Retour

FRENQUENTLY ASKED QUESTIONS

Order

How to order?

Ordering is easy! First, register or log in to your Vanessa Wu account via the "Login" button at the top right of the screen. Then choose the pair of your choice in "All the shoes" or via the subcategories, then click "Add to Cart". When your items are all in the cart, let us guide you through the purchase process by clicking the "Order" button.

I do not remember my username/password. How to do?

Your username is easy to find: it's your e-mail address :)

If you have forgotten your password, go to the "My Account" page and click on "I forgot my password". You will receive an email allowing you to reset your password.

If the mentioned address is not recognized, do not hesitate to contact us so that we can verify that there was no error during your registration.

How long will my order take to process?

Generally speaking, all orders placed before 11am (from Monday to Friday) are processed the same day. We take the shoes from our warehouse, perform a quality check and package them for delivery. The parcel is then stamped and delivered to the selected carrier before the end of the day.

You can track the delivery of your package at any time by logging into your customer area.  

Payment

How can I pay?

You can pay by credit card (Carte Bleue, Visa, Mastercard) or via PayPal, Stripe and Alma (if you are located in France or Belgium). The monetary transaction is effective as soon as you have finalized your order. You will immediately receive an order confirmation email and will be able to download the invoice from your customer area.

My payment was refused, how to finalize my order?

If payment is refused by your bank, the order is automatically canceled. In this case, we invite you to place a new order!

Is payment by credit card secure?

The banking transactions carried out on our site are managed by our service providers PayPlug, PayPal, Stripe and Alma, recognized to guarantee a very high level of security. All transactions made on our e-shop are encrypted and secured according to the highest current security standards (SSL certificate of data encryption). In addition, our site obeys the HTTPS protocol which guarantees the confidentiality of the data sent by the user!

So there is no worries to have, we will never be in possession of your banking data :)

How does the payment in 3 interest-free installments work?

To benefit from the payment in 3 interest-free installments, you must be located in France or Belgium and have a cart of minimum 50€. If these conditions are met, the option "Pay in three interest-free installments" will automatically appear at the payment step. Once this option selected, you will be redirected to a page managed by Alma (our service provider) and will then have to provide the informations necessary to the validate your order. Once the payment is validated, please wait to be automatically redirected to the e-shop for your order to be confirmed! 

Delivery

What are the delivery zones? 

We deliver all over Europe, but also in other countries further afield!

You can consult the list of eligible countries and the prices and delivery methods on our Delivery page.

How to know where my package is?

We will send you an e-mail as soon as your package is shipped with a link allowing you to follow the delivery of your package. You can also access the delivery tracking of your current order in your "My account" area, via the "Tracking" section. Simply click on this heading, and then search either with your email address and zip code, or with your tracking number. You will then be able to follow the state of your delivery on the site of the carrier concerned. You will know in real time where your delivery is!

What happens if I am not at home at the time of delivery?

If you are not at home during the passage of the postman or the deliveryman, the parcel is then deposited either in your mailbox (if this one is big enough), or in post office or at a partner merchant. You will be notified by email or via a notice in your mailbox. Then just go to the place shown with an ID to retrieve your package!

Do I have to pay import taxes?

If you are located in the European Union, you will have nothing to pay on delivery of the package, because VAT is already included in our prices.

Outside the European Union, it is possible that charges will be applied upon receipt of the package so that the country of destination recovers its rights. These rights are applied according to country-specific rules, which therefore correspond to specific economic models. The amount of these fees is variable. It usually includes applicable VAT in the country of destination and customs duties. To find out more about the specific duties and taxes applicable in your country, we invite you to contact the Customs Service of your country.

Returns

What is the return policy on the E-shop?

See return policy.

I have no news of my return, did you receive it?

Do not hesitate to check the delivery of your parcel with the tracking number indicated on the proof of deposit. Once the package indicated as "delivered", wait 1 more week the time that we treated your return. If you do not have news after this time, contact us!

My credit card has expired / I have changed my credit since my purchase, how will I be refunded?

Refunds are usually made to the bank account associated with the card used in the initial transaction, not the card itself. Therefore, even if the credit card no longer exists or has been put in opposition, you will still receive your funds in your bank account.

How can I change the credit card associated to my payment in three interest-free installments? 

Once your order is validated you receive a confirmation email from Alma (our service provider of the payment in multiple installments)This email’s sender address is paiement@getalma.eu (think to check in your spams folder!). This summarising email allows you to access to your payment schedule and to change the credit card used for your future installments.

Items

How and where are your shoes made?

Vanessa knows exactly how our plants in China work. She goes there regularly to validate her next collection, to adapt forms, materials or unsuitable colors, and to check the production before the shoes are shipped to France. To find out more, everything is explained on this page!

I am between two sizes, which one to choose?

Most of our models cut normally. To be sure of your shoe size, don't hesitate to refer to our Size guide. If you are between two sizes, we generally recommend that you choose the size of the bottom. However, it is possible that one model size differently from another. That's why we indicate on each product sheet how to size the shoe, so that you can choose the ideal size the first time!

I'm looking for a model but is exhausted, will there be a restock?

It is quite possible that an exhausted size is back in stock, following a restocking or a customer return. To be alerted when the size is available again, click the alert request button. You will receive an automatic email once the size is available!

For shoes of the category "Last Chance", no restocking is possible, it is therefore the latest sizes available.

How to properly maintain my shoes Vanessa Wu?

First, it is essential to know which materials were used to create your shoes. Are they made with synthetic material, fabric or leather? To get this information, check the product’s page on the e-shop, everything you need to know is detailed in the « Material » tab. 

Synthetic shoes:

For synthetic shoes, it’s easy! They have the great advantage of not needing specific care. However, we do advise you to not wear them on rainy days to avoid drowning them ;) To clean them, you can use a rag slightly humidified and it should do the trick!

Waterproofing synthethic shoes is not recommended. If you still wish to waterproof your shoes, we advise you to test a small quantity of the product on a small part of the shoe, that is hidden in order to avoid any undesired chemical reaction.

Fabric shoes:

The cleaning process of fabric shoes (suedette, velvet effect) is the same than for synthetic shoesTo clean them, all you need is a soft brush to remove impurities without damaging the matieral! Waterproofing is also not recommended.

Leather shoes:

We advise you to regularly brush your shoes to prevent dirt from getting stuck in the leather. It is also important to regularly apply a leather conditioning cream (in small quantity) to nourish, revive and waterproof the leather. Shoe polish is optional. It only makes the leather shine in case the conditioning cream wouldn’t be enough, and stay at the surface of the shoe unlike the cream. Waterproofing sprays aren’t necessary, the conditioning cream is sufficient!

Whatever the material your shoes are made with, we would advise you to use shoe trees that will preserve the shape of your shoes and avoid the leather to collapse. As such, you will avoid deformations, and disgraceful creases. For the material, it’s up to you ! Plastic shoe trees have the advantage of being light, and as such more convenient when travelling. Wooden shoe trees, on the other hand, will absorb humidity and sweat accumulated during the day.

I think my Vanessa Wu shoes have a flaw!

If you have placed an order on the eshop, send us a photo at shop@vanessawu.fr and we will find a solution.

If you bought your shoes from one of our resellers, we invite you to contact them directly. Indeed, each reseller is independent and therefore has its own customer service, and we do not interfere in their business. If a problem occurs, it is up to the dealer to decide how to fix it, then contact the brand if necessary!

Personal data

Why do I have to create my Vanessa Wu account? How are my personal data used?

The data collected on your account is used to respond to your requests and improve your experience on the site; in particular in order to process your orders and to be able to warn you of the evolution of these. This information is never shared with third parties or resold.

VANESSA WU is registered with the CNIL under the number 1862610. This registration represents for VANESSA WU a commitment to comply with the law of January 6, 1978, relating to computers, files and freedoms. And, according to this law, you have a right to access and rectify your personal data.

What are cookies ? How to delete them?

VANESSA WU collects on its website data concerning its users and more particularly during the creation of an account, the placing of orders or by means of cookies. Only the information that you communicate to us is processed. Regarding cookies, it is possible to disable them by following the instructions provided by browsers.

How to unsubscribe from the newsletter?

You can unsubscribe from our newsletter by simply clicking on the link provided at the bottom of the page in the last newsletter you received.

How can I change or delete my Vanessa Wu account?

Your personal information may at any time be modified or deleted from our databases upon request. Send us an email and we will take care of the removal!

Distributors access

I am a distributor of the Vanessa Wu brand, or I would like to become one. How to access my Distributor Area?

For any question relating to the distribution of our brand, we invite you to contact our sales team by email at contact@vanessawu.fr, or by phone at +33 (0) 1 48 11 93 65.

You have not found the answer to your question?

Contact us!

For any questions, you can contact the customer service with the contact form or by phone +33 (0) 1 76 58 04 54 from Monday to Friday from 09:30am to 5:00pm (UTC+1). Our teams are located in France, at the headquarters of the company, to guarantee you the best service.


Buy Now Pay Laterin France and Belgium (from 50€ of purchase)

Free deliveryin France, Belgium, Luxembourg and Spain

Free returnsIn France, Belgium, Luxembourg and Spain

Customer serviceshop@vanessawu.fr

+33 (0)1 76 58 04 54