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?
Our logistic team process your orders from Monday to Friday, between 9AM and 5 PM. The treatment delay can vary, based on the delivery method selected:
- delivery Chronopost, Express International: all order placed before 11AM is shipped on the same day (excluding weekends and bank holidays)
- delivery Colissimo, Mondial Relay, Standard International: processed within 24 / 48h on business days (excluding sales periods)
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.
Can you give me a discount code?
We (almost) never do discounts, as we prefer to offer fair prices all year long! It is however possible to find our products at a discounted price on the e-shop during promotional periods, such as Sales or Black Friday. We also host Private Sales in our parisien showroom, accessible by reservation only. Subscribe to our newsletter to know about our next event!
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?
If you are based in France, Belgium, Luxembourg or Spain, you can get an exchange for a different size or a different article of the same price! All you need to do is follow our standard return procedure and select the option exchange.
If you are based in a different country, exchanges are not available. If you want to receive a different size or color, you can follow our standard return procedure 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. Don't hesitate to consult our New Collection to find your next crush!
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!
How can I add product(s) to my wishlist?
To add a product to your wishlist, you must first be logged into your customer account. Once this is done, all you have to do is click on the ❤️ present at the top right on each product picture when you are on the collection page. If you are on the product page, you can directly click on "Add to wishlist".
Loyalty program Wu Club
How can I join the Wu Club loyalty program?
To join our loyalty program for free, you need to create your customer account on our e-shop. Once your account is set up, go to the "My Profile" tab, check the box "Join the Wu Club," and click the "Update" button.
We are delighted to welcome you to the Wu Club and hope you enjoy the exclusive benefits we have prepared for you!
How can I earn points?
To gain points, you must first be logged into your customer account and have joined the Wu Club.
Earn points when you place an order exclusively on the e-shop www.vanessawu.fr, as well as during special occasions.
Points (valid for one year from the date you joined the Wu Club) are not credited instantly. Please allow 24 business hours for your points to appear in your account.
How to redeem a reward?
You can find all the rewards on this page.
Once logged into your loyalty space, you can redeem your points for a reward.
After unlocking your reward, you can continue shopping and apply your reward during checkout.
Be sure to add the reward to your order, as it cannot be added by our logistics team afterward. Only the items listed on your order confirmation will be shipped.
Please note that only one reward can be applied per order.
Where can I track my points balance?
You can directly check your points balance from your loyalty space.
How many points do I need to upgrade my status?
Within the Wu Club, there are three status levels: Wu Fan, Wu Lover, and Wu Addict.
All information related to these status levels can be found on this page.
I placed an order as a guest but have a Vanessa Wu account. How can I retrieve my points?
To accumulate points, you must be logged into your customer account and be a Wu Club member at the time of order confirmation.
Points cannot be transferred or manually adjusted by our team.
Please make sure you are logged into your account before finalizing your order.
How to leave the loyalty program?
You can unsubscribe from the Wu Club loyalty program at any time by contacting us via email at shop@vanessawu.fr or through our contact form.
All loyalty program benefits (points and rewards earned) will be permanently lost and cannot be transferred or recovered in any form.
Why was my account deleted?
We reserve the right to delete your loyalty account in case of abuse, in accordance with the terms and conditions of our loyalty program.
Any points and rewards associated with the account will also be deleted and cannot be transferred or compensated in any way.
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?
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?
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.
