Complete satisfaction or your money back
Returning your order is easy. You have 14 days since the day you have collected your parcel - at home or in a Point Relais - to claim an exchange or a refund. All you have to do is connect to your Vanessa Wu account and clic on MY ORDERS. Then follow the steps:
1. Select the order that contains the shoes you want to send back.
2. Select the model(s) you want to return, by ticking the box in front of the references.
3. Click on « Make a return » et your request reachs us. If everything is in order, we unleash the return process. Your Return Authorisation is accessible from your account, in the section MY MERCHANDISE RETURNS. It explains how to send back your parcel.Print it and once you have completed the different fields, place the form inside the original packaging, along with the shoes and their box.
The shoes must be returned to us in perfect condition. By this, we mean that they can have been tried on, but not worn! Above all, please never use the shoebox as a returns parcel.
Returns for a refund:
Once the product has been received and checked, we will issue a refund. You will receive an email to confirm receipt of the parcel and let you know that we are processing your refund. Please note that it can take 2-3 working days for the refund to reach your account. Provided that you do not request otherwise, and subject to the approval of VANESSA WU, the refund will be made via the same payment method used for the original order. We will reimburse the initial standard postage cost, but the cost of returning the item will not be refunded.
Returns for exchange:
Is your order the wrong size or colour? You can return the style in question (at your own expense), listing the desired size (or colour) on our returns form. We will then send you the new pair free of charge.
To discover which is your Vanessa Wu shoe size, the first return for size exchange is offered! To receive your complimentary return authorisation with Mondial Relay, please contact us
* Only valid in mainland France, except sales & promotions
Returns due to a defect:
In the event of an error on our part concerning the product you ordered or a proven defect, VANESSA WU will bear the charges for the return and redelivery. If a replacement is not possible, or if you would prefer a refund, we will reimburse you for the item and the delivery and return postage.