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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 on the Delvaux.com?

    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

  • Which payment methods are accepted?

    We accept Diners, Discover, JCB, Maestro, Mastercard, Visa, Bancontact, Amex and Paypal.

    Payments can also be made by bank transfer depending on the country you are purchasing from. For more information, please contact our Customer Service.

  • How 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. 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 14 days of reception. The return agreement will be notified to you by email. Your package contains a pre-printed return label to be affixed to the parcel. Drop the package off at any DHL Express point. 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. 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 within 14 days of the validation of the return to the workshop using the same payment as purchase.

    A personalized product cannot be returned.

  • How can I modify my online order?

    It is not possible to modify an online order.

    We invite you to contact our Customer Service to cancel the order before placing a new order.

    If your order has already been shipped, it is no longer possible to cancel. You can return the product to us and place a new order at any time.

    Product returns are authorized within 14 days of reception. You will be notified of the return agreement by email. Your package contains a pre-printed return label to be affixed to the parcel. Drop the package off at any DHL Express point. 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. 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 within 14 days of 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 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.

  • Is my payment secure?

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

Shipment & Delivery

  • 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.

  • What are the shipping costs?

    We offer standard shipping for all products.

    Shipping options may vary depending on the country.

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

  • How long does delivery take?

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

  • Where do you ship to?

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

    We deliver to the following countries: Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.

    Any delivery address located outside of these countries will be refused during the ordering procedure.

    For other countries, please contact our Customer Service.

  • 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 perfect 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 my online order?

    It is not possible to exchange an online order. You can return the product to us and place a new order at any time.

    You may return the product to us within 14 days of reception by following the procedure indicated below.

    We invite you to contact our Customer Service who will notify you of the agreement for the return. Your package contains a pre-printed return label to be affixed to the parcel. Drop the package off at any DHL Express point. 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. 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 within 14 days of 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.

  • How can I return my online order?

    You may return the product to us within 14 days of reception by following the procedure indicated below.

    We invite you to contact our Customer Service who will notify you of the agreement for the return. Your package contains a pre-printed return label to be affixed to the parcel. Drop the package off at any DHL Express point. 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. 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 within 14 days of 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 within 14 days of the validation of the return to the workshop using the same payment method as purchase.

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

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

    Returns and exchanges of products purchased online are not accepted in store.

    You may return the product to us within 14 days of reception by following the procedure indicated below.

    We invite you to contact our Customer Service who will notify you of the agreement for the return. Your package contains a pre-printed return label to be affixed to the parcel. Drop the package off at any DHL Express point. 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. 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 within 14 days of 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.

Care & Repair

  • 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.

    If Delvaux is not represented in your country yet, we invite you to contact our Customer Service.

  • How should I maintain my product?

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

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