Legal
Conditions of Sale Singapore
CONDITIONS OF SALE
DISTANCE SALES FROM E-BOUTIQUE, CLIENT RELATIONS CENTER, AND PAY-BY-LINK
Last updated: November 2024
About Van Cleef & Arpels and these Conditions of Sale
These Conditions of Sale apply to any sales of [Van Cleef &Arpels] products or services that you may order from our Selling Entity (as defined below):
(a) the website (vancleefarpels.com) and any associated mobile or digital applications that refer to these Conditions of Sale (the “Platforms”);
(b) at a distance by either e-mail or phone from the relevant retail boutique of [Van Cleef & Arpels] or our client relations center using Pay-by-Link or other digital in-store applications (the “Client Relations Center”), or
(c) at the relevant retail boutique of Van Cleef & Arpels or at an event outside of the relevant [Van Cleef &Arpels] boutique using Pay-by-Link or other digital in-store applications (“Remote Boutique”);
(together the “Sales Channels”).
The selling entity that will sell the products to you is Richemont Asia Luxury (Singapore) Pte. Ltd. with its registered address at 501 Orchard Road, #12-01, Wheelock Place, Singapore 238880, (the “Selling Entity”, “Van Cleef & Arpels”, "we", "us" and "our"):
[Van Cleef &Arpels], a division of Richemont Luxury (Singapore) Pte. Ltd., is an affiliate of Van Cleef &Arpels, which owns and edits the Platforms pursuant to the Terms of Use. If placing an order by the Platforms, you agree to be bound by the Terms of Use, which are incorporated into these Conditions of Sale. In addition, our information collection practices and the ways in which we may use and protect that information, are further set out in our Privacy Policy. By using the Sales Channels and placing orders with Van Cleef &Arpels, you agree to be bound by our Privacy Policy, which is incorporated into these Conditions of Sale by reference.
Please read these Conditions of Sale carefully. These Conditions of Sale are applicable to any order placed through the Sales Channels, and include an agreement to arbitrate any disputes on an individual basis. Please note that before placing an order for products or services, you will be asked to agree to these Conditions of Sale. If you do not agree to these Conditions of Sale, then you will not be able to order any products or services through the Sales Channels. Please note that if your sale is concluded in the Physical Maison Boutique using Pay-by-Link or other digital in-store applications, additional consumer rights applicable to distance sales such as the right to withdraw set out in the Returns and Exchanges section below will not apply.
All other sales concluded in person through usual physical points of sale (such as our retail boutiques) or third parties (such as authorized retailers) are not subject to these Conditions of Sale.
Updates to These Conditions of Sale
We may make changes from time to time to these Conditions of Sale so please check back regularly to keep informed of updates. The latest version of these Conditions of Sale will always be available on the Platforms. Any new version of these Conditions of Sale shall take effect immediately upon the date of posting and will govern any orders of products or services made as from that date. Any changes to the Conditions of Sale made after you have placed an order will not affect that order and your relationship with us, except as may be required by applicable law.
Purchasing Eligibility
Only individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts (eighteen); (b) have legal capacity to enter into contracts; and (c) have a shipping address in Singapore may order products through the Sales Channels. If you are under the age of legal majority or otherwise cannot lawfully enter into a contract, you must have your parent or guardian place an order on your behalf and they will be asked to agree to these Conditions of Sale.
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 are subject to availability and acceptance of such orders by us. Products shown on the Platforms that cannot be added to the shopping bag are not available for sale via the Platforms. The Client Relations Center or Remote Boutique (as applicable) can provide more information as regards to these products. For information about the order process, please refer to our Order Process section below.
Quantity limits may apply in relation to orders for certain products.
Currently, multiple creations purchases policy is as follows:
- Maximum of (1) creation of limited edition creation per client
- Maximum of (2) creations of the same reference per client per 365 rolling days
- Maximum of (5) creations per client per 30 rolling days
- Maximum of (10) creations per client per 365 rolling days
We reserve the right to refuse at any moment in time, without prior notice, orders exceeding a certain number of authorized products.
Account Registration & Guest Checkout
To place an order through the Platforms, you may either register and create an online account, or place an order as a guest without creating an online account by selecting the "Guest Checkout" option. Where you place an order as a guest, we may still create an account on our internal systems to record your purchase(s).
Personalized Services
Personalization services (for example engraving or embossing) or other services may be available on a selection of products. If you wish to have your product personalized, please provide the details in the Sales Channels as requested.
We reserve the right to withhold or refuse acceptance of any order for personalized products, or with a message card, 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 (except where defective), and are considered final upon receipt of a written Acknowledgement of Order and can therefore not be cancelled, as described in these Conditions of Sale. This does not affect your consumer rights under the law.
Order Process
The order process of the Platforms will include the following:
· Add to Shopping Bag: Once you have chosen a product, you may place this product in your shopping bag. You may then decide to continue shopping for other products and add them to your shopping bag (subject to availability and quantity limits). Placing an item in your shopping bag does not guarantee availability for purchase, which is not confirmed until you receive a written Confirmation of Order & Shipment (not the Acknowledgement of Order), except for personalized products, where our Acknowledgement of Order constitutes our acceptance of your order and indicates the existence of a binding sales contract.
· Guest/My Account Checkout: When you are ready, you then proceed to “Checkout”, either as a guest or through your registered account. You may also remove one or several products you have selected from the shopping bag as part of the checkout process.
· Delivery, Review and Payment: As part of the checkout process, you add and review your order details and personal information (including e-mail, shipping address, billing address and payment information). You should carefully check and confirm all details on the order summary page before placing your order.
· Placing of Order: You then check the relevant box and place your order.
In the case of an order being placed through the Client Relations Center or Remote Boutique, the Van Cleef &Arpels ambassador will walk you through the steps above and verbally ask you to confirm the details of your order.
We reserve the right, in our sole discretion, to refuse, cancel and terminate orders at any time on reasonable grounds. For example, we may refuse, terminate or cancel your order if there is an ongoing dispute concerning payment of a prior order or if we suspect, in our sole discretion, that you have engaged in (i) fraudulent activities; (ii) the import of product activities which we have not intended; or (iii) have otherwise violated these Conditions of Sale, including for example any engraving that contains language that is objectionable, unlawful or contrary to our policies.
Prices, Taxes and Shipping Costs
All prices shown or quoted by the applicable Sales Channels are in Singapore Dollars unless otherwise stated and include 9% of sales taxes (if any) but exclude shipping costs and other taxes unless otherwise stated. Sales, use or other taxes will vary based on the location to which products are being shipped. You should check updated prices and currency carefully.
Shipping costs, if any, are described in the Shipping Policy below or on the Sales Channels. Shipping costs are not stated on the product pages but will be added to the product price after you have chosen your delivery options. These costs will be summarised before you are asked to confirm and place your order and will also be reflected in our email correspondence with you once you have chosen your delivery options.
Please note that sales taxes associated with your purchase will vary based on the location to which products are being shipped and will be presented before you place your order.
We reserve the right to modify prices and delivery costs at any time without prior notice. We take reasonable care that the prices of products and delivery costs are correct at the time when the relevant information was entered into the system or communicated to you via the Sales Channels. However, it is always possible that, despite our reasonable efforts, some of the products offered through our Sales Channels or delivery costs may be incorrectly priced. If any of the products you place an order for or any delivery costs are incorrectly priced, we will contact you as soon as possible to inform you of this error. If we are unable to contact you using the contact details you have provided during the order process, we will cancel the order and notify you in writing. If we mistakenly accept and process your order where a pricing or delivery cost error occurs, we may cancel supply of the product and refund you any sums you have paid.
Please note that changes to applicable law between the date your order is placed and the date you are sent a written Confirmation of Order & Shipment may result in changes to the taxes associated with your order. If the resulting change is an increase in the taxes that you are charged, we will contact you and ask that you reconfirm your order.
Payment
We accept the methods of payment identified as part of the order process via the Sales Channels. Depending upon the means of payment, we may require additional information, including specific forms of identification.
When ordering on the Platforms using our Pay-by-Link process, you will need to enter your payment details on the appropriate form. You will need to make the payment within 2 business days, after which the order may be released. In the case of an order placed by telephone, you will need to communicate to the Client Relations Center or Remote Boutique your complete payment details. All payment card holders are subject to validation check and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, you will need to contact your card issuer directly to solve this problem.
Other payment methods may also be subject to validation checks and authorization by the payment system providers as well. You expressly authorize us to perform security checks, where we deem necessary, to transmit or to obtain information (including any updated information) about you to or from third parties from time to time, including but not limited to your payment card details, to authenticate your identity, to validate your payment card, to obtain an initial payment card authorization and to authorize individual purchase transactions.
We accept bank wire transfer for orders placed through the Client Relations Center. We do not charge a fee for bank wire transfers for orders made through the Client Relations Center, however, some financial institutions may charge a fee for using a bank wire transfer. We require that all bank wire transfer orders placed by telephone be confirmed through an order approval process. We may acknowledge a bank wire transfer order, but the order will not be processed until the payment has been received and confirmed by us by e-mail. Please be advised that payments by wire transfer require additional processing through our ambassador and that there might be an additional waiting period before product can be released depending on the value of the product ordered. If your wire transfer payment is not credited into our bank account within 2 business days after you have placed your order, your order will be cancelled.
Where we offer Credit Card, PayPal/PayPal Express/Alipay/WeChat Pay/Apple Pay or any other similar payment service as specified on the Sales Channels as a payment method, the full amount of your purchase may be debited on your payment card immediately following the placement of your order or when payment is approved by the payment provider. Pre-payment shall not impact any of your legal rights under these Conditions of Sale (including for example any right of refund). If we cannot meet our shipping and/or delivery obligations set out below, we will notify you via e-mail and we will refund the pre-payment without undue delay.
Credit card companies may allow you to pay for your products in instalments. This payment method will be subject to the terms and conditions of your credit card company.
Acknowledgement of Order
Once you have made your choice and your order has been placed through the Sales Channels, you will receive a written Acknowledgement of Order (by e-mail or otherwise confirming the details of your order together with an order reference number). Please make sure that you save this order reference number for any future enquiries regarding your order. This Acknowledgement of Order is not an acceptance of your order. To confirm the order, we will conduct its usual credit, anti-fraud, security and related legal checks and, if acceptable, will then 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 Client Relations Center or Remote Boutique (as applicable) promptly.
These Conditions of Sale will be provided to you when we acknowledge your order.
Shipping Policy
We only accept orders for delivery to the address in Singapore. Please note that we do not ship to certain addresses, such as military, certain restricted areas (such as hotels), pick-up points, or PO boxes. For further information, please refer to our FAQs section or contact the Client Relations Center or Remote Boutique.
Boutique pick-up may be offered, free of charge, to certain locations. Please refer to the FAQs section or call the Client Relations Center or Remote Boutique for more information. We will inform you by e-mail or by telephone when the product is ready for pick-up at the boutique.
Please note that not all pick-up locations are able to accommodate pick up of the product within the same time frame and that certain product is not available at all pickup locations at all times.
If you order several products, we will ship the order only once all products are available (there will be no partial shipments,unless otherwise communicated to you).
Confirmation of Order & Shipment
Upon shipment of your order, we will send you a Confirmation of Order & Shipment in writing (by e-mail or otherwise). This Confirmation of Order & Shipment constitutes our acceptance of your order and indicates the existence of a binding sales contract, except for personalized products (if available) where our Acknowledgement of Order constitutes our acceptance of your order and indicates the existence of a binding sales contract.
We reserve the right not to accept your order for any reason in our discretion. Such non-acceptance may result, for example, from the fact that the product ordered is out of stock or that we are unable to obtain authorisation for your payment or that you do not meet the terms of eligibility above.
Delivery
We will use reasonable efforts to ensure delivery by the carrier within the estimated delivery lead time from the date of our written Confirmation of Order & Shipment and in any event within thirty (30) days after that date, except if your purchase relates to a product or service that we have explained to you will take additional time to deliver, for example in the case of products or services that we personalize or produce to your specifications.
When ordering through the Sales Channels, you may be able to choose a specific delivery date as available on the Sales Channels. Any such specific delivery date remains subject to our confirmation.
If delivery of products is delayed by an event outside our control, we will inform you as soon as possible and will use reasonable efforts to minimise the effect of the delay. If we do not deliver within thirty (30) days from the date of the written Confirmation of Order & Shipment or any other time limit as indicated by us, you may contact the Client Relations Center or Remote Boutique (as applicable) to cancel the relevant order and get a refund of any sums you pre-paid us for any products which you have not received.
In any event, your sole remedy for any failure by us to deliver the order to you shall be your right to cancel the relevant order and receive a refund of sums you pre-paid us for any products which you have not received.
When estimating your delivery time, please allow time for credit approval, address verification, security checks and order processing. Please note that delivery is always subject to receiving your full payment.
We will require a handwritten or electronic signature by you, or a person at the nominated delivery address (unless arranged by you otherwise), to confirm the delivery of each product, at which point risk and responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example, as a gift), then you understand and accept that evidence of a signature by such recipient (or a person at the delivery address) is evidence of delivery and fulfilment of the sales contract by [Van Cleef &Arpels] and transfer of responsibility to the recipient in the same way as if the product had been delivered to you. We reserve the right to deliver products only to the person who is the intended recipient of the order as stated on the label of the parcel and to request ID check for verification purposes at the time of delivery for certain categories of products. Please refer to our FAQ or call our Client Relations Center for more information.
Invoices
When ordering products via the Sales Channels, you will receive an invoice that will be sent to you in writing (to your e-mail address as a PDF attachment or otherwise).
Returns and Exchanges
Van Cleef & Arpels allows you or the Gift Recipient (as defined below) to return Van Cleef & Arpels products purchased through the Platforms or Client Relations Center within [30] days following delivery, but subject to the further terms and conditions set forth below.
(a) Return Process
Products that have been purchased through the Platforms or Client Relations Center may only be returned to our Van Cleef &Arpels e-boutique distribution center at the address of our Returns Department, as provided in our FAQs section through our Client Relations Center, or if available to selected Van Cleef &Arpels retail boutiques, in accordance with these Conditions of Sale. For a list of available boutiques return locations please contact the Van Cleef &Arpels Client Relations Center.
To return a product purchased from a Remote Boutique, please call the Van Cleef &Arpels Boutique for details of their returns process.
Products that have not been purchased through the Sales Channels may NOT be returned to our e-boutique distribution center. For example, if you purchase a product at a retail boutique not using Pay-by-Link, you should return it at that boutique.
To return a product to our e-boutique distribution center, you must follow the steps mentioned below:
(i) Call the Client Relations Center;
(ii) Please fill out the required information on the return form enclosed with your order and sign it;
(iii) You must include in the delivery package, the completed return form along with the product, with the return authorization number, all its accessories, any free items you received as part of your order, the Service Guide, the warranty card and all other documents, in their original box;
(iv) Please seal the delivery package and affix the pre-paid airway bill received with your purchase; and
(v) Please drop-off the product at the agreed logistics partner’s network location.
You must keep a proof of return shipment, and we accept no liability in the event that such proof cannot be produced. Only merchandise received by our Van Cleef &Arpels e-boutique distribution center will be eligible for a refund or exchange.
You may be able to return the product to a Van Cleef &Arpels retail boutique. Please refer provided to our FAQs section or call the Client Relations Center for further details. You may be asked to provide information about the products for us to make a first assessment of the condition of these products.
(b) Condition of Returned Products
We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.
Van Cleef & Arpels products must be returned in a new and unused state, in perfect condition, with all protective materials in place and security tags and stickers attached to them (if applicable), as well as with the original Van Cleef & Arpels box and delivery package, including all accessories and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
If you have received free items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.
Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.
(c) Products You Cannot Return or Exchange
To the extent permitted by law, orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that have been engraved or embossed.
(d) Refunds
You may return a product purchased through the Sales Channels for refund, provided that the return complies with these Conditions of Sale. Personalized products are strictly non-refundable.
Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the Client Relations Center or Remote Boutique to discuss your options.
If the return complies with these Conditions of Sale, we will use commercially reasonable endeavours to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within fourteen (14) days after receipt of the returned item by the Van Cleef &Arpels e-boutique distribution center.
If you are returning a product purchased via the Sales Channels to a participating Van Cleef & Arpels retail boutique which is in the same country as your delivery address (please contact the Client Relations Center to find out about our participating Van Cleef & Arpels retail boutiques), you will only be entitled to receive a refund using the same means of payment as used by you when purchasing the product.
(e) Exchanges
You may return a product purchased through the Sales Channels for exchange with another [Van Cleef &Arpels] product, provided that the return complies with these Conditions of Sale, and provided the product desired for exchange is available.
In any event, the sale of the returned product will be cancelled and a new order for the product ordered must be placed.
Should a product be returned to the Van Cleef &Arpels e-boutique distribution center for exchange with a less expensive product, only the buyer of the returned product will be entitled to receive a refund of the price difference.
If a product is returned for exchange with a more expensive product, you will have to pay the price difference.
Should a product be returned for exchange to a participating Van Cleef & Arpels retail boutique which is in the same country as your delivery address for exchange with a less expensive product, you will be refunded the price difference using the same means of payment as used by you when purchasing the product. As an alternative to receiving a refund, you can at your choice receive merchandise credit. Boutique merchandise credits can only be applied to products purchased in a participating Van Cleef & Arpels retail boutique which is in the same country as your delivery address and cannot be applied to products purchased through the Sales Channels. If a product is returned for exchange with a more expensive product, you will have to pay the price difference.
Complimentary Services
The following complimentary services will be proposed, free of charge, by the Sales Channels:
(a) Gift Wrap and Packaging
All orders will be shipped with the Van Cleef &Arpels] box gift wrapped in Van Cleef &Arpels special packaging, together with a Van Cleef &Arpels shopping bag (where applicable).
(b) Engravings or Embossing
Engraving or embossing may be available on specific products, and offered only through sales transactions completed through the Client Relations Center or Remote Boutique.
If you wish to have your Van Cleef & Arpels product engraved, please provide the details to the Client Relations Center or Remote Boutique.
Orders for personalized Van Cleef & Arpels products cannot be cancelled and personalized Van Cleef & Arpels products cannot be returned to Van Cleef & Arpels for exchange or refund.
(c) Strap Exchange / Adjustment
A Van Cleef & Arpels watch strap is delivered in a standard size. The strap size can be delivered smaller or larger, upon request, by calling the Client Relations Center or Remote Boutique. Van Cleef & Arpels watch strap adjustment is also available on certain watch models. If you request a watch bracelet adjustment, the removed links will be returned to you and included in the delivery package.
(d) Gift Note
You may personalize your order by adding a personalized note that will be printed by Van Cleef & Arpels on a gift card to be included in your order package. Van Cleef & Arpels reserves the right to reject gift card notes it deems offensive or inappropriate to be sent on Van Cleef & Arpels-logo stationery.
Service
For any service inquiries relating to a product ordered through the Sales Channels, please refer to our FAQs section or contact our Client Relations Center or Remote Boutique.
Product Descriptions
We try to ensure that the information, including product descriptions, dimensions, and colours, provided on the Platforms, in advertisements or catalogues or as provided by the Client Relations Center or Remote Boutique is accurate and complete. However, to the extent permitted by law, we make no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. In particular, any description and information concerning the weight of precious materials and the number of stones and carats are provided as an indication only and may vary slightly.
Limitation of Liability
To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the products and Sales Channels whether express or implied by statute or otherwise or arising from any previous course of dealing or usage or trade practice.
Nothing in these Conditions of Sale limits or excludes our liability for any liability which cannot be limited or excluded by applicable law of Singapore. Subject to the preceding sentence, our aggregate liability to you under these Conditions of Sale for any order whether in contract, tort (including negligence) or otherwise, even if we have been advised of the possibility of such damages shall in no event exceed the one hundred percent (100%) of the price of the product(s) in your order.
General Provisions
If any provision, or part of a provision, of these Conditions of Sale is deemed to be illegal, invalid or unenforceable, the remainder of the provisions of these Conditions of Sale shall be unaffected and shall continue to be fully valid, binding and enforceable.
These Conditions of Sale (and associated terms incorporated by reference) constitute the entire agreement between you and us in relation to the order of products or services, and replace and extinguish all prior agreements, draft agreements, arrangements, undertakings, or collateral contracts of any nature made by the parties, whether oral or written, in relation to such subject matter.
We are not responsible for any failure or delay in performing or complying with our obligations under these Conditions of Sale which arises from any cause beyond our reasonable control.
The waiver by us of a breach of any provision of these Conditions of Sale will not operate to be interpreted as a waiver of any other or subsequent breach.
This contract is between us and you. No other person shall have any rights to enforce any of its terms. However, if you purchase a product as a gift, the recipient of your gift will have the benefit of the product.
Applicable law and jurisdiction
These Conditions of Sale shall be governed by and construed in accordance with the laws of Singapore.
Without any restriction to bring proceedings before a court, you and Van Cleef & Arpels will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure to agree that may arise out of or relate to the product, the Conditions of Sale or any breach thereof.
Contact us
If you have any questions or comments about these Conditions of Sale, or matters generally, please contact us at the address provided below.
Van Cleef & Arpels Client Relations Center :
Address: JustCo (Singapore) Pte. Ltd. 176 Orchard Road Floor #05-05, The Centrepoint, Singapore 238843
Tel: +65 3158 3648
Email: Client Relations Singapore
Conditions of Sale Malaysia
CONDITIONS OF SALE
DISTANCE SALES FROM E-BOUTIQUE, CLIENT RELATIONS CENTER, AND PAY-BY-LINK
Last updated: July 2023
About Van Cleef & Arpels and these Conditions of Sale
These Conditions of Sale apply to any sales of Van Cleef & Arpels products or services that you may order from our Selling Entity (as defined below):
(a) the website https://www.vancleefarpels.com/en/home.html and any associated mobile or digital applications that refer to these Conditions of Sale (the “Platforms”);
(b) at a distance by either e-mail or phone from the relevant retail boutique of Van Cleef & Arpels or our client relations center using Pay-by-Link or other digital in-store applications (the “Client Relations Center”), or
(c) at the relevant retail boutique of Van Cleef & Arpels or at an event outside of the relevant Van Cleef & Arpels boutique using Pay-by-Link or other digital in-store applications (“Remote Boutique”);
(together the “Sales Channels”).
The selling entity that will sell the products to you is Richemont Luxury (Malaysia) Sdn Bhd, Level 30, Menara AIA Sentral, No. 30 Jalan Bukit Bintang, 50250 Kuala Lumpur, Malaysia (the “Selling Entity”, “Van Cleef & Arpels”, "we", "us" and "our"):
Van Cleef & Arpels, Richemont Luxury (Malaysia) Sdn Bhd, is an affiliate of Van Cleef & Arpels, branch of Richemont International SA, which owns and edits the Platforms pursuant to the Terms of Use. If placing an order by the Platforms, you agree to be bound by the Terms of Use, which are incorporated into these Conditions of Sale. In addition, our information collection practices and the ways in which we may use and protect that information, are further set out in our Privacy Policy. By using the Sales Channels and placing orders with Van Cleef & Arpels, you agree to be bound by our Privacy Policy, which is incorporated into these Conditions of Sale by reference.
Please read these Conditions of Sale carefully. These Conditions of Sale are applicable to any order placed through the Sales Channels. Please note that before placing an order for products or services, you will be asked to agree to these Conditions of Sale. If you do not agree to these Conditions of Sale, then you will not be able to order any products or services through the Sales Channels.
All other sales concluded in person through usual physical points of sale (such as our retail boutiques) or third parties (such as authorized retailers) are not subject to these Conditions of Sale.
Updates to These Conditions of Sale
We may make changes from time to time to these Conditions of Sale so please check back regularly to keep informed of updates. The latest version of these Conditions of Sale will always be available on the Platforms. Any new version of these Conditions of Sale shall take effect immediately upon the date of posting and will govern any orders of products or services made as from that date. Any changes to the Conditions of Sale made after you have placed an order will not affect that order and your relationship with us, except as may be required by applicable law.
Purchasing Eligibility
Only individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts (eighteen); (b) have legal capacity to enter into contracts; and (c) have a shipping address in Malaysia may order products through the Sales Channels. If you are under the age of legal majority or otherwise cannot lawfully enter into a contract, you must have your parent or guardian place an order on your behalf and they will be asked to agree to these Conditions of Sale.
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 are subject to availability and acceptance of such orders by us. Products shown on the Platforms that cannot be added to the shopping bag are not available for sale via the Platforms. The Client Relations Center or Remote Boutique (as applicable) can provide more information as regards to these products. For information about the order process, please refer to our Order 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.
Account Registration & Guest Checkout
To place an order through the Platforms, you may either register and create an online account, or place an order as a guest without creating an online account by selecting the "Guest Checkout" option. Where you place an order as a guest, we may still create an account on our internal systems to record your purchase(s).
Personalized Services
Personalization services (for example engraving or embossing) or other services may be available on a selection of products. If you wish to have your product personalized, please provide the details in the Sales Channels as requested.
We reserve the right to withhold or refuse acceptance of any order for personalized products, or with a message card, 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 (except where defective), and are considered final upon receipt of a written Acknowledgement of Order and can therefore not be cancelled, as described in these Conditions of Sale. This does not affect your consumer rights under the law.
Order Process
The order process of the Platforms will include the following:
Add to Shopping Bag: Once you have chosen a product, you may place this product in your shopping bag. You may then decide to continue shopping for other products and add them to your shopping bag (subject to availability and quantity limits). Placing an item in your shopping bag does not guarantee availability for purchase, which is not confirmed until you receive a written Confirmation of Order & Shipment (not the Acknowledgement of Order), except for personalized products, where our Acknowledgement of Order constitutes our acceptance of your order and indicates the existence of a binding sales contract.
Guest/My Account Checkout: When you are ready, you then proceed to “Checkout”, either as a guest or through your registered account. You may also remove one or several products you have selected from the shopping bag as part of the checkout process.
Delivery, Review and Payment: As part of the checkout process, you add and review your order details and personal information (including e-mail, shipping address, billing address and payment information). You should carefully check and confirm all details on the order summary page before placing your order.
Placing of Order: You then check the relevant box and place your order.
In the case of an order being placed through the Client Relations Center or Remote Boutique, the Van Cleef & Arpels ambassador will walk you through the steps above and verbally ask you to confirm the details of your order.
We reserve the right, in our sole discretion, to refuse, cancel and terminate orders at any time on reasonable grounds. For example, we may refuse, terminate or cancel your order if there is an ongoing dispute concerning payment of a prior order or if we suspect, in our sole discretion, that you have engaged in (i) fraudulent activities; (ii) the import of product activities which we have not intended; or (iii) have otherwise violated these Conditions of Sale, including for example any engraving that contains language that is objectionable, unlawful or contrary to our policies.
Prices, Taxes and Shipping Cost
All prices shown or quoted by the applicable Sales Channels are in Malaysia Ringgit unless otherwise stated and include Sales and Service Tax (SST) but exclude shipping costs and other taxes unless otherwise stated.
Shipping costs, if any, are described in the Shipping Policy below or on the Sales Channels. Shipping costs are not stated on the product pages but will be added to the product price after you have chosen your delivery options. These costs will be summarised before you are asked to confirm and place your order and will also be reflected in our email correspondence with you once you have chosen your delivery options.
Please note that sales taxes associated with your purchase will vary based on the location to which products are being shipped and will be presented before you place your order. You should check updated prices and currency carefully.
We reserve the right to modify prices and delivery costs at any time without prior notice. We take reasonable care that the prices of products and delivery costs are correct at the time when the relevant information was entered into the system or communicated to you via the Sales Channels. However, it is always possible that, despite our reasonable efforts, some of the products offered through our Sales Channels or delivery costs may be incorrectly priced. If any of the products you place an order for or any delivery costs are incorrectly priced, we will contact you as soon as possible to inform you of this error. If we are unable to contact you using the contact details you have provided during the order process, we will cancel the order and notify you in writing. If we mistakenly accept and process your order where a pricing or delivery cost error occurs, we may cancel supply of the product and refund you any sums you have paid.
Please note that changes to applicable law between the date your order is placed and the date you are sent a written Confirmation of Order & Shipment may result in changes to the taxes associated with your order. If the resulting change is an increase in the taxes that you are charged, we will contact you and ask that you reconfirm your order.
Payment
We accept the methods of payment identified as part of the order process via the Sales Channels. Depending upon the means of payment, we may require additional information, including specific forms of identification.
When ordering on the Platforms using our Pay-by-Link process, you will need to enter your payment details on the appropriate form. In the case of an order placed by telephone, you will need to communicate to the Client Relations Center or Remote Boutique your complete payment details. All payment card holders are subject to validation check and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, you will need to contact your card issuer directly to solve this problem.
Other payment methods may also be subject to validation checks and authorization by the payment system providers as well. You expressly authorize us to perform security checks, where we deem necessary, to transmit or to obtain information (including any updated information) about you to or from third parties from time to time, including but not limited to your payment card details, to authenticate your identity, to validate your payment card, to obtain an initial payment card authorization and to authorize individual purchase transactions.
We accept bank wire transfer for orders placed through the Client Relations Center. We do not charge a fee for bank wire transfers for orders made through the Client Relations Center, however, some financial institutions may charge a fee for using a bank wire transfer. We require that all bank wire transfer orders placed by telephone be confirmed through an order approval process. We may acknowledge a bank wire transfer order, but the order will not be processed until the payment has been received and confirmed by us by e-mail. Please be advised that payments by wire transfer require additional processing through our ambassador and that there might be an additional waiting period before product can be released depending on the value of the product ordered. If your wire transfer payment is not credited into our bank account within seven (7) days after you have placed your order, your order will be cancelled.
Where you use a credit card/debit card or any other instant or early capture payment solution offered on the Platforms as a payment method, the full amount of your purchase may be taken immediately following the placement of your order. Pre-payment shall not impact any of your legal rights under these conditions (including for example any right of refund). If we cannot meet our shipping and/or delivery obligations set out below, we will notify you via e-mail and we will refund the pre-payment without undue delay.
Credit card companies may allow you to pay for your products in instalments. This payment method will be subject to the terms and conditions of your credit card company.
Acknowledgement of Order
Once you have made your choice and your order has been placed through the Sales Channels, you will receive a written Acknowledgement of Order (by e-mail or otherwise confirming the details of your order together with an order reference number). Please make sure that you save this order reference number for any future enquiries regarding your order. This Acknowledgement of Order is not an acceptance of your order. To confirm the order, we will conduct its usual credit, anti-fraud, security and related legal checks and, if acceptable, will then 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 Client Relations Center or Remote Boutique (as applicable) promptly.
These Conditions of Sale will be provided to you when we acknowledge your order.
Shipping Policy
We only accept orders for delivery to the address in Malaysia. Please note that we do not ship to certain addresses, such as military, certain restricted areas (such as hotels), pick-up points, or PO boxes. For further information, please refer to our FAQs section or contact the Client Relations Center or Remote Boutique.
Boutique pick-up may be offered, free of charge, to certain locations. Please refer to the FAQs section or call the Client Relations Center or Remote Boutique for more information. We will inform you by e-mail or by telephone when the product is ready for pick-up at the boutique.
Please note that not all pick-up locations are able to accommodate pick up of the product within the same time frame and that certain product is not available at all pickup locations at all times.
If you order several products, we will ship the order only once all products are available (there will be no partial shipments, unless otherwise communicated to you).
Confirmation of Order & Shipment
Upon shipment of your order, we will send you a Confirmation of Order & Shipment in writing (by e-mail or otherwise). This Confirmation of Order & Shipment constitutes our acceptance of your order and indicates the existence of a binding sales contract, except for personalized products (if available) where our Acknowledgement of Order constitutes our acceptance of your order and indicates the existence of a binding sales contract.
We reserve the right not to accept your order for any reason in our discretion. Such non-acceptance may result, for example, from the fact that the product ordered is out of stock or that we are unable to obtain authorisation for your payment or that you do not meet the terms of eligibility above.
Delivery
We will use reasonable efforts to ensure delivery by the carrier within the estimated delivery lead time from the date of our written Confirmation of Order & Shipment and in any event within thirty (30) days after that date, except if your purchase relates to a product or service that we have explained to you will take additional time to deliver, for example in the case of products or services that we personalize or produce to your specifications.
When ordering through the Sales Channels, you may be able to choose a specific delivery date as available on the Sales Channels. Any such specific delivery date remains subject to our confirmation.
If delivery of products is delayed by an event outside our control, we will inform you as soon as possible and will use reasonable efforts to minimise the effect of the delay. If we do not deliver within thirty (30) days from the date of the written Confirmation of Order & Shipment or any other time limit as indicated by us, you may contact the Client Relations Center or Remote Boutique (as applicable) to cancel the relevant order and get a refund of any sums you pre-paid us for any products which you have not received.
In any event, your sole remedy for any failure by us to deliver the order to you shall be your right to cancel the relevant order and receive a refund of sums you pre-paid us for any products which you have not received.
When estimating your delivery time, please allow time for credit approval, address verification, security checks and order processing. Please note that delivery is always subject to receiving your full payment.
We will require a handwritten or electronic signature by you, or a person at the nominated delivery address (unless arranged by you otherwise), to confirm the delivery of each product, at which point risk and responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example, as a gift), then you understand and accept that evidence of a signature by such recipient (or a person at the delivery address) is evidence of delivery and fulfilment of the sales contract by Van Cleef & Arpels and transfer of responsibility to the recipient in the same way as if the product had been delivered to you. We reserve the right to deliver products only to the person who is the intended recipient of the order as stated on the label of the parcel and to request ID check for verification purposes at the time of delivery for certain categories of products. Please refer to our FAQs section or call our Client Relations Center or Remote Boutique for more information.
Invoices
When ordering products via the Sales Channels, you will receive an invoice that will be sent to you in writing (to your e-mail address as a PDF attachment or otherwise).
Returns and Exchanges
Van Cleef & Arpels allows you or the Gift Recipient (as defined below) to return Van Cleef & Arpels products purchased through the Sales Channels within 30 days following delivery, but subject to the further terms and conditions set forth below
Return Process
Products that have been purchased through the Platforms or Client Relations Center may only be returned to our Van Cleef & Arpels e-boutique distribution center at the address of our Returns Department, as provided in our FAQs section through our Client Relations Center, or if available to selected Van Cleef & Arpels retail boutiques, in accordance with these Conditions of Sale. For a list of available boutiques return locations please contact the Van Cleef & Arpels Client Relations Center.
To return a product purchased from a Remote Boutique, please call the Van Cleef & Arpels Boutique for details of their returns process.
Products that have not been purchased through the Sales Channels may NOT be returned to our e-boutique distribution center. For example, if you purchase a product at a retail boutique not using Pay-by-Link, you should return it at that boutique.
To return a product to our e-boutique distribution center, you must follow the steps mentioned below:
(i) Call the Client Relations Center;
(ii) Please fill out the required information on the return form enclosed with your order and sign it;
(iii) You must include in the delivery package, the completed return form along with the product, with the return authorization number, all its accessories, any free items you received as part of your order, the Service Guide, the warranty card and all other documents, in their original box;
(iv) Please seal the delivery package and affix the pre-paid airway bill received with your purchase; and
(v) Please drop-off the product at the agreed logistics partner’s network location.
You must keep a proof of return shipment, and we accept no liability in the event that such proof cannot be produced. Only merchandise received by our Van Cleef & Arpels e-boutique distribution center will be eligible for a refund or exchange.
You may be able to return the product to a Van Cleef & Arpels retail boutique. Please refer provided to our FAQs section or call the Client Relations Center for further details. You may be asked to provide information about the products for us to make a first assessment of the condition of these products.
(a) Condition of Returned Products
We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.
Our products must be returned in a new and unused 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 Van Cleef & Arpels box and delivery package, including all accessories and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
If you have received free items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.
Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.
(b) Products You Cannot Return or Exchange
To the extent permitted by law, orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that have been engraved or embossed.
(c) Refunds
You may return a product purchased through the Sales Channels for refund, provided that the return complies with these Conditions of Sale. Personalized products are strictly non-refundable.
Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the Client Relations Center or Remote Boutique to discuss your options.
If the return complies with these Conditions of Sale, we will use commercially reasonable endeavours to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within fourteen (14) days after receipt of the returned item by the Van Cleef & Arpels e-boutique distribution center.
If you are returning a product purchased via the Sales Channels to a participating Van Cleef & Arpels retail boutique (please refer to our FAQs section or contact the Client Relations Center to find out about our participating Van Cleef & Arpels retail boutiques), you will only be entitled to receive your choice of a boutique merchandise credit or a refund using the same mean of payment as used by you when purchasing the product. No cash refund will be issued in respect of a return to a participating Van Cleef & Arpels retail boutique. Boutique merchandise credits can only be applied to products purchased in a participating Van Cleef & Arpels retail boutique and cannot be applied to products purchased through the Sales Channels. Please refer to our FAQs section or contact the Client Relations Center for further details.
(d) Exchanges
You may return a product purchased through the Sales Channels for exchange with another Van Cleef & Arpels product, provided that the return complies with these Conditions of Sale, and provided the product desired for exchange is available.
In any event, the sale of the returned product will be cancelled and a new order for the product ordered must be placed.
Should a product be returned to the Van Cleef & Arpels e-boutique distribution center for exchange with a less expensive product, only the buyer of the returned product will be entitled to receive a refund of the price difference.
If a product is returned for exchange with a more expensive product, you will have to pay the price difference.
Should a product be returned for exchange to a participating [Maison] retail boutique for exchange (please refer to our FAQs section or contact the Client Relations Center to find out about our participating [Maison] retail boutiques) with a less expensive product, the individual making the return will only be entitled to receive a merchandise credit of the price difference. Boutique merchandise credits can only be applied to products purchased in a participating [Maison] retail boutique and cannot be applied to products purchased through the Sales Channels. Please refer to our FAQs section or contact the Client Relations Center for further details.
Complimentary Services
The following complimentary services will be proposed, free of charge, by the Sales Channels:
(a) Gift Wrap and Packaging
All orders will be shipped with the Van Cleef & Arpels box gift wrapped in Van Cleef & Arpels special packaging, together with a Van Cleef & Arpels shopping bag (where applicable).
(b) Engravings or Embossing
Engraving or embossing may be available on specific products and offered only through sales transactions completed through the Client Relations Center or Remote Boutique.
If you wish to have your Van Cleef & Arpels product engraved, please provide the details to the Client Relations Center or Remote Boutique.
Orders for personalized Van Cleef & Arpels products cannot be cancelled and personalized Van Cleef & Arpels products cannot be returned to Van Cleef & Arpels for exchange or refund.
(c) Strap Exchange / Adjustment
A Van Cleef & Arpels watch strap is delivered in a standard size. The strap size can be delivered smaller or larger, upon request, by calling the Client Relations Center or Remote Boutique. Van Cleef & Arpels watch strap adjustment is also available on certain watch models. If you request a watch bracelet adjustment, the removed links will be returned to you and included in the delivery package.
(d) Gift Note
You may personalize your order by adding a personalized note that will be printed by Van Cleef & Arpels on a gift card to be included in your order package. Van Cleef & Arpels reserves the right to reject gift card notes it deems offensive or inappropriate to be sent on Van Cleef & Arpels-logo stationery.
Service
For any service inquiries relating to a product ordered through the Sales Channels, please refer to our FAQs section or contact our Client Relations Center or Remote Boutique.
Product Descriptions
We try to ensure that the information, including product descriptions, dimensions, and colours, provided on the Platforms, in advertisements or catalogues or as provided by the Client Relations Center or Remote Boutique is accurate and complete. However, to the extent permitted by law, we make no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. In particular, any description and information concerning the weight of precious materials and the number of stones and carats are provided as an indication only and may vary slightly.
Limitation of Liability
To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the products and Sales Channels whether express or implied by statute or otherwise or arising from any previous course of dealing or usage or trade practice.
Nothing in these Conditions of Sale limits or excludes our liability for any liability which cannot be limited or excluded by applicable law of Malaysia. Subject to the preceding sentence, our aggregate liability to you under these Conditions of Sale for any order whether in contract, tort (including negligence) or otherwise, even if we have been advised of the possibility of such damages shall in no event exceed the one hundred percent (100%) of the price of the product(s) in your order.
General Provisions
If any provision, or part of a provision, of these Conditions of Sale is deemed to be illegal, invalid or unenforceable, the remainder of the provisions of these Conditions of Sale shall be unaffected and shall continue to be fully valid, binding and enforceable.
These Conditions of Sale (and associated terms incorporated by reference) constitute the entire agreement between you and us in relation to the order of products or services, and replace and extinguish all prior agreements, draft agreements, arrangements, undertakings, or collateral contracts of any nature made by the parties, whether oral or written, in relation to such subject matter.
We are not responsible for any failure or delay in performing or complying with our obligations under these Conditions of Sale which arises from any cause beyond our reasonable control.
The waiver by us of a breach of any provision of these Conditions of Sale will not operate to be interpreted as a waiver of any other or subsequent breach.
This contract is between us and you. No other person shall have any rights to enforce any of its terms. However, if you purchase a product as a gift, the recipient of your gift will have the benefit of the product.
Applicable law and jurisdiction
These Conditions of Sale shall be governed by and construed in accordance with the laws of Malaysia.
Without any restriction to bring proceedings before a court, you and Van Cleef & Arpels will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure to agree that may arise out of or relate to the product, the Conditions of Sale or any breach thereof.
Contact us
If you have any questions or comments about these Conditions of Sale, or matters generally, please contact us at the address provided below.
Van Cleef & Arpels Client Relations Center :
Address: JustCo (Singapore) Pte. Ltd. 176 Orchard Road Floor #05-05, The Centrepoint, Singapore 238843
Tel: +65 3158 3648
Email: Client Relations Singapore
Privacy Policy
VAN CLEEF & ARPELS
Privacy Policy
Last updated: July 2024
About Van Cleef & Arpels
Van Cleef & Arpels, branch of Richemont International SA (“Van Cleef & Arpels”, "we", "us" and "our") has its registered offices at 8, Route des Biches, CH-1752 Villars-sur-Glâne, Switzerland. This is considered to be the “data controller” for the purposes of certain data protection laws and regulations.
Our Privacy Commitments
Our Privacy Policy is centred around the following three privacy commitments:
Commitment 1: Transparency & Trust - Privacy is built into all of our products and services by design and by default. We respect the trust you place in us with your personal information. We will be fully transparent with you regarding the purposes for which we use your personal information and will only use it for those specified purposes when we have a right to do so. This will include, where necessary, obtaining your explicit consent. Any material changes to how we process your personal information will be notified to you.
Commitment 2: Protecting Your Personal information - We commit to implementing leading data protection, privacy and security standards so that you feel comfortable that your personal information is protected – if there is an incident impacting your personal information, we commit to notifying you and/or relevant regulators in accordance with data breach notification requirements. Your personal information will be handled with the same protection when it is shared with third parties or when it is transferred internationally. We will only retain your personal information for as long as is necessary or for as long as required by law.
Commitment 3: Respecting Your Rights - We will respect the choices you make in relation to your personal information. We will respect the legal rights you have in relation to accessing, erasing and updating the personal information that we hold about you. We will also respect the choices you make in relation to objecting to how we process your personal information and will provide channels for you to contact us with questions or complaints.
This Privacy Policy & Updates
Please take a moment to read the following policy as well as our Cookie Policy that explains how we collect, use, disclose and transfer the personal information collected about you at any touchpoint, including on our websites, mobile applications and other digital platforms (together referred to as the “Platforms”), when you visit our boutiques or events, contact us by e-mail, telephone or online chat, or when you interact with us over social media platforms or other marketing and advertising channels. Our Cookie Policy explains how we collect information through the use of cookies and related technologies when you use our Platforms.
Where we offer our products for sale online or by phone through our 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. Other terms and conditions, such as Conditions of Service, may also apply in respect of any other services that we may provide to you.
From time to time we may update this Privacy Policy. When we do, we will publish the changes on this Platform.
Commitment 1: Transparency & Trust
Information that you provide to us or we collect about you
We collect the following personal information about you as detailed below:
General personal & user account information: To benefit from our products, services, events, boutique appointments and/or other client programmes, you may need to provide your contact details or create an account with us. You may provide personal information about yourself, including name and address, date of birth, e-mail address, telephone number, marital status, nationality and gender. Your account will store information about yourself, your purchasing history, unique account identification number, username, password, time zone, claims and repair history, as well as any conversation history.
Client 360 view data: In order to have a full understanding of our clients, we may also collect and store data about your behaviour, interests, preferences (such as products, topics, and channel and frequency of communication), wish lists, hobbies, client interactions and marketing campaign activities, customer reviews, demographic data, habits, celebration events, purchasing reviews and feedback as well as your general purchasing tendencies.
Transactional and payment information: When you purchase products and/or services, we collect additional information, such as your shipping address, proof of delivery, billing address and relevant payment information.
Identification information: We may collect identification information from you, such as passport data or national ID data, in circumstances where we need this to provide products and/or services to you.
Correspondence, call recordings, online or video chat: We collect personal information from you when you correspond with us (for example, if you contact us with a query about one of our products and/or services), when you provide your details when you visit our boutiques, contact us or our Client Relations Center by e-mail, telephone, contact form or otherwise participate in online or video chat. Please note that phone calls, online or video chat or other correspondence will on occasion be recorded for security, evidence, training, quality control, analysis and development purposes.
Social media platforms data: If you choose to interact with us via a social media platform or other third party service, we will collect the information you have provided to us through that platform, which may include behavioural data such as your browsing records and purchase history on that platform. In addition, you may grant us access to certain data from your social media profiles for social log-in purposes.
Cookie data: We also collect certain information automatically about visitors to our Platforms, described in our Cookie Policy. This may include data relating to advertising IDs, pixel tags or your unique online personal identifier.
Location data: We will collect information about your location to the extent that we provide any location services.
CCTV, video surveillance data & Wi-Fi data: In our retail boutiques, corporate premises or other areas, we collect data using CCTV or other video surveillance technology. If you register for our free Wi-Fi service at our stores, events or other premises, we may collect certain information about your device, including device or IP address, connection date and time and the location(s) at which you connected to our Wi-Fi service.
Photos & video recordings: Some of our technology products, including connected mirrors, augmented reality technologies or photo booths, collect photographs or video recordings from you. This data may also allow us to take measurements from you required for our products and/or services. We may also take photographs or make video or voice recordings of you at one of our events.
Surveys and market research: We carry out surveys and market research and we will collect your response data.
Information you provide about third parties: You may provide personal information about a third party (such as your partner or child), including name and address, date of birth, e-mail address, telephone number, marital status, wish list, hobbies and preferences.
Information we collect from third parties about you: We also may collect any of the above information about you from third parties, including our authorised dealers, social media platforms, advertising and marketing partners, analytics providers, and third parties that provide technical or strategic data services to us and we may collate such information with other information that we have. We may also collect personal information about you from publicly-available sources.
Sensitive or special categories of data: We may ask you to provide sensitive or special categories of data (for example, allergens or accessibility requirements for events), in which case we will provide you with enhanced privacy information and ask for your explicit consent at the time of our request. Otherwise, if you provide such data to us without us asking you for it, we will take the fact you have provided such data as your explicit consent for us to process it.
Purposes of processing and our legal justification for processing
We may process your personal information for the purposes listed below on the basis of the following justifications:
Consent: this is the legal basis when you have given clear consent for us to process your personal information (for example, where you consent to receiving marketing information).
Performance of a contract: the processing is necessary for a contract we are entering into with you (including compliance with our Terms of Use), or because we have asked you to take specific steps before entering into a contract (for example, processing your contact information relating to the purchase and delivery of a product).
Legitimate interests: the processing is necessary for our legitimate interests or the legitimate interests of a third party (for example, for the running of our business, protecting against fraud, or Platform security), unless there is a good reason to protect your personal information which overrides those legitimate interests.
Legal obligation: the processing is necessary for us to comply with the law (for example, a court order).
Other grounds: the processing may on occasion be necessary for other legal reasons such as to prevent and detect crime, to protect life or the processing is otherwise in the public interest.
The purposes of processing and justifications are as follows:
Service-related processing: We process your personal information for service-related purposes, including product reservations and sales, service communications, programme updates, announcements and administrative messages, such as acknowledgment and confirmation of, or changes to, orders and shipment, confirmation of, or changes to, event or appointment bookings, repair notifications as well as to notify you about changes to our terms or privacy policy. In addition, we may send you service-related messages when you abandon your shopping cart or browsing session unexpectedly – our primary justification is for the performance of a contract but we may also rely on legitimate interests (for example, to ensure you are content with your purchase and that we are providing our products and services to you in a secure, effective and efficient manner), legal obligation or consent.
Marketing-related communications and digital advertising: We process your personal information for marketing-related purposes, including sending you marketing communications (including by telephone,
e-mail, post and electronic or text messages, including WhatsApp or other one-to-one communications, and delivering personalised messages or advertising on social media or other digital platforms) relating to us and other third party partners that we think may be of interest to you. We may also share your personal information (such as your e-mail address, usually in an encrypted or ‘hashed’ form, or specific cookie data) with social media and other platforms or other service providers for the purposes of custom audience or lookalike matching, or intra-group client/prospect matching for marketing purposes – our primary justification for marketing-related communications and digital advertising processing is either consent or legitimate interests (for example, to recommend certain products to you). Where we rely on consent, you may withdraw your consent at any time by e-mailing the address below in the section headed “Contact us” or clicking on the ‘unsubscribe’ link in any marketing e-mails or text messages. Where we request your consent at multiple touchpoints (for example, in-store or on the Platforms) and at different times, any consent collected will remain valid unless you expressly opt-out.
Accounts & records: We process your personal information for the purposes of managing our accounts and records – our primary justification is for the performance of a contract but we may also rely on consent, legitimate interests (for example, to prevent fraud) or legal obligation.
Logistics, transactional and payment processing: We process your personal information for the purposes of managing and fulfilling purchase, gift and repair orders or returns, communications preferences during repairs, facilitating delivery, and providing after-sales services – our primary justification is for the performance of a contract but we may also rely on legitimate interests (for example, to ensure we are collecting payments effectively), legal obligation or consent.
Enquiries: We process your personal information for the purposes of dealing with your enquiries and requests, and offering client services to you – our primary justification is for the performance of a contract but we may also rely on legitimate interests (for example, to respond to your queries in an effective manner) or consent.
Events, appointments and communities: We process your personal information for the purposes of organising and running events, boutique appointments and membership communities, including registering you as a member, attendee or speaker, or reporting or logging a health and safety incident that you may have suffered or assisted with. We may also take photographs or make video or voice recordings of you at one of our events for promotional purposes – our primary justification is for the performance of a contract but we may also rely on consent, legitimate interests (for example, to respond to your queries or to manage and administer events) or legal obligation.
Competitions, prize draws and other promotions: We process your personal information for the purposes of running competitions, prize draws, and other promotions, and we need to collect information from you to administer such promotions – our primary justification is for the performance of a contract but we may also rely on legitimate interests (for example, to track client engagement), legal obligation or consent.
Regulatory compliance, credit checking and prevention of prohibited activities: We process your personal information for the purposes of undertaking anti-money laundering or international sanctions compliance, credit checking, prevention of fraud and other prohibited or illegal activities as part of our efforts to keep our Platforms and services secure or as otherwise required to respond to a legitimate request from a third party (for example, a regulatory or police authority or financial institution) – our primary justification is legitimate interests (for example, to prevent fraud or other crime) but we may also rely on legal obligation or consent. We reserve our rights not to provide products and/or services to you where we have a legitimate reason not to do so in accordance with applicable law.
Automated technologies & profiling: We process your personal information as part of our use of innovative technologies, including profiling technologies, artificial intelligence, machine learning and advanced algorithms, to help us identify and predict any products, diagnostics, services or other information that may be of interest to you based on the information that you provide to us or we collect from third parties (as detailed in the section ”Information we collect from third parties about you”). This may lead to automated decisions about you being taken using technology without human involvement. It may include decisions regarding our products, services, event invitations, personal benefits and other information. The purpose is to improve your experience of our products and/or services by way of offering you tailored products and/or services, and being able to respond effectively and swiftly to your feedback. This may involve, for example, techniques used to predict your behaviour and may include data clustering, data mining, data fusion or other data intelligence methods used to extract value and meaning from your personal information. This may be completely automated (such as to escalate complaints) or involve human intervention where the final decision is taken by an individual. When we use your personal information for any automated decisions and/or profiling, we will take steps to be transparent and fair and to make decisions free from bias. We will implement reasonable safeguards designed to protect any of your personal information. In certain circumstances, we will provide you with an opportunity to opt-out of automated decisions and/or profiling – our primary justification is legitimate interests (for example, to improve our Client Relations Center training) and consent.
Market research, analysis of feedback and client engagement: We process your personal information for the purposes of conducting market research (including surveys) and analysis and improve consumer engagement as a result of client feedback, comments, preferences and general use of our Platforms, products and/or services so that we can continuously improve our offerings and the products and/or services we provide to our clients – our primary justification is legitimate interests (for example, to improve our Platforms) but we may also rely on consent.
Location services: We process your personal information for the purposes of providing you with location-based services when we 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 – our primary justification is consent.
CCTV, video surveillance & WiFi processing: We process your personal information using CCTV and video surveillance data for the prevention and detection of crime, assisting law enforcement agencies in the apprehension, investigation and prosecution of offenders, ensuring the safety of our staff, visitors and property and, occasionally, to monitor in-store activity or WiFi browsing – our primary justification is legitimate interests (for example, to secure our premises) and legal obligation but we may also rely on consent.
New retail technologies: We may process your personal information for the purposes of our use of new retail technologies to provide you with enhanced in-store and online experiences, including virtual try-ons, augmented reality and product configurators. For example, we may use images or videos of your hand to generate and send you a photograph or a video clip showing product(s) on your hand – our primary justification is both legitimate interests (for example, to monitor client engagement with new technologies) and consent.
Platform support, maintenance and security: We process your personal information in connection with administering and protecting our business and the Platforms (including troubleshooting, dealing with error messages, data analysis, testing, system maintenance, support, reporting and hosting of data) – our primary justification is legitimate interests (for example, to ensure our Platforms run effectively and securely) but we may also rely on legal obligation or consent.
Receipt of products and services from suppliers: We process your personal information for the purposes of benefiting from any products or services provided by you or your organisation, where you are, or your organisation is, a supplier – our primary justification is performance of a contract but we may also rely on legitimate interests (for example, to receive services) or consent.
Authorised dealer data sharing: We process your personal information for the purposes of ensuring a seamless client experience across our authorised dealer network. You have the option to enable your account data, including your contact details and transaction history, to be shared across our network, including both to and from our authorised dealers and our boutiques, and benefit from a personalised experience when you visit our points of sale in any country – our primary justification is consent.
Business administration and legal compliance: We process your personal information for the purposes of the administration of our business or to comply with our legal obligations – our primary justification is legal obligation but we may also rely on legitimate interests (for example, to maintain our records) or consent.
Enable a corporate transaction such as a merger or acquisition: We process your personal information for the purposes of any merger or acquisition activity and we will disclose your personal information to any third party that purchases, or to which we transfer, all or substantially all of our assets and business – our primary justification is legitimate interests (for example, to facilitate discussions with third party stakeholders) but we may also rely on legal obligation or consent.
Cookie and other automated technologies: We process your personal information in accordance with our Cookie Policy – our primary justification is consent, performance of a contract and legitimate interests (for example, where cookies are strictly necessary).
Material changes
Where we materially change the way in which we process your personal information, or if we plan to use your personal information for a new purpose not set out in the section above, we will take the appropriate measures required under applicable law, such as to notify you by e-mail or other suitable means.
Our Cookie Policy
This Platform uses cookies according to our Cookie Policy. This Cookie Policy is available to users on each page of the website linked to this Privacy Policy and on each information banner regarding cookies.
Like most platforms, our Platforms log IP addresses and use cookies and similar technologies that allow us to recognise you and to customise your experience, and provide us with information about the way our visitors access our Platforms. You can find out more about how we use cookies and related technologies below.
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.
We use cookies to enhance the online experience of our visitors (for example, by remembering your language and/or product preferences) and to better understand how our Platforms are used. Cookies will tell us, for example, whether you have visited our Platforms before or whether you are a new visitor. They can also help to ensure that adverts you see online are more relevant to you and your interests.
There are two broad categories of cookies:
First party cookies, served directly by us to your computer or mobile device. They are used only by us to recognise your computer or mobile device when it revisits our Platforms.
Third party cookies, which are served by a third party service provider on our Platforms, 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. We use both 'session cookies' and ‘persistent cookies’. Session cookies exist only while your browser is open and are deleted automatically once you close your browser. Persistent 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 do we use?
The Platform serves only the following types of cookies to your computer or mobile device for the following purposes:
Technical Cookies: 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.
Functionality Cookies: 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.
Analytical Cookies: These cookies, including those from third parties (such as Google Analytics), are used to collect information about how visitors use our Platforms. This information includes the number of visitors to our Platforms, the platforms that referred them to our Platforms and the pages that they visited on our Platforms. We use this information to help run our Platforms more efficiently, to gather broad demographic information and to monitor the level of activity on our Platforms.
Advertising Cookies: These cookies, including those from third parties, are aimed at creating profiles related to you and are used to deliver adverts more relevant to you and your interests in line with your preferences expressed while surfing the web. 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, social media platforms or our display partners.
Social Cookies: These cookies are third party cookies that allow you to interact with social media platforms (e.g. share or like buttons).
How to control or delete cookies
The use of cookies does not always require your express consent. In particular, technical cookies do not require such consent as far as they are necessary to provide a service expressly requested by the user. On the other hand, your prior consent is required for functionality cookies, analytical cookies, advertising cookies and social cookies.
You have the right to withdraw your consent and refuse the use of cookies at any time and we have explained how you can exercise this right below. However, please note that if you choose to refuse cookies you may not be able to use the full functionality of our Platforms.
You can set your cookie preferences 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).
If you would like to learn more, please visit http://www.aboutads.info/choices/ and/or https://globalprivacycontrol.org/. More detail on how businesses use cookies is available at www.allaboutcookies.org. We are not responsible for effectiveness of or compliance with any third parties’ opt-out options.
Third Party Vendors & Cookies
We also benefit from data provided by third parties where you provide us with your consent to set the relevant cookies and/or other tracking technologies. We set out below a summary of the key data sources.
We use a number of Meta services and other similar products on our Platforms, including through the use of the pixel and other business products. In some circumstances, Meta or the other platform provider acts as our data processor and in other circumstances, they are a joint data controller (for example, Meta with respect to Custom Audiences). Further details of how they process your personal information, the legal basis they rely on, your rights and contact details can be found on the relevant platform.
About Advertising
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 evaluate advertisement success based on ad views and ad interactions, and to adapt our media to better fit your interests.
Third party tracking technologies are not controlled by us, even if they are associated with our Platforms or our ads. Statements regarding our practices do not apply to the methods for collecting information used by these third parties and others or the use of the information that such third parties collect. The relevant third party’s terms of service, privacy policy, permissions, notices and choices should be reviewed regarding their collection, storage and sharing practices. We make no representations regarding the policies or practices of third party advertisers or advertising networks or exchanges or related third parties, such as Meta.
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” in our Cookie Policy. We are not responsible for effectiveness of or compliance with any third parties’ opt-out options.
Commitment 2: Protecting Your Personal Information
Protecting your personal information
We want you to feel confident about sharing your personal information with us, and we are committed to protecting the personal information we collect by implementing leading data protection, privacy and security standards. 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 Platforms, 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.
Sharing your personal information
We only share personal information with others when we are permitted by law to do so. When we share personal information with others, we put contractual arrangements and security mechanisms in place to protect the personal information shared and to comply with our data protection, confidentiality and security standards and obligations. We share your personal information with third parties in the following circumstances:
Our affiliated group companies: We may share your personal information with our affiliated group companies for the purposes specified above, where we are permitted by law to do so (including where we have a lawful basis to do so).
Service providers (including data processors): We will disclose your personal information to our appointed third party service providers (which may process your personal information as data processors on our behalf), including for the purposes of providing online and other payment services, handling credit checks and fraud prevention, product shipment, cloud storage and any other services required in order for us to use your personal information for the purposes specified in this Privacy Policy. In certain circumstances, certain fraud-prevention service providers consider themselves to be independent data controllers.
Regulatory, authority and other third party disclosures: We will disclose your personal information to any law enforcement agency, court, police, regulator, government authority or any other third party, including a relevant financial institution, where we believe this is necessary to comply with a legal or regulatory obligation, to protect our rights or the rights of any third party, or where it is otherwise in the public interest or our legitimate interests or those of a third party (for example to respond to a request from a third party to disclose personal information to investigate an alleged crime, to check that we are complying with applicable law and regulations, or to establish, exercise or defend legal rights). In addition, we may share your data with insurance providers and/or lost or stolen organisations to facilitate the recovery of any lost or stolen items.
Authorised dealers: Where you interact with our authorised dealer network, we may ask for your consent to share your personal information with an authorised dealer from time to time for the purposes of: (i) providing you with services you have requested; (ii) improving your client journey and experience within boutiques when interacting with our products and services and/or our authorised dealers; (iii) ensuring that the information we hold about you is accurate and up to date, including registering purchases, warranty extensions and other transactions, as well as recording your marketing preferences; and (iv) managing client and vendor relationships to improve co-operation with our authorised dealers and provide you with bespoke client experiences with us. In circumstances where an authorised dealer may require access to the information we hold about you, we will seek your permission to share your personal information with an authorised dealer prior to granting such access. Where you grant permission to share your personal information with an authorised dealer, we will maintain industry leading measures to ensure the continued security of your personal information. Where your personal information is shared with an authorised dealer, both the relevant authorised dealer and us may simultaneously be acting as an independent data controller and/or data processor in respect of your personal information, depending upon how we or our authorised dealer are interacting with you.
Mergers & acquisitions: We will disclose your personal information to any third party that purchases, or to which we transfer, all or substantially all of our assets and business. Should such a sale or transfer occur, we will use reasonable efforts to try to ensure that the entity to which we transfer your personal information uses it in a manner that is consistent with this Privacy Policy.
Social media platforms and other third party digital vendors: We may share your personal information with social media platforms as explained above or in the Cookie Policy.
Transferring your personal information globally
Personal information we collect may be transferred to, stored and processed in any country or territory where one or more of our affiliated group companies or any third party listed in the section headed “Sharing your personal information” above are located or maintain facilities. Some of these third parties will use cloud-based storage solutions. While other territories may not have the same standards of data protection as those within your home country, we will continue to protect the personal information we transfer in accordance with this Privacy Policy.
Privacy risk assessments
We may periodically conduct risk assessments related to the processing of your personal information, especially when introducing new technologies or functionalities. In certain circumstances, these new technologies or functionalities may require us to provide enhanced privacy notices and/or consent forms to ensure that we continue to meet our privacy commitments towards you.
Retaining your personal information
We keep your personal information only for as long as is necessary for our purposes of processing, and in particular to protect ourselves in the event of a legal claim (for example, information relating to a contract with you will be kept for the lifetime of the contract and up to ten years after) as well as necessary to comply with statutory retention obligations. After this period it will be deleted or in some cases anonymised. Where we have your consent to process your personal information and we have no other lawful basis to continue with that processing, if you subsequently withdraw your consent we will delete your personal information.
If you request that we no longer send you direct marketing communications or you exercise your right to be forgotten, we will keep a record of your request and contact details to ensure that your request is respected.
Commitment 3: Respecting your rights
We commit to respecting your rights. If you wish to exercise any of the rights set out below, which are available to you under applicable law, please write to us at the address listed below.
Right of access
You have the right to ask for access to any personal information that is being processed by us.
Right to erasure / restriction of processing
In some circumstances, you have the right to request the erasure of your personal information or to restrict how we use it.
Right to update or correct
You have the right to ask us to correct any inaccurate personal information and to update any out-of-date personal information.
Right to object
You have in certain circumstances the right to object, on grounds relating to your particular situation, at any time to the processing of personal information concerning you which is carried out on the basis of legitimate interests or in the public interest.
Furthermore, you have the right to object where your personal information is processed for direct marketing purposes.
Right to data portability
In some circumstances, you have the right to request from us the personal information concerning you that you have provided to us in a structured, commonly used, machine-readable format.
Right to withdraw consent
If you have given us consent to process your personal information, you can withdraw this consent at any time with effect for the future. The withdrawal does not affect the lawfulness of the processing carried out on the basis of this consent until the withdrawal.
Right to complain
If you have a concern about how we use your personal information, as a first step please contact us using the details set out below and we will do our best to resolve your concern. After investigating your concern, we will respond to you in writing within a reasonable time setting out our proposed remedial action.
If you think we have processed your personal information in a manner that is unlawful or breaches your rights, you also have the right to complain to a relevant data protection authority, for example in your place of residence, or the jurisdiction in which the processing took place.
Right to object to advertising using e-mail
In the event that we have obtained your e-mail address in connection with the sale of a product and/or service and use your e-mail address for direct advertising of our own similar products and/or services, you may object to such use of your e-mail address at any time with effect for the future by e-mailing the address below in the section headed “Contact us” or clicking the ‘unsubscribe’ link in any of our marketing e-mails.
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.
Children
The Platforms are not directed at anyone who we know to be a child in the relevant country of data collection (for example, in the US this is under 13 and in certain European countries this is under 16), nor do we collect any personal information from anyone who we know to be a child unless we have parental or guardian consent. Children should not use the Platforms and should not submit any personal information to us without parental or guardian consent.
Contact us
If you have any questions, comments or complaints about this Privacy Policy or Cookie Policy, or privacy matters generally, please contact us at the address provided below. You can also use this address if you wish to request access to the personal information about you that we process or to unsubscribe from any further e-mail marketing communications.
[please insert for each country]
Australia
client.relations.au@vancleefarpels.com
+61 2 7230 9600
Level 8, 74 Castlereagh Street
Sydney, NSW 2000, Australia
Hong Kong
client.relations.hk@vancleefarpels.com
+852 81007887
1 Connaught Place, 3-39F
Hong Kong
Japan
japan@clients.vancleefarpels.com
0120-10-1906
Hanzomon First Building 1-4 Kojimachi, Chiyoda-ku Tokyo, Japan 102-0083
Malaysia
client.relations.asia@vancleefarpels.com
+60 321429979
Pavilion KL, Level 3, lot 3.43
168, Jalan Bukit Bintang,
Kuala Lumpur Malaysia 55100 Malaysia
New Zealand
zealand@clients.vancleefarpels.com
+64-98874422
Units F-G, 22-24 Queen Street
Auckland 1010 New Zealand
Singapore
client.relations.sg@vancleefarpels.com
+65 3158 3648
501 Orchard Road , #12-01 Wheelock Place , Singapore 238880
Taiwan
vcaclientrelationstw@vancleefarpels.com
+886 800699700
12 FL, No. 109, Min Sheng E. Road, Sec. 3,Taipei, Taiwan, China
Thailand
client.relations.asia@vancleefarpels.com
+66 24304545
991 Rama I Road
Unit MH1 FL. - Siam Paragon Shopping Center,
Bangkok 10330 Thailand
Vietnam
client.relations.asia@vancleefarpels.com
+84 2838614228
L1-01B2, Union Square
171 Dong Khoi,
Ho Chi Minh City Vietnam
Terms & Conditions
WEBSITE TERMS & CONDITIONS
Last updated: September 2016
About Van Cleef & Arpels and these Terms of Use
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.
These Terms of Use govern your use of Van Cleef & Arpels websites and mobile applications (together the “Platforms”). In these Terms of Use, we use the term Van Cleef & Arpels (and "we", "us" and "our") to refer to the head office of Van Cleef & Arpels at the registered address above and its affiliates.
Please read these Terms of Use carefully before using the Platform. By using the Platform, you signify your assent and agreement to these Terms of Use. If you do not agree to these Terms of Use, then you are not authorised to continue use of the Platform.
Updates to these Terms of Use
We may make changes from time to time to these Terms of Use so please check back regularly to keep informed of updates. The latest version of these Terms of Use will always be available on the Platform. Any new version of these Terms of Use shall take effect and will govern the use of the Platform and your relationship with us immediately upon the date of posting. By continuing to use the Platform, you agree to be bound by the terms of these updates and amendments.
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.
Our privacy policy
Our information collection practices on the Platforms, such as the types of information we collect regarding visitors to the Platforms and the ways in which we may use that information, are governed by the terms of our Privacy Policy.
Van Cleef & Arpels e-Boutique – Conditions of Sale
Customers purchasing products online or by phone through the Van Cleef & Arpels Client Relations Centre must read the Conditions of Sale, which will govern the terms and conditions of any such purchases. The provisions entitled "Limitation of liability" below do not cover the sale of products online of over the phone and please refer to the Conditions of Sale for the relevant exclusions and limitations of liability.
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.
You are not authorised to sell, reproduce, distribute, communicate, modify, display, publicly perform, report or otherwise prepare derivative or second hand works based on or use any Van Cleef & Arpels Material in any way for any public or commercial purposes. Furthermore, Van Cleef & Arpels Material may not be displayed or communicated on any other platform, in a networked computer environment or on any other digital platform for any purpose whatsoever. In the event of breach of any of these Terms of Use, your permission to use Van Cleef & Arpels Material will automatically terminate and any copies made of Van Cleef & Arpels Material must be immediately destroyed. Any unauthorised use of Van Cleef & Arpels Material may infringe copyright laws, trademark laws, the laws of privacy and publicity, and communications regulations and statutes.
Your submissions and unsolicited communications
This section concerns communications sent to Van Cleef & Arpels. It does not concern the communication of personal information to Van Cleef & Arpels in relation to customer enquiries, the use of services or the purchase of products by phone or through the Platform. The latter is governed by the rules stipulated in the Privacy Policy.
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’ 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.
Trademark notice
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.
Copyright notice
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
You agree that Van Cleef & Arpels may terminate or suspend your access to and use of the Platforms if Van Cleef & Arpels reasonably believes that you have violated or acted inconsistently with the letter or spirit of these Terms of Use, or violated the rights of Van Cleef & Arpels, its affiliated companies or any third party, with or without notice to you. You agree that Van Cleef & Arpels may modify or discontinue providing any of the Platforms, with or without notice to you. You agree that Van Cleef & Arpels will not be liable to you or any third party as a result of such modification or discontinuation. The provisions entitled "Limitation of liability" and "General provisions" will survive termination of these Terms of Use.
General provisions
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.
If any provision, or part of a provision, of these Terms of Use is found to be illegal, invalid or unenforceable, that provision or part-provision shall be deemed not to form part of these Terms of Use, and the legality, validity or enforceability of the remainder of the provisions of these Terms of Use shall not be affected, unless otherwise required by operation of applicable law.
These Terms of Use constitute the entire agreement between you and us in relation to the use of the Platform, and replace and extinguish all prior agreements, draft agreements, arrangements, undertakings, or collateral contracts of any nature made by the parties, whether oral or written, in relation to such subject matter.
The waiver by Van Cleef & Arpels of a breach of any provision of these Terms of Use will not operate to be interpreted as a waiver of any other or subsequent breach.
Applicable law and jurisdiction
These Terms of Use shall be governed by and construed in accordance with the laws of Switzerland, without reference to conflict of laws provisions. Any dispute, controversy or claim arising out of or in relation to the Terms of Use, including the validity, invalidity, breach or termination thereof, shall be adjudicated or arbitrated in accordance with said Terms of Use. Where the laws of Switzerland are different to the mandatory consumer laws in your own country, we will afford you with similar protection.
Contact us
If you have any questions or comments about these Terms of Use, or matters generally, please contact us at the address provided below. You can also use this address if you wish to request a copy of the personal data we hold about you.
client.relations.sg@vancleefarpels.com
2, rue du Quatre-Septembre, 75002 Paris, France
CREDITS
Conception and design
Area 17
Development
AKQA
Content design
Area 17
Digital Prod
Mazarine
Lasco
Super Lover
Agence WEWE
Agence Extrême
Agence Ôpos
Agence Anais Concept
Agence Chez Voltaire
Fonts
Milieu Grotesque
Linotype
Editorial - High Jewelry
Joosnabhan
Translation
Datawords
Corporate Editions
Video production
BETC
I-réel
Iena production
Walter films
Photographers
Patrick Gries © Van Cleef & Arpels
Sonia Sieff © Van Cleef & Arpels
Olivia Bee © Van Cleef & Arpels
Erik Madigan Heck © Van Cleef & Arpels
Valérie Belin © Van Cleef & Arpels
Photographers – Boutiques
Americas
Olivier Blouin
Geneviève Garrupo
John Reilly
Ken Hayden
Richard Cadan
George Pimentel
Andrew lateille
Alex Nye
Asia-Pacific
Mana-Ka - Jimmy Cohrssen
RL Studio – Rikki Li
Studio Box - Dong Kyun Park
Sungho Park
Chow Tzy Foong
Europe
Michael Campi
Eric Laignel
Giuliano Berarducci
Julien Millet
Kalory
Japan
Nomura Kogei - Makihiko KUMEBAWA
Daisuke Murakami
Nakasa & Partners – Takeshi Nakasa
Middle East
GECKO MEDIA FZ LLC - Karl Jeffs
Analog production – Alexander Gresser
Illustrators & Artists
Charlotte Gastaut
Aurore de la Morinerie
Lorenzo Mattotti
Alexandre Benjamin Navet
Guiseppe Basile
High Jewelry
Patrick Gries © Van Cleef & Arpels
Sonia Sieff © Van Cleef & Arpels
All content in this website unless otherwise specified is © Van Cleef & Arpels – All rights reserved
Distance Sales From retail boutiques Singapore
VAN CLEEF & ARPELS SINGAPORE DISTANCE SALES FROM RETAIL BOUTIQUES CONDITIONS OF SALE
1. GENERAL
The following terms and conditions and any other related rules that are adopted by Van Cleef & Arpels and made available as provided herein (collectively, the “Conditions of Sale”) shall apply to all sales of products that you (the “Customer” or “you”) may order from Richemont Luxury (Singapore) Pte. Ltd., 501 Orchard Road, #12-01 Wheelock Place, Singapore 238880 (“Van Cleef & Arpels”, or referred to herein as “us”, “our” or “we”) by e-mail or phone at a distance via the relevant retail boutique of Van Cleef & Arpels (together the “Van Cleef & Arpels Boutique”).
These Conditions of Sale are applicable to any order placed through the Van Cleef & Arpels Boutique. If you refuse to accept these Conditions of Sale, you will not be able to order any Van Cleef & Arpels products from the Van Cleef & Arpels Boutique. Sales concluded through Van Cleef & Arpels authorized retailers are not subject to these Conditions of Sale.
In addition, our information collection practices and the ways in which we may use and protect that information, are further set out in our Privacy Policy. Persons wishing to use the Van Cleef & Arpels Boutique will also be deemed, by virtue of such use, to have agreed to be bound by the Privacy Policy, which are incorporated into these Conditions of Sale by reference (and are available here: https://www.vancleefarpels.cn/cn/en/others/legal-page.html).
The Conditions of Sale and Privacy Policy may be updated at any time by us without notice.
2. PURCHASING ELIGIBILITY
Only individuals (and not legal entities) who (a) have legal capacity to enter into contracts and (b) have a shipping address in the country or countries listed in Clause 12 may order products through the Van Cleef & Arpels Boutique. If you are under the age whereby you have full legal capacity to lawfully enter into a contract, you must have your parent or guardian place an order on your behalf and thereby assent to these Conditions of Sale.
By placing an order through the Van Cleef & Arpels Boutique, you represent and warrant that you are a bona fide end-user customer and will not deliver, sell or otherwise distribute Van Cleef & Arpels products or purchase Van Cleef & Arpels products for commercial purposes or any other commercial benefit.
3. PRODUCT AVAILABILITY; QUANTITY
Quantity limits may apply in relation to certain products. Van Cleef & Arpels further reserves the right to refuse at any moment in time, without prior notice, orders exceeding a certain number of authorized products.
4. ORDERS
In order to place an order, the Van Cleef & Arpels Sales Associate will discuss the process with you over the telephone or by e-mail.
Notwithstanding anything to the contrary provided for herein, Van Cleef & Arpels reserves the right to refuse, cancel and terminate orders at any moment in time. For example, Van Cleef & Arpels may refuse, terminate or cancel your order if there is an ongoing dispute concerning payment of a prior order or if Van Cleef & Arpels suspects, in its sole discretion, that you have engaged in fraudulent or
grey market activities or have otherwise violated these Conditions of Sale or the policies incorporated herein by reference.
5. PRICES, TAX AND SHIPPING COSTS
All prices quoted by the Van Cleef & Arpels Boutique are in Singapore Dollars.
Van Cleef & Arpels reserves the right to modify prices and delivery costs at any time without prior notice. The price of a product and delivery costs quoted by the Van Cleef & Arpels Boutique, at the time Van Cleef & Arpels provides you with a Confirmation of Order, will be honored by Van Cleef & Arpels.
Actual shipping costs and applicable taxes, if any, will be reflected on your payment page before you are asked to confirm and place your order and will also be reflected in the Confirmation of Order. Sales and use taxes will vary based on the location to which products are being shipped. Delivery costs and estimated sales and use taxes are not stated on the product pages but will be added to the product price, if applicable, after you have chosen your delivery location and options.
Please note that changes to applicable law between the date your order is placed and the date you are sent a Confirmation of Order may result in changes to the sales tax associated with your purchase. If the resulting change is an increase in the sales tax you are charged, we will contact you and ask that you reconfirm your purchase.
6. PAYMENT
We accept the methods of payment offered through the Van Cleef & Arpels Boutique.
We offer you the ability to prepay for your products, either as a full prepayment or a partial prepayment. Where we offer partial prepayment as an advance payment method, the partial prepayment will be taken immediately following the placement of your order. Prepayments (in whole or in part) are non-refundable. However, prepayments shall not impact any of your legal rights under these Conditions of Sale (including for example any right of withdrawal and/or refund). If we cannot meet our shipping and/or delivery obligations set out below, we will notify you via e-mail and we will refund the pre-payment without undue delay.
When paying by payment link, you will need to enter your payment details on the appropriate form. In the case of an order placed by telephone, you will need to communicate to the Van Cleef & Arpels Boutique your credit/debit card number and your three or four digit security code that is printed on the back or the front of your card (CVV2/CVC2/CID).
All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Van Cleef & Arpels, you will need to contact your card issuer directly to solve this problem.
In order to process your order, we may perform security checks on your credit card. The full amount of your purchase will be blocked on your credit card until your order is shipped to the shipping address you have provided to Van Cleef & Arpels, at which point in time you will be sent a Confirmation of Order and your credit card will be charged the applicable purchase price. By submitting an offer to purchase Van Cleef & Arpels products through the Van Cleef & Arpels Boutique, you expressly authorize Van Cleef & Arpels to perform security checks, where Van Cleef & Arpels deems necessary, to transmit or to obtain information (including any updated information) about you to or from third parties from time to time, including but not limited to your credit-card number, to authenticate your
identity, to validate your credit card, to obtain an initial credit card authorization and to authorize individual purchase transactions.
7. REVIEW AND CONFIRMATION
In the case of an order being placed through the Van Cleef & Arpels Boutique, the Van Cleef & Arpels Sales Associate will verbally ask you to confirm the details of your order.
8. ACKNOWLEDGMENT OF ORDER
Once you have made your choice and your order has been placed, you will receive an e-mail acknowledging the details of your order and your payment (“Acknowledgement of Order”). This Acknowledgment of Order is not an acceptance of your order. Following the transmission of the Acknowledgment of Order, Van Cleef & Arpels will conduct its usual credit, anti-fraud, security and related legal checks and, if acceptable, will then process your order.
These Conditions of Sale will be provided to you with the Acknowledgment of Order. Please carefully review these Conditions of Sale upon receipt.
9. CONFIRMATION OF ORDER
Upon shipment of your order, following completion by Van Cleef & Arpels of its anti-fraud, security and related legal checks, Van Cleef & Arpels will send you in writing (by email or otherwise) a written confirmation (“Confirmation of Order”). The written Confirmation of Order constitutes the acceptance of your order by Van Cleef & Arpels and indicates the existence of a binding sales contract.
10. PROOF OF AGREEMENT
The Acknowledgment of Order and Confirmation of Order that are sent to you are deemed to be received when you are able to access them.
The Acknowledgment of Order, Confirmation of Order and any automatic recording systems used by the Van Cleef & Arpels Boutique will be proof of a binding agreement between you and Van Cleef & Arpels.
11. COMPLIMENTARY SERVICES
Engraving or embossing may be available on a selection of products. Belt adjustment, may be available on a selection of leather belts. If you wish to have your product engraved, embossed or adjusted, please provide the details to the Van Cleef & Arpels Boutique.
Van Cleef & Arpels reserves the right to withhold or refuse acceptance of any order for personalized products, or with a message card, that contains language that is objectionable, unlawful or contrary to Van Cleef & Arpels policies.
Personalized products cannot be returned to Van Cleef & Arpels for refund or exchange.
12. SHIPPING POLICY
We only accept orders for delivery to addresses in Singapore. Please note that Van Cleef & Arpels does not ship to military or certain restricted areas, PO boxes, or hotels.
Boutique pick-up may be offered, free of charge, to certain locations. Please refer to the Van Cleef & Arpels Boutique for more information. Van Cleef & Arpels will inform you by email or by telephone when the product is ready for pick-up at the boutique.
If you order several products, Van Cleef & Arpels will ship the order only once all products are available (no partial shipments).
We will use commercially reasonable endeavours to deliver the products, or to ensure the delivery by our third party shipping provider, on the estimated delivery date mentioned in your order.
When estimating package delivery time, please allow time for credit approval, address verification and order processing. Please note that it is always subject to receiving your full payment.
13. DELIVERY
We will require a handwritten or electronic signature by you, or an adult acting on your behalf, to confirm the delivery of each Van Cleef & Arpels product, at which point responsibility for your purchased goods passes to you.
14. INVOICES
When ordering products through the Van Cleef & Arpels Boutique, you will receive, as the buyer, an invoice that will be sent to you in writing (to your email address as a .pdf attachment or otherwise). You may also at any time later request an invoice by calling the Van Cleef & Arpels Boutique. Van Cleef & Arpels may request that you provide proper identification as a condition to comply with such request.
In order to ensure your satisfaction, you may return Van Cleef & Arpels products in accordance with the return and exchange policy set forth below. Returns of Van Cleef & Arpels products that are not in compliance with the conditions and timeframes set forth below may be rejected by Van Cleef & Arpels and will be sent back to you.
15. RETURN POLICY
15.1. Return Period
Van Cleef & Arpels allows you to return in the country or countries listed in Clause 12, Van Cleef & Arpels products purchased through the Van Cleef & Arpels Boutique within thirty (30) days from the day you received your product, subject to the further terms and conditions set forth below.
15.2. Return Process
To return a product to a Van Cleef & Arpels retail boutique, please call the Van Cleef & Arpels Boutique for details of their returns process (first to confirm the appointment with your selected Van Cleef & Arpels retail boutique). You may be asked to provide photos of the products for us to make a first assessment of the condition of these products.
15.3. Condition of Returned Products
Van Cleef & Arpels will verify that the returned product satisfies the conditions of the return policy and, if so, then proceed with the applicable refund or exchange.
Van Cleef & Arpels products must be returned in a new and unused 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 Van Cleef & Arpels box and delivery package, including all accessories and documents. Van Cleef & Arpels will not accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way. Perfume bottles that have been used or opened cannot be returned.
Personalized products cannot be returned to Van Cleef & Arpels for refund or exchange. This includes, without limitation, products that have been engraved or embossed, that have been adjusted.
If you have received free items as part of your order, they must be returned with the products.
Watch bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package.
All returns will be subject to strict Quality Control (QC) by Van Cleef & Arpels to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, Van Cleef & Arpels will refuse the return, and the products will be sent back to you. If the returned product satisfies Quality Control (QC), Van Cleef & Arpels will proceed with the applicable refund or exchange.
Failure to comply with the return process above or the return conditions will entitle Van Cleef & Arpels to refuse the returned product and send it back to you, at your own cost.
15.4. Refunds
You may return a product purchased through the Van Cleef & Arpels Boutique for refund, provided that the return complies with these Conditions of Sale.
Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the Van Cleef & Arpels Product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund.
If the return complies with these Conditions of Sale, Van Cleef & Arpels will use commercially reasonable endeavours to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within fourteen (14) days after receipt of the returned item by the Van Cleef & Arpels Boutique.
15.5. Exchanges
You may return a product purchased through the Van Cleef & Arpels Boutique for exchange with another Van Cleef & Arpels product, provided that the return complies with these Conditions of Sale.
In any event, the sale of the returned product will be cancelled and a new order for the product ordered must be placed.
Should a product be returned for exchange with a less expensive product, only the original buyer of the returned product will be entitled to receive a refund of the price difference.
If a product is returned for exchange with a more expensive product, you will have to pay the price difference.
16. MANUFACTURER’S GUARANTEE
Van Cleef & Arpels is extremely cautious in ensuring that each product strictly complies with our quality criteria and that it has passed all our controls, both technical and aesthetic.
Selected products are covered by the Van Cleef & Arpels International Guarantee. If you wish to repair a product covered by the Van Cleef & Arpels International Guarantee, please refer to the Van Cleef & Arpels International Guarantee, and call our Van Cleef & Arpels Boutique for more information.
If you receive a product that is covered by the Van Cleef & Arpels International Guarantee and seems to have defects originally caused by Van Cleef & Arpels (originally defective), please return it to Van Cleef & Arpels in accordance with the return process above.
17. LEGAL GUARANTEE
In your capacity as consumer, you may have legal rights under Singapore law governing the sale of consumer goods; those legal rights are not affected by these Conditions of Sale.
18. REPAIRS
For any repair inquiries relating to a product ordered online, please contact our Van Cleef & Arpels Boutique.
19. ACCURACY OF PRICING, PRODUCT DESCRIPTIONS
While Van Cleef & Arpels endeavours to verify the accuracy of any information it provides, in advertisements or catalogues or as provided by the Van Cleef & Arpels Boutique, it makes no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. Van Cleef & Arpels does not confirm the price of a Van Cleef & Arpels product until an Order Confirmation has been issued by Van Cleef & Arpels, indicating the existence of a binding sales contract.
20. FINAL PROVISIONS
Information and complaints. In case of any inquiry or complaint please contact our Van Cleef & Arpels Boutique on the telephone number and email address provided.
Entire Agreement. The Conditions of Sale, including policies incorporated herein (e.g., Privacy Policy) constitute the entire agreement between you and Van Cleef & Arpels regarding your purchase of Van Cleef & Arpels products through the Van Cleef & Arpels Boutique, and supersede any prior conditions of sale.
Severability. In the event that any provision of the Conditions of Sale shall be determined to be partially void or unenforceable by any court having jurisdiction and for any reason whatsoever, it shall be void or unenforceable to that extent only and no further and the validity and enforceability of any of the other provisions of the Conditions of Sale shall not be affected.
21. GOVERNING LAW
These Conditions of Sale shall be governed by and construed in accordance with the laws of Singapore.
22. JURISDICTION
The courts of Singapore shall have exclusive jurisdiction over any disputes arising out of or in connection with these Conditions of Sale.
Without any restriction to bring proceedings before a court, you and Van Cleef & Arpels will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure to agree that may arise out of or relate to the product, the Conditions of Sale or any breach thereof.
