FAQ

FAQ

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 2pm (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. 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 and PayPal, 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 :)

Delivery

What are the delivery zones? 

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

Germany, Australia, Austria, Belgium, Bulgaria, Canada, China, Cyprus, South Korea, Croatia, Denmark, Spain, Estonia, United States, Finland, Metropolitan France, Greece, Guadeloupe, Guyana, Hong Kong, Hungary, India, Ireland, Iceland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Martinique, Mayotte, Norway, New Caledonia, Netherlands, Poland, Polynesia, Portugal, Reunion, United Kingdom, Russia, St. Barthelemy, St. Martin, St. Pierre and Miquelon, Singapore, Slovakia, Sweden, Switzerland, Taiwan, Southern Territories, Thailand, Vietnam, Wallis and Futuna.

For orders outside this list, please contact us to arrange a possible delivery.

What are the delivery methods?

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 "History and details of my orders" section. Simply click on this heading to access the details of your last order and your parcel number. Another click on this number of parcel will allow you 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 3 more small working days 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.

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. 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?

Above all else, it is important to know in what material your shoes were made. Are they synthetic or leather? To find out, go to the shoe product sheet, "Description & Material" tab!

Synthetic shoes

For synthetic shoes, it's simple! They have the great advantage of not requiring any specific maintenance. However, we recommend that you do not wear them on days of heavy showers so as not to drown them ;). To clean them, a soft cloth slightly moistened should do the trick!

Leather shoes

For leather shoes, we recommend using shoe trees that will help to keep the shape of your shoes and prevent the leather from sagging. Thus, you will avoid deformations and unsightly folds of ease. For the matter, it's you who see! The plastic shoe trees have the advantage of being lightweight, and therefore more convenient to carry. The wooden shoe trees, meanwhile, will absorb moisture and transpiration accumulated during the day.

We also advise you to regularly brush your shoes to prevent dirt from getting stuck in the leather.

Finally, it is important to regularly apply a care cream (in small quantities, it should not smother the leather) that serves to nourish, recolor and waterproof the leather. The shoe polish is optional. It only serves to shine the leather in case the cream is not enough, and remains on the surface of the shoe, unlike the cream.

For suede shoes, the shoe tree is also used, as well as regular cleaning with a soft brush and a special suede / nubuck cleaner. A waterproofer can also be used but is not mandatory.

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?

Our Distributors Access is currently undergoing maintenance and will soon be available again with a brand new design and new features!

In the meantime, 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.

If you are located in metropolitan France, Belgium, the United States or Canada, we will give you the contact details of the agent in charge of your region.

What is the return policy on the Distributors Access?

We do not accept returns or exchanges for bulk orders. In case of non-compliance, contact our sales teams as soon as possible! They will find a solution :)

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 10:00am to 06:00pm. Our teams are located in France, at the headquarters of the company, to guarantee you the best service.


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Free delivery
from 30€ of purchase

Secure payment
SSL Secure

Free returns
In France, Belgium, Luxembourg and Spain

Customer service
Need an advice? From monday to friday

+33 (0)1 76 58 04 54