FAQ

Online orders may be delivered to the following countries:

- USA
- CANADA
- EUROPE: Austria, Belgium, Denmark, Finland, France, Germany, Irland, Italy, Luxembourg, Monaco, Netherlands, Portugal, Sweden, Spain, United Kingdom.
- CHINA
- JAPAN

The following delivery options may be offered depending on the delivery region and the availability of your creation. You may get an estimated delivery date once your selection is in your basket.

- Standard delivery – 3 to 5 days
- Express delivery – 1 to 2 days
- Morning delivery – Before 9 am or 12 am
- Saturday delivery
- On demand delivery – selection of date and time slot

All our shipping options are complimentary.

When placing an order, you may choose delivery at home or in one of our eligible boutiques. To do so, you may select the click & collect option during your online purchase.

Your order may be delivered to  your work place, your holiday residence, hotels or hospitals. Please note that in any case, a signature will be requested at the time of delivery.

As soon as your order is shipped, you receive a tracking link through email.

You may also contact one of our client advisors by phone, email or chat for assistance.

You may pay your online order with the following methods:


- Credit cards: America Express, Visa, Mastercard, Diners, JCB (CB, Maestro) and Discover cards are accepted
- Paypal
- Bank transfer
- Payment on delivery: Cash, WeChat pay and Alipay are accepted for payments on delivery
- WeChat pay
- Alipay
- Union pay
- [Japan only] Instalment payment is offered depending on your bank.


Some payment options are not available for all orders. You may contact one of our client advisors by phone, email or chat for more information.

All transactions placed on www.vancleefarpels.com are secured thanks to the HTTPS protocol and encrypted to protect your information.


[In Europe/Japan] Security for payments with credit cards is also enforced with the 3D-secure protocol.

Creations purchased online or through our Client Relation Centers can be returned for refunds or exchanges within 30 days from the delivery date. Nevertheless please note that engraved and damaged creations are not eligible for returns.


To return your order, you may call us at +XXXXXXXXXX


One of our client advisors will send you the return label via email and organize a pick up date for your parcel.


If you wish to returm your order in a boutique, one of our client advisors will assist you to find the eligible boutiques.

As soon as we receive your return, we will process your refund request. You will first receive a return confirmation notification. Then, creation(s) will be submitted to a quality control. Once the control passed  you should receive your refund within 7 business days.

Our client advisors will be delighted to assist for any update of your order by phone at +XXXXXXXXXX, email or through our online chat.

All our creations are carefully wrapped in an elegant and secured parcel and a shopping bag is slipped in all boxes for gift occasions.

For gifting occasions, you may include a personalized message with your package. Write your message on your shopping bag page or choose to handwrite it on the blank card that will be included in your parcel.

You may engrave a selection of creations in boutiques or online.

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.