FAQ

How do I order?

Ordering is easy! First, register or log in to your Vanessa Wu account. Then visit the e-shop and, when you find a style you like, click Add to Cart. When you have finished adding items, click Proceed to Checkout to make your purchase.

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 passed on to our courier Colissimo or Mondial Relay.
Orders placed after 2pm are processed on the next working day as a priority.
For Colissimo orders, you will be notified by email when your parcel has been dispatched and you can track your order at www.colissimo.fr  

I am a Vanessa Wu distributor or would like to become one.
How do I access the Distributors’ Area?

In order to access the Distributors’ Area, you need to register with your shop’s intra-community VAT number to create an account. Once that is done, you will receive a confirmation email containing the login details for your account.

How can I pay?

We accept the following cards: Carte Bleue, Visa and Mastercard. The transaction will be processed immediately after you complete your order. You will receive an email confirming your order immediately, and an invoice will be sent via email when your parcel is delivered. 

Are card payments secure?

Our partner Société Générale’s online payment system means that your transaction is completely secure.
VANESSA WU does not collect or store your payment information, ensuring the confidentiality of the data collected by our trusted third party to process the payment.

What are your delivery options?

VANESSA WU offers the following options:
- delivery with Colissimo to your home or any other address you have specified
- delivery to your chosen nearby pickup point with Mondial Relay

When will my order be delivered? 

Your parcel will be delivered between Monday and Saturday 3-12 working days after dispatch. Orders placed after 2pm on a Friday will be processed on the following Monday.
Processing orders may take longer than usual during peak sales periods. We apologise for any inconvenience that this may cause.

How can I track my order? 

When your order is dispatched, we will send you an email with a link allowing you to track the delivery of your parcel. You can also track the progress of your order in the My Account section of this website under the heading My Latest Order. Just click on the heading to see the details of your most recent order and your parcel number. Clicking on your parcel number shows the status of your order on the relevant courier’s website, giving you the location of your parcel in real time.

What happens if I’m not at home when my order is delivered?

If you are not at home when your parcel is delivered, the postman or courier will leave a failed delivery card. This notice will state the time and date of the delivery attempt, as well as the Post Office branch where you can collect your parcel. When collecting your parcel from the specified Post Office branch, you will need to bring the failed delivery card and a form of photo ID. We can also deliver to your office: all you have to do is specify your work address!

Which countries do you deliver to?

We deliver throughout metropolitan France, as well as to Germany, Belgium, Luxembourg, the Netherlands, Austria, Denmark, Spain, Finland, the UK, Greece, Ireland, Italy, Portugal, Sweden and Switzerland.
For delivery in any other countries, please contact us, so that we can arrange a special delivery.

Will I have to pay import taxes?

Prices for products exported outside the European Union do not include taxes. This means that the customer is considered to be the importer. If customs duty, import tax or other amounts apply due to the product’s destination, these are to be borne by the customer, who is advised to carry out any necessary checks and actions before confirming an order.

Customer services

If you have any questions, please contact customer services via the contact form or by phone on +33(0)1 76 58 04 54 from Monday to Friday between 10am and 17.30pm (CET).
Our customer service department is located in France, in our Parisian showroom, to give you the best service.

What is your returns and exchange policy?

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 click 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.

How long does the returns process take?

You have 14 days from the product first being delivered to your address to return the item that you no longer wish to keep.After this period, we will no longer be able to accept a returned product.

Why do I have to create a Vanessa Wu account?
How is my personal information used?

The information collected from your account is used to respond to your needs and improve your experience on the site, particularly in terms of processing your orders. This information is never shared with third parties or sold on.
VANESSA WU is registered with the French data protection authority CNIL under number 1862610.
For VANESSA WU, this registration represents a commitment to upholding the French Act on data processing, data files and individual liberties of 6th January 1978. Furthermore, in accordance with this legislation, you are entitled to access and correct information that relates to you.

What are cookies?
How do I delete them?

The VANESSA WU website uses cookies to collect data about its visitors and, more specifically, when an account is created and orders are placed. The only data used is the information you provide to us. To disable cookies, follow your browser’s instructions.

How can I unsubscribe from your newsletter?

You can quickly and easily unsubscribe by clicking on the link at the bottom of your latest VANESSA WU newsletter.

I have forgotten my username/password.
What should I do?

Retrieving your username is easy: it’s your email address.
If you have forgotten your password, go to My Account and click on “Forgot your password?” You will then need to enter the email address linked to your account and reset your password. 

How can I change or delete my Vanessa Wu account?

You can change your personal information or have it deleted from our database at any time by simply contacting us to request this.