Frequently Asked Questions

Laval Europe sells exclusively to active professionals. If you are a professional and have a VAT number, you may open an account on the site and access our rates and catalogues.
Access to some families of products such as watches and jewellery is limited to professionals working in the jewellery and clockmaking sectors of activity.
According to your sector of activity, access to some products may be limited.

We require you to create your own login details - email and password, your name and your company details, company name and VAT number.

You will receive an initial email at the address used as your login with a validation link that you are required to activate. This will allow you to confirm your email address and complete your business address. This must correspond to the address where invoices will be sent, you may add one or more delivery addresses at a later stage.

Once these two steps have been completed, LAVAL Europe controls the information provided on your company and opens your access to the site. Accounts are only activated during LAVAL Europe's opening hours. Therefore, a request to open a web account formulated on a Friday evening will only be processed on the following Monday.

Please contact Laval Europe by phone. A toll-free number exists for clients calling from the following countries: France, Luxembourg, Belgium, Netherlands, Germany, Austria, Switzerland, Spain and Italy 00800 5282 5000, open from 09:00 to 17:00 from Monday to Friday (GMT+1) for assistance by phone.

From other countries contact by phone on + 33 247 91 12 34 or by leaving a message on the site https://www.laval-europe.com/en/article/contact-us-2.html

Click on the "My account" icon and type your email address in the zone "Password lost?" and then click on OK. You will immediately received an email with a link to reinitialise your password.

Log-in to your account and then click on "My login details". You may then modify your password.

Log-in to your account and then click on "My login details".

You are able to register several different addresses for delivery. In order to add/modify/delete your addresses, log-in to your account and then click on "My delivery addresses".

No, unfortunately, it is not possible to open more than one web account per client. Our system only accepts a single webaccount for each client. Therefore, we recommend you to create your webaccount using an email address that is easily accessible to different members of staff. If you do request a second webaccount, we will contact you to ask which webaccount should be conserved.

When you receive the newsletter, you simply click on the 'Unsubscribe' link at the bottom of the page. You may also contact our sales team on the toll free number 00800 5282 5000 if you are calling from the following countries: France, Luxembourg, Belgium, Netherlands, Germany, Austria, Switzerland, Spain and Italy.

From other countries contact us by phone on + 33 247 91 12 34 or leave us a message on the site https://www.laval-europe.com/en/article/contact-us-2.html

As soon as your order has been placed, you receive an email confirming the order with the list of items ordered. If you do not receive this email, don't hesitate to contact us by email contact@laval-europe.com, by leaving us a message on the website: https://www.laval-europe.com/en/article/contact-us-2.html or by telephone.

A toll-free number exists for clients calling from the following countries: France, Luxembourg, Belgium, Netherlands, Germany, Austria, Switzerland, Spain and Italy 00800 5282 5000, open from 09:00 to 17:00 from Monday to Friday (GMT+1) for assistance by phone.

From other countries contact by phone on + 33 247 91 12 34

Log-in to your account and click on "My orders". You will find the complete list of your previous orders by clicking on the desired order number you will visualise its details.

There are two possible reasons:

1. The article is not currently available and will not be available in the coming fortnight
2. Laval no longer sells the article

You can leave a comment on your order, on the screen when you are required to accept the general terms and conditions. You can indicate the reference of the article that you were looking for and your sales assistant will get in touch with you to let you know when and whether the article will be available.

If it is your first order for custom branded articles, we encourage you to consult the custom branding conditions, or contact our sales team on the toll free number 00800 5282 5000 (if calling from the following countries: France, Luxembourg, Belgium, Netherlands, Germany, Austria, Switzerland, Spain and Italy)  open from 09:00 to 17:00 from Monday to Friday (GMT+1).

From other countries contact us by phone on + 33 247 91 12 34 or leave a message on the site https://www.laval-europe.com/en/article/contact-us-2.html with the outline of your project so that we can get back in touch with you.

If you have already placed orders for articles with the same die stamp, you may place the articles in your basket, making sure that you respect the minium order quantities. Make sure that you leave a comment on your on-line order indicating the list of articles to be custom branded.

If it is your first order for custom branded articles, estimated delivery time will be approximately 4 weeks after we receive your written consent of the final proof for jewellery presentation boxes, carrier bags, stand-up paper bags and pouches. Delivery time for personalised labels is 3 weeks after we receive your consent for the final proof.

If you are placing a re-order, the delivery time is 3 weeks for carrier bags, stand-up paper bags and pouches and 2 weeks for jewellery presentation boxes. At peak periods of the year, delivery times may be increased by 2 to 3 weeks.

Please simply add the articles to be engraved to your basket making sure that you leave a comment on the screen where you are required to accept the terms and conditions. Indicate the article or articles that you wish to have engraved and our sales team will get in touch to finalise the details.

You will receive the engraved article within 48 hours if the item is in stock when you place your order.

Items in the basket are only valid for 3 days. You will receive a reminder by email but beyond 72 hours, the basket is automatically emptied.

When you order jewellery presentation boxes, we suggest a quantity corresponding to the suppliers initial packaging. These suggestions allow you to benefit from bulk rates. If you require help, don't hesitate to contact the sales' team.

A toll-free number exists for clients calling from the following countries: France, Luxembourg, Belgium, Netherlands, Germany, Austria, Switzerland, Spain and Italy 00800 5282 5000, open from 09:00 to 17:00 from Monday to Friday (GMT+1) for assistance by phone.

From other countries contact by phone on + 33 247 91 12 34 or by leaving a message on the site https://www.laval-europe.com/en/article/contact-us-2.html

LAVAL EUROPE allows you to pay securely on-line with your payment card, accepting both: Visa, Mastercard and American Express. Our secured payment system is administered by the French Credit Agricole bank. You can pay for your order directly on-line with your bank card in total security. Your order can then be processed straightaway.

Security for payment by bank card on the LAVAL EUROPE website is reinforced thanks to the 3DSecure system also known as:

- Verified by VISA™ for Visa cards

- SecureCode™  "Mastercard Securecode"

At the end of the on-line payement and if your card has 3DSecure, you will be redirected to your own bank's website and asked questions in order to check that you are the card holder. This information is never transferred to LAVAL. This information is shared on a totally secure basis between your bank and you.  For more information about the security of on-line payment by bank card, you should contact your bank.

If items are in stock, you will receive them after 24 to 48 hours later if you are in France, between 2 to 5 days later for European Union countries and between 4 and 8 days later for French Overseas Territories and Departments and all other countries. 
If you wish to include specific instructions for your delivery, such as your opening times, please contact us. A toll-free number exists for clients calling from the following countries: France, Luxembourg, Belgium, Netherlands, Germany, Austria, Switzerland, Spain and Italy 00800 5282 5000, open from 09:00 to 17:00 from Monday to Friday (GMT+1) for assistance by phone.

From other countries contact by phone on + 33 247 91 12 34 or by leaving a message on the site https://www.laval-europe.com/en/article/contact-us-2.html.

According to the nature of products ordered, these may be shipped as a single LAVAL order or under separate cover subject to going shipping rates at time of order.
Any shipment of an order gives rise to the invoicing of packaging and transport costs as well as a package service charge and insurance.
These costs will vary based on the country, the weights, the volumes, the tariffs of the carriers and the legislation in force. They may change at any time.

The shipping costs are:

For France:
Orders under €180 exclusive of VAT: €13 exclusive of VAT*
Orders over €180 exclusive of VAT up to a maximum of 20 kg: €9 exclusive of VAT
For weights in excess of 20 kg up to a maximum of 30 kg: + €7 exclusive of VAT (ie. a total of €16 exclusive of VAT)
From 30 kg: €1 exclusive of VAT for each additional kg

For Belgium and Luxembourg:
Orders under €180 exclusive of VAT: €17 exclusive of VAT*
Orders over €180 exclusive of VAT up to a maximum of 15 kg: €13 exclusive of VAT
For weights in excess of 15 kg: €2.50 exclusive of VAT for each additional kg

For the United Kingdom (shipping + customs):
Orders under €180 exclusive of VAT: €24 exclusive of VAT*
Orders over €180 exclusive of VAT up to a maximum of 15 kg: €20 exclusive of VAT
For weights in excess of 15 kg: €3 exclusive of VAT for each additional kg

For Germany, Austria, Ireland, Spain, Italy and the Netherlands:
Orders under €180 exclusive of VAT: €19 exclusive of VAT*
Orders over €180 exclusive of VAT up to a maximum of 15 kg: €15 exclusive of VAT
For weights in excess of 15 kg: €3 exclusive of VAT for each additional kg

*If the order costs less than €180 excl. VAT but weighs over 15 kgs, the excess weight conditions apply

Other countries: Shipping costs vary according to country.

Special shipping conditions (Weight accounts excluded): Are applied exclusively for a single ring, wedding ring, ring mount or engraved jewel or special order.
For jewellery costing less than 50€ excl. VAT, shipping costs are 7€ excl. VAT for mainland France and 9€ excl. VAT for Luxemburg and Belgium.
For jewellery costing more than 50€ excl. VAT, shipping costs are 9€ excl. VAT for mainland France and 10€ excl. VAT for Luxemburg and Belgium.

If you wish to return an item for a refund or an exchange, please contact our sales team. A toll-free number exists for clients calling from the following countries: France, Luxembourg, Belgium, Netherlands, Germany, Austria, Switzerland, Spain and Italy 00800 5282 5000, open from 09:00 to 18:00 from Monday to Friday (GMT+1) for assistance by phone.

From other countries contact by phone on + 33 247 91 12 34 by email at contact@laval-europe.com or by leaving a message on our Contact page.

If a product presents a manufacturing defect or if the customer is not entirely satisfied, the product may be returned within 14 days in its original packaging and complete with the invoice and the following "Return slip". If these conditions are not met; the return will not be accepted. After the 14-day limit, items can no longer be refunded or returned.

Download the RETURN SLIP

If a product presents a manufacturing defect or if the customer is not entirely satisfied, the product may be returned within 14 days in its original packaging and complete with the invoice and the "Return slip". If these conditions are not met; the return will not be accepted. After the 14-day limit, items can no longer be refunded or returned.

Download the RETURN SLIP

Jewellery repairs: Sterling silver jewellery costing less than twenty-five euros excluding VAT (€25 excluding VAT) and gold jewellery costing less than thirty-five euros (35€) is not eligible for our repair service.
For sterling silver or 18ct gold jewellery costing over the aforementioned amounts, a flat-rate fee of €10 (excl. VAT) will be added to the cost of the repair in line with the signed estimate.
Only jewellery from LAVAL collections and brands distributed by LAVAL, sent with a copy of the purchase invoice and the product reference within one year of the invoice date can benefit from our repair service. Failing this, processing costs will be invoiced at the rate of ten euros excluding tax (€10 excluding tax) per unidentified product.
If no trace of the product is found, it will be returned to the customer at their expense. 9ct gold jewellery, gold-plated or Majorica pearl jewellery is not accepted for repair.