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Specialist supplier accompanying Clockmakers and Jewellers for five generations
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Frequently Asked Questions

The LAVAL EUROPE website is an exclusively BtoB e-commerce platform for professionals only.

If you are a private individual and are interested in purchasing an item on this website, please contact your local jewellers with the reference number letting them know that you have found the item on the laval-europe.com website.

We are able to deliver the item to your jewellers within 2 to 8 days depending on your location.

 

  •  My account

    •  Who can open an account?

      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.

    •  How do I open a webaccount?

      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.

    •  If I encounter difficulties opening my account, what should I do?

      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/uk/contact.html

    •  If I forget my password, what can I do?

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

    •  Can I modify my password?

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

    •  Can I modify my email address?

      Log-in to your account and then click on "My Login Details".

    •  Can I modify or add a new delivery address?

      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".

    •  Can I open more than one account for my shop?

      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.

    •  How do I unsubscribe from the newsletter?

      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 8582 0000 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/uk/contact.html

  •  My orders

    •  How can I be sure that my order has been processed?

      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/uk/contact.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

    •  Can I access my previous orders?

      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.

    •  Why are some items in the catalogue not available on the website?

      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.

    •  How do I place an order for custom branding?

      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/uk/contact.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 (see our terms and conditions). Make sure that you leave a comment on your on-line order indicating the list of articles to be custom branded.

    •  When will I receive my custom branded articles?

      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.

    •  How do I place an order for an engraved article?

      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.

    •  When will I receive my engraved articles?

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

    •  Why have the articles in my basket disappeared?

      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.

    •  Why does the site suggest different quantities for certain items selected?

      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/uk/contact.html

  •  Payment

    •  How can I pay for my order?

      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.

    •  Can I be sure that the connection is secure?

      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.

  •  Delivery

    •  When will I receive my order?

      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/uk/contact.html

    •  What are the postage and packaging costs?

      A delivery charge (shipment, post and packaging) is charged for any order. This delivery charge depends on the destination, weight, volume, carrier rates and current legislation. The delivery charges may be modified at any time to account for increases in the rates applied by our transporters.

      For delivery to mainland France
      Orders under 180€ excl. VAT: 12€ excl. VAT*
      Orders equal to or above 180€ excl. VAT and weighing less than 20 kg: 8€ excl. VAT
      For orders weighing between 20 kg and 30 kg: + 6€ excl. VAT (for a total of 14€ excl. VAT)
      For orders weighing more than 30 kg: 0.50€ excl. VAT per additional kilo

      For delivery to Belgium and Luxembourg
      Orders under 180€ excl. VAT: 16€ excl. VAT*
      Orders equal to or above 180€ excl. VAT and weighing less than 20 kg: 12€ excl. VAT
      For orders weighing more than 20 kg: 1.50€ excl. VAT per additional kilo

      For delivery to Austria, Germany, Ireland, Italy, Netherlands, United-Kingdom or Spain
      Orders under 180€ excl. VAT: 18€ excl. VAT*
      Orders equal to or above 180€ excl. VAT and weighing less than 20 kg: 14€ excl. VAT
      For orders weighing more than 20 kg: 2.00€ excl. VAT per additional kilo

      * If the order comes to less than 180€ excl. VAT but weighs more than 20kg, the weight terms are applied.

      For delivery to French overseas departments and territories:
      Shipping at your expense

      Delivery to all other countries: Shipping costs will vary according to destination, weight and volume.

  •  Refunds and returns

    •  What can I do if I am not entirely satisfied with an item?

      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 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/uk/contact.html

  •  Guarantee

    •  Are the LAVAL Europe products guaranteed?

      If an article presents a manufacturing defect or if you are not entirely satisfied, you have 10 days to return the merchandise in its original packaging and accompanied with the invoice. If these conditions are not met, the return will not be accepted.
      Beyond the 10 day delay, items are not refunded nor exchanged.

      Repairs:

      Jewellery costing less than 10 € ne peuvent bénéficier

      For jewellery with a value of 10 € or more, the cost of repairs will be charged to the client in addition to a fixed 5€ fee per as well as posting and packaging costs: 5 € for items sent to France and 8 € for Luxembourg and Belgique. For other destinations, please contact us before returning your jewellery for repairs.

      Only LAVAL bought jewellery is eligible for repairs during a one year period counting from the date of invoice. The invoice must be included when returning jewellery for repairs.

LAVAL is a major partner for the jewellery trade.
Discover our collections of jewellery presentation boxes, jewellery, findings, jewellery and watch-making tools...

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Delivery to most other European countries 3 to 5 working days.

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+33 247 91 1234
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