Frequently asked questions

General Questions

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Contact us

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.

Privacy Policy

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

Product Purchase

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 (or +41 22 580 1755 from Switzerland)

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

Please contact our Concierge at +44 208 585 1755 (or +41 22 580 1755 from Switzerland) or your closest point of sale

Boutique finder

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

Please direct any inquiries to the Vacheron Constantin concierge at +44 208 585 1755 (or +41 22 580 1755 from Switzerland) in order to know if your order can be changed or cancelled.

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

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

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 / +41 22 580 1755 from Switzerland)

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

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

- Geneva Longemalle, Place de Longemalle 1, 1204 Geneva, Switzerland

- Zurich, Bahnhofstrasse 38, 8001 Zurich, Switzerland

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

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.

Contact us

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

Your package is insured during transit until arrival at your designated delivery address. A signature is required upon receipt.

All orders above GBP 10,000 / EUR 10,000 / CHF 10'000 and some orders below this value will require an ID check from the recipient specified on the shipping label. For more information, please contact our Concierge at +44 208 585 1755 (+41 22 580 1755 from Switzerland).

Please contact immediatly our Concierge: +44 208 585 1755 (+41 22 580 1755 from Switzerland) or send us an email: concierge.europe@vacheron-constantin.com

Please contact immediatly our Concierge: +44 208 585 1755 (+41 22 580 1755 from Switzerland) or send us an email: concierge.europe@vacheron-constantin.com

Yes, all our creations are shipped beautifully wrapped.

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

Our products are available for purchase via phone (+44 208 585 1755 or +41 22 580 1755 from Switzerland), as well as in our Boutique locations

Boutique finder

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

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

Payment

Credit card (Visa, MasterCard, American Express) may be used for all purchases.

Payments are made in the currency of the delivery country (Swiss Francs only in Switzerland)

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

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.

Boutique pick-up: you will be charged when your order is shipped from warehouse.

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

Product prices displayed on our website include applicable VAT based on the shipping country. To ensure that the most accurate pricing and taxes are displayed, please select the country of delivery from our website country selector.

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.

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

Financing options are available in some countries, we recommend you to contact our concierge to learn more about them. 

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

VAT refund is offered for orders which meet certain conditions. 

For online & phone orders, detax can be requested via our Concierge. In case of Boutique pick-up, detax can be requested in the Boutique at the time of order collection. 

Please contact the Concierge at +44 208 585 1755 for more information (+41 22 580 1755 from Switzerland)

Personalization

Please contact our Concierge for more details: +44 208 585 1755 (+41 22 580 1755 from Switzerland).

We are not offering this option for e-commerce transactions for the moment. Please contact our Concierge for more details: +44 208 585 1755 (+41 22 580 1755 from Switzerland).

Please contact our Concierge for more details: +44 208 585 1755 (+41 22 580 1755 from Switzerland).

We are not offering this option for e-commerce transactions for the moment. Please contact our Concierge for more details: +44 208 585 1755 (+41 22 580 1755 from Switzerland).

We do not offer gift vouchers at this time.

Please contact our Concierge for more details: +44 208 585 1755 (+41 22 580 1755 from Switzerland) or visit your nearest Vacheron Constantin Boutique.

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

Leather strap and metal bracelet can be adjusted for you. Please contact our Concierge for more details: +44 208 585 1755 (+41 22 580 1755 from Switzerland).

Shipping

For European Union:

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. 

For Switzerland:

Delivery of orders placed to Switzerland is complimentary. Next day delivery is available for most orders placed before 1:30pm (GMT+1) and without personalization. You can select the date and time of your delivery up to 6 days after the date that the order was placed. You may also choose to pick-up your parcel in one of our selected Boutiques, which can be chosen during the checkout. In this case, you will be notified by email when your order is ready for collection.

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)

- Switzerland

We do not ship to certain addresses, such as military, certain restricted areas, pick-up points (such as but not limited to PickPost & MyPost24) or PO boxes.

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

Same day delivery is not offered at this time. We advise you to contact us at +44 208 585 1755 (+41 22 580 1755 from Switzerland) for more information on delivery options.

This is not possible. If you want to do so, we invite you to place different orders.

Returns

In order to exchange a product, please contact the Concierge at +44 208 585 1755 (+41 22 580 1755 from Switzerland) who will proceed with you to the exchange of the creation and organise the return of the original order. All returns are subject to a quality control once received back in our warehouse. Exchange will be shipped if the quality control is successful.

Exchanges are also possible in selected Boutiques, however, any refunds will be paid out in the form of merchandise credit only. List of selected boutiques:

For deliveries in France:

- Paris Rue de la Paix - 2, rue de la Paix 75002 Paris France

For deliveries in United Kingdom:

- London Old Bond Street - 37 Old Bond Street, W1S 4AB London United Kingdom

For deliveries in Switzerland:

- Geneva Longemalle, Place de Longemalle 1, 1204 Genève, Switzerland

- Zurich, Bahnhofstrasse 38, 8001 Zurich, Switzerland

Contact a Boutique

In order to return a product, please contact the Concierge at +44 208 585 1755 (+41 22 580 1755 from Switzerland) who will organise the return of the original order. All returns are subject to a quality control once received back in our warehouse. Exchange will be shipped if the quality control is successful.

Exchanges are also possible in selected Boutiques, however, any refunds will be paid out in the form of merchandise credit only. List of selected boutiques:

For deliveries in France:

- Paris Rue de la Paix - 2, rue de la Paix 75002 Paris France

For deliveries in United Kingdom:

- London Old Bond Street - 37 Old Bond Street, W1S 4AB London United Kingdom

For deliveries in Switzerland:

- Geneva Longemalle, Place de Longemalle 1, 1204 Genève, Switzerland

- Zurich, Bahnhofstrasse 38, 8001 Zurich, Switzerland

Return shipping is offered free of charge.

Products may be returned within 15 days of delivery.

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

Once your package has been collected or dropped-off, 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.

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

Personalized creations are not eligible for return or exchange.

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

DO YOU HAVE ANY QUESTIONS?

We invite you to consult a selection of our most frequently asked questions.

Visit our Service FAQ

Experience our watches in person

Come feel the craftsmanship of true watchmaking on your wrist at one of our boutique locations around the world.

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