
Frequently Asked Questions
General Questions
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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.
Contact Us
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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.
Privacy Policy
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Can I report counterfeits?
To report potentially counterfeit goods, we invite you to contact our Concierge Service at concierge.us@vacheron-constantin.com
Product Purchase
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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 1 (877) 701-1755
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Are all products available for purchase via phone?
Subject to availablity, many timepieces are available for purchase via phone.
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How can I inquire about the price of a product if it is not displayed on the website?
Please contact our Concierge at 1 (877) 701-1755 or via email at concierge.us@vacheron-constantin.com.
Boutique Finder
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Can I save a product for later?
Due to the limited number of our pieces, we do not offer product reservations.
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Can I change or cancel my order once it has been placed?
Please direct any inquiries to the Vacheron Constantin Concierge Service at 1 (877) 701-1755 in order to know if your order can be changed or cancelled.
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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
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How many products can I purchase in one order?
You can order a maximum of 5 items in one order.
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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 assist you at: 1 (877) 701-1755.
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How will my order be packaged?
All our products are sent in their box, wrapped and placed in a secured white cardboard box.
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May I pick up my order at one of your boutiques?
Boutique pick-up may be offered, please contact our Concierge Service at 1 (877) 701-1755 for boutique locations.
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Can I track/follow the status of my order?
Once your order is shipped, you will automatically receive a tracking number via email.
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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.
Contact Us
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Can I send my order as a gift?
All our creations are shipped beautifully wrapped, and may include a gift message of your choosing.
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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.
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I am missing a product from my order, what should I do?
Please contact our Concierge Service immediately at 1 (877) 701-1755 or send us an email at concierge.us@vacheron-constantin.com
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I have the wrong product in my order, what should I do?
Please contact our Concierge Service immediately at 1 (877) 701-1755 or send us an email at concierge.us@vacheron-constantin.com
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Do you offer gift wrapping?
Yes, all our creations are shipped beautifully wrapped.
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May I include a personal gift message with my purchase?
You may include a gift message of your choice on enclosed note card.
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Where can I purchase your products?
Our products are available for purchase via phone at 1 (877) 701-1755, as well as in our Boutique locations http://www.vacheron-constantin.com/en/boutiques-authorized-retailers-customer-service.html
Boutique Finder
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How can I find the price of a product?
The value of many creations are available on our website. For exceptional pieces please contact our Concierge Service at 1(877) 701-1755.
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Are all products warranted?
Watches carry a two-year warranty from the date of purchase.
Payment
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Which secure payment methods are available?
You may purchase your timepiece with the following payment methods, credit cards (Visa, MasterCard, American Express and JCB), PayPal ( web only) and Wire Transfer ( Phone only).
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Can I select the currency I pay in?
Payments will be made in USD as delivery is only in the United States.
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Is it possible to charge a single order to multiple cards?
At this time we do not support multiple credit cards for a single purchase. Please contact the Vacheron Constantin Concierge Service at 1 (877) 701-1755 with additional payment inquiries.
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When will I be charged for my order?
Credit card: Your credit card is charged once your order is shipped; however, your account may show a pre-authorization hold of the payment immediately. Boutique pick-up: you will be charged when your order is shipped from warehouse.
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May I change the payment method after placing my order?
Once an order is placed, it is not possible to change the payment method.
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Will I be charged tax and/or duty on my order?
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.
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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.
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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
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Do you offer financing?
We do not offer financing solutions for the moment.
Personalization
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Is engraving available?
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 contact our Concierge Service for more details at 1 (877) 701-1755.
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Is embossing available?
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 contact our Concierge Service for more details at 1 (877) 701-1755.
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Can I have my signature engraved on my product?
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 contact our Concierge Service for more details at 1 (877) 701-1755.
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How much does it cost to have a product engraved/embossed?
Please contact our Concierge Service for more details at 1 (877) 701-1755.
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Can I purchase a gift voucher?
We do not offer gift vouchers at this time.
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Can I have my product engraved/embossed once I have received it?
Please contact our Concierge Service for more details at 1 (877) 701-1755 or visit your nearest Vacheron Constantin Boutique.
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Strap exchange
Please contact our Concierge Service for more details at 1 (877) 701-1755 or visit your nearest Vacheron Constantin Boutique.
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Adjustment
We are happy to assist you with the adjustment of your leather strap or metal bracelet. Please contact our Concierge Service for more details at 1 (877) 701-1755.
Shipping
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What shipping methods are available? What are your shipping fees?
We offer complimentary Express Shipping*
• Express: 1-3 business days*
Please note, delivery times are estimates.
*: delivery options available will be confirmed by our Concierge when you place your order. If FedEx Express service is not available then product shall be shipped by FedEx Standard delivery to arrive within 5-7 business days. -
Which countries do you ship to?
We only accept orders for delivery to the continental United States of America, Alaska, Hawaii or the District of Columbia.
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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 (such as but not limited to PickPost & MyPost24 ) or PO boxes.
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May I pick up my order at one of your boutiques?
Boutique pick-up may be offered, please contact our Concierge Service at 1 (877) 701-1755 for boutique locations.
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Can I track/follow the status of my order?
Order status can be followed by visiting "My Account" on the website or by contacting the Vacheron Constantin Concierge Service at 1 (877) 701-1755.
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Do you offer same-day delivery service?
Same day delivery is not offered at this time. We advise you to contact us at 1 (877) 701-1755 for more information on delivery options.
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May I ship my order to multiple addresses?
This is not possible. If you want to do so, we invite you to place different orders.
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Will the delivery be delayed by having my product engraved?
Provided that your timepiece is eligible for engraving, this will add 3-5 business days to the delivery time. Special requests may take longer to process, please contact our Concierge Services at 1 (877) 701-1755 if you need more information.
Returns
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How can I exchange a product?
In order to exchange a product, please contact the Concierge Service at 1 (877) 701-1755 who will assist you in this process. All products selected for an exchange are subject to a quality control check upon arrival back to our warehouse. Exchanges will be shipped if the quality control check is successful. Exchanges are also possible in select boutiques. Please contact the Concierge Service at 1 (877) 701-1755 for a list of selected boutiques.
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How can I return a product?
In order to return a product, please contact the Concierge Service at 1 (877) 701-1755 who will assist you with this process. All products selected for return are subject to a quality control check upon arrival back to our warehouse. Refunds will be issued back in the original form of payment. Refunds are also possible in select boutiques. Please note that refunds requested in select boutiques will be offered in the form of merchandise credit only.
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Do I pay the return shipping costs?
Return shipping is offered free of charge.
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How long do I have to return the product?
Products may be returned within 15 days of delivery.
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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.
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Can I track the status of my return order?
Once your return has been collected or dropped-off, you may track it's progress using the FedEx Return tracking label number included with your original order.
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May I exchange or return a product that was given to me as a gift?
Gift exchanges and returns are accepted only if the product satisfies the conditions of the return and exchanges policy. 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 Concierge Service at 1 (877) 701-1755 with any inquiries.
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May I return an engraved/embossed product?
Personalized creations are not eligible for return or exchange.
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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.

View the frequently asked questions related to services at Vacheron Constantin
Do you still have questions?

Our concierge is available to answer any questions or provide personalized advice