Last updated: March 2018
Where we offer our products for sale online or by phone through the Van Cleef & Arpels 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.
Information you provide to us and how we use it
We collect the information from you as detailed below:
• To access certain areas of our Platform, you will need to register with us. During the registration process you will be asked to submit personal information about yourself (including your name and address, date of birth, e-mail address and telephone number). By entering your details in the fields requested, you enable Van Cleef & Arpels to provide you with the services you select;
• When you purchase products online or by phone, we collect information such as your purchase details and relevant payment information. In addition, we will also collect personal information from you when you correspond with us (for example, if you contact us with a query about one of our products or services), when you provide your details when you visit a Van Cleef & Arpels boutique or contact the Van Cleef & Arpels concierge by telephone. Please note that phone calls will on occasion be recorded for security, training and development purposes;
• If you choose to interact with Van Cleef & Arpels via a social media platform or other third party service, we will collect the information you have provided to us through that platform;
• We also collect certain information automatically about visitors to our Platform, described in the section headed "Cookies and other information that we automatically collect", below; and
• We will collect information about your location to the extent that we provide any location services, described in the section headed “Location services” below.
We will use the information we collect from you to:
• Manage and fulfil purchase and repair orders, facilitate delivery, and to provide after-sales services;
• Manage our accounts and records;
• Deal with your enquiries and requests;
• Send service related communications, including announcements and administrative messages such as order confirmation;
• Identify products and services we think you might be interested in based on your information, such as your purchase history and your previous interactions with us;
• Send you marketing communications (including e-mails and social media audience matching) relating to us and other third party partners and that we think may be of interest to you where we have a legitimate basis to do so (please see the “Your choices” section below for further information about how you can control these updates);
• Conduct market research so that we can continuously improve the services we provide to our customers;
• Undertake credit checking, prevention of fraud and other prohibited or illegal activities as part of our efforts to keep our Platform and services secure; and
• Understand how our Platform is used so that we can continuously improve our Platform and services and other offerings.
Cookies and other information that we automatically collect
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.
There are two broad categories of cookies:
• First party cookies, served directly by Van Cleef & Arpels to your computer or mobile device. They are used only by Van Cleef & Arpels to recognise your computer or mobile device when it revisits our Platform.
• Third party cookies, which are served by a third party service provider on our Platform, 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 Van Cleef & Arpels uses both 'session cookies' and ‘permanent cookies’. Session cookies exist only while your browser is open and are deleted automatically once you close your browser. Permanent 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 does Van Cleef & Arpels use?
The Platform serves only the following types of cookies to your computer or mobile device:
Type of Cookie / Purpose
Cookies necessary for essential purposes
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.
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.
These cookies are used to collect information about how visitors use our Platform.
The information gathered does not identify any individual visitor and is aggregated. It includes the number of visitors to our Platform, the platforms that referred them to our Platform and the pages that they visited on our Platform.
We use this information to help run our Platform more efficiently, to gather broad demographic information and to monitor the level of activity on our Platform.
When you visit our Platform or click on advertisements or promotional areas on the Platform these cookies are used to deliver adverts more relevant to you and your interests. 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.
These cookies enable users to share pages and content through third party social media and other platforms. The companies that serve these cookies may also use your information to serve targeted advertising on other platforms.
Further detailed information about the specific cookies used on this Platform and the third parties who serve them can be found in our cookie consent tool. You can use this cookie consent tool to control your cookie preferences.
How to control or delete cookies
Further detailed information about the specific cookies used on this Platform and the third parties who serve them can be found in our cookie consent tool. You can use this cookie consent tool to control your cookie preferences.
You can set your cookie preferences by using our cookie consent tool or 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).
We will collect information about your computer or mobile device, including where available your IP address, operating system, log-in times and browser type. We use this information to better understand how visitors use our Platform and for internal reporting purposes. We will anonymise and share this information with advertisers, sponsors or other businesses.
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 target advertisements to you for products and services that you might be interested in.
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” above. We are not responsible for effectiveness of or compliance with any third parties’ opt-out options.
Some of the services that we provide 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.
Sharing your information
We do not share personal information about you with other people or non-affiliated companies except under the following circumstances:
• we will disclose your personal information to third party providers for the purposes of providing online and other payment services, handling credit checks and fraud prevention, and any other services required in order for us to use your information for the purposes specified in the section entitled “Information you provide us and how we use it”;
• we will disclose your personal information to any law enforcement agency, court, regulator, government authority or other third party where we believe this is necessary to comply with a legal or regulatory obligation, or otherwise to protect our rights or the rights of any third party; and
Protecting your information
We want you to feel confident about using our Platform, and we are committed to protecting the personal information we collect. 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 Platform, 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.
You have the right to ask for access to any personal information that we hold about you in our records, to correct any inaccuracies and to update any out-of-date information. In some circumstances, you have the right to request the erasure of your personal information or a restriction of its use.
You have the right to object to us processing your personal information in some cases. In particular, you can ask us to stop sending you direct marketing communications at any time (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). If you wish to exercise any of these rights, please write to us at the address listed below.
You may unsubscribe from e-mail marketing communications at any time by e-mailing the address below in the section headed “Contact us” or clicking on the ‘unsubscribe’ link in Van Cleef & Arpels marketing e-mails.
50, chemin de la Chênaie, CP30 1293 Bellevue, Geneva, Switzerland
Terms & Conditions
WEBSITE TERMS AND CONDITIONS
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.
About our hosting services
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.
Use of materials on the Platforms
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.
Your submissions and unsolicited communications
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.
Limitation of liability
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.
Links & linking
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.
Termination and suspension
Unless otherwise specified, the information and materials presented on the Platforms are presented solely for the purpose of promoting Van Cleef & Arpels’s 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.
Applicable law and jurisdiction
2, rue du Quatre-Septembre, 75002 Paris, France
Conditions of Sales
VAN CLEEF & ARPELS
DISTANCE SALES CONDITIONS FOR VAN CLEEF & ARPELS PRODUCTS IN RUSSIA
Current version: April 2020
About VAN CLEEF & ARPELS and these Sales Conditions
These Sales Conditions shall govern any sales of Van Cleef & Arpels products or services that are sold by our Seller (as defined below) via the website https://www.vancleefarpels.com or any relevant mobile or digital application that refers to these Sales Conditions (hereinafter referred to as the “Platforms”) or by phone through our Van Cleef & Arpels Client center (hereinafter referred to as the “Client Center”).
RLG LLC, 10 Presnenskaya Embankment, Moscow, 123112, Russia, TIN 7704242231, shall be considered as the seller and invoice issuer for any purchases with delivery in accordance with our Delivery Policy (hereinafter referred to as the “Seller,” “Invoice Issuer,” “Van Cleef & Arpels” and with respect to certain provisions “we,” “us,” and “our”).
These Sales Conditions shall govern any sale of Van Cleef & Arpels products or services that are sold by RLG LLC via the Platforms or by phone through the Client center.
Please read these Sales Conditions carefully. These Sales Conditions shall apply to any order placed through the Platforms or the Client Center (hereinafter collectively referred to as the “Sales Channels”). Please note that you will be asked to agree to these Sales Conditions before placing an order for any products or services. If you do not agree to the Sales Conditions, you will not be able to order any products or services through the Sales Channels. These Sales Conditions shall not govern any sales made offline through physical points of sale (for example, our retail boutiques) or through third parties (for example, authorized retailers).
Updates to these Sales Conditions
We may periodically make changes to these Sales Conditions, so please regularly check the website for updates. The latest version of these Sales Conditions will always be available on the Platforms. Any new version of the Sales Conditions will come into force immediately upon its publication and will regulate all orders of products or services placed after its publication. Any amendments to these Sales Conditions introduced after the order was placed will not apply to such an order and to our relationship with you unless otherwise stipulated by applicable law.
Only individuals (not legal entities) (a) who possess the legal capacity to perform such transactions (as a general rule, who have reached the age of 18) and (b) whose delivery address is located in the Russian Federation may order products through the Sales Channels. If you have not reached the required age or cannot legally perform such transactions for other reasons, the order shall be placed on your behalf by your legal representative (parent, adoptive parent, or guardian), who will be asked to agree to these Sales Conditions.
By placing an order through the Sales Channels, 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 Sales Channels shall be checked for availability and confirmed by us. The Client Center may provide more information about such products. For information on the ordering process, please refer to the Ordering Process section below.
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.
When choosing products, the customer may choose personalized products (for example, engraved products). If you want to purchase personalized products, please provide the relevant information through the Sales Channels as requested.
We reserve the right to withhold or refuse acceptance of any order for personalized products, 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 will not affect your rights as a consumer (for more information, please see the Manufacturer's Warranties and Consumer's Rights section).
The process for ordering products through the Sales Channels includes the following steps:
- Creating an order: as soon as you have chosen products, you may create an order through the Client Center or the Platforms (if the Platforms are available) subject to availability of the products and compliance with quantitative restrictions. The Client Center Manager will process the details of your order and your personal data and create an e-mail (Order Receipt Notification) so that you can confirm the details of your order online. For the purposes of your identification, you must provide the Client Center Manager with your personal data (including your full name, details of your identity document, phone number, e-mail address, delivery address, and payment information).
- Placing an order: the Order Receipt Notification sent by the Client Center Manager will contain a link to a web page where you can confirm the details of your order and proceed to payment. Confirmation of your order at this stage does not guarantee the availability of the products for purchase.
- Verification and payment: after receiving the Order Receipt Notification, you will need to check the details of your order and personal information (including your full name, details of your identity document, phone number, e-mail address, delivery address, and payment information). You should carefully check all the information on the order page and, if everything is correct, confirm and pay for the order.
- Confirming an order: after payment, you will receive an Order and Shipment Confirmation, which will confirm the availability of the products you have ordered.
If the order is placed through the Client Center, the Manager will advise you on each of the above steps and verbally ask you to confirm the details of your order.
We shall have the right, at our discretion, to refuse the order or cancel the order on reasonable grounds. We will additionally inform you about this by phone or e-mail. For example, we may refuse your order or cancel your order if the order is not paid in full, or if you fail to provide or provide false information required for your identification, or if we find that you have violated these Sales Conditions.
Prices, taxes, and delivery costs
All the prices indicated on product pages on the Platforms or specified by the Client Center Manager include VAT but exclude other taxes unless otherwise indicated.
We take responsible care to ensure the correctness of the prices at the time the relevant information is entered into the system or communicated to you by the Client Center Manager. However, despite our efforts, the prices of any products specified in our Sales may be incorrectly priced. If the price of any of the products that you ordered are calculated incorrectly, we will contact you as soon as possible to notify you of such an error. If we fail to contact you using the contact details that you provided during the ordering process, we will cancel the order and notify you in writing thereof.
Please note that amendments to an applicable law introduced in the period from the date of placing the order to the date of sending you a written Order and Shipping Confirmation may lead to a change in the amount of taxes payable in connection with your order. If the final amount of taxes you owe increases, we will contact you and ask you to confirm your order again.
We accept payment methods provided for by the process for ordering products through the Sales Channels. Depending on the payment method, we may require additional information, including passport details or other personal information.
When ordering products on the Platforms, you need to enter your personal information to make a payment. If the order is placed by phone, the Client Center Manager will send you an e-mail link to the payment system where you can confirm the details of your order and proceed to payment. All card holders are subject to verification and authorization by the card issuer.
You give your consent and authorize us to perform security checks, as we deem necessary, in order to transfer your information (including updated information) to third parties from time to time or to receive such information from them, including but not limited to the details of your payment card, in order to verify your identity, verify your payment card, receive initial authorization of your payment card, and authorize individual payment transactions.
The full cost of your purchase will be debited from your payment card at the time of payment.
We may accept bank wire transfer for orders at our sole discretion. We will not charge a bank transfer fee if the order is placed through the Sales Channels or the Client Center, but some credit organizations may charge a bank transfer fee. We require all bank transfers for orders placed by phone to be confirmed through the order confirmation procedure. We can preliminarily confirm a bank transfer, but the order will not be shipped until payment is received and confirmed by us by e-mail. If the corresponding amount is not credited to our account within seven (7) days after placement of the order, your order will be canceled.
Acknowledgement of Order
Once you have made your choice and your order has been placed through a Sales Channel, you will receive an Acknowledgement of Order (by e-mail or in another way confirming the details of your order along with the order number). Please make sure to keep your order number for further inquiries regarding your order. This Acknowledgement of Order is not an acceptance of your order. To accept the order, we will carry out a general credit history check, security check, anti-fraud and necessary legal checks, and then, with positive results of such checks, we will begin to 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 Store.
These Sales Conditions will also be sent to you along with the Acknowledgement of Order.
We only accept orders to be delivered within the Russian Federation. Please keep in mind that we do not deliver orders to certain addresses, such as addresses with knowingly restricted access (military units, penitentiary/correctional institutions, restricted areas, other sensitive facilities), pick-up points, or PO boxes. For further information, please contact the Client Center.
Customer pickup from a physical point of sale may be offered free of charge in certain places. Please refer to the Platforms or call the Client Center. We will inform you by e-mail or by phone that the products are ready for pickup.
If your order contains several products, we will ship the order only when all the products are available (partial delivery is not available unless otherwise communicated to you).
Order and Shipment Confirmation
Immediately upon shipment of your order to the specified delivery address, we will send you an Order and Shipment Confirmation in writing (by e-mail or by another means). Such Order and Shipment Confirmation confirms acceptance of your order by our company and its availability, as well as signifies the conclusion of a sales contract.
The order will be delivered by TNT Express Worldwide (CIS) LLC (hereinafter referred to as the “Transport Company”). The order will be transferred to the Transport Company for delivery only after payment of the full cost of the order. RLG LLC may unilaterally involve other reliable transport companies.
A representative of the Transport Company will contact you to specify the address, date, and time of delivery. You may communicate a new address and delivery date to the Transport Company's representative, after which the Client Center Manager will contact you to confirm and agree on the new address and delivery date. The delivery address may only be changed within the boundaries of one locality and the delivery date may be changed by no more than 3 calendar days. In any case, the right to agree on the new address and delivery date rests with the Client Center Manager.
We will take reasonable measures to ensure delivery of your order by the Transport Company's courier by the specified delivery deadline from the date of the written Order and Shipment Confirmation and in any case within thirty (30) days after this date unless your purchase includes a product or service requiring additional delivery time, which was communicated to you in advance, for example, products or services personalized or produced in accordance with your instructions.
If delivery is delayed for any reason beyond our control, we will notify you thereof as soon as possible and use reasonable efforts to minimize the delay in delivery. If we do not deliver within thirty 30 days from the date of the written Order and Shipment Confirmation or another time period specified by us, you may contact the Client Center to cancel the corresponding order and be refunded the money paid for any product that you have not received.
When setting the delivery date, please bear in mind that we need time to confirm your payment, check security, and process the order. Please note that delivery is subject to full payment for the order.
We will require your personal signature (electronic or handwritten) or the signature of a person authorized by you at the specified delivery address (unless otherwise specified by you) in order to confirm the delivery of each product. At that moment, the Seller’s obligation to transfer the products shall be considered fulfilled and the risk and responsibility for the products that you purchased shall be transferred to you. If you indicate a recipient other than yourself (for example, in case of a gift), you understand and agree that signing by such a recipient shall serve as evidence of delivery and fulfillment of the sales contract by Van Cleef & Arpels, as well as transfer of responsibility to the recipient as if the products were delivered to you personally. We shall have the right to deliver products only to the person defined as the order recipient in the Order and Shipment Confirmation and require a passport for verification in case of delivery of certain categories of products. For more information, please contact the Client Center.
If the products are delivered within the time period established by the contract, but the products are not transferred to the buyer through his/her fault, subsequent delivery will be made within a new time period agreed with us.
When ordering products through the Sales Channels, you will receive an invoice that will be sent to your e-mail address with an attached PDF file or sent in another way.
Return and exchange
(a) Right to refuse and return products of proper quality
You shall have the right to refuse products of proper quality without giving any reason at any time prior to their transfer to you and within seven (7) days from the day when you or the person you have specified (except for the courier) becomes the actual owner of the products included in your order.
To refuse the products or return products of proper quality, you may contact the Client Center and follow the instructions provided or you may send us a written request in the form of a letter or an e-mail to the following address: :
firstname.lastname@example.org. You may also refuse or return the products using the Refuse Form* or Return Form*, but this is not mandatory.
(b) Process of returning products of proper quality
Products purchased through the Sales Channels may only be returned to distribution centers of Van Cleef & Arpels online stores at the addresses indicated by the Client Center Manager or to the specified Van Cleef & Arpels retail store in accordance with these Sales Conditions. Products may be returned to the following address: Moscow, Petrovka street, 10, Van Cleef & Arpels boutique every day from 10:00 to 22:00. For accurate information, please contact the Client Center by phone or e-mail.
Products purchased by any other means other than the Sales Channels may not be returned to the distribution centers of online stores.
To return products to our online store distribution center, please follow the instructions below:
- Call the Client Center;
- You may (a) call out the Transport Company's courier to the address specified by you and approved by our company or (b) select an address for sending the parcel from among the available addresses of the Transport Company during the required return period. At this stage, you may be asked to provide information about the products so that we can make an initial assessment of the condition of the products;
- The Client Center Manager will send you a Return Form by e-mail or ask you to fill out the Return Form attached to the products during delivery;
- Please fill in the required information in the Return Form and sign it;
- You must include the completed Return Form, the product, all components, any products received free of charge within the order, the service manual, the warranty certificate, and all other documents in their original packaging in the parcel to be sent; and
- To send the parcel, please give the parcel to the Transport Company's courier or bring the parcel on the day and to the address of the Transport Company previously agreed with the Client Center Manager.
A refund or exchange will be made only in relation to those products that have been returned in the above manner.
In order to minimize the risks of possible fraudulent actions related to the return of products by a person who has not purchased the products directly from RLG LLC, a representative of Van Cleef & Arpels shall have the right to contact the buyer who purchased the products from the Seller before making the refund in order to establish the circumstances of the transfer of the returned products by the buyer to such person.
(c) Condition of returned products of proper quality
We will check that the returned products meet the terms and conditions of the Return and Exchange Policy and only then we will provide a refund or exchange.
Our products shall be returned new and unused, in perfect condition, with all protective materials, such as tags and labels attached to them (if applicable), as well as with the original Van Cleef & Arpels box and the delivery package, including all its components and documents. For example, watch bands that have been adjusted at your request shall be returned with the same number of links that were included in the original package. Our company shall have the right not to accept any returned products if the products show any signs of being worn, or if they have been used, or if they have changed in any way in relation to the original condition, or, as an alternative, we may reduce the refund or exchange amount, respectively.
If you have received free items as part of the order, such items shall be returned along with the products.
All returned products will be subject to strict quality control by our company to ensure that the returned products meet such requirements. If the products do not meet the quality control standards, we will refuse to refund money and the products will be returned to you. If the returned products meet the quality control standards, we will proceed to a refund or exchange.
Failure to comply with these Sales Conditions will give us the right to refuse the returned products and send them back to you at your expense.
(d) Products of proper quality that may not be returned or exchanged
Orders for products that have been personalized in any way or otherwise created in accordance with your instructions, i.e. having individually defined properties, cannot be canceled and such products may not be returned to us for exchange or refund. The above conditions shall also apply to engraved or products.
(e) Refund for products of proper quality
You may return products purchased through the Sales Channels and receive a refund if the return complies with these Sales Conditions, in particular (a) the Right to Refuse and (b) the Return Process described above.
Only the buyer or the person duly authorized by the buyer as provided for by the applicable law may receive the refund for the returned products. If you have received products as a gift and want to return the products, you may do this in the manner specified in the Return and Exchange section hereof as if you were the buyer. To do this, you will need to provide us with an identity document through any means and in any form provided for by these Sales Conditions.
If the returned products comply with these Sales Conditions and if necessary, we will take commercially reasonable measures to return the purchase price to the buyer using the same payment means that the buyer used in the initial transaction within ten (10) days after receiving the returned products.
(f) Exchange of products of proper quality
You may return products purchased through the Sales Channels for their exchange for other Van Cleef & Arpels products provided that the return complies with these Sales Conditions, in particular (a) the Right to Refuse and (b) the Return Process described above.
In any case, the sale of the returned products will be canceled and a new order for products must be placed.
If the products are returned for exchange for less expensive products, only the buyer of the returned products or a person authorized by the buyer may receive the difference in price.
If the products are returned for exchange for a more expensive product, you will have to pay the difference in price.
(g) Return or exchange of poor-quality products
If you find production defects in a product, you must immediately inform the Client Center thereof and follow further recommendations. You will be asked to transfer the products for assessment in any way specified in the Return Process section above. If, based on the assessment, production defects are found, you will have the right to lodge a corresponding claim stipulated by the consumer protection law. If, based on the assessment, no production defects are found, you will be asked to pick up the products or have them shipped at your expense.
Manufacturer's warranties and consumer rights
We strive to ensure strict compliance of each product with our quality criteria, as well as with all standards, both technical and aesthetic.
Certain products are covered by the applicable Van Cleef & Arpels warranty. If you want to repair a product covered by the applicable Van Cleef & Arpels warranty, please refer to the applicable Van Cleef & Arpels warranty and call our Client Center for more information.
As a consumer, you may have legal rights in accordance with the consumer protection law and other laws governing the sale of consumer goods. These Sales Conditions or the applicable Van Cleef & Arpels warranty shall not affect such legal rights.
The following free options will be offered by the Sales Channels:
(a) Branded box and packaging
All orders will be shipped along with a Van Cleef & Arpels branded box together with a Van Cleef & Arpels shopping bag (if applicable).
(b) Engraving (if applicable)
Engraving option may be available for certain products and are offered only when purchasing products through the Client Center.
If you wish to have your Van Cleef & Arpels product engraved product that you purchased, please provide the Client Center Manager with the required information.
Orders for personalized Van Cleef & Arpels products may not be canceled and personalized Van Cleef & Arpels products may not be returned to Van Cleef & Arpels for exchange or refund.
(c) Exchanging/adjusting the strap (band)
Van Cleef & Arpels watch strap (band) has a standard size upon delivery. The product may be delivered with a strap (band) of a smaller or larger size if a request sent to the Client Center. Adjustment of the Van Cleef & Arpels watch strap is also available for certain watch models. If you request an adjustment of the watch band, the removed links will be returned to you and included in the delivery packaging.
If you have any questions about repairs to products ordered through the Sales Channels, please contact the Client Center Manager.
We strive to ensure that the product description, sizes, colors, and other information indicated on the Platforms, in advertisements and catalogs, or provided by the Client Center Manager is accurate and complete. However, we do not give any guarantees, express or implied, regarding the veracity, reliability, and completeness of such information.
Limitation of liability
To the extent permitted by the applicable law, we exclude and waive all other conditions and guarantees regarding the products and Sales Channels, either express or implied by law or otherwise, or arising from previous business practices, use, or trading practices.
Nothing in these Sales Conditions shall limit or exclude our liability, which may not be limited or excluded in accordance with the applicable law. Subject to the previous sentence and your legal rights, our total liability to you for any order in accordance with these Sales Conditions, either from a contract or from tort (including negligence) or otherwise, even if we were informed about the possibility of such damage, may not exceed one hundred percent (100%) of the price of the product(s) included in your order.
Please note that consumer protection laws in some jurisdictions may not allow certain exclusions or limitations of guarantees or liability, and therefore, some of the above exclusions and limitations may not be applicable.
If any provision or part of any provision hereof is found to be illegal, invalid, or unenforceable, such a provision or part of the provision shall not be considered part hereof and the legality, validity, or enforceability of the remaining provisions hereof shall not be affected unless otherwise required by the applicable law.
These Sales Conditions (and related conditions included by reference) form an entire agreement between you and us regarding the order for products or services and they replace and eliminate any previous agreements, draft agreements, arrangements, obligations, and any accessory contracts between the parties, both written and oral, in relation to the same subject matter.
We shall not be liable for any failure or delay in fulfilling our obligation under these Sales Conditions that arises for any reason beyond our reasonable control.
Our waiver of a right arising from a violation of the provisions hereof shall not be deemed a waiver of a right arising from another or subsequent violation.
This agreement is hereby concluded between you and our company. No other person shall have any rights arising out of this agreement. However, if you purchase a product as a gift, the recipient of your gift will be eligible for the applicable Van Cleef & Arpels guarantee.
Jurisdiction and applicable law
These Sales Conditions shall be governed by and construed in accordance with the applicable legislation of the Russian Federation, without reference to the conflict rules (hereinafter referred to as the “applicable law”). Any dispute, disagreement, or claim arising out of or in relation to these Sales Conditions, including the validity, invalidity, violation, or termination of these Sales Conditions, shall be considered and resolved in accordance with these Sales Conditions.
If disputes move to court for resolution, their jurisdiction shall be determined in accordance with the current legislation of the Russian Federation.
Without creating any restrictions on litigation, you and Van Cleef & Arpels shall first use reasonable efforts to peacefully resolve any dispute or disagreement that may arise in relation to the product, the Sales Conditions, or any violation thereof within ten (10) days.
If you have any questions or comments regarding these Sales Conditions or any other questions, please contact us at the e-mail address or phone number listed below.
Tel. + 7 495 799-55-55
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