Returns
Returns are accepted within 30 days from the date of receipt. You have the choice between store credit, a refund or an exchange*!
* Valid for customers based in France, Belgium, Luxembourg and Spain
Step 1: return conditions #checklist
- The product must be brand new (tried on, but not worn)
- The product must be returned in its original box or packaging
Above all, never use the shoebox as a return package. Put the shoebox back in the original packing box (or another one), and tape it!
CHECK! Verify that the requirements have been met. Any missing or damaged shoebox will be charged 2€.
If the condition of the product doesn't allow us to put it back in stock, we will not be able to accept your return and the shipment of your product back to you will be charged to you 2€, which would be a real shame.
Step 2: how to send your return parcel
According to your country, the return conditions are as follows:
> France / Belgium / Luxembourg / Spain
Edit your free Mondial Relay© return label through our return portal:
TIP! Ideally, the new label should overlap the original label so that there is no routing error.
After sticking your Mondial Relay© label on your package, all you have to do is drop it off at any relay point in the Mondial Relay network.
KEEP! Once the label is generated, keep the confirmation email sent by Mondial Relay. It will allow you to track the delivery of the parcel, and give us the tracking number if you have questions about your return.
> The Netherlands / Portugal
Edit your free Mondial Relay© return label through our return portal:
- Cost of return label from the Netherlands: 6€
- Cost of return label from Portugal: 5€
TIP! Ideally, the new label should overlap the original label so that there is no routing error.
After sticking your Mondial Relay© label on your package, all you have to do is drop it off at any relay point in the Mondial Relay network.
KEEP! Once the label is generated, keep the confirmation email sent by Mondial Relay. It will allow you to track the delivery of the parcel, and give us the tracking number if you have questions about your return.
> Other countries
- STEP 1
Create your return request through our return portal and generate your return form, to insert in your return parcel:
- STEP 2
You can return items that do not suit you at your expense by using the carrier of your choice. We recommend that you choose a shipment with signature and keep the tracking number of the package in case it is requested by the customer service. Please send your package back to the following address:
ENTREPOT VANESSA WU
3 RUE EUGENE HOUDRY
95410 GROSLAY
FRANCE
shop@vanessawu.fr
01 39 64 78 80
Step 3: refund / store credit / echange
NEW: For all customers based in France, Belgium, Luxembourg and Spain, we now offer the possibility to get an exchange for another size / an article of the same price.
It will take about 2 weeks for the package to be sent to our warehouse, we will process it, and we will proceed with the refund or store credit of the product(s) price and the standard costs of delivery, or to the shipment of the exchange.
- If you opted for a refund, you will receive an automatic email once the refund has been made. It will appear within 3 working days on your bank account.
- If you opted for a store credit, the code will be immediately sent to you by email. We advise you to keep this one preciously!
- If you opted for an exchange, you will receive a confirmation email with the tracking number of your new parcel
DONE! The refund will be made via the payment method used during the order, and will be visible on your account within 3 business days.
Please note that the costs of delivery shall be refund only if you return all of the ordered items and within the limit of the costs of standard delivery.
No news of your return?
If you do not have news after 2 weeks following the shipment of your return, do not hesitate to send us a message indicating the parcel tracking number so we can locate it.
Something wrong with your order?
If you have a problem with your order (wrong item received or manufacturing defect), contact us!
In order to facilitate the treatment of your request, we recommand you to attach a photo of the problem encountered as well as your proof of purchase / your order number.
Victoria will come back to you with a solution within 24 working hours (48h max, we promise).
