Client service
Frequently asked questions
General Questions
To subscribe to the Vacheron Constantin newsletter, please submit your email address through the webform found in the footer of our website. To unsubscribe, kindly follow the "unsubscribe" link in any of the email messages you have received.
Yes, all data and payment information submitted through our e-Boutique are safely secured by SSL encryption. For further details regarding data use, kindly refer to our Privacy Policy.
To report potentially counterfeit goods, we invite you to contact us.
Product Purchase
Vacheron Constantin watches, straps and accessories are available for purchase at the Maison's Boutique locations, via phone and online on our website, with the exception of some high complication watches, and unique pieces.
The value of most pieces are available on the Vacheron Constantin website, with the exception of some high complication watches, and unique pieces. Please contact our Concierge or Boutiques for further details.
Due to the limited number of Vacheron Constantin pieces, the Maison does not offer product reservations.
Please direct any inquiries to the Vacheron Constantin Concierge Service to determine whether your order can be changed or cancelled.
Yes, all data and payment information submitted through the Concierge are safely secured by SSL encryption (https). Vacheron Constantin does not retain your payment information, including credit card numbers.
You may order a maximum of 5 items per purchase.
Once your order has been approved, you will receive an email. If you have any questions after placing an order, our Concierge will be pleased to help you.
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 one of our Boutiques. Please contact our Concierge to determine where your order may be claimed.
Once your order has shipped, you will automatically receive a tracking number via email.
All Vacheron Constantin pieces are shipped in beautifully wrapped boxes and can include a gift message of your choosing.
Your package is insured during transit until arrival at your designated delivery address. For more information, please contact our Concierge.
Please immediately contact our Concierge or send us an email.
Please immediately contact our Concierge or send us an email.
Payment
Payments are made in the currency of the delivery country.
It is not possible to pay for one transaction with several cards or to divide the payment between a card and a bank transfer.
Once an order is placed, it is not possible to change the payment method.
Product prices displayed on the Vacheron Constantin website include applicable VAT based on the country to which they are shipped. 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 3-digit CVV number can be located by looking on the back of your credit or debit card.
For American Express, the CVV number is on the front of the 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 the Concierge are safely secured by SSL encryption (https). Vacheron Constantin does not retain your payment information, including credit card numbers.
Albania, Andorra, Angola, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Azerbaijan, Bahamas, Bahrain, Barbados, Belgium, Belize, Benin, Bonaire, Bosnia and Herzegovina, Botswana, Brazil, Brunei, Bulgaria, Burkina Faso, Cabo Verde, Cambodia, Cameroon, Canada, Chile, China, Comoros Island, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Ethiopia, Finland, France, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Grenada, Guatemala, Guinea, Guyana, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Ivory Coast, Jamaica, Japan, Kazakhstan, Kosovo, Kuwait, Kyrgyzstan, Laos, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malaysia, Malta, Mauritius, Mexico, Moldova, Monaco, Montenegro, Morocco, Mozambique, Namibia, Netherlands, New Caledonia, New Zealand, Nicaragua, Nigeria, Norway, Oman, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Republic of Congo, Romania, Saint Barthélemy, Saint Kitts and Nevis, Saint Lucia, Saint Martin, Saint Pierre and Miquelon, Saint Vincent and Grenadine, San Marino, Saudi Arabia, Senegal, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Suriname, Sweden, Switzerland, Taiwan, Thailand, Trinidad and Tobago, Tunisia, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, US Virgin Islands, Uzbekistan, Vietnam, Wallis and Futuna.
Shipping
We do not ship to certain addresses, such as military bases, certain restricted areas, pick-up points (such as but not limited to PickPost & MyPost24) or P.O. boxes.
Please contact our Concierge for more information on delivery options.
Please contact our Concierge for more information on delivery options.
Returns
In order to exchange a product, please contact the Concierge who will assist you in proceeding with the exchange of the product and organising the return of your original order. All returns are subject to a quality control once received by our facilities. Exchange will be shipped if the quality control is successful.
In order to return a product, please contact the Concierge 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.
Once your package has been collected or dropped-off, you may track your return via the tracking number provided with receipt of your parcel . We advise you to keep your receipt until the return confirmation is received by email.
If you have received a piece as a gift and wish to return or exchange it, please contact our Concierge.
Personalised pieces are not eligible for return or exchange.
After receiving your return, we will carry out a quality check. If no issue is detected you will be fully refunded.
Personalisation
Engraving is available for most models, contigent upon adequate space on the caseback, once you have completed payment and received your watch. Please contact our Concierge for more details or visit your nearest Vacheron Constantin Boutique.
We do not currently offer this option for e-commerce transactions for the moment. Please contact our Concierge or visit your nearest Vacheron Constantin Boutique.
If your watch features an interchangeable strap, we invite you to refer to our Wrist Guide video for instructions.
Depending on the model, you may require the expert assistance of a Master Watchmaker to have your strap changed without damaging your watch.
In addition to a curated selection of straps from our collection, we offer bespoke options tailored to your preferences. Schedule a tailoring appointment at one of our Vacheron Constantin Boutiques to discover the full array of options.
We do not offer gift vouchers.
Maintenance and Service
Our pieces benefit from a two-year warranty from the date of purchase.
All master line Vacheron Constantin watches still within their initial 2-year warranty period under the original International Limited Warranty are eligible to benefit from a 6-year extension, for a total of 8 years' warranty.
We offer repair and/or restoration services for our watches. For further details regarding our services, we invite to visit our "Repair and restoration" page.
To arrange servicing for your watch, we invite you to schedule an appointment at one of our Vacheron Constantin Boutiques.
For your convenience, we may also facilitate the direct dispatch of your Vacheron Constantin watch to your local authorised Service Center.
Should the servicing take place locally, we will send you a cost estimate within a week of receiving your watch.
For services that must take place in Switzerland – particularly for vintage watches or grand complications – a minimum of 4 weeks may be required.
Complete servicing of a modern watch takes approximately 4 to 6 weeks from acceptance of the cost estimate.
Restoration services for a vintage watch may vary from 3 to 6 months, contigent upon the specific requests and interventions required.
Given the uniquess of each service, our Master Watchmakers will provide you with a precise timeline for your watch's service after a thorough physical examination.
For overview of our main service rates, we invite you to consult our Price Rates.
All Vacheron Constantin watches undergoing a Restoration or Complete Service are protected by a 2-year service warranty for defects on the work carried out and the components replaced. For further details, please refer to our International Warranty.
A Vacheron Constantin watch is a high-precision instrument. In addition to regular water-resistance checks, it is necessary to have your timepiece maintained regularly, in particular to replace worn components and to change oil-based lubricants, which can age over time. The frequency of servicing needed depends on factors such as the complications of the watch, its usage, the climate, etc. Therefore, we recommend you entrust your watch to an authorised Service Center every 5 to 10 years for mechanical models, or as soon as the watch begins to exhibit substantial variations.
If your Vacheron Constantin watch has been designed as water-resistant, it may be worn while swimming, though we recommend avoiding water sports that may subject it to potential shocks.
To preserve the performance and longevity of your watch, we advise the following:
- Ensure your strap is suited for aquatic use (only metal and rubber straps are compatible with water exposure).
- Avoid exposing the watch to thermal shocks, impacts, or solvents which may compromise its water resistance.
- Refrain from using any adjustment features (such as: winding and time-setting crown and pushers) while the watch is submerged or until it is completely dry.
- Always return the crown back to its original position flush against the case to guarantee maximum water resistance.
- For models featuring a screw-down crown: after any adjustments, screw the crown securely against the case and pusher rings to maintain water resistance.
- After exposure to seawater, rinse the watch with fresh water to safeguard its mechanisms.
- We recommend a water-resistance check at a Vacheron Constantin Boutique every 2 to 3 years.
Please note that your Vacheron Constantin watch is not intended for use as a diving instrument.
Additionally, certain models, such as minute-repeater watches, are inherently not water resistant by design.
Vintage watches may have permanently lost certain properties essential to guaranteeing water resistance by virtue of their age. Natural wear and tear from being worn, plus various successive polishings may cause this.
Should your watch display signs of losing or gaining time, we invite you to visit a Vacheron Constantin Boutique to perform a diagnosis.
- Should your watch be running fast, it may indicate that it was exposed to a magnetic field. In such instances, a simple visit to our Vacheron Constantin Boutique will allow us to swiftly demagnetise your watch and restore its precise timekeeping.
- Should further attention be required, an adjustment or an additional service may be recommended.
For battery replacement, we warmly invite you to visit one of our Vacheron Constantin Boutiques, where this service is complimentarily offered.
We invite you to view our Wrist Guide videos, designed to assist you in adjusting your watch.
For calendar watches with correctors, we recommend that you avoid performing manual adjustments using the correctors between the hours of 9 pm and 3 am, to avoid pushing too hard on the internal components and damaging the mechanism. By systematically adjusting the watch at 6 pm, you can make calendar corrections without risk, before setting the correct time.
Should you require further guidance, we encourage you to consult the user manual provided with each model.
Additionally, our Vacheron Constantin Boutiques offer a complimentary function adjustement service.
Watch information and specifications
In 2019, Vacheron Constantin launched its Digital Passport to guarantee the utmost trust, transparency and traceability for its clients, leveraging blockchain technology. Each Digital Passport is unique and holds key information concerning your watch, for example, its ownership history and technical user guide. Your Digital Passport is easily transferable to subsequent owners, enabling increased trust in the provenance of the watch on the secondary market.
You can easily transfer your Digital Passport by logging into your Vacheron Constantin The Hour Club account, accessing the Digital Passport of the selected watch, and clicking on the transfer bouton. Alternatively, you can share information from the Digital Passport without transferring its ownership. Please contact us if you require our support.
Every watch produced since 2018 comes with a downloadable user guide with setting instructions. Register your watch on The Hour Club to access it.
For information regarding our documents, please consult our Heritage section of our website.
The 4 C's stand for cut, clarity, carat, and colour.
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.
