FAQ

How do I subscribe/unsubscribe to your emails ?

To subscribe to our newsletter, please submit your email address through the webform found in the contact section of our website. To unsubscribe, kindly follow the "unsubscribe" link in any of the email messages you have received.

Is my personal information private ?

Yes, all data and payment information submitted through our e-Boutique is safely secured by SSL encryption. For further details regarding data use, kindly refer to our Privacy Policy.

How do I shop/place an order online/via phone ?

Web orders are not available at the moment. Should you wish to place an order by phone, please contact the Vacheron Constantin Concierge at +44 208 585 1755

Are all products available for purchase via phone ?

Most creations are available for purchase via phone, with the exception of some high complication watches, and unique pieces.

How can I inquire about the price of a product if it is not displayed on the website ?

Please contact our Concierge at +44 208 585 1755 or your closest point of sale

Can I save a product for later ?

Due to the limited number of our pieces, we do not offer product reservations.

Can I change or cancel my order once it has been placed?

Please direct any inquiries to the Vacheron Constantin concierge at +44 208 585 1755 in order to know if your order can be changed or cancelled.

Is shopping online with you secure?

Yes, all data and payment information submitted through our Concierge is safely secured by SSL encryption (https).  We do not retain your payment information, including credit card numbers or PayPal account details.

How many products can I purchase in one order?

You can order a maximun of 5 items in one order.

How will I know my order has been placed?

Once your order has been approved, you will receive an email. If you have any inquiry after placing an order, our Concierge will be pleased to help you (+44 208 585 1755)

How will my order be packaged?

All our products are sent in their box, wrapped and placed in a secured white cardboard box.

Which (secure) payment methods are available?

PayPal and credit card (Visa, MasterCard, American Express) may be used for all purchases. Orders valued at €2000/£2000 or higher may be paid via bank transfer.

Can I select the currency I pay in?

Payments are made in the currency of the delivery country.

Is it possible to charge a single order to multiple cards?

Orders must be paid in full via a single payment method.

When will I be charged for my order?

- Credit card and PayPal: Your credit card is charged once your order is shipped; however, your account may show a pre-authorization hold of the payment immediately.
- Bank Transfer: You will be charged as soon as you have made the transfer.

May I change the payment method after placing my order?

Once an order is placed, it is not possible to change the payment method.

Will I be charged tax and/or duty on my order?

Product prices quoted include applicable VAT based on the shipping country. Parcels shipped within the European Union are not subject to duty.

What is a CVV?

The CVV Number ("Card Verification Value") on your credit card or debit card is a 3 digit number on VISA®, MasterCard® and Discover® branded credit and debit cards. On your American Express® branded credit or debit card it is a 4 digit numeric code.
Your CVV number can be located by looking on the back of your credit or debit card.
Providing your CVV number to an online merchant proves that you actually have the physical credit or debit card - and helps to keep you safe while reducing fraud.

Is my payment secure / Is it safe to use my credit card online?

Yes, all data and payment information submitted through our Concierge is safely secured by SSL encryption (https).  We do not retain your payment information, including credit card numbers or PayPal account details.

Do you offer financing?

We do not offer financing solutions for the moment.

Which countries do you accept payment from?

We accept payment from the list of countries below: Albania, ​Andorra, ​Armenia, ​Australia, ​Austria, ​Azerbaijan, ​Belarus, ​Belgium, ​Bosnia and Herzegovina, ​Brazil, ​Bulgaria, ​Canada, ​Chile, ​China, ​Croatia, ​Cyprus, ​Czech Republic, ​Denmark, ​Estonia, ​Finland, ​France, ​Georgia, ​Germany, ​Greece, ​Hong Kong, ​Hungary, ​Iceland, ​India, ​Ireland, ​Israel, ​Italy, ​Japan, ​South Korea, ​Kuwait, ​Latvia, ​Liechtenstein, ​Lithuania, ​Luxembourg, ​Macau, ​Macedonia, ​Malaysia, ​Malta, ​Mexico, ​Moldova, ​Monaco, ​Montenegro, ​Netherlands, ​New Zealand, ​Norway, ​Oman, ​Poland, ​Portugal, ​Puerto Rico, ​Qatar, ​Romania, ​Russia, ​San Marino, ​Saudi Arabia, ​Serbia, ​Singapore, ​Slovakia, ​Slovenia, ​South Africa, ​Spain, ​Sweden, ​Switzerland, ​Taiwan, ​Turkey, ​Ukraine, ​United Arab Emirates, ​United Kingdom, ​US Virgin Islands, ​United States, ​Algeria, Morocco, Tunisia.

I am visiting from outside the EU. Can I claim VAT back on purchases made online? OR I am visiting Switzerland, can I claim VAT back on purchases made online?

 VAT refund is applicable in our boutiques or for online order exclusively made via telephone, and which meet certain conditions. Please contact our Concierge at +44 208 585 1755.

What shipping methods are available? What are your shipping fees?

We offer three methods of delivery, the price of which is calculated upon selection.
• Standard: 5-7 business days*
• Express: 1-3 business days*
• Express Before Noon: next business day, before noon*
Please note, delivery times are estimates.
*: delivery options available will be confirmed by our Concierge when you place your order.

Which countries do you ship to?

The countries we ship to are:
- France (excluding: Dom-Tom (Guadeloupe, Guyane, La Réunion, Martinique, …)
- United Kingdom (excluding: Guernesey, Gibraltar, Jersey)
- Italy (excluding: Livigno, Campione d’Italia, Vatican)
- Germany (excluding: Büsingen am Hochrhein, Heligoland)

Can I have my order delivered to a PO Box/APO/FPO address?

We do not ship to certain addresses, such as military, certain restricted areas, pick-up points or PO boxes.

May I pick up my order at one of your boutiques?

Yes, you can pick up your order in the following Boutiques:
- Paris Rue de la Paix - 2, rue de la Paix 75002 Paris France
- London Old Bond Street - 37 Old Bond Street, W1S 4AB London United Kingdom

Can I track/follow the status of my order?

Once your order is shipped, you will automatically receive a tracking number via email.

Will I be charged by customs?

Orders delivered within the European Union will not be charged by customs.

Do you offer same-day delivery service?

Same day delivery is not offered at this time. We advise you to contact us at +44 208 585 1755 for more information on delivery options.

Will the delivery be delayed by having my product engraved?

Engraving will add 2 business day to the delivery time. Special request might take longer to process, please contact us if you need more information.

Can I send my order as a gift?

All our creations are shipped beautifully wrapped, and may include a gift message of your choosing.

Is my package insured and do I need to sign for my order?

Your package is insured during transit until arrival at your designated delivery address. A signature is required upon receipt.
You order might require an ID check from the recipient specified on the shipping information. You will be informed upfront of any information required.

May I ship my order to multiple addresses?

No you can not. If you want to do so, we invite you to place different orders.

I am missing a product from my order, what should I do?

Please contact immediatly our Concierge: +44 208 585 1755 or send us an email: concierge.europe@vacheron-constantin.com

I have the wrong product in my order, what should I do?

Please contact immediatly our Concierge: +44 208 585 1755 or send us an email: concierge.europe@vacheron-constantin.com

How can I exchange a product?

In order to exchange a creation, please contact our Concierge who will proceed with you to the exchange of the creation and organise the pick-up of the piece. All returns are subject to a quality control once received back in our warehouse. Exchange will be shipped if the quality control is successful.

How can I return a product?

In order to return a creation, please contact our Concierge (+44 208 585 1755) who will proceed with you to organise the return of the piece. All returns are subject to a quality control once received back in our warehouse. Refund will take place only if the quality control is successful.

Do I pay the return shipping costs?

Return shipping is offered free of charge.

How long do I have to return the product?

Creations may be returned within 14 days of delivery.

How long will it take to process my refund?

All refunds will be treated within 14 days from the day you book the return should it pass our quality control successfully.

Can I track the status of my return order?

Once your package has been collected, you may track your return via the tracking number provided.  We advise you to keep your receipt until the return confirmation is received by email.

May I exchange or return a product that was given to me as a gift?

If you have received a creation as a gift and wish to return or exchange it, please contact our Concierge.

May I return an engraved/embossed product?

Personalised creations are not eligible for return or exchange.

Will I be refunded the full value of my order?

After receiving your return, we will go through a quality check process. If no issue is detected you will be fully refund.

Do you offer gift wrapping?

Yes, all our creations are shipped beautifully wrapped.

May I include a personal gift message with my purchase?

You may include a gift message of your choice on enclosed note card.

Is engraving available?

We are not offering this option for e-commerce transactions for the moment. Please contact our Concierge for more details: +44 208 585 1755.

Is embossing available?

We are not offering this option for e-commerce transactions for the moment. Please contact our Concierge for more details: +44 208 585 1755.

Can I have my signature engraved on my product?

We are not offering this option for e-commerce transactions for the moment. Please contact our Concierge for more details: +44 208 585 1755.

How much does it cost to have a product engraved/embossed?

We are not offering this option for e-commerce transactions for the moment. Please contact our Concierge for more details: +44 208 585 1755.

Can I purchase a gift voucher?

We do not offer gift vouchers at this time.

Can I have my product engraved/embossed once I have received it?

Please contact our Concierge for more details: +44 208 585 1755 or visit your nearest Vacheron Constantin Boutique.

Strap exchange

Depending on the model, you have the possibility to change the strap the watch originally comes with.

Adjustment

Leather strap and metal bracelet can be adjusted for you. Please contact our Concierge for more details: +44 208 585 1755.

Where can I purchase your products? (Store locator)

Creations are available for purchase via phone (+44 208 585 1755), as well as in our Boutique locations.

How can I contact Customer Service?

Our Concierge service is available by email, telephone (+44 208 585 1755), and livechat.

How can I find the price of a product?

The value of most creations are available on our website, with the exception of "Haute Horlogerie" pieces. Please contact our Concierge for further details.

Are all products warranted?

Watches carry a two-year warranty from the date of purchase.

Do you offer a certificate of authenticity?

All creations come with a unique, non-reproducible Certificate of Authenticity.

Can I schedule an appointment in one of your boutiques?

Please contact the Boutique of your choice directly or alternatively call our Concierge to arrange an appointment +44 208 585 1755.

Do you offer repairs service?

We offer repair and/or restoration services for our creations. A physical inspection of the piece will be completed by our watchmakers/jewellers, and a repair estimate will be issued for your approval prior to service.

Where can I have your products serviced/repaired?

To have your creation serviced or repaired, kindly visit your closest authorized retailer or Boutique, or contact our Concierge service +44 208 585 1755.

How long does it take to have your products serviced?

As each service request is considered independently, you will be informed of the estimated repair time once your creation has been physically examined. For any question related to your repair, our Concierge will be pleased to help you: +44 208 585 1755.

Can I track the status of my repair?

To track the status of your repair, kindly contact the Boutique or authorized retailer where you submitted your creation for service. Should you wish to contact the concierge, please have your repair number available.

How should I care for my watch?

We recommend maintenance every 2-3 years with a complete service every 4-5 years. For further detail, kindly contact our Concierge service: +44 208 585 1755.

How can I have my watch strap exchanged or cleaned?

To have your strap or bracelet exchanged or cleaned, kindly visit your closest authorized retailer or Boutique. To purchase a new strap or bracelet, we invite you to contact the e-Boutique [phone number + email].

How can I have the battery of my watch replaced?

To have your watch's battery replaced, we invite you to visit your closest authorized retailer or Boutique.

Why should I have my timepiece serviced?

Your timepiece is a high-precision instrument and the greatest care has been taken in its design and production. Composed of numerous components, oils, and lubricants, it deserves the greatest attention to ensure that it continues to work perfectly for many years to come.

Do you offer a polishing service for watches?

To have the case or bracelet of your watch polished, we invite you to visit your closest authorized retailer or Boutique.

What should I do if I have lost a diamond on my piece of jewellery?

Your creation has been crafted with the utmost care and precision; however, should a diamond come loose, kindly visit your nearest Boutique. Alternatively, we invite you to contact our Concierge Service (+44 208 585 1755).

What do the 4 Cs stand for?

The 4 C's stand for cut, clarity, carat, and color.

Can I report counterfeits?

To report potentially counterfeit goods, we invite you to contact our Concierge Service (+44 208 585 1755 - concierge.europe@vacheron-constantin.com)

How do you select your diamonds?

All of our diamonds are carefully selected to meet the highest of standards, and all diamonds over .2ct are Gemological Institute of American (GIA) certified.