Online and phone orders may be delivered to the People's Republic of China only, excluding Hong Kong S.A.R, Macau S.A.R, Taiwan China.
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 – 3 to 5 days
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?
Your order may be delivered to your work place, your holiday residence but we do not deliver to hotels or hospitals. Please note that in any case, a signature from an adult will be requested at the time of delivery.
How can I track my order?
Once your order has been dispatched, you will receive an SMS message with a tracking link. 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:
- Bank Transfer
- WeChat Pay
- Payment on delivery: Cash, WeChat pay and Alipay are accepted for payments on delivery
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.
Is my payment safe on www.vancleefarpels.com?
All transactions placed on www.vancleefarpels.com are secured thanks to the HTTPS protocol and encrypted to protect your information.
Security for payments with credit cards is also enforced with the 3D-secure protocol.
RETURN & EXCHANGE
What is the return & exchange policy?
Creations purchased online or through our Client Relation Centers can be returned for refund or exchange within 30 days from the date you sign for your package.
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 return an order?
To return your order, please contact client relations center and we will arrange a pick up appointment with you.
Can I return an online order in a boutique?
We do not accept online orders to be returned in boutiques.
Can I exchange or return a gift?
A client or a recipient of a gift from Van Cleef & Arpels may return it within 30 days following delivery. However, gift exchange service is not available.
When will I receive my refund?
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.
How will my Van Cleef & Arpels creation be delivered?
All our creations are carefully wrapped in an elegant and secured parcel and a shopping bag is slipped in all boxes for gift occasions.
Can I include a personalized gift message to my purchase?
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.
SERVICES AND PERSONALISATION
Can I engrave my piece?
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.
Can I adjust the size of my Van Cleef & Arpels 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 creations, depending on their 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. Beyond 3 months, the price of the service is of 1300 ¥ (INCL. VAT).
How long does it take for the adjustement service be completed?
It takes less than 2 weeks for the adjustment service to be completed, but each intervention lead time may vary, depending on the complexity of the work required.
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, email or through our online chat.
What should I do if I have a problem with Van Cleef & Arpels 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 integrity of your creation.
How long is the repair intervention on a Van Cleef & Arpels jewelry or timepiece creation?
Each intervention lead time may vary, depending on the complexity of the work required. 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?
How can I be sure that my piece is a genuine Van Cleef & Arpels creation?
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 Van Cleef & Arpels 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.