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  • Some delays can occur for the shipping of orders placed this weekend, thank you for your patience 💌
  • Returns extended until 05th January 2023 for all orders placed from 21st November 🎅
  • A question? Ask our Wubot 🤖
  • Some delays can occur for the shipping of orders placed this weekend, thank you for your patience 💌
  • Returns extended until 05th January 2023 for all orders placed from 21st November 🎅
  • A question? Ask our Wubot 🤖
  • Some delays can occur for the shipping of orders placed this weekend, thank you for your patience 💌
  • Returns extended until 05th January 2023 for all orders placed from 21st November 🎅
  • A question? Ask our Wubot 🤖
  • Some delays can occur for the shipping of orders placed this weekend, thank you for your patience 💌
  • Returns extended until 05th January 2023 for all orders placed from 21st November 🎅
  • A question? Ask our Wubot 🤖
  • Some delays can occur for the shipping of orders placed this weekend, thank you for your patience 💌
  • Returns extended until 05th January 2023 for all orders placed from 21st November 🎅
  • A question? Ask our Wubot 🤖

FAQ

Order

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

Your username is your e-mail address.

If you do not remember your password, go your account and click on "forgotten password". If the e-mail address is not recognized, do not hesitate to contact us

How long will it take to process my order?

Generally, all orders placed before 11AM is processed on the same day (except from weekends and French bank holidays). We take the products 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. 

I have not received a confirmation e-mail after I placed my order

It is possible that the e-mail arrived in your junk folder if it is your first order on the e-shop. In this case we invite you to check your junk folders and to confirm that e-mails coming from Vanessa Wu are not spams. The next ones will arrive directly in your inbox.

No e-mail in your junk folder? Don't hesitate to verify the e-mail address attached to your account from your customer's account

I want to modify/cancel my order

If your order is already shipped, it is unfortunately no longer possible to modify/cancel it. In this case, we invite you to return your order.

If your order has not been shipped yet, contact as soon as possible our customer's service who will proceed to the cancellation of your order.

 

Payment

How can I pay on the e-shop?

You can consult the list of methods available to pay on our Payment page!

My payment was refused, how to finalize my order?

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

 

Delivery

What are the delivery zones?

You can consult the list of eligible countries, with prices and delivery methods available 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 customer's account, via the "My order" section.

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

Consult our Returns page!

Can I have an exchange?

For logistical reasons, we do not offer exchanges. If you want to receive a different size, color or item, you can follow our standard return procedure (link) to get a refund and place a new order!

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 card 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.

I paid for my order in three interest-free installments, how will I be refunded?

If you return your order in full: the installments already paid will be fully refunded. The leftover installments will be cancelled.

If you return your order partially: the leftover installments will be recalculated depending of the total amount left to pay.

 

Products

How and where are your products 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. 

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 present on each product's page. 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!

The product I want is out of stock, will there be a restock?

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

For all products of the category "Last items", no restocking will be possible, it is therefore the latest pieces 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 « Composition and origin » 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 shoes. To 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 product has a flaw!

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

If you bought your product 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

How are my personal data used?

The data collected 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?

Cookies are small text files that can be used by websites and third-party services associated with them, to make the user experience more efficient!
Consult our Privacy Policy (lien) page to understand their utility / how to deactivate them. 

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?

Contact us and we will take care of it!

 

Distributors

I am a distributor of the Vanessa Wu brand, or I would like to become one.

For any question relating to the distribution of our brand, we invite you to contact our wholesale 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.

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in France, Belgium, Luxembourg, Spain, Italy, Germany, Austria, Ireland, Italy and Portugal!
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in France, Belgium, Luxembourg and Spain
Free returns
in France, Belgium, Luxembourg and Spain
Customer service
shop@vanessawu.fr
+33 (0)1 76 58 04 54
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