FAQ

All creations accompanied by an "Add to cart" button can be purchased online.

You may also complete your purchase by calling our Client Relations Center.

You may purchase a maximum of five creations in one order.

Please kindly note that the following quantity limits may apply:

• Maximum of (1) creation of limited edition creation per client.

• Maximum of (2) creations of the same reference per client per year.

• Maximum of (5) creations per client per month.

If you are interested in purchasing a creation that is currently unavailable, we invite you to contact our Client Relations Center. A personal advisor will provide you with further information.

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

Online and phone orders may be delivered to the USA only.

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

- Standard delivery: 2 - 5 business days

- Express delivery: 1 - 3 business days

All of our shipping options are complimentary.

When placing an order, you may choose delivery at home or to one of our eligible boutiques. Select the click & collect option during your online purchase.

Your order may be delivered to your work place and holiday residence. We do not deliver to hotels, hospitals, freight forwarders or directly to UPS and FEDEX store locations. Please note that in any case, a signature from an adult will be requested at the time of delivery.

You will receive a tracking link to the email provided at checkout once your order has been shipped. 

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

A signature is required upon receipt of your package. Please note, Fedex enables ID scanning functionality for deliveries in the US, which requires an adult signature.

We accept the following payment methods:

- Credit Card: American Express, Visa, Mastercard, Diners, JCB (CB, Maestro), China UnionPay and Discover cards are accepted

- PayPal (Please note: PayPal cannot be used if ordering for boutique pick-up)

- Apple Pay (Only for Safari browser)

- Google Pay

- Alipay

- WeChat Pay

- Affirm

- Bank transfer for phone sales 
 

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

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

Creations purchased online or through our Client Relations Centers can be returned for refund or exchange 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.

To return your order, please call our Client Relations Center and one of our personal advisors would be delighted to assist by sending you a return label via email.

Yes. Please contact our Client Relations Center, so that they may assist you in finding a nearby boutique to process your return.

A client or a recipient of a gift from Van Cleef & Arpels may return or exchange it within 30 days following delivery.

The orignial purchaser is entitled to receive a full refund.

If the gift recipient chooses to exchange their gift, the original purchaser will be entitled to a refund of the difference, should the gift recipient choose a Van Cleef & Arpels creation of lesser value. If the returned product is less expensive than the exchanged item, the gift recipient will be charged the difference in price.

After you have initiated your Return Request, you will receive a Return Confirmation notification to the email used at purchase. All returns pass a quality assurance inspection. If approved, please allow up to 14 days before the refund is credited back to your original payment method.

The Maison enchants your order with its new wrapping. All of our creations are carefully wrapped in an elegant signature green box reflecting the poetic universe of Van Cleef & Arpels. Discover Van Cleef & Arpels new wrapping here.

For gifting occasions, you may include a personalized message with your package. 

You may either:

1. Enter your message during Checkout or

2. Handwrite your message on the complimentary Van Cleef & Arpels card

A selection of creations may be engraved. When engraving is available, it is indicated on the product page. You may add your message once the creation is in your shopping bag. Please note that engraving is not provided prior to delivery at this time. Please note, engraved pieces are not eligible for refund or exchange. 

To ensure a perfect fit, Van Cleef & Arpels offers size adjustment services. This service is available for most of the creations, depending on their technical and aesthetic specifications. We kindly advise you to contact the closest boutique for more information.

The Maison offers this service as a courtesy for 3 months after purchase.  

Beyond 3 months, the price of the service is of $180.00 (W/O VAT) . 

It takes up to 2 weeks for the adjustment service to be completed. Please note, each intervention lead time may vary, depending on the complexity of the work required.