting and will govern any orders of Services made as from that date. Any changes to the Conditions of Service made after you have placed a Service Order will not affect that order and your relationship with us, except as may be required by applicable law.
ABOUT Van Cleef & Arpels AND THESE CONDITIONS OF SERVICE. These Conditions of Service apply to any after sale services (the “Services”, and each such order a “Service Order”) that you may order from us (as defined above) and/or that at any time of the repair process will imply:
- Using the Van Cleef & Arpels website and any associated mobile or digital applications that refer to these Conditions of Service (together, the “Platforms”);
- By e-mail;
- By telephone via our Van Cleef & Arpels (i) Le desk or (ii) Boutique (the “Le Desk”); or
- Richemont Japan LLC’s Client Relations Center (the “Client Relations Center”).
These Conditions of Service will prevail any other term and condition you may receive from a Van Cleef & Arpels brick and mortar Boutique.
The Services/ Service Order include, among other things, the online ordering of repair services, the online approval of any cost estimates, the online tracking and the online payment (as made available to you on the Platforms, e-mail, and/or Le desk and/or the Client Relations Center) for the order of a repair service that you may have made via our Platforms, e-mail or Le desk and/or the Client Relations Center (together the “Service Channels”).
Please read these Conditions of Service carefully, as they will apply to any Services or Service Order placed as above, even if part of your journey will occur in a brick and mortar Van Cleef & Arpels boutique, Depending on your location, these Conditions of Service may also include an agreement to arbitrate any disputes on an individual basis. Please note that before placing an order for the Services, you will be asked to accept these Conditions of Service. If you do not accept the terms set forth in these Conditions of Service, you will not be able to order any Services through the Service Channels.
Eligibility
We accept Service Orders placed only by individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts; (b) have legal capacity to enter into contracts; and (c) have a shipping address in Japan. If you are under the age of legal majority or otherwise cannot lawfully enter into a contract, you must have your parent or guardian place a Service Order on your behalf and they will be asked to agree to these Conditions of Service.
At Van Cleef & Arpels’s discretion, we may accept the Service Order from legal entities.
Our Home Collect Service (which we cover your delivery costs) is only available to individuals with a shipping address in Japan.
By placing the Home Collect Service, you represent and warrant that you are a bona fide end-user customer acting for your own or another’s personal use and will not use, deliver, sell or otherwise market or purchase the Services for commercial purposes.
If despite our efforts, the Service is no longer available or we believe, for legitimate reasons, that a Service Order would violate these Conditions of Service, we may refuse such order.
Important: Van Cleef & Arpels is free to decide what creations are eligible for Services as provided herein.
If the creation is found not to be genuine, we may collect it with your prior consent. If we are unable to contact you for more than one year, you will be deemed to have relinquished ownership of the creation and we will be entitled to dispose of it.
Request for service
If you wish to order Services via the Service Channels, please first fill in the service request form online, or call, or send an e-mail to Le Desk (the “Service Request Form”).
The provided information shall be true, accurate and not misleading, as it will be used as a reference for the Services.
Shipping your creation
You must strictly follow the instructions of Van Cleef & Arpels as described herein or as provided via the Service Channels, as the case may be. Important to note that not all creations can be shipped; please read carefully the Conditions of Service herein and/or the instructions on the Service Channel you use.
If you ship your creation, please read the below instructions.
Van Cleef & Arpels may, but has no obligation to, provide you with a shipping kit as mentioned hereunder.
Please note that you can only change the shipping address to where the repaired creation will be returned before placing your Service Order, unless previously agreed with the Service Channels.
If you send us your creation by your own means with the carrier of your choice, or with our shipping kit but without using our pre-paid label, you are responsible for the shipping expenses for sending the creation to Van Cleef & Arpels, as well as any insurance expenses, and Van Cleef & Arpels will not be held liable in case of loss, damage, theft or any other deterioration of your creation during transportation to the Van Cleef & Arpels.
You must keep a proof of shipment. Only creations received by the Van Cleef & Arpels will be eligible for the Services, in accordance with these Conditions of Service.
If Maison provides you with a Shipping Kit:
Van Cleef & Arpels will provide individual clients who sign up for Home Collect Services through the Service Channels with specialized shipping kit for packaging your creation (the “Shipping Kit”).
Van Cleef & Arpels will send the Shipping Kit to the address provided by you in the Service Request Form containing notably:
- The necessary materials specially conceived to protect your creation carefully, such as membrane boxes, sleeves, and a protective box; and
- A printed copy of the Service Request Form and further information, if any.
You must then package your creation and prepare the shipping package by attaching:
- The original duly completed Service Request Form or any other document requested by the Van Cleef & Arpels (duly signed if so requested);
- If so requested by the Van Cleef & Arpels, a copy of the Authenticity Certificate, invoice, or other proof of purchase / repair; and
- Any other documents requested by Van Cleef & Arpels.
Once your packaging is ready, please follow the instructions provided by us or in the Shipping Kit. The pickup is only available when mentioned by us and in locations authorized by us (certain areas within the country are excluded). Please note that the shipment of your creation through our transport partner must be made in the same the country in which you received the Shipping Kit. However, note that you are required to send us your creation only through our transport partner in accordance with the terms herein. Van Cleef & Arpels declines any and all responsibility for any damage, destruction, loss or theft of your creation if it is not sent via our authorized transport partner in strict accordance with the Conditions of Service herein.
For security reasons, the Shipping Kit boxes (Special Box) will be unbranded. Please do not write the brand name, nor the information of the creation on the outside of the Special Box.
The Shipping Kit is provided by us to you for the purpose of shipping the creation to us, and is the property of us. You may not use the Shipping Kit for any purpose other than shipping the creation to us, nor will it transfer the Shipping Kit to any third party. When you cancel your Service Order after receiving the Shipping Kit, please return it to us.
If Van Cleef & Arpels does not provide you with a Shipping Kit:
Please adequately package your creation with all due care and taking into consideration the value thereof. Any damage, destruction or loss due to inadequate packaging will be your sole responsibility.
Once your packaging is ready, please contact the carrier of your choice for shipping to the designated address. Van Cleef & Arpels declines any and all responsibility for any damage, destruction, loss or theft of your creation during transport, and any of which, should it occur, shall be under your own responsibility.
Creations exceeding the recommended retail sale price set out by Van Cleef & Arpels shall not be shipped. It is important that you shall not send us any creation exceeding this value, unless otherwise expressly authorized by Van Cleef & Arpels. We decline any and all responsibility for any damage, destruction, loss or theft should you ship any such creations in violation of the above.
Please do not write the brand name, nor the information of the creation on the outside of the package.
Diagnosis
By shipping your creation to us, you agree that Van Cleef & Arpels is permitted to open the creation and carry out a diagnosis of your creation and issue a proposal of a Cost Estimate, according to the provisions of these Conditions of Service (the “Cost Estimate”).
Van Cleef & Arpels will receive your creation and verify that it meets these Conditions of Service. Van Cleef & Arpels will then proceed to the diagnosis of your creation to identify the necessary Services in accordance with the Service Request Form and will send you an estimate through the Service Channels.
Certain creations (ex: high jewelries, certain jewelries, vintage watches or watches with complications) need to be sent to an overseas atelier including to the Van Cleef & Arpels manufacturer for the diagnosis. In such case, we will send it to our atelier with your prior consent. You will not be charged for the cost of international shipping. If you do not agree to send your creation to overseas, we will return your creation unrepaired. We will make reasonable effort to keep you informed. You may be required to provide more documents necessary for export. If you cannot provide necessary documents for export, we will return the creation to you. By agreeing to have your creation shipped overseas, you also confirm it has been imported in your country in accordance with applicable laws.
We may refuse to provide the Services, after receiving a creation, if (1) it is technically impossible or difficult to repair the creation, (2) there are signs that the creation has been improperly repaired, disassembled, or altered, (3) the creation is not considered genuine (or includes parts not considered genuine), (4) the creation is thought to have been damaged during transportation due to inadequate packaging on your part, or (5) we otherwise deem it impossible to provide the Services.
Cost Estimate and Pre-Approved Value of Service
If your creation is eligible for the Services, you will receive a Cost Estimate for approval through the Service Channels.
This Cost Estimate will be valid for the period referred in the Cost Estimate, after which it will automatically become null and void if you do not accept it within that time period; in such event, or if you refuse the Cost Estimate, Van Cleef & Arpels will not perform any repair Service and will send back the creation unrepaired to the shipping address provided by you.
The Cost Estimate will include a service quotation for each Service (mandatory and optional).
We invite you to carefully check all the details of the Cost Estimate and the Conditions of Service before confirming the Cost Estimate and placing your Order through the Service Channels.
All prices for the Services or the Cost Estimate are in the currency of our location. Taxes (consumption tax) and shipping costs (if any) for the return are included (to the exclusion of other taxes unless otherwise indicated).
The applicable taxes and shipping costs (if any) depend on your shipping address and will be specified in the Cost Estimate.
Please note that, if the consumption tax rate is revised between the issuance date of the Cost Estimate and the delivery date of the creation, the amount will be charged according to the revised consumption tax rate in accordance with the law.
IMPORTANT: Your approval of the Cost Estimate via any Service Channel constitutes irrevocable acceptance of the Service to be performed by Van Cleef & Arpels and according to the present Conditions of Service and confirms the existence of a binding contract obligating you to pay the amount due for said Services.
If, for technical reasons, Van Cleef & Arpels determines before proceeding with the Service that the cost of the repair will exceed the price of the estimate you validated, we will send you a new estimate for your approval or rejection.
This applies only if the pre-approved value of Service feature is available and you have used it (the “Pre-Approved Value of Service”).
If you have activated the Pre-Approved Value of Service feature (if available), you have irrevocably agreed that we can perform Services (necessary and/or optional) within the Pre-Approved Value of Service:
- If the pre-approved amount is sufficient to perform the Service further to the diagnosis, it will be performed immediately after diagnosis without sending a Cost Estimate for approval.
- If the amount of the actual Cost Estimate is higher than the Pre-Approved Value, you will receive a Cost Estimate for approval. If you refuse the Cost Estimate, we will not perform any services and will return your creation unrepaired to the shipping address that you have previously communicated in the Service Request Form.
By authorizing us to proceed with the Service, you agree to pay for our performance of the repair work, within the limit of the Cost Estimate you validated, with the exception of the gratuity cases defined by Van Cleef & Arpels (ex: service under warranty).
Accordingly, no Cost Estimate will be issued for Pre-Approved Value of Service, free of charge Services and Services covered by the Authenticity Certificate of Van Cleef & Arpels.
In order to guarantee a service of excellence, any price in any document, includes the removal by us of any components that are replaced, which shall become our property from the time of their replacement. By agreeing to the terms and conditions, you irrevocably waive any right to the return of these components. Any intervention on these components could lead to their deterioration and/or destruction. This also applies to any repairs and/or replacements performed free of charge under guarantee.
The parts used for repairs may change without notice. Also, the appearance of the repaired creation may differ depending on the repair method.
Payment
We accept the methods of payment identified as part of the order process via the Service Channels. Depending upon the means of payment, we may require additional information, including specific forms of identification. Please make sure you pay the full amount indicated by the Channel and indicate your Service Order reference number with your payment if requested by the Channel. Van Cleef & Arpels will ship or deliver back your creation only after receipt of your payment in full.
When ordering Services, you should not send us your credit card details by email, postal mail or any other written form. All payment card holders are subject to validation check and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, you will need to contact your card issuer directly to solve this problem. Other payment methods may also be subject to validation check and authorization by the payment system providers as well.
You expressly authorize us to perform security checks, where we deem necessary. In addition, you expressly authorize us to use the personal information you provide to us, and or to transmit or obtain information (including any updated information) relating to you to or from third parties from time to time, including by not limited to your payment card details, to authenticate your identity, validate your payment, obtain an initial payment card authorization, if any, and authorize individual purchase transactions.
The full amount of your Service Order will typically be charged on your payment card or through other means of payment once the servicing of your creation is completed. Please do not forget to mention the reference number of your order on your payment when requested. Please note that some financial institutions may charge a fee that will be on your charge.
Van Cleef & Arpels is prohibited under applicable laws from making sales of its Services to individuals or companies designated on relevant sanctions/prohibition lists or to country destinations sanctioned by the relevant authorities. Any such transactions will be declined.
If you do not pay the full amount of the invoice within 3 calendar months of us notifying you, or if you do not retrieve the creation within 12 calendar months of us notifying you even if we have made reasonable efforts to contact you, we may sell or otherwise dispose of your repaired creation in our sole discretion within the limit of the law. We will apply the proceeds of any sale or disposal to the remuneration of any outstanding amounts, including all the costs in connection with your defaulted payment (i.e., storage charges, administrative costs, etc.); and any balance will be returned, where possible, to you.
Delivery; Delay
Van Cleef & Arpels will only send and/or deliver your creation after receipt of your payment in full. Van Cleef & Arpels will send the creation back to the address that you have previously communicated to us in the Service Request Form.
Please note that Van Cleef & Arpels only delivers to Japan, excluding certain addresses (e.g., military, certain restricted areas (such as hotels), post office boxes, or certain remote areas). All the shipments back to you are made by our transport partner free of charge for you. Van Cleef & Arpels insures parcels while in transit until they are delivered to you. Delivery times are tentative only. When receiving the creation, you may be required to send a text message or e-mail confirming that you have received the creation.
We will require from you the confirmation of the creation’s receipt according to modalities to be set out by Van Cleef & Arpels, at which point the responsibility for the creation will be transferred to you. The signature on the receipt will constitute the confirmation of the due receipt of the creation in good delivery state.
The delivery will be done at the shipping address registered and confirmed to us as per the terms herein and the delivery will occur according to our guidelines. Attention: if you are not available for the delivery, please follow our instructions, in particular if a third person will be receiving the shipped back creation. Please note, we reserve the right to accept or refuse another person to receive your creation.
Any delivery date communicated to you is only an estimate, and is not binding on Van Cleef & Arpels. Van Cleef & Arpels shall not be liable for any damage resulting from any modification to the delivery date estimate. The transport partner will inform you as soon as possible of any modification to the delivery date estimate.
Our Cancellation of the Service Order
Notwithstanding anything to the contrary provided for herein, Van Cleef & Arpels reserves the right to refuse, cancel and terminate orders at any moment in time for legitimate grounds. For example, Van Cleef & Arpels may refuse, terminate or cancel your Service Order if there is an on-going dispute concerning payment of a prior order or if Van Cleef & Arpels suspects that you have violated these Conditions of Service or any laws, or if the law permits so, or in case of counterfeited creations, or in case of reasons beyond our reasonable control, including force majeure.
In the event that Van Cleef & Arpels cancels a Service Order, any and all indemnifications are excluded and you shall not have any claims against Van Cleef & Arpels, its agents, affiliates and employees.
Guarantees
Upon completion of the Services, you will benefit the repair guarantee for a period of time determined by Van Cleef & Arpels from the date of the invoice. To subsequently benefit from this guarantee, please contact Van Cleef & Arpels. Van Cleef & Arpels will determine whether the repair that needs to be performed is covered by the repair guarantee at Van Cleef & Arpels cost. This guarantee is valid worldwide.
Please note that only some selected creation lines are covered by the applicable Van Cleef & Arpels International Guarantee or the Repair International Guarantee. For more information, please refer to the applicable Van Cleef & Arpels International Guarantee and Van Cleef & Arpels International Repair Guarantee on the Platform or via our Client Relations Center.
If your creation is currently subject to a valid sales or repair guarantee, the terms of such guarantees will apply as well.
In addition, you may have mandatory legal rights under applicable national legislation governing the provision of Services; those legal rights are not affected by these Conditions of Service.
We remind you that the Van Cleef & Arpels International Repair Guarantee does not apply in the case the necessary interventions recommended by Van Cleef & Arpels are not performed, upon your specific request.
Limitation of Liability
If a creation requested for the Services (1) includes any non-genuine parts such as parts made by other companies, (2) has any traces of repairs, disassembly, or modification by other companies, or (3) has been damaged or contains defects due to inappropriate use exceeding normal use, etc., then there is a possibility that all or part of the creation may be damaged and we may not be able to restore the creation to the state it was in at the time it was left with us, and/or we may not be able to repair the creation adequately. We shall not be liable for any creation that cannot be restored to the state it was in at the time it was left with us or cannot be adequately repaired due to reasons not attributable to us. In such cases, you will be charged a fee according to the extent of the work which was performed.
While we conduct careful inspections of a creation requested for the Services, we shall not be responsible for any stains or scratches that cannot be discovered during such inspections.
While Van Cleef & Arpels endeavours to verify the accuracy of any information it provides on the Platforms, in advertisements or catalogues, or through the other Service Channels, it makes no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information.
Van Cleef & Arpels does not confirm the cost of the Services until a Cost Estimate has been issued by Van Cleef & Arpels.
While every effort will be made to ensure that the descriptions, photographs or graphical representations relating to the Services detailed on the Platforms are as accurate as possible, Van Cleef & Arpels does not warrant that such materials or other content are error-free, whether as a result of inaccuracy, omission, obsolescence or otherwise.
To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the Services and Service Channels, whether express or implied by statute or otherwise or arising from any previous course of dealing or usage or trade practice.
Nothing in these Conditions of Service limits or excludes our liability for any liability which cannot be limited or excluded by applicable law. Subject to the preceding sentence, our aggregate liability to you under these Conditions of Service for any order, whether in contract, tort (including negligence) or otherwise, even if we have been advised of the possibility of such damages, shall in no event exceed one hundred percent (100%) of the cost of the Service in your Service Order. Any indirect, consequential, moral and/or punitive damages are in any event excluded.
In the event that you sent us your creation in violation of the present Conditions of Service or our instructions, you shall bear any and all risks and costs associated therewith, to the exclusion of any Van Cleef & Arpels liability. In such event, Van Cleef & Arpels shall not be held liable for any risks and or damages, destruction, theft or loss of the creation, including during the transportation of the creation to Van Cleef & Arpels.
Please note that, in some jurisdictions, consumer protection laws do not allow certain exclusions or limitation of warranties or liabilities, and consequently some of the above exclusions and limitations do not apply.
General Provisions
If any provision, or part of a provision, of these Conditions of Service is deemed to be illegal, invalid or unenforceable, the remainder of the provisions of these Conditions of Service shall be unaffected and shall continue to be fully valid, binding and enforceable.
These Conditions of Service (and associated terms incorporated by reference) constitute the entire agreement between you and us in relation to the order of Services, and replace and extinguish all prior agreements, draft agreements, arrangements, undertakings, or collateral contracts of any nature made by the parties, whether oral or written, in relation to such subject matter.
We are not responsible for any failure or delay in performing or complying with our obligations under these Conditions of Service which arises from any cause beyond our reasonable control.
You represent and guarantee that the information you provide in the Service Order is true, accurate and complete at all times; in the contrary case, you will be solely liable of any consequences deriving therefrom.
The waiver by us of a breach of any provision of these Conditions of Service will not operate to be interpreted as a waiver of any other or subsequent breach.
This contract is between us and you. No other person shall have any rights to enforce any of its terms.
These Conditions of Service shall be governed by and construed in accordance with the laws of Japan, without reference to conflict of laws provisions.
Any dispute, controversy or claim arising out of or in relation to the Conditions of Service, including the validity, invalidity, breach or termination of the Conditions of Service, shall be adjudicated or arbitrated in accordance with the Conditions of Service. Where the applicable laws are different to the mandatory consumer laws in your own country, we will afford you with similar protection.
You may bring proceedings against either in the courts of the country in which the applicable Selling Entity has its registered office or in the country where you are domiciled. We may also bring proceedings against you in the courts of the country where you are domiciled.
Without any restriction to bring proceedings before a court, you and Van Cleef & Arpels will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure to agree that may arise out of or relate to the creation, the Conditions of Service or any breach thereof.
Contact us
If you have any questions or comments about these Conditions of Service, or matters generally (including any complaints), please contact Van Cleef & Arpels Le desk.
Van Cleef & Arpels Le desk
Hanzomon First Building, 1-4 Kojimachi, Chiyoda-ku, Tokyo 102-0083, Japan
0120 10 1906 (11:00~19:00 except year-end and new-year holidays)
We will refuse to provide any service to clients whose behavior exceeds the scope of socially accepted norms when making inquiries or consultations regarding our service. Furthermore, if we deem the conduct to be malicious, we will take appropriate measures after consulting with the police, lawyers, etc.
Behaviors that exceed the scope of socially accepted norms are defined as follows.
VAN CLEEF & ARPELS
Privacy Policy
Last updated: July 2024
About Van Cleef & Arpels
Van Cleef & Arpels, branch of Richemont International SA (“Van Cleef & Arpels”, "we", "us" and "our") has its registered offices at 8, Route des Biches, CH-1752 Villars-sur-Glâne, Switzerland. This is considered to be the “data controller” for the purposes of certain data protection laws and regulations.
Our Privacy Commitments
Our Privacy Policy is centred around the following three privacy commitments:
Commitment 1: Transparency & Trust - Privacy is built into all of our products and services by design and by default. We respect the trust you place in us with your personal information. We will be fully transparent with you regarding the purposes for which we use your personal information and will only use it for those specified purposes when we have a right to do so. This will include, where necessary, obtaining your explicit consent. Any material changes to how we process your personal information will be notified to you.
Commitment 2: Protecting Your Personal information - We commit to implementing leading data protection, privacy and security standards so that you feel comfortable that your personal information is protected – if there is an incident impacting your personal information, we commit to notifying you and/or relevant regulators in accordance with data breach notification requirements. Your personal information will be handled with the same protection when it is shared with third parties or when it is transferred internationally. We will only retain your personal information for as long as is necessary or for as long as required by law.
Commitment 3: Respecting Your Rights - We will respect the choices you make in relation to your personal information. We will respect the legal rights you have in relation to accessing, erasing and updating the personal information that we hold about you. We will also respect the choices you make in relation to objecting to how we process your personal information and will provide channels for you to contact us with questions or complaints.
This Privacy Policy & Updates
Please take a moment to read the following policy as well as our Cookie Policy that explains how we collect, use, disclose and transfer the personal information collected about you at any touchpoint, including on our websites, mobile applications and other digital platforms (together referred to as the “Platforms”), when you visit our boutiques or events, contact us by e-mail, telephone or online chat, or when you interact with us over social media platforms or other marketing and advertising channels. Our Cookie Policy explains how we collect information through the use of cookies and related technologies when you use our Platforms.
Where we offer our products for sale online or by phone through our Client Relations Center, you must read the applicable Conditions of Sale, which will govern the terms and conditions of any such purchases made in this way. Other terms and conditions, such as Conditions of Service, may also apply in respect of any other services that we may provide to you.
From time to time we may update this Privacy Policy. When we do, we will publish the changes on this Platform.
Commitment 1: Transparency & Trust
Information that you provide to us or we collect about you
We collect the following personal information about you as detailed below:
General personal & user account information: To benefit from our products, services, events, boutique appointments and/or other client programmes, you may need to provide your contact details or create an account with us. You may provide personal information about yourself, including name and address, date of birth, e-mail address, telephone number, marital status, nationality and gender. Your account will store information about yourself, your purchasing history, unique account identification number, username, password, time zone, claims and repair history, as well as any conversation history.
Client 360 view data: In order to have a full understanding of our clients, we may also collect and store data about your behaviour, interests, preferences (such as products, topics, and channel and frequency of communication), wish lists, hobbies, client interactions and marketing campaign activities, customer reviews, demographic data, habits, celebration events, purchasing reviews and feedback as well as your general purchasing tendencies.
Transactional and payment information: When you purchase products and/or services, we collect additional information, such as your shipping address, proof of delivery, billing address and relevant payment information.
Identification information: We may collect identification information from you, such as passport data or national ID data, in circumstances where we need this to provide products and/or services to you.
Correspondence, call recordings, online or video chat: We collect personal information from you when you correspond with us (for example, if you contact us with a query about one of our products and/or services), when you provide your details when you visit our boutiques, contact us or our Client Relations Center by e-mail, telephone, contact form or otherwise participate in online or video chat. Please note that phone calls, online or video chat or other correspondence will on occasion be recorded for security, evidence, training, quality control, analysis and development purposes.
Social media platforms data: If you choose to interact with us via a social media platform or other third party service, we will collect the information you have provided to us through that platform, which may include behavioural data such as your browsing records and purchase history on that platform. In addition, you may grant us access to certain data from your social media profiles for social log-in purposes.
Cookie data: We also collect certain information automatically about visitors to our Platforms, described in our Cookie Policy. This may include data relating to advertising IDs, pixel tags or your unique online personal identifier.
Location data: We will collect information about your location to the extent that we provide any location services.
CCTV, video surveillance data & Wi-Fi data: In our retail boutiques, corporate premises or other areas, we collect data using CCTV or other video surveillance technology. If you register for our free Wi-Fi service at our stores, events or other premises, we may collect certain information about your device, including device or IP address, connection date and time and the location(s) at which you connected to our Wi-Fi service.
Photos & video recordings: Some of our technology products, including connected mirrors, augmented reality technologies or photo booths, collect photographs or video recordings from you. This data may also allow us to take measurements from you required for our products and/or services. We may also take photographs or make video or voice recordings of you at one of our events.
Surveys and market research: We carry out surveys and market research and we will collect your response data.
Information you provide about third parties: You may provide personal information about a third party (such as your partner or child), including name and address, date of birth, e-mail address, telephone number, marital status, wish list, hobbies and preferences.
Information we collect from third parties about you: We also may collect any of the above information about you from third parties, including our authorised dealers, social media platforms, advertising and marketing partners, analytics providers, and third parties that provide technical or strategic data services to us and we may collate such information with other information that we have. We may also collect personal information about you from publicly-available sources.
Sensitive or special categories of data: We may ask you to provide sensitive or special categories of data (for example, allergens or accessibility requirements for events), in which case we will provide you with enhanced privacy information and ask for your explicit consent at the time of our request. Otherwise, if you provide such data to us without us asking you for it, we will take the fact you have provided such data as your explicit consent for us to process it.
Purposes of processing and our legal justification for processing
We may process your personal information for the purposes listed below on the basis of the following justifications:
Consent: this is the legal basis when you have given clear consent for us to process your personal information (for example, where you consent to receiving marketing information).
Performance of a contract: the processing is necessary for a contract we are entering into with you (including compliance with our Terms of Use), or because we have asked you to take specific steps before entering into a contract (for example, processing your contact information relating to the purchase and delivery of a product).
Legitimate interests: the processing is necessary for our legitimate interests or the legitimate interests of a third party (for example, for the running of our business, protecting against fraud, or Platform security), unless there is a good reason to protect your personal information which overrides those legitimate interests.
Legal obligation: the processing is necessary for us to comply with the law (for example, a court order).
Other grounds: the processing may on occasion be necessary for other legal reasons such as to prevent and detect crime, to protect life or the processing is otherwise in the public interest.
The purposes of processing and justifications are as follows:
Service-related processing: We process your personal information for service-related purposes, including product reservations and sales, service communications, programme updates, announcements and administrative messages, such as acknowledgment and confirmation of, or changes to, orders and shipment, confirmation of, or changes to, event or appointment bookings, repair notifications as well as to notify you about changes to our terms or privacy policy. In addition, we may send you service-related messages when you abandon your shopping cart or browsing session unexpectedly – our primary justification is for the performance of a contract but we may also rely on legitimate interests (for example, to ensure you are content with your purchase and that we are providing our products and services to you in a secure, effective and efficient manner), legal obligation or consent.
Marketing-related communications and digital advertising: We process your personal information for marketing-related purposes, including sending you marketing communications (including by telephone,
e-mail, post and electronic or text messages, including WhatsApp or other one-to-one communications, and delivering personalised messages or advertising on social media or other digital platforms) relating to us and other third party partners that we think may be of interest to you. We may also share your personal information (such as your e-mail address, usually in an encrypted or ‘hashed’ form, or specific cookie data) with social media and other platforms or other service providers for the purposes of custom audience or lookalike matching, or intra-group client/prospect matching for marketing purposes – our primary justification for marketing-related communications and digital advertising processing is either consent or legitimate interests (for example, to recommend certain products to you). Where we rely on consent, you may withdraw your consent at any time by e-mailing the address below in the section headed “Contact us” or clicking on the ‘unsubscribe’ link in any marketing e-mails or text messages. Where we request your consent at multiple touchpoints (for example, in-store or on the Platforms) and at different times, any consent collected will remain valid unless you expressly opt-out.
Accounts & records: We process your personal information for the purposes of managing our accounts and records – our primary justification is for the performance of a contract but we may also rely on consent, legitimate interests (for example, to prevent fraud) or legal obligation.
Logistics, transactional and payment processing: We process your personal information for the purposes of managing and fulfilling purchase, gift and repair orders or returns, communications preferences during repairs, facilitating delivery, and providing after-sales services – our primary justification is for the performance of a contract but we may also rely on legitimate interests (for example, to ensure we are collecting payments effectively), legal obligation or consent.
Enquiries: We process your personal information for the purposes of dealing with your enquiries and requests, and offering client services to you – our primary justification is for the performance of a contract but we may also rely on legitimate interests (for example, to respond to your queries in an effective manner) or consent.
Events, appointments and communities: We process your personal information for the purposes of organising and running events, boutique appointments and membership communities, including registering you as a member, attendee or speaker, or reporting or logging a health and safety incident that you may have suffered or assisted with. We may also take photographs or make video or voice recordings of you at one of our events for promotional purposes – our primary justification is for the performance of a contract but we may also rely on consent, legitimate interests (for example, to respond to your queries or to manage and administer events) or legal obligation.
Competitions, prize draws and other promotions: We process your personal information for the purposes of running competitions, prize draws, and other promotions, and we need to collect information from you to administer such promotions – our primary justification is for the performance of a contract but we may also rely on legitimate interests (for example, to track client engagement), legal obligation or consent.
Regulatory compliance, credit checking and prevention of prohibited activities: We process your personal information for the purposes of undertaking anti-money laundering or international sanctions compliance, credit checking, prevention of fraud and other prohibited or illegal activities as part of our efforts to keep our Platforms and services secure or as otherwise required to respond to a legitimate request from a third party (for example, a regulatory or police authority or financial institution) – our primary justification is legitimate interests (for example, to prevent fraud or other crime) but we may also rely on legal obligation or consent. We reserve our rights not to provide products and/or services to you where we have a legitimate reason not to do so in accordance with applicable law.
Automated technologies & profiling: We process your personal information as part of our use of innovative technologies, including profiling technologies, artificial intelligence, machine learning and advanced algorithms, to help us identify and predict any products, diagnostics, services or other information that may be of interest to you based on the information that you provide to us or we collect from third parties (as detailed in the section ”Information we collect from third parties about you”). This may lead to automated decisions about you being taken using technology without human involvement. It may include decisions regarding our products, services, event invitations, personal benefits and other information. The purpose is to improve your experience of our products and/or services by way of offering you tailored products and/or services, and being able to respond effectively and swiftly to your feedback. This may involve, for example, techniques used to predict your behaviour and may include data clustering, data mining, data fusion or other data intelligence methods used to extract value and meaning from your personal information. This may be completely automated (such as to escalate complaints) or involve human intervention where the final decision is taken by an individual. When we use your personal information for any automated decisions and/or profiling, we will take steps to be transparent and fair and to make decisions free from bias. We will implement reasonable safeguards designed to protect any of your personal information. In certain circumstances, we will provide you with an opportunity to opt-out of automated decisions and/or profiling – our primary justification is legitimate interests (for example, to improve our Client Relations Center training) and consent.
Market research, analysis of feedback and client engagement: We process your personal information for the purposes of conducting market research (including surveys) and analysis and improve consumer engagement as a result of client feedback, comments, preferences and general use of our Platforms, products and/or services so that we can continuously improve our offerings and the products and/or services we provide to our clients – our primary justification is legitimate interests (for example, to improve our Platforms) but we may also rely on consent.
Location services: We process your personal information for the purposes of providing you with location-based services when we are able to use information about your location. For these services, which are typically available on mobile devices or applications, you are provided with the opportunity to provide your consent to the use of location services, which, for example, process information deriving from GPS, sensors, beacons or Wi-Fi access points in order to allow you to benefit from a more personalised service. Your device will have settings that allow you to turn off these services should you no longer wish to benefit from them – our primary justification is consent.
CCTV, video surveillance & WiFi processing: We process your personal information using CCTV and video surveillance data for the prevention and detection of crime, assisting law enforcement agencies in the apprehension, investigation and prosecution of offenders, ensuring the safety of our staff, visitors and property and, occasionally, to monitor in-store activity or WiFi browsing – our primary justification is legitimate interests (for example, to secure our premises) and legal obligation but we may also rely on consent.
New retail technologies: We may process your personal information for the purposes of our use of new retail technologies to provide you with enhanced in-store and online experiences, including virtual try-ons, augmented reality and product configurators. For example, we may use images or videos of your hand to generate and send you a photograph or a video clip showing product(s) on your hand – our primary justification is both legitimate interests (for example, to monitor client engagement with new technologies) and consent.
Platform support, maintenance and security: We process your personal information in connection with administering and protecting our business and the Platforms (including troubleshooting, dealing with error messages, data analysis, testing, system maintenance, support, reporting and hosting of data) – our primary justification is legitimate interests (for example, to ensure our Platforms run effectively and securely) but we may also rely on legal obligation or consent.
Receipt of products and services from suppliers: We process your personal information for the purposes of benefiting from any products or services provided by you or your organisation, where you are, or your organisation is, a supplier – our primary justification is performance of a contract but we may also rely on legitimate interests (for example, to receive services) or consent.
Authorised dealer data sharing: We process your personal information for the purposes of ensuring a seamless client experience across our authorised dealer network. You have the option to enable your account data, including your contact details and transaction history, to be shared across our network, including both to and from our authorised dealers and our boutiques, and benefit from a personalised experience when you visit our points of sale in any country – our primary justification is consent.
Business administration and legal compliance: We process your personal information for the purposes of the administration of our business or to comply with our legal obligations – our primary justification is legal obligation but we may also rely on legitimate interests (for example, to maintain our records) or consent.
Enable a corporate transaction such as a merger or acquisition: We process your personal information for the purposes of any merger or acquisition activity and we will disclose your personal information to any third party that purchases, or to which we transfer, all or substantially all of our assets and business – our primary justification is legitimate interests (for example, to facilitate discussions with third party stakeholders) but we may also rely on legal obligation or consent.
Cookie and other automated technologies: We process your personal information in accordance with our Cookie Policy – our primary justification is consent, performance of a contract and legitimate interests (for example, where cookies are strictly necessary).
Material changes
Where we materially change the way in which we process your personal information, or if we plan to use your personal information for a new purpose not set out in the section above, we will take the appropriate measures required under applicable law, such as to notify you by e-mail or other suitable means.
Our Cookie Policy
This Platform uses cookies according to our Cookie Policy. This Cookie Policy is available to users on each page of the website linked to this Privacy Policy and on each information banner regarding cookies.
Like most platforms, our Platforms log IP addresses and use cookies and similar technologies that allow us to recognise you and to customise your experience, and provide us with information about the way our visitors access our Platforms. You can find out more about how we use cookies and related technologies below.
What is a cookie?
Cookies are text files, containing small amounts of information, which are downloaded to your computer or mobile device when you visit a website or mobile application. They are used to recognise your computer as you move between pages on a website, or when you return to a website or mobile application you have visited previously. Cookies are widely used in order to make platforms work, or to work more efficiently, as well as to provide information to the owners of the platform.
We use cookies to enhance the online experience of our visitors (for example, by remembering your language and/or product preferences) and to better understand how our Platforms are used. Cookies will tell us, for example, whether you have visited our Platforms before or whether you are a new visitor. They can also help to ensure that adverts you see online are more relevant to you and your interests.
There are two broad categories of cookies:
First party cookies, served directly by us to your computer or mobile device. They are used only by us to recognise your computer or mobile device when it revisits our Platforms.
Third party cookies, which are served by a third party service provider on our Platforms, and can be used by the service provider to recognise your computer or mobile device when it visits other platforms. Third party cookies are most commonly used for platform analytics or advertising purposes.
Cookies can remain on your computer or mobile device for different periods of time. We use both 'session cookies' and ‘persistent cookies’. Session cookies exist only while your browser is open and are deleted automatically once you close your browser. Persistent cookies survive after your browser is closed, and can be used to recognise your computer or mobile device when you open your browser and browse the internet again.
What cookies do we use?
The Platform serves only the following types of cookies to your computer or mobile device for the following purposes:
Technical Cookies: These cookies are essential to provide you with services available through this Platform and to use some of its features, such as access to secure areas. Without these cookies, services you have asked for, like transactional pages and secure login accounts, would not be possible.
Functionality Cookies: These cookies serve a variety of purposes related to the presentation, performance and functionality of this Platform. Their overall purpose, however, is to enhance visitors’ experience and enjoyment of this Platform. For example, some of these cookies enable visitors to specify language, product or other platform preferences.
Analytical Cookies: These cookies, including those from third parties (such as Google Analytics), are used to collect information about how visitors use our Platforms. This information includes the number of visitors to our Platforms, the platforms that referred them to our Platforms and the pages that they visited on our Platforms. We use this information to help run our Platforms more efficiently, to gather broad demographic information and to monitor the level of activity on our Platforms.
Advertising Cookies: These cookies, including those from third parties, are aimed at creating profiles related to you and are used to deliver adverts more relevant to you and your interests in line with your preferences expressed while surfing the web. They are also used to limit the number of times you see an advertisement as well as help to evaluate the effectiveness of advertising and promotion. They are usually placed by advertising networks with our permission. They remember that you have visited a platform and this information is shared with other organisations such as advertisers, social media platforms or our display partners.
Social Cookies: These cookies are third party cookies that allow you to interact with social media platforms (e.g. share or like buttons).
How to control or delete cookies
The use of cookies does not always require your express consent. In particular, technical cookies do not require such consent as far as they are necessary to provide a service expressly requested by the user. On the other hand, your prior consent is required for functionality cookies, analytical cookies, advertising cookies and social cookies.
You have the right to withdraw your consent and refuse the use of cookies at any time and we have explained how you can exercise this right below. However, please note that if you choose to refuse cookies you may not be able to use the full functionality of our Platforms.
You can set your cookie preferences by changing your browser settings so that cookies from this Platform cannot be placed on your computer or mobile device. In order to do this, follow the instructions provided by your browser (usually located within the “Help”, “Tools” or “Edit” facility).
If you would like to learn more, please visit http://www.aboutads.info/choices/ and/or https://globalprivacycontrol.org/. More detail on how businesses use cookies is available at www.allaboutcookies.org. We are not responsible for effectiveness of or compliance with any third parties’ opt-out options.
Third Party Vendors & Cookies
We also benefit from data provided by third parties where you provide us with your consent to set the relevant cookies and/or other tracking technologies. We set out below a summary of the key data sources.
We use a number of Meta services and other similar products on our Platforms, including through the use of the pixel and other business products. In some circumstances, Meta or the other platform provider acts as our data processor and in other circumstances, they are a joint data controller (for example, Meta with respect to Custom Audiences). Further details of how they process your personal information, the legal basis they rely on, your rights and contact details can be found on the relevant platform.
About Advertising
The Platforms use third parties such as network advertisers and ad exchanges to serve you ads on third party platforms after you leave our Platforms, and we use third party analytics and other service providers to evaluate and provide us and/or third parties with information about the use of the Platforms and viewing of ads and of our content. Network advertisers are third parties that display advertisements, which are based on your visits to the Platforms and other apps and sites you have visited. Third party ad serving enables us to evaluate advertisement success based on ad views and ad interactions, and to adapt our media to better fit your interests.
Third party tracking technologies are not controlled by us, even if they are associated with our Platforms or our ads. Statements regarding our practices do not apply to the methods for collecting information used by these third parties and others or the use of the information that such third parties collect. The relevant third party’s terms of service, privacy policy, permissions, notices and choices should be reviewed regarding their collection, storage and sharing practices. We make no representations regarding the policies or practices of third party advertisers or advertising networks or exchanges or related third parties, such as Meta.
You have choices in respect of the delivery of ads. You can opt-out of receiving certain types of behavioural ads by visiting the third party websites described in the section headed “How to control or delete cookies” in our Cookie Policy. We are not responsible for effectiveness of or compliance with any third parties’ opt-out options.
Commitment 2: Protecting Your Personal Information
Protecting your personal information
We want you to feel confident about sharing your personal information with us, and we are committed to protecting the personal information we collect by implementing leading data protection, privacy and security standards. We limit access to personal information about you to employees who reasonably need access to it, to provide products or services to you or in order to do their jobs. We have appropriate technical and organisational physical, electronic, and procedural safeguards to protect the personal information that you provide to us against unauthorised or unlawful processing and against accidental loss, damage or destruction. However, where we ask you to choose a password in order to access certain parts of our Platforms, you are responsible for selecting a secure password and keeping that password confidential. You should choose a password which you do not use on any other site, and you should not share it with anyone else.
Sharing your personal information
We only share personal information with others when we are permitted by law to do so. When we share personal information with others, we put contractual arrangements and security mechanisms in place to protect the personal information shared and to comply with our data protection, confidentiality and security standards and obligations. We share your personal information with third parties in the following circumstances:
Our affiliated group companies: We may share your personal information with our affiliated group companies for the purposes specified above, where we are permitted by law to do so (including where we have a lawful basis to do so).
Service providers (including data processors): We will disclose your personal information to our appointed third party service providers (which may process your personal information as data processors on our behalf), including for the purposes of providing online and other payment services, handling credit checks and fraud prevention, product shipment, cloud storage and any other services required in order for us to use your personal information for the purposes specified in this Privacy Policy. In certain circumstances, certain fraud-prevention service providers consider themselves to be independent data controllers.
Regulatory, authority and other third party disclosures: We will disclose your personal information to any law enforcement agency, court, police, regulator, government authority or any other third party, including a relevant financial institution, where we believe this is necessary to comply with a legal or regulatory obligation, to protect our rights or the rights of any third party, or where it is otherwise in the public interest or our legitimate interests or those of a third party (for example to respond to a request from a third party to disclose personal information to investigate an alleged crime, to check that we are complying with applicable law and regulations, or to establish, exercise or defend legal rights). In addition, we may share your data with insurance providers and/or lost or stolen organisations to facilitate the recovery of any lost or stolen items.
Authorised dealers: Where you interact with our authorised dealer network, we may ask for your consent to share your personal information with an authorised dealer from time to time for the purposes of: (i) providing you with services you have requested; (ii) improving your client journey and experience within boutiques when interacting with our products and services and/or our authorised dealers; (iii) ensuring that the information we hold about you is accurate and up to date, including registering purchases, warranty extensions and other transactions, as well as recording your marketing preferences; and (iv) managing client and vendor relationships to improve co-operation with our authorised dealers and provide you with bespoke client experiences with us. In circumstances where an authorised dealer may require access to the information we hold about you, we will seek your permission to share your personal information with an authorised dealer prior to granting such access. Where you grant permission to share your personal information with an authorised dealer, we will maintain industry leading measures to ensure the continued security of your personal information. Where your personal information is shared with an authorised dealer, both the relevant authorised dealer and us may simultaneously be acting as an independent data controller and/or data processor in respect of your personal information, depending upon how we or our authorised dealer are interacting with you.
Mergers & acquisitions: We will disclose your personal information to any third party that purchases, or to which we transfer, all or substantially all of our assets and business. Should such a sale or transfer occur, we will use reasonable efforts to try to ensure that the entity to which we transfer your personal information uses it in a manner that is consistent with this Privacy Policy.
Social media platforms and other third party digital vendors: We may share your personal information with social media platforms as explained above or in the Cookie Policy.
Transferring your personal information globally
Personal information we collect may be transferred to, stored and processed in any country or territory where one or more of our affiliated group companies or any third party listed in the section headed “Sharing your personal information” above are located or maintain facilities. Some of these third parties will use cloud-based storage solutions. While other territories may not have the same standards of data protection as those within your home country, we will continue to protect the personal information we transfer in accordance with this Privacy Policy.
Privacy risk assessments
We may periodically conduct risk assessments related to the processing of your personal information, especially when introducing new technologies or functionalities. In certain circumstances, these new technologies or functionalities may require us to provide enhanced privacy notices and/or consent forms to ensure that we continue to meet our privacy commitments towards you.
Retaining your personal information
We keep your personal information only for as long as is necessary for our purposes of processing, and in particular to protect ourselves in the event of a legal claim (for example, information relating to a contract with you will be kept for the lifetime of the contract and up to ten years after) as well as necessary to comply with statutory retention obligations. After this period it will be deleted or in some cases anonymised. Where we have your consent to process your personal information and we have no other lawful basis to continue with that processing, if you subsequently withdraw your consent we will delete your personal information.
If you request that we no longer send you direct marketing communications or you exercise your right to be forgotten, we will keep a record of your request and contact details to ensure that your request is respected.
Commitment 3: Respecting your rights
We commit to respecting your rights. If you wish to exercise any of the rights set out below, which are available to you under applicable law, please write to us at the address listed below.
Right of access
You have the right to ask for access to any personal information that is being processed by us.
Right to erasure / restriction of processing
In some circumstances, you have the right to request the erasure of your personal information or to restrict how we use it.
Right to update or correct
You have the right to ask us to correct any inaccurate personal information and to update any out-of-date personal information.
Right to object
You have in certain circumstances the right to object, on grounds relating to your particular situation, at any time to the processing of personal information concerning you which is carried out on the basis of legitimate interests or in the public interest.
Furthermore, you have the right to object where your personal information is processed for direct marketing purposes.
Right to data portability
In some circumstances, you have the right to request from us the personal information concerning you that you have provided to us in a structured, commonly used, machine-readable format.
Right to withdraw consent
If you have given us consent to process your personal information, you can withdraw this consent at any time with effect for the future. The withdrawal does not affect the lawfulness of the processing carried out on the basis of this consent until the withdrawal.
Right to complain
If you have a concern about how we use your personal information, as a first step please contact us using the details set out below and we will do our best to resolve your concern. After investigating your concern, we will respond to you in writing within a reasonable time setting out our proposed remedial action.
If you think we have processed your personal information in a manner that is unlawful or breaches your rights, you also have the right to complain to a relevant data protection authority, for example in your place of residence, or the jurisdiction in which the processing took place.
Right to object to advertising using e-mail
In the event that we have obtained your e-mail address in connection with the sale of a product and/or service and use your e-mail address for direct advertising of our own similar products and/or services, you may object to such use of your e-mail address at any time with effect for the future by e-mailing the address below in the section headed “Contact us” or clicking the ‘unsubscribe’ link in any of our marketing e-mails.
However, please note that we may continue to send you service-related (i.e. non-marketing) communications, such as e-mail updates on your order status.
Children
The Platforms are not directed at anyone who we know to be a child in the relevant country of data collection (for example, in the US this is under 13 and in certain European countries this is under 16), nor do we collect any personal information from anyone who we know to be a child unless we have parental or guardian consent. Children should not use the Platforms and should not submit any personal information to us without parental or guardian consent.
Contact us
If you have any questions, comments or complaints about this Privacy Policy or Cookie Policy, or privacy matters generally, please contact us at the address provided below. You can also use this address if you wish to request access to the personal information about you that we process or to unsubscribe from any further e-mail marketing communications.
[please insert for each country]
Australia
client.relations.au@vancleefarpels.com
+61 2 7230 9600
Level 8, 74 Castlereagh Street
Sydney, NSW 2000, Australia
Hong Kong
client.relations.hk@vancleefarpels.com
+852 81007887
1 Connaught Place, 3-39F
Hong Kong
Japan
japan@clients.vancleefarpels.com
0120-10-1906
Hanzomon First Building 1-4 Kojimachi, Chiyoda-ku Tokyo, Japan 102-0083
Malaysia
client.relations.asia@vancleefarpels.com
+60 321429979
Pavilion KL, Level 3, lot 3.43
168, Jalan Bukit Bintang,
Kuala Lumpur Malaysia 55100 Malaysia
New Zealand
zealand@clients.vancleefarpels.com
+64-98874422
Units F-G, 22-24 Queen Street
Auckland 1010 New Zealand
Singapore
client.relations.sg@vancleefarpels.com
+65 3158 3648
501 Orchard Road , #12-01 Wheelock Place , Singapore 238880
Taiwan
vcaclientrelationstw@vancleefarpels.com
+886 800699700
12 FL, No. 109, Min Sheng E. Road, Sec. 3,Taipei, Taiwan, China
Thailand
client.relations.asia@vancleefarpels.com
+66 24304545
991 Rama I Road
Unit MH1 FL. - Siam Paragon Shopping Center,
Bangkok 10330 Thailand
Vietnam
client.relations.asia@vancleefarpels.com
+84 2838614228
L1-01B2, Union Square
171 Dong Khoi,
Ho Chi Minh City Vietnam
Request for customers visiting our boutiques
We have put the following Sales Policy in place at Van Cleef & Arpels as there is a limit to the number of creations we can make, and we are only able to accept customers who agree with this policy. We ask for your understanding and cooperation to ensure the consistent availability of creations and services through our official retail stores.
1. We may have to restrict the number of people entering and limit the maximum stay time in our boutiques.
2. You are not permitted to make purchases on behalf of others or for the purpose of commercial resale.
3. You are not permitted to take photographs or videos of the boutique interior or other customers.
4. There is a limit on the number of creations that can be purchased per customer.
5. Customer information is registered at the time of purchase to maintain an accurate purchase history.
6. We may ask you to show a photo ID for verification during the customer information registration process in accordance with applicable law.
Please note that we reserve the right to refuse to sell to anyone who does not agree and/or comply with the above Sales Policy.
Last updated: September 2016
Van Cleef & Arpels, a branch of Richemont International SA has its registered offices at 8, Route des Biches, CH-1752 Villars-sur-Glâne, Switzerland. The Platforms are owned and edited by Van Cleef & Arpels.
These Terms of Use govern your use of Van Cleef & Arpels websites and mobile applications (together the “Platforms”). In these Terms of Use, we use the term Van Cleef & Arpels (and "we", "us" and "our") to refer to the head office of Van Cleef & Arpels at the registered address above and its affiliates.
Please read these Terms of Use carefully before using the Platform. By using the Platform, you signify your assent and agreement to these Terms of Use. If you do not agree to these Terms of Use, then you are not authorised to continue use of the Platform.
We may make changes from time to time to these Terms of Use so please check back regularly to keep informed of updates. The latest version of these Terms of Use will always be available on the Platform. Any new version of these Terms of Use shall take effect and will govern the use of the Platform and your relationship with us immediately upon the date of posting. By continuing to use the Platform, you agree to be bound by the terms of these updates and amendments.
Hosting Services for our website is provided by Richemont International SA in Switzerland.
Mobile applications may be hosted by us or by other companies and you should refer to the relevant conditions of such other company.
Our information collection practices on the Platforms, such as the types of information we collect regarding visitors to the Platforms and the ways in which we may use that information, are governed by the terms of our Privacy Policy.
Customers purchasing products online or by phone through the Van Cleef & Arpels Client Relations Centre must read the Conditions of Sale, which will govern the terms and conditions of any such purchases. The provisions entitled "Limitation of liability" below do not cover the sale of products online of over the phone and please refer to the Conditions of Sale for the relevant exclusions and limitations of liability.
Van Cleef & Arpels has created its various Platforms to provide information about its company and products for your personal use. Whilst considerable effort has been made to ensure that the visual representations of Van Cleef & Arpels products displayed on the platforms are representative of the colour, design and style etc. of the original products, slight variations, distortions and/or differences may be apparent when compared to the original product. This may, for example, be due to technical issues such as your browser or computer settings. Accordingly, Van Cleef & Arpels cannot be held liable for any apparent differences in the product images represented on the Platforms and the original products. We strongly advise you visit one of our boutiques or authorised retailers prior to making a purchase online or by phone.
You may download one computer copy or print one copy of the material made available to you via the Platforms, or download the application on to your mobile device, for your own non-commercial, educational, private or domestic use only, provided that proprietary notices, in particular intellectual property notices such as copyright©, trademark™, are preserved intact and are not modified, deleted or changed. Unless otherwise stated, you should assume that everything that you see or read on the Platforms (such as images, photographs, including any person represented in the photographs, illustrations, icons, texts, video clips, music, written and other materials) ("Van Cleef & Arpels Material") are protected by legislation such as copyright, designs and trademark legislation and under international treaty provisions and national laws worldwide.
You are not authorised to sell, reproduce, distribute, communicate, modify, display, publicly perform, report or otherwise prepare derivative or second hand works based on or use any Van Cleef & Arpels Material in any way for any public or commercial purposes. Furthermore, Van Cleef & Arpels Material may not be displayed or communicated on any other platform, in a networked computer environment or on any other digital platform for any purpose whatsoever. In the event of breach of any of these Terms of Use, your permission to use Van Cleef & Arpels Material will automatically terminate and any copies made of Van Cleef & Arpels Material must be immediately destroyed. Any unauthorised use of Van Cleef & Arpels Material may infringe copyright laws, trademark laws, the laws of privacy and publicity, and communications regulations and statutes.
This section concerns communications sent to Van Cleef & Arpels. It does not concern the communication of personal information to Van Cleef & Arpels in relation to customer enquiries, the use of services or the purchase of products by phone or through the Platform. The latter is governed by the rules stipulated in the Privacy Policy.
Any unsolicited communication or material that you transmit to Van Cleef & Arpels via the Platforms or through social media, by electronic mail or otherwise, including, but not limited to, any data, questions or answers, comments, suggestions, or the like will be treated as non-confidential and non-proprietary by Van Cleef & Arpels. By sending communications to Van Cleef & Arpels, you automatically grant Van Cleef & Arpels a worldwide, royalty-free, perpetual, irrevocable, non-exclusive licence to use, reproduce, modify, publish, edit, translate, distribute, perform, and display such communication(s) alone, or as a part of other works in any form, media, or technology whether now known of hereafter developed and to sublicense such rights to anyone. Anything that you transmit may be used by Van Cleef & Arpels and its affiliated companies for any purpose, including but not limited to reproduction, disclosure, transmission, publication, broadcast and posting, or developing, manufacturing and marketing products using such information.
Furthermore, Van Cleef & Arpels enjoys a worldwide reputation for both the design and manufacture of high quality creations including jewelry, high jewelry and watches. To this end, it possesses its own sources of creativity, in particular highly skilled teams of designers who conceive and perfect Van Cleef & Arpels’s creations. As a result, Van Cleef & Arpels cannot agree to or accept to be the receiver of unsolicited proposals of collaboration. Indeed, it is conceivable that Van Cleef & Arpels may already be working on similar ideas and/or creations. Consequently, you are advised that Van Cleef & Arpels is not interested in receiving ideas or other proposals relating to creations you may wish to submit.
This section applies to the Platforms and not to the products that may be sold online or by phone by one of our local or regional markets.
Van Cleef & Arpels tries to ensure that the information provided is accurate and complete. However, Van Cleef & Arpels does not warrant or represent that Van Cleef & Arpels’s Material is accurate, error-free or reliable or that use of Van Cleef & Arpels Material will not infringe rights of third parties.
Van Cleef & Arpels does not warrant that the functional and/or technical aspects of the Platforms or the Van Cleef & Arpels Material will be error free or that the Platforms, Van Cleef & Arpels Material or the servers that make them available are free of viruses or other harmful components. If use of the Platforms or Van Cleef & Arpels Material results in the need for servicing or replacing property, material, equipment, data or other element, Van Cleef & Arpels is not responsible for those costs. Without limiting the foregoing, everything on the Platforms is provided to you "AS IS" AND "AS AVAILABLE" AND, TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, REASONABLE CARE AND SKILL, OR NON-INFRINGEMENT. Van Cleef & Arpels and its suppliers make no warranties about the Van Cleef & Arpels Material, software, text, downloads, graphics, and links, or about results to be obtained from using the Platforms.
To the fullest extent permitted by applicable law, Van Cleef & Arpels shall not be liable for any indirect, incidental, special or consequential damages of any kind arising out of or in connection with the use of information available from the Platforms or any liability relating to any loss of use, interruption of business, lost profits or lost data, regardless of the form of action, whether in contract, tort (including negligence) or otherwise, even if Van Cleef & Arpels has been advised of the possibility of such damages.
Please note that in some jurisdictions consumer protection laws may not allow certain exclusions or limitation of warranties or liabilities, and consequently some of the above exclusions and limitations may not apply.
In general, all trademarks, logos and service marks (collectively the "Trademarks") that appear on the Platforms are registered, unregistered or otherwise protected Van Cleef & Arpels trademarks or are licensed for use by Van Cleef & Arpels by third parties. Other trademarks are proprietary marks and are registered to their respective owners. Nothing contained on the Platforms should be construed as granting, by implication or otherwise, any licence or right to use any trademark without Van Cleef & Arpels’s prior written permission or that of such third party who owns the trademark. Misuse of any trademark displayed on the Platforms, or any other content on the Platforms, except as provided herein, is strictly prohibited.
All content (including Van Cleef & Arpels Materials) on the Platforms are either Copyright © Van Cleef & Arpels or are licensed for use by Van Cleef & Arpels. All rights are reserved. Please refer to the section above on Use of Materials on the Platforms.
The Platforms may contain links to other platforms operated by third parties not affiliated to Van Cleef & Arpels. The inclusion of any link to such third party sites does not imply endorsement by Van Cleef & Arpels of those sites. Van Cleef & Arpels has not reviewed all of the content contained in the linked sites and is not responsible for the content or accuracy of any off-site pages or any other sites linked to any of the Platforms. If you choose to click through any link to off-site pages or third party sites then this is at your own risk.
Van Cleef & Arpels does not authorise linking to any of its Platforms from a third party platform without its express prior written authorisation.
You agree that Van Cleef & Arpels may terminate or suspend your access to and use of the Platforms if Van Cleef & Arpels reasonably believes that you have violated or acted inconsistently with the letter or spirit of these Terms of Use, or violated the rights of Van Cleef & Arpels, its affiliated companies or any third party, with or without notice to you. You agree that Van Cleef & Arpels may modify or discontinue providing any of the Platforms, with or without notice to you. You agree that Van Cleef & Arpels will not be liable to you or any third party as a result of such modification or discontinuation. The provisions entitled "Limitation of liability" and "General provisions" will survive termination of these Terms of Use.
Unless otherwise specified, the information and materials presented on the Platforms are presented solely for the purpose of promoting Van Cleef & Arpels’ products and services and in certain cases to present products for sale via a variety of means. Van Cleef & Arpels makes no representation that Van Cleef & Arpels Material is appropriate or available for use in every country of the world. You are responsible for compliance with applicable local laws, keeping in mind that access to Van Cleef & Arpels Material may not be legal by certain persons or in certain countries. Our products are available in many parts of the world. However, the Platforms may identify products that are not available worldwide.
If any provision, or part of a provision, of these Terms of Use is found to be illegal, invalid or unenforceable, that provision or part-provision shall be deemed not to form part of these Terms of Use, and the legality, validity or enforceability of the remainder of the provisions of these Terms of Use shall not be affected, unless otherwise required by operation of applicable law.
These Terms of Use constitute the entire agreement between you and us in relation to the use of the Platform, and replace and extinguish all prior agreements, draft agreements, arrangements, undertakings, or collateral contracts of any nature made by the parties, whether oral or written, in relation to such subject matter.
The waiver by Van Cleef & Arpels of a breach of any provision of these Terms of Use will not operate to be interpreted as a waiver of any other or subsequent breach.
These Terms of Use shall be governed by and construed in accordance with the laws of Switzerland, without reference to conflict of laws provisions. Any dispute, controversy or claim arising out of or in relation to the Terms of Use, including the validity, invalidity, breach or termination thereof, shall be adjudicated or arbitrated in accordance with said Terms of Use. Where the laws of Switzerland are different to the mandatory consumer laws in your own country, we will afford you with similar protection.
If you have any questions or comments about these Terms of Use, or matters generally, please contact us at the address provided below. You can also use this address if you wish to request a copy of the personal data we hold about you.
2, rue du Quatre-Septembre, 75002 Paris, France
Conception and design
Area 17
Development
AKQA
Content design
Area 17
Digital Prod
Mazarine
Lasco
Super Lover
Agence WEWE
Agence Extrême
Agence Ôpos
Agence Anais Concept
Agence Chez Voltaire
Fonts
Milieu Grotesque
Linotype
Editorial - High Jewelry
Joosnabhan
Translation
Datawords
Corporate Editions
Video production
BETC
I-réel
Iena production
Walter films
Photographers
Patrick Gries © Van Cleef & Arpels
Sonia Sieff © Van Cleef & Arpels
Olivia Bee © Van Cleef & Arpels
Erik Madigan Heck © Van Cleef & Arpels
Valérie Belin © Van Cleef & Arpels
Photographers – Boutiques
Americas
Olivier Blouin
Geneviève Garrupo
John Reilly
Ken Hayden
Richard Cadan
George Pimentel
Andrew lateille
Alex Nye
Asia-Pacific
Mana-Ka - Jimmy Cohrssen
RL Studio – Rikki Li
Studio Box - Dong Kyun Park
Sungho Park
Chow Tzy Foong
Europe
Michael Campi
Eric Laignel
Giuliano Berarducci
Julien Millet
Kalory
Japan
Nomura Kogei - Makihiko KUMEBAWA
Daisuke Murakami
Nakasa & Partners – Takeshi Nakasa
Middle East
GECKO MEDIA FZ LLC - Karl Jeffs
Analog production – Alexander Gresser
Illustrators & Artists
Charlotte Gastaut
Aurore de la Morinerie
Lorenzo Mattotti
Alexandre Benjamin Navet
Guiseppe Basile
High Jewelry
Patrick Gries © Van Cleef & Arpels
Sonia Sieff © Van Cleef & Arpels
All content in this website unless otherwise specified is © Van Cleef & Arpels – All rights reserved
Last updated: June 2020
These Conditions of Sale apply to any sales of Van Cleef & Arpels products or services that you may order from Richemont Japan LLC by e-mail or phone at a distance or at an event outside of the Van Cleef & Arpels boutique via the relevant retail boutique of Van Cleef & Arpels (together the “Van Cleef & Arpels Boutique”)..
Company Information:
Vendor: Richemont Japan LLC Van Cleef & Arpels
Representative: Van Cleef & Arpels Japan President: Akiko Yamamoto
Address: Hanzomon First Building 1-4 Kojimachi, Chiyoda Ku, Tokyo 102-0083
Phone: Please see the “Contact Us” section
Richemont Japan LLC is responsible for our information collection practices pursuant to the terms of the Privacy Policy. By placing an order, you agree to be bound by the Privacy Policy, the terms of which are incorporated into these Conditions of Sale.
Please read these Conditions of Sale carefully. These Conditions of Sale are applicable to any order placed through the Van Cleef & Arpels Boutique. Please note that before placing an order for products or services, you will be asked to agree to these Conditions of Sale. If you do not agree to these Conditions of Sale, then you will not be able to order any products or services through the Van Cleef & Arpels Boutique. Sales concluded in person through physical points of sale (such as our retail boutiques) or third parties (such as authorized retailers) are not subject to these Conditions of Sale. .
Updates to these Conditions of Sale
We may make changes from time to time to these Conditions of Sale so please check back regularly to keep informed of updates. The latest version of these Conditions of Sale will always be available on request. Any changes to the Conditions of Sale made after you have placed an order will not affect that order and your relationship with us, except as may be required by applicable law.
Purchasing eligibility
Only individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts (twenty years old or more in Japan); (b) have legal capacity to enter into contracts; and (c) use a shipping address in Japan that we ship to as specified by the Van Cleef & Arpels Boutique, may order products through the Van Cleef & Arpels Boutique. If you are under the age of legal majority or otherwise cannot lawfully enter into a contract, you must have your parent or guardian place an order on your behalf and they will be asked to agree to these Conditions of Sale.
By placing an order through the Van Cleef & Arpels Boutique, you represent and warrant that you are a bona fide end-user customer purchasing for your own or another’s personal use and will not deliver, sell or otherwise distribute our products or purchase our products or services for commercial purposes.
Product availability & quantity
All orders placed through the Van Cleef & Arpels Boutique are subject to availability and acceptance of such orders by us. The Van Cleef & Arpels Boutique can provide more information as regards these products. For information about the order process, please refer to our Order Process section below.
You may only order five products at a time..
Other quantity limits may apply in relation to orders for certain products. We reserve the right to refuse at any moment in time, without prior notice, orders exceeding a certain number of authorized products.
Personalized services
Personalization services (for example engraving or embossing) or other services may be available on a selection of products. If you wish to have your product personalized, please provide the details in the Van Cleef & Arpels Boutique as requested.
We reserve the right to withhold or refuse acceptance of any order for personalized products, or with a message card, that contains language that is objectionable, unlawful or contrary to our policies. You are responsible for ensuring that any wording you provide for personalizing products is correct.
In addition, orders for personalized products cannot be cancelled and such products that have been personalized in any way or otherwise made to your bespoke specifications cannot be returned to us for exchange or refund as described in these Conditions of Sale. This does not affect your consumer rights (please see the Manufacturer’s guarantee and your legal consumer rights section for further information).
Order Process
For orders being placed through the Van Cleef & Arpels Boutique, the Van Cleef & Arpels ambassador will walk you through the steps above and verbally ask you to confirm the details of your order.
We reserve the right, in our sole discretion, to refuse, cancel and terminate orders at any time on reasonable grounds. For example, we may refuse, terminate or cancel your order if there is an ongoing dispute concerning payment of a prior order or if we suspect, in our sole discretion, that you have engaged in (i) fraudulent activities; or (ii) have otherwise violated these Conditions of Sale.
Prices, taxes and shipping costs
All prices quoted by the Van Cleef & Arpels Boutique are in Japanese Yen and include consumption taxes but exclude shipping costs and other taxes unless otherwise stated.
Shipping costs, if any, are described in the Shipping Policy below or by the Van Cleef & Arpels Boutique.
We reserve the right to modify prices and delivery costs at any time without prior notice.
We take reasonable care that the prices of products and delivery costs are correct at the time when the relevant information was entered into the system or communicated to you via the Van Cleef & Arpels Boutique. However, it is always possible that, despite our reasonable efforts, some of the products offered through our Van Cleef & Arpels Boutique or delivery costs may be incorrectly priced. If any of the products you place an order for or any delivery costs are incorrectly priced, we will contact you as soon as possible to inform you of this error. If we are unable to contact you using the contact details you have provided during the order process, we will cancel the order and notify you in writing. If we mistakenly accept and process your order where a pricing or delivery cost error occurs, we may cancel supply of the product and refund you any sums you have paid.
Please note that changes to applicable law between the date your order is placed and the date you are sent a written Confirmation of Order & Shipment may result in changes to the taxes associated with your order. If the resulting change is an increase in the taxes that you are charged, we will contact you and ask that you reconfirm your order.
Payment
We accept the methods of payment identified as part of the order process via the Van Cleef & Arpels Boutique. Depending upon the means of payment, we may require additional information, including specific forms of identification.
When ordering using our payment via e-mail link process, you will need to enter your payment details on the appropriate form. In the case of an order placed by telephone, you will need to communicate to the Van Cleef & Arpels Boutique your complete payment details. All payment card holders are subject to validation check and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, you will need to contact your card issuer directly to solve this problem.
Other payment methods may also be subject to validation checks and authorization by the payment system providers as well. You expressly authorize us to perform security checks, where we deem necessary, to transmit or to obtain information (including any updated information) about you to or from third parties from time to time, including but not limited to your payment card details, to authenticate your identity, to validate your payment card, to obtain an initial payment card authorization and to authorize individual purchase transactions.
Credit card companies may allow you to pay for your products in instalments. This payment method will be subject to the terms and conditions of your credit card company.
Acknowledgement of Order
Once you have made your choice and your order has been placed through the Van Cleef & Arpels Boutique, you will receive a written Acknowledgement of Order (by e-mail or otherwise confirming the details of your order together with an order reference number). Please make sure that you save this order reference number for any future enquiries regarding your order. This Acknowledgement of Order is not an acceptance of your order. To confirm the order, we will conduct its usual credit, anti-fraud, security and related legal checks and, if acceptable, will then process your order. Upon receipt of the Acknowledgement of Order, it is your responsibility to review it and confirm that it accurately reflects your intended order. If you have any questions or concerns or if the Acknowledgement of Order does not reflect your intentions, you should contact the Van Cleef & Arpels Boutique promptly.
[These Conditions of Sale will be provided to you when we acknowledge your order.]
Shipping Policy
We only accept orders for delivery to the address in Japan. Please note that we do not ship to certain addresses, such as hotels or PO boxes. For further information, please contact the Van Cleef & Arpels Boutique.
Boutique pick-up may be offered, free of charge, to certain locations. Please call the Van Cleef & Arpels Boutique for more information. We will inform you by e-mail or by telephone when the product is ready for pick-up at the boutique.
If you order several products, we will ship the order only once all products are available (there will be no partial shipments, [except for fragrances, and] unless otherwise communicated to you).
Confirmation of Order & Shipment
Upon shipment of your order, we will send you a Confirmation of Order & Shipment in writing (by e-mail or otherwise). This Confirmation of Order & Shipment constitutes our acceptance of your order and indicates the existence of a binding sales contract.
We reserve the right not to accept your order for any reason in our discretion. Such non-acceptance may result, for example, from the fact that the product ordered is out of stock or that we are unable to obtain authorisation for your payment or that you do not meet the terms of eligibility above.
Delivery
We will use reasonable efforts to ensure delivery by the carrier within the estimated delivery lead time from the date of our written Confirmation of Order & Shipment and in any event within thirty (30) days after that date, except if your purchase relates to a product or service that we have explained to you will take additional time to deliver, for example in the case of products or services that we personalize or produce to your specifications.
When ordering through the Van Cleef & Arpels Boutique, you may be able to choose a specific delivery date as available on the Van Cleef & Arpels Boutique. Any such specific delivery date remains subject to our confirmation.
If delivery of products is delayed by an event outside our control, we will inform you as soon as possible and will use reasonable efforts to minimize the effect of the delay. If we do not deliver within thirty (30) days from the date of the written Confirmation of Order & Shipment or any other time limit as indicated by us, you may contact the Van Cleef & Arpels Boutique to cancel the relevant order and get a refund of any sums you pre-paid us for any products which you have not received.
In any event, your sole remedy for any failure by us to deliver the order to you shall be your right to cancel the relevant order and receive a refund of sums you pre-paid us for any products which you have not received.
When estimating your delivery time, please allow time for credit approval, address verification, security checks and order processing. Please note that delivery is always subject to receiving your full payment.
We will require a handwritten or electronic signature by you, or a person at the nominated delivery address (unless arranged by you otherwise), to confirm the delivery of each product, at which point risk and responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example, as a gift), then you understand and accept that evidence of a signature by such recipient (or a person at the delivery address) is evidence of delivery and fulfilment of the sales contract by Van Cleef & Arpels and transfer of responsibility to the recipient in the same way as if the product had been delivered to you. We reserve the right to deliver products only to the person who is the intended recipient of the order as stated on the label of the parcel and to request ID check for verification purposes at the time of delivery for certain categories of products. Please call our Van Cleef & Arpels Boutique for more information.
Invoices
When ordering products via the Van Cleef & Arpels Boutique, you will receive an invoice that will be sent to you in writing.
Returns and Exchanges
(a) Right to Cancel
You have the right to cancel the contract created by our written order confirmation without giving any reason thirty (30) days from the day on which you acquire, or someone you nominate (other than the carrier) acquires, physical possession of the products in your order.
To cancel the contract and return your product(s), you can contact our Van Cleef & Arpels Boutique and follow the instructions that will be given to you, or you can send us in writing an unequivocal statement such as a letter or e-mail.
(b) Return Process
To return a product to a Van Cleef & Arpels retail boutique, please call the Van Cleef & Arpels Boutique for details of their returns process (first to confirm the appointment with your selected Van Cleef & Arpels retail boutique). You may be asked to provide photos of the products for us to make a first assessment of the condition of these products.
(c) Condition of Returned Products
We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.
Our products must be returned in a new and unused 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 Van Cleef & Arpels box and delivery package, including all accessories and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
If you have received free items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.
Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.
(d) Products you cannot return or exchange
Orders for products that have been personalized in any way (for example “Your Poetic setting”) or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that have been engraved or embossed.
(e) Refunds
You may return a product purchased through the Van Cleef & Arpels Boutique for refund, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the Van Cleef & Arpels Boutique to discuss your options.
If the return complies with these Conditions of Sale, we will use commercially reasonable endeavors to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within [fourteen (14) days] after receipt of the returned item by the Van Cleef & Arpels Boutique.
(f) Exchanges
You may return a product purchased through the Van Cleef & Arpels Boutique for exchange with another Van Cleef & Arpels product, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
In any event, the sale of the returned product will be cancelled and a new order for the product ordered must be placed.
Should a product be returned to the Van Cleef & Arpels Boutique for exchange with a less expensive product, only the buyer of the returned product will be entitled to receive a refund of the price difference.
If a product is returned for exchange with a more expensive product, you will have to pay the price difference.
Manufacturer’s guarantee and your legal consumer rights
We are committed to ensuring that each product strictly complies with our quality criteria and that it has passed all our controls, both technical and aesthetic.
Selected products are covered by the applicable Van Cleef & Arpels Guarantee. If you wish to repair a product covered by the applicable Van Cleef & Arpels Guarantee, please refer to the applicable Van Cleef & Arpels Guarantee, and call our Van Cleef & Arpels Boutique for more information.
In your capacity as consumer, you may have legal rights under the applicable law of governing the sale of consumer goods; those legal rights are not affected by these Conditions of Sale or the applicable Van Cleef & Arpels Guarantee.
Complimentary Services
The following complimentary services will be proposed, free of charge, by the Van Cleef & Arpels Boutique:
(a) Gift Wrap and Packaging
All orders will be shipped with the Van Cleef & Arpels box gift wrapped in Van Cleef & Arpels special packaging, together with a Van Cleef & Arpels shopping bag (where applicable).
(b) Engravings / Embossing
Engraving and embossing may be available on specific products, and offered only through sales transactions completed through the Van Cleef & Arpels Boutique.
If you wish to have your Van Cleef & Arpels product engraved or embossed, please provide the details to the Van Cleef & Arpels Boutique.
Orders for personalized Van Cleef & Arpels products cannot be cancelled and personalized Van Cleef & Arpels products cannot be returned to Van Cleef & Arpels for exchange or refund.
(c) Strap Exchange / Adjustment
An Van Cleef & Arpels watch strap is delivered in a standard size. The strap size can be delivered smaller or larger, upon request, by calling the Van Cleef & Arpels Boutique. Van Cleef & Arpels watch strap adjustment is also available on certain watch models. If you request a watch bracelet adjustment, the removed links will be returned to you and included in the delivery package.
(d) Gift Note
You may personalize your order by adding a personalized note that will be printed by Van Cleef & Arpels on a gift card to be included in your order package. Van Cleef & Arpels reserves the right to reject gift card notes it deems offensive or inappropriate to be sent on Van Cleef & Arpels -logo stationery.
Repairs
For any repair inquiries relating to a product ordered through the Van Cleef & Arpels Boutique, please contact our Van Cleef & Arpels Boutique.
Product descriptions
We try to ensure that the information, including product descriptions, dimensions, and colors, provided on our websites, in advertisements or catalogues or as provided by the Van Cleef & Arpels Boutique is accurate and complete. However, we make no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. [In particular, any description and information concerning the weight of precious materials and the number of stones and carats are provided as an indication only and may vary slightly. For jewelry, this information uses the metric size 52 for rings and the metric size 17 for bracelets.]
Limitation of liability
To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the products and Van Cleef & Arpels Boutique whether express or implied by statute or otherwise or arising from any previous course of dealing or usage or trade practice.
Nothing in these Conditions of Sale limits or excludes our liability for any liability which cannot be limited or excluded by applicable law. Subject to the preceding sentence, our aggregate liability to you under these Conditions of Sale for any order whether in contract, tort (including negligence) or otherwise, even if we have been advised of the possibility of such damages shall in no event exceed the one hundred percent (100%) of the price of the product(s) in your order.
General provisions
If any provision, or part of a provision, of these Conditions of Sale is found to be illegal, invalid or unenforceable, that provision or part-provision shall be deemed not to form part of these Conditions of Sale, and the legality, validity or enforceability of the remainder of the provisions of these Conditions of Sale shall not be affected, unless otherwise required by operation of applicable law.
These Conditions of Sale (and associated terms incorporated by reference) constitute the entire agreement between you and us in relation to the order of products or services, and replace and extinguish all prior agreements, draft agreements, arrangements, undertakings, or collateral contracts of any nature made by the parties, whether oral or written, in relation to such subject matter.
We are not responsible for any failure or delay in performing or complying with our obligations under these Conditions of Sale which arises from any cause beyond our reasonable control.
The waiver by us of a breach of any provision of these Conditions of Sale will not operate to be interpreted as a waiver of any other or subsequent breach.
This contract is between you and us. No other person shall have any rights to enforce any of its terms. However, if you purchase a product as a gift, the recipient of your gift will have the benefit of the applicable Van Cleef & Arpels Guarantee.
Applicable law and jurisdiction
These Conditions of Sale shall be governed by and construed in accordance with the laws of Japan.
Without any restriction to bring proceedings before a court, you and Van Cleef & Arpels will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure to agree that may arise out of or relate to the product, the Conditions of Sale or any breach thereof.
Contact us
If you have any questions or comments about these Conditions of Sale, or matters generally, please contact us at the address provided below.
Van Cleef & Arpels Ginza Maison
3-5-6 Ginza, Chuo-ku, Tokyo 104-0061, Japan
Phone Number: +81335631906
Van Cleef & Arpels Ginza Six
6-10-1 Ginza, Chuo-ku, Tokyo 104-0061, Japan
Phone Number: +81362639761
Van Cleef & Arpels NAGOYA MIDLAND SQUARE
4-7-1 Meieki, Nakamura-ku, Nagoya-shi, 450-0002, Japan
Phone Number: +81525871960
Van Cleef & Arpels SHINSAIBASHI
1-10-11 Shinsaibashisuji, Osaka-shi, 542-0085, Japan
Phone Number: +81662582006
For boutique opening hours, please verify via this link: https://www.vancleefarpels.com/jp/ja/store-locator-search.html
CONDITIONS OF SALE
Van Cleef & Arpels JAPAN DISTANCE SALES FROM RETAIL BOUTIQUES
Last updated: June 2020
About Van Cleef & Arpels and these Conditions of Sale
These Conditions of Sale apply to any sales of Van Cleef & Arpels products or services that you may order from Richemont Japan LLC by e-mail or phone at a distance or at an event outside of the Van Cleef & Arpels boutique via the relevant retail boutique of
Van Cleef & Arpels (together the “Van Cleef & Arpels Boutique”).
Company Information:
Vendor: Richemont Japan LLC Van Cleef & Arpels
Representative: Van Cleef & Arpels Japan President & CEO: Alban Belloir
Address: Hanzomon First Building 1-4 Kojimachi, Chiyoda Ku, Tokyo 102-0083
Phone: Please see the “Contact Us” section
Richemont Japan LLC is responsible for our information collection practices pursuant to the terms of the Privacy Policy. By placing an order, you agree to be bound by the Privacy Policy, the terms of which are incorporated into these Conditions of Sale.
Please read these Conditions of Sale carefully. These Conditions of Sale are applicable to any order placed through the Van Cleef & Arpels Boutique. Please note that before placing an order for products or services, you will be asked to agree to these Conditions of Sale. If you do not agree to these Conditions of Sale, then you will not be able to order any products or services through the Van Cleef & Arpels Boutique. Sales concluded in person through physical points of sale (such as our retail boutiques) or third parties (such as authorized retailers) are not subject to these Conditions of Sale.
Updates to these Conditions of Sale
We may make changes from time to time to these Conditions of Sale so please check back regularly to keep informed of updates. The latest version of these Conditions of Sale will always be available on request. Any changes to the Conditions of Sale made after you have placed an order will not affect that order and your relationship with us, except as may be required by applicable law.
Purchasing eligibility
Only individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts (eighteen years old or more in Japan); (b) have legal capacity to enter into contracts; and (c) use a shipping address in Japan that we ship to as specified by the Van Cleef & Arpels Boutique, may order products through the Van Cleef & Arpels Boutique. If you are under the age of legal majority or otherwise cannot lawfully enter into a contract, you must have your parent or guardian place an order on your behalf and they will be asked to agree to these Conditions of Sale.
By placing an order through the Van Cleef & Arpels Boutique, you represent and warrant that you are a bona fide end-user customer purchasing for your own or another’s personal use and will not deliver, sell or otherwise distribute our products or purchase our products or services for commercial purposes.
Product availability & quantity
All orders placed through the Van Cleef & Arpels Boutique are subject to availability and acceptance of such orders by us. The Van Cleef & Arpels Boutique can provide more information as regards these products. For information about the order process, please refer to our Order Process section below.
You may only order five products at a time.
Other quantity limits may apply in relation to orders for certain products. We reserve the right to refuse at any moment in time, without prior notice, orders exceeding a certain number of authorized products.
Personalized services
Personalization services (for example engraving or embossing) or other services may be available on a selection of products. If you wish to have your product personalized, please provide the details in the Van Cleef & Arpels Boutique as requested.
We reserve the right to withhold or refuse acceptance of any order for personalized products, or with a message card, that contains language that is objectionable, unlawful or contrary to our policies. You are responsible for ensuring that any wording you provide for personalizing products is correct.
In addition, orders for personalized products cannot be cancelled and such products that have been personalized in any way or otherwise made to your bespoke specifications cannot be returned to us for exchange or refund as described in these Conditions of Sale. This does not affect your consumer rights (please see the Manufacturer’s guarantee and your legal consumer rights section for further information).
Order Process
For orders being placed through the Van Cleef & Arpels Boutique, the Van Cleef & Arpels ambassador will walk you through the steps above and verbally ask you to confirm the details of your order.
We reserve the right, in our sole discretion, to refuse, cancel and terminate orders at any time on reasonable grounds. For example, we may refuse, terminate or cancel your order if there is an ongoing dispute concerning payment of a prior order or if we suspect, in our sole discretion, that you have engaged in (i) fraudulent activities; or (ii) have otherwise violated these Conditions of Sale.
Prices, taxes and shipping costs
All prices quoted by the Van Cleef & Arpels Boutique are in Japanese Yen and include consumption taxes but exclude shipping costs and other taxes unless otherwise stated.
Shipping costs, if any, are described in the Shipping Policy below or by the Van Cleef & Arpels Boutique.
We reserve the right to modify prices and delivery costs at any time without prior notice.
We take reasonable care that the prices of products and delivery costs are correct at the time when the relevant information was entered into the system or communicated to you via the Van Cleef & Arpels Boutique. However, it is always possible that, despite our reasonable efforts, some of the products offered through our Van Cleef & Arpels Boutique or delivery costs may be incorrectly priced. If any of the products you place an order for or any delivery costs are incorrectly priced, we will contact you as soon as possible to inform you of this error. If we are unable to contact you using the contact details you have provided during the order process, we will cancel the order and notify you in writing. If we mistakenly accept and process your order where a pricing or delivery cost error occurs, we may cancel supply of the product and refund you any sums you have paid.
Please note that changes to applicable law between the date your order is placed and the date you are sent a written Confirmation of Order & Shipment may result in changes to the taxes associated with your order. If the resulting change is an increase in the taxes that you are charged, we will contact you and ask that you reconfirm your order.
Payment
We accept the methods of payment identified as part of the order process via the Van Cleef & Arpels Boutique. Depending upon the means of payment, we may require additional information, including specific forms of identification.
Where we offer you the ability to prepay for your products, either as a full prepayment or a partial prepayment, the prepayment will be taken immediately following the placement of your order. Where we offer partial prepayment as an advance payment method then, due to the nature of the products, the partial prepayment will represent a minimum of [30%] of the retail cost of the product. We will reserve your product for a maximum of [three (3) months] from the date of payment, or for any such longer period that may be communicated to you for special cases (including but not limited to personalized, bespoke, unique or limited edition products etc.), after which we reserve the right to sell the reserved product. Prepayments (in whole or in part) are non-refundable. However, prepayments shall not impact any of your legal rights under these Conditions of Sale (including for example any right of refund). If we cannot meet our shipping and/or delivery obligations set out below, we will notify you via e-mail and we will refund the prepayment without undue delay.
When ordering using our payment via e-mail link process, you will need to enter your payment details on the appropriate form. In the case of an order placed by telephone, you will need to communicate to the Van Cleef & Arpels Boutique your complete payment details. All payment card holders are subject to validation check and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, you will need to contact your card issuer directly to solve this problem.
Other payment methods may also be subject to validation checks and authorization by the payment system providers as well. You expressly authorize us to perform security checks, where we deem necessary, to transmit or to obtain information (including any updated information) about you to or from third parties from time to time, including but not limited to your payment card details, to authenticate your identity, to validate your payment card, to obtain an initial payment card authorization and to authorize individual purchase transactions.
Credit card companies may allow you to pay for your products in instalments. This payment method will be subject to the terms and conditions of your credit card company.
Acknowledgement of Order
Once you have made your choice and your order has been placed through the Van Cleef & Arpels Boutique, you will receive a written Acknowledgement of Order (by e-mail or otherwise confirming the details of your order together with an order reference number). Please make sure that you save this order reference number for any future enquiries regarding your order. This Acknowledgement of Order is not an acceptance of your order. To confirm the order, we will conduct its usual credit, anti-fraud, security and related legal checks and, if acceptable, will then process your order. Upon receipt of the Acknowledgement of Order, it is your responsibility to review it and confirm that it accurately reflects your intended order. If you have any questions or concerns or if the Acknowledgement of Order does not reflect your intentions, you should contact the Van Cleef & Arpels Boutique promptly.
[These Conditions of Sale will be provided to you when we acknowledge your order.]
Shipping Policy
We only accept orders for delivery to the address in Japan. Please note that we do not ship to certain addresses, such as hotels or PO boxes. For further information, please contact the Van Cleef & Arpels Boutique.
Boutique pick-up may be offered, free of charge, to certain locations. Please call the Van Cleef & Arpels Boutique for more information. We will inform you by e-mail or by telephone when the product is ready for pick-up at the boutique.
If you order several products, we will ship the order only once all products are available (there will be no partial shipments, [except for fragrances, and] unless otherwise communicated to you).
Confirmation of Order & Shipment
Upon shipment of your order, we will send you a Confirmation of Order & Shipment in writing (by e-mail or otherwise). This Confirmation of Order & Shipment constitutes our acceptance of your order and indicates the existence of a binding sales contract.
We reserve the right not to accept your order for any reason in our discretion. Such non-acceptance may result, for example, from the fact that the product ordered is out of stock or that we are unable to obtain authorisation for your payment or that you do not meet the terms of eligibility above.
Delivery
We will use reasonable efforts to ensure delivery by the carrier within the estimated delivery lead time from the date of our written Confirmation of Order & Shipment and in any event within thirty (30) days after that date, except if your purchase relates to a product or service that we have explained to you will take additional time to deliver, for example in the case of products or services that we personalize or produce to your specifications.
When ordering through the Van Cleef & Arpels Boutique, you may be able to choose a specific delivery date as available on the Van Cleef & Arpels Boutique. Any such specific delivery date remains subject to our confirmation.
If delivery of products is delayed by an event outside our control, we will inform you as soon as possible and will use reasonable efforts to minimize the effect of the delay. If we do not deliver within thirty (30) days from the date of the written Confirmation of Order & Shipment or any other time limit as indicated by us, you may contact the Van Cleef & Arpels Boutique to cancel the relevant order and get a refund of any sums you pre-paid us for any products which you have not received.
In any event, your sole remedy for any failure by us to deliver the order to you shall be your right to cancel the relevant order and receive a refund of sums you pre-paid us for any products which you have not received.
When estimating your delivery time, please allow time for credit approval, address verification, security checks and order processing. Please note that delivery is always subject to receiving your full payment.
We will require a handwritten or electronic signature by you, or a person at the nominated delivery address (unless arranged by you otherwise), to confirm the delivery of each product, at which point risk and responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example, as a gift), then you understand and accept that evidence of a signature by such recipient (or a person at the delivery address) is evidence of delivery and fulfilment of the sales contract by Van Cleef & Arpels and transfer of responsibility to the recipient in the same way as if the product had been delivered to you. We reserve the right to deliver products only to the person who is the intended recipient of the order as stated on the label of the parcel and to request ID check for verification purposes at the time of delivery for certain categories of products. Please call our Van Cleef & Arpels Boutique for more information.
Invoices
When ordering products via the Van Cleef & Arpels Boutique, you will receive an invoice that will be sent to you in writing.
Returns and Exchanges
(a) Right to Cancel
You have the right to cancel the contract created by our written order confirmation without giving any reason thirty (30) days from the day on which you acquire, or someone you nominate (other than the carrier) acquires, physical possession of the products in your order.
To cancel the contract and return your product(s), you can contact our Van Cleef & Arpels Boutique and follow the instructions that will be given to you, or you can send us in writing an unequivocal statement such as a letter or e-mail.
(b) Return Process
To return a product to a Van Cleef & Arpels retail boutique, please call the Van Cleef & Arpels Boutique for details of their returns process (first to confirm the appointment with your selected Van Cleef & Arpels retail boutique). You may be asked to provide photos of the products for us to make a first assessment of the condition of these products.
(c) Condition of Returned Products
We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.
Our products must be returned in a new and unused 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 Van Cleef & Arpels box and delivery package, including all accessories and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
If you have received free items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.
Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.
(d) Products you cannot return or exchange
Orders for products that have been personalized in any way (for example “Your Poetic setting”) or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that have been engraved or embossed.
(e) Refunds
You may return a product purchased through the Van Cleef & Arpels Boutique for refund, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the Van Cleef & Arpels Boutique to discuss your options.
If the return complies with these Conditions of Sale, we will use commercially reasonable endeavors to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within [fourteen (14) days] after receipt of the returned item by the Van Cleef & Arpels Boutique.
(f) Exchanges
You may return a product purchased through the Van Cleef & Arpels Boutique for exchange with another Van Cleef & Arpels product, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
In any event, the sale of the returned product will be cancelled and a new order for the product ordered must be placed.
Should a product be returned to the Van Cleef & Arpels Boutique for exchange with a less expensive product, only the buyer of the returned product will be entitled to receive a refund of the price difference.
If a product is returned for exchange with a more expensive product, you will have to pay the price difference.
Manufacturer’s guarantee and your legal consumer rights
We are committed to ensuring that each product strictly complies with our quality criteria and that it has passed all our controls, both technical and aesthetic.
Selected products are covered by the applicable Van Cleef & Arpels Guarantee. If you wish to repair a product covered by the applicable Van Cleef & Arpels Guarantee, please refer to the applicable Van Cleef & Arpels Guarantee, and call our Van Cleef & Arpels Boutique for more information.
In your capacity as consumer, you may have legal rights under the applicable law of governing the sale of consumer goods; those legal rights are not affected by these Conditions of Sale or the applicable Van Cleef & Arpels Guarantee.
Complimentary Services
The following complimentary services will be proposed, free of charge, by the Van Cleef & Arpels Boutique:
(a) Gift Wrap and Packaging
All orders will be shipped with the Van Cleef & Arpels box gift wrapped in Van Cleef & Arpels special packaging, together with a Van Cleef & Arpels shopping bag (where applicable).
(b) Engravings / Embossing
Engraving and embossing may be available on specific products, and offered only through sales transactions completed through the Van Cleef & Arpels Boutique.
If you wish to have your Van Cleef & Arpels product engraved or embossed, please provide the details to the Van Cleef & Arpels Boutique.
Orders for personalized Van Cleef & Arpels products cannot be cancelled and personalized Van Cleef & Arpels products cannot be returned to Van Cleef & Arpels for exchange or refund.
(c) Strap Exchange / Adjustment
An Van Cleef & Arpels watch strap is delivered in a standard size. The strap size can be delivered smaller or larger, upon request, by calling the Van Cleef & Arpels Boutique. Van Cleef & Arpels watch strap adjustment is also available on certain watch models. If you request a watch bracelet adjustment, the removed links will be returned to you and included in the delivery package.
(d) Gift Note
You may personalize your order by adding a personalized note that will be printed by Van Cleef & Arpels on a gift card to be included in your order package. Van Cleef & Arpels reserves the right to reject gift card notes it deems offensive or inappropriate to be sent on Van Cleef & Arpels -logo stationery.
Repairs
For any repair inquiries relating to a product ordered through the Van Cleef & Arpels Boutique, please contact our Van Cleef & Arpels Boutique.
Product descriptions
We try to ensure that the information, including product descriptions, dimensions, and colors, provided on our websites, in advertisements or catalogues or as provided by the Van Cleef & Arpels Boutique is accurate and complete. However, we make no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. [In particular, any description and information concerning the weight of precious materials and the number of stones and carats are provided as an indication only and may vary slightly. For jewelry, this information uses the metric size 52 for rings and the metric size 17 for bracelets.]
Limitation of liability
To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the products and Van Cleef & Arpels Boutique whether express or implied by statute or otherwise or arising from any previous course of dealing or usage or trade practice.
Nothing in these Conditions of Sale limits or excludes our liability for any liability which cannot be limited or excluded by applicable law. Subject to the preceding sentence, our aggregate liability to you under these Conditions of Sale for any order whether in contract, tort (including negligence) or otherwise, even if we have been advised of the possibility of such damages shall in no event exceed the one hundred percent (100%) of the price of the product(s) in your order.
General provisions
If any provision, or part of a provision, of these Conditions of Sale is found to be illegal, invalid or unenforceable, that provision or part-provision shall be deemed not to form part of these Conditions of Sale, and the legality, validity or enforceability of the remainder of the provisions of these Conditions of Sale shall not be affected, unless otherwise required by operation of applicable law.
These Conditions of Sale (and associated terms incorporated by reference) constitute the entire agreement between you and us in relation to the order of products or services, and replace and extinguish all prior agreements, draft agreements, arrangements, undertakings, or collateral contracts of any nature made by the parties, whether oral or written, in relation to such subject matter.
We are not responsible for any failure or delay in performing or complying with our obligations under these Conditions of Sale which arises from any cause beyond our reasonable control.
The waiver by us of a breach of any provision of these Conditions of Sale will not operate to be interpreted as a waiver of any other or subsequent breach.
This contract is between you and us. No other person shall have any rights to enforce any of its terms. However, if you purchase a product as a gift, the recipient of your gift will have the benefit of the applicable Van Cleef & Arpels Guarantee.
Applicable law and jurisdiction
These Conditions of Sale shall be governed by and construed in accordance with the laws of Japan.
Without any restriction to bring proceedings before a court, you and Van Cleef & Arpels will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure to agree that may arise out of or relate to the product, the Conditions of Sale or any breach thereof.
Contact us
If you have any questions or comments about these Conditions of Sale, or matters generally, please contact us at the address provided below.
Van Cleef & Arpels Ginza Maison
3-5-6 Ginza, Chuo-ku, Tokyo 104-0061, Japan
Phone Number: +81335631906
Van Cleef & Arpels Ginza Six
6-10-1 Ginza, Chuo-ku, Tokyo 104-0061, Japan
Phone Number: +81362639761
Van Cleef & Arpels NAGOYA MIDLAND SQUARE
4-7-1 Meieki, Nakamura-ku, Nagoya-shi, 450-0002, Japan
Phone Number: +81525871960
Van Cleef & Arpels SHINSAIBASHI
1-10-11 Shinsaibashisuji, Osaka-shi, 542-0085, Japan
Phone Number: +81662582006
For boutique opening hours, please verify via this link: https://www.vancleefarpels.com/jp/ja/store-locator-search.html
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