FAQ

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

You may also complete your purchase by calling our Client Relation 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 Relation 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 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

All our shipping options are complimentary.

We currently do not offer the service.

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.

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.

You may pay your online order with the following methods: 

- UnionPay
- Bank Transfer
- Alipay
- 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.

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.

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.

To return your order, please contact client relations center and we will arrange a pick up appointment with you.

We do not accept online orders to be returned in boutiques.

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.

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.

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 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.

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.

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).

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.

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.

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.

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.

You may find motifs size guide for Alhambra, Perlée and Frivole collections. You may also find size guides to help you find your ring size.

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.

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.

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.

If you want to delete your account, you may call our personal advisors or make a request via our online form.

Van Cleef & Arpels collects information about you when you interact with us in boutiques, online or via our client relations center by phone. For further information about how we use information we collect from you and how we share, protect, retain your information and for further information about your rights, please see our Privacy Policy.

Our websites, mobile applications and other digital platforms use cookies in accordance with our Cookie Policy. Our Cookie Policy explains how we collect, use, disclose and transfer the personal information that you provide us on our platforms, when you visit a Van Cleef & Arpels boutique, contact the Van Cleef & Arpels client relations center by phone, or when you interact with us over social media platforms.