You are able to complete your purchase through our official website or by calling our Client Relation Center.
How many items may I purchase in one order?
You may purchase a maximum of five creations in one order.
Please kindly note that the following quantity limits may apply:
• Maximum of (1) creation of limited edition creation per client.
• Maximum of (2) creations of the same reference per client per year.
• Maximum of (5) creations per client per month.
What if a product is unavailable?
If you are interested in purchasing a creation that is currently unavailable, we invite you to contact our Client Relation Center. A personal advisor will provide you with further information.
How can I modify or delete my order?
You are able to modify or delete your order through our official website or our personal advisors will be delighted to assist for any update of your order by phone, email or through our online chat.
What are the delivery options?
Online orders may be delivered to Korea only.
The following delivery option may be offered depending on the delivery region and the availability of your creation.
- Standard delivery – 3 to 5 business days
- You can safely receive delivery through Valex service regardless of the total amount.
*What is VALEX service?
It is a premium delivery service that combines a secure transportation system that delivers to the location and time desired by the customer.
After the order is placed, VALEX or Van Cleef & arpels ambassadors will contact the customer to schedule the delivery time, and 100% face-to-face delivery is the principle.
If the customer has a direct expression of intent, proxy collection or use of an unstaffed storage locker is possible, but Van Cleef & arpels is not responsible for loss or damage of products that are not directly received.
How much does the delivery cost?
All our shipping options are complimentary.
Can my order be delivered to a Van Cleef & Arpels boutique?
We currently do not offer the service.
May I have my order delivered to a hotel or at work?
We deliver to any address permitted by Valex.
How can I track my order?
As soon as your online order is dispatched, you will receive a tracking link through email.
You may also contact one of our personal advisors by phone, email or chat for assistance.
What are my payment options?
You may pay your online order with the following methods:
- Credit card
- Bank transfer
You may contact one of our personal advisors by phone or email or chat for more information.
Is my payment safe on www.vancleefarpels.com?
We guarantee safe transactions by suscribing to the purchase safety service (escrow) provided by KCP.F9
Return & Exchange
What is the return & exchange policy?
Creations purchased online or through our Client Relation Center can be returned for refunds or exchanges within 30 days from the delivery date.
To qualify for any exchange or refund, the following conditions need to be met:
• It must be returned in a new and unworn state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original packaging, including all accessories and documents, and accompanied by the appropriate sales slip.
• The creation does not have any personal engravings and has not been altered from its original condition (resized, modified)
• It is not a custom order or special order.
How can I do a return?
To return your order, you may call our Client Relation Centre.
A personal advisor will organize a pick up date for your parcel and will send you the return confirmation email.
Can I return or exchange a gift?
Only a client who purchased Van Cleef and Arpels creations online or through our Client Relation Centers may return or exchange Van Cleef and Arpels products within 30 days following delivery.
Please note that we do only accept an exchange/return order with the same product.
In terms of refund, the client who purchased Van Cleef and Arpels creation will be entitled to receive a refund.
When will I receive my refund?
As soon as we receive your return order purchased online, we will process your refund request. You will first receive a return confirmation notification. Then, creation(s) will be submitted to a quality control. Once the control passed, you should receive your refund within 14 days.
How will my creation be delivered?
The Maison enchants your order with its new wrapping. All of our creations are carefully wrapped in an elegant signature green box reflecting the poetic universe of Van Cleef & Arpels.
Can I include a personalized gift message to my purchase?
For gifting occasions, you may include a personalized message with your online package. You can inform our personal advisor your personalized message when placing your order or write your message on your shopping bag page or choose to handwrite it on the blank card that will be included in your parcel.
SERVICES AND PERSONALISATION
Can I engrave my piece?
You may engrave a selection of creations when placing your online order.
You may see on each product page if engraving is available. If it is enabled online, you’ll be able to add your engraving message once the creation is in your shopping bag or to inform a personal advisor your personalized message when placing your order.
Can we resize the creation?
To ensure the perfect fit and your absolute comfort when wearing your creation, Van Cleef & Arpels offers an adjustment service. This intervention is available for most of the creation, depending on its technical and aesthetic specifications. We kindly advise you to contact the closest boutique to confirm your need.
How much does it cost to adjust a creation?
The Maison offers this service as a courtesy for 3 months after purchase. However, some of repairment of adjustment service can be required additional cost so, we kindly advise you to visit our boutique for your need.
When will the service be completed?
As the estimated time of service depends on a creation and type of service, our personal advisors will inform you the details when you visit our boutiques.
Care & repair
How to take care of my piece?
You may visit our care advice section where you’ll find advices for each of your creations and for their precious stones and material. You may also find care advices and instructions for your watch on this section. For further information, you may contact one of our personal advisors by phone or email or through our online chat.
What should I do if I have a problem with my creation?
We strongly advise you to visit one of our Van Cleef & Arpels boutiques should you have any problem with your creation or for all issues related to care or after-sales service, whether it concerns jewelry or watches. Our personal advisors will be pleased to advise you on the appropriate service. Any kind of work or alteration made outside our workshops is a risk of damaging or altering the integrety of your creation.
How long does it take?
Each intervention lead time may vary, depending on the complexity of the work needed to be carried out. Your boutique advisor will be able to provide you with an estimated duration but the creation will always be closely examined by our experts in the workshops where a definite diagnosis, cost and duration will be established and submitted to your approval.
How can I choose between the different creation sizes?
We recommend to purchase your Van Cleef & Arpels creation from our boutiques or our official website. Each creation comes with a certificate of authenticity.
For your information we will not provide an instant expertise in our boutiques, but an authentification certificate can be established by our Heritage experts. Discover additional information on our services page or visit one of our boutiques for more details.
MY VAN CLEEF & ARPELS ACCOUNT
Why create a VCA account ?
Creating an account will allow you to track your online order directly. It will also allow you to check-out faster next time, as you will not need to re-enter your personal data.
I forgot my account password, how can I retrieve it ?
If you have forgotten your password, please click on the log-in section in the upper right hand corner of the website and click on “Forgot your password?” You will receive an email with further instructions. Please check your inbox and click on the link provided in the email to reset your password.
How to delete my VCA account?
If you want to delete your account, you may contact one of our personal advisors by phone or email or through our online chat.