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Questions and answers

Product information

  • Where are Delvaux's products manufactured?

    Our products are handmade in our workshops in Belgium and France.

    Our craftsmen are exceptionally trained to respond to the call for new technologies and reach an unparalleled level of expertise.

  • Which products are available for purchase online?

    Most Delvaux products are available for purchase on our website.

    In case you are unable to find a product, we invite you to contact your nearest boutique. Our advisors would be happy to assist you with your purchase.

    You may also contact our Customer Service.

  • I no longer have the certificate of authenticity provided with my product. Do you offer a replacement?

    A unique certificate is provided with each product. This certificate contains information about your item as well as the date and store of purchase. We invite you to keep it as we do not offer duplicates.

Orders & Payments

  • Is my payment secure?

    Payments on our site are encrypted and secured with 3D Secure.

  • Which payment methods are accepted?

    We accept : Alipay, UnionPay (Debit Cards and Credit Cards), and Wechat Pay

    For more information, please contact our Customer Service.

  • Can I pay for my online purchase with a gift certificate issued in a store?

    It is not possible to pay online with a gift certificate issued in store. However, you may use the gift certificate in any boutique in the issuing country.

  • Can I modify my online order?

    It is not possible to modify an online order.

    We invite you to contact our Customer Service as soon as possible to cancel the order. We will confirm the cancellation by email. You can place a new order at any time.

    If your order has already been shipped, it is no longer possible to cancel. You can return the product to us within 7 days of reception by following the procedure indicated below.

    You will be notified of the return agreement by email. Upon which you may contact Customer Service for further return arrangements. Be sure to keep the proof of return which will allow you to track the package.

    The product must be returned in the original packaging and in the same condition in which it was delivered. Additionally, the security tag must remain intact and undamaged. We reserve the right to refuse the return of a product which is damaged or in a condition which clearly shows it has been used.

    We will refund the product without undue delay and according to China law after the validation of the return to the workshop. The refund will be processed using the same payment as purchase.

    A personalized product cannot be returned.

  • Can I cancel my online order?

    If you wish to cancel your order, we invite you to contact our Customer Service as soon as possible. We will confirm the cancellation by email.

    In case the package has been shipped, we will no longer be able to cancel your order. You may return the product to us within 7 days of reception by following the procedure indicated below.

    The return agreement will be notified to you by email. Upon which you may contact Customer Service for further return arrangements. Be sure to keep the proof of return which will allow you to track the package.

    The product must be returned in the original packaging and in the same condition in which it was delivered. Additionally the security tag must remain intact and undamaged. We reserve the right to refuse the return of a product which is damaged or in a condition which clearly shows it has been used.

    We will refund the product without undue delay and according to China law after the validation of the return to the workshop using the same payment as purchase

    A personalized product cannot be returned.

Shipment & Delivery

  • Where do you ship to?

    We deliver the products to the delivery address specified when ordering.

    We deliver to the following countries: Mainland China ONLY

    Any delivery address located outside of Mainland China will be refused during the ordering procedure.

    For other countries, please contact our Customer Service.

  • How long does delivery take?

    Delivery terms and conditions are displayed under the 'delivery and returns' section on each product page.

  • What are the shipping costs?

    We offer standard shipping for all products.

    Shipping information is displayed on the product page and during the checkout process.

  • I placed an order online. Can I modify the delivery address?

    We invite you to contact our Customer Service as soon as possible. Once the parcel has been shipped, it will no longer be possible to modify the delivery address.

  • I received my online order and the product is damaged. How should I proceed?

    Delvaux pays particular attention when preparing each order to ensure the product is delivered in new condition.

    If for any reason you have received a product with a defect or damage, please contact our Customer Service as soon as possible.

Returns & Exchanges

  • Can I exchange a product purchased online?

    It is not possible to exchange a product purchased online.

    You can return the product to us within 7 days of reception by following the procedure indicated below. You can place a new order at any time.

    We invite you to contact our Customer Service who will notify you of the agreement and arrangement for the return. Be sure to keep the proof of return which will allow you to track the package.

    The product must be returned in the original packaging and in the same condition in which it was delivered. Additionally, the security tag must remain intact and undamaged. We reserve the right to refuse the return of a product which is damaged or in a condition which clearly shows it has been used.

    We will refund the product without undue delay and according to China law after the validation of the return to the workshop. The refund will be processed using the same payment as purchase.

    A personalized product cannot be returned.

  • Can I return a product purchased online ?

    You may return the product to us within 7 days of reception by following the procedure indicated below.

    We invite you to contact our Customer Service who will notify you of the agreement and arrangement for the return. Be sure to keep the proof of return which will allow you to track the package.

    The product must be returned in the original packaging and in the same condition in which it was delivered. Additionally, the security tag must remain intact and undamaged. We reserve the right to refuse the return of a product which is damaged or in a condition which clearly shows it has been used.

    We will refund the product without undue delay and according to China law after the validation of the return to the workshop. The refund will be processed using the same payment as purchase.

    A personalized product cannot be returned.

  • Can I return or exchange a product purchased on Delvaux.com in a boutique?

    Exchanges of products purchased online are not accepted in store.

    You may return the product to us within 7 days of reception by following the procedure indicated below.

    We invite you to contact our Customer Service who will notify you of the agreement and arrangement for the return. Be sure to keep the proof of return which will allow you to track the package.

    The product must be returned in the original packaging and in the same condition in which it was delivered. Additionally, the security tag must remain intact and undamaged. We reserve the right to refuse the return of a product which is damaged or in a condition which clearly shows it has been used.

    We will refund the product without undue delay and according to China law after the validation of the return to the workshop. The refund will be processed using the same payment as purchase.

    A personalized product cannot be returned.

  • I followed the instructions to return a product purchased online. When will I receive my reimbursement?

    We will refund the product without undue delay and according to China law after the validation of the return to the workshop using the same payment as purchase.

    The product must be returned in the original packaging and in the same condition in which it was delivered. Additionally, the security tag must remain intact and undamaged. We reserve the right to refuse the return of a product which is damaged or in a condition which clearly shows it has been used.

Care & Repair

  • How should I maintain my product?

    Your item has been delivered with specific maintenance instructions. Please follow the necessary recommendations mentioned.

  • I have a Delvaux product that needs to be repaired or restored. What is the procedure?

    Our workshop has an after-sales service where our specialized craftsmen repair and restore our products.

    We kindly invite you to contact one of the Delvaux boutiques located in your country or drop off your item there.

    Please contact our Customer Service for more information.

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