Frequently Asked Questions

Your login is the e-mail address linked to your account. 

If you’ve forgotten your password, go to the Account page and click on Forgotten password. 
 You’ll receive a password reset link by e-mail. 

If you don’t receive this e-mail, it means the address you entered isn’t linked to an account. In this case, please contact our customer service team who will be happy to help you. 

At Vanessa Wu, we don’t offer discount codes as we believe in fair prices all year round. 

However, when you place your first order, you’ll receive a welcome kit if you’re signed up to our newsletter. You’ll also be the first to know about our special offers such as Sales or Black Friday. 
  • Order in preparation: please contact our customer service immediately. If the parcel hasn’t left our warehouse yet, we’ll be able to modify or cancel your order. 
  • Order already shipped: it is no longer possible to modify or cancel it. However, you will be able to return your order once you’ve received it. 
Sometimes our e-mail may end up in your spam folder, especially when placing your first order. Please check your spams and mark our messages as “not spam” so you receive the next ones directly in your inbox. 
 If you still can’t find the e-mail, make sure the address linked to your account is correct. 

We prepare orders Monday to Friday, from 9am to 5pm. 

  • Chronopost or Express International delivery: any order placed before 11am is shipped the same day (excluding weekends and public holidays). 
  • Colissimo, Mondial Relay or Standard International delivery: orders are prepared within 24 to 48 working hours. During busy periods (Sales, Black Friday, etc.), this timeframe may be slightly longer. 

Each item is carefully checked, packed and handed over to the chosen carrier. 
 Once your order has been shipped, you’ll receive a confirmation e-mail with your tracking number. 

If your bank declines the payment, the order is automatically cancelled. 

You can then place your order again, choosing the payment method of your choice. 
All accepted payment methods are listed on the Payments page. 
All the areas we serve are detailed on the Delivery page. 

Once your order has been shipped, you will receive an e-mail with a tracking link. 

You can also check the status of your order anytime in your account, under My Orders. 
  • If you live in the European Union: VAT is included in our prices, so no additional fees apply. 
  • If you live outside the European Union: customs duties or import taxes may apply upon delivery, depending on your country’s regulation

If your mailbox allows it, the carrier will leave your parcel there. Otherwise, it will be taken to a post office or at a partner merchant.  

You will receive an e-mail or a delivery notice with all the information to collect your parcel. In most cases, it is also possible to reschedule the delivery directly via the e-mail sent by the carrier. 

Please allow up to 2 weeks after dropping off your parcel at the Pickup Point for us to receive, process, and refund your return. 

You will be notified by e-mail as soon as the refund has been issued. 
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.
  • For a full return: we refund the installments already charged and cancel the remaining ones. 
  • For a partial return: the remaining installments are recalculated based on the new total after your return is processed. 

We offer exchanges in France, Belgium, Luxembourg, and Spain, either for another size or a different model. 

In case of a price difference: 

  • If the new item is more expensive, you can pay the difference directly when submitting your request. 
  • If the new item is cheaper, the difference will be refunded once your return is validated. 

To start the process, simply select “Exchange” when submitting your online return request. 

Start my exchange request 

For all other countries, we proceed with a refund : you can then place a new order. 
You have 30 days from the receipt of your order to make a return. 
 Full conditions and instructions are available on our Returns page. 

If you have placed an order on the e-shop, send us a photo at shop@vanessawu.com 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! 

Each design is conceived and drawn in France by Vanessa and her team. 

Production is then entrusted to our partner workshops in China, selected for their unique expertise. 

Vanessa visits these workshops several times a year to ensure production quality and the fidelity of the finishes. 
Most of our models cut normally. Each product page indicates the fit to help you select your ideal size. 

Some items return to stock after a restock or customer return. Activate the alert on the product page to be notified! 

Items marked as “Last pieces” will not be restocked, except in the case of a customer return. 
  • Synthetic: clean with a soft, slightly damp cloth. 
  • Fabric: use a soft-bristle brush. 
  • Leather: brush regularly and apply nourishing cream to protect and waterproof. 

Tip: Store your shoes in a dry place and use shoe trees to preserve their shape. 
Log in to your account, then click the 🖤 icon on the product photo or click Add to wishlist from the product page. 

We may delete a loyalty account in case of abuse, in accordance with the program’s Terms and Conditions. 

Any points and rewards associated with the account will be permanently removed and cannot be transferred or compensated. 

You can unsubscribe at any time by contacting us at shop@vanessawu.com or via our contact form.  

All your points and rewards will be permanently lost and cannot be transferred or recovered. 

To earn points, you must be logged into your customer account when placing your order. 

Points are neither transferable nor added manually. Make sure you are logged in before making a purchase.   

The Wu Club has three tiers, each granting access to exclusive benefits: 

  • Wu Fan: up to 400 points — access to exclusive gifts, student discount, triple points during special periods, personalization workshops, and partner offers (e.g., Nextory). 
  • Wu Lover: 400 to 799 points — all Wu Fan benefits plus the “Mini Shoe Designer” workshop. 
  • Wu Addict: from 800 points — all previous benefits plus invitations to exclusive events. The more points you accumulate, the greater your privileges! 
You can track your points directly from your loyalty account. 

All rewards are available on the Wu Club page. 

To redeem a reward: 

  1. Log in to your loyalty account and exchange your points for the reward of your choice 
  1. Add the reward to your shopping cart 
  1. Complete your order 

Only one reward per order is allowed. 

Only rewards listed in your order confirmation e-mail will be shipped. 

If a reward is missing from your order, our logistics team cannot send it separately. 

To earn points, log in to your customer account before placing an order. 

You accumulate points: 

  • during special occasions 

Points are valid for 1 year from your enrollment and appear in your account within 24 working hours after the order. 

Joining the Wu Club is free. Simply create a customer account on the e-shop. Once your account is created, your membership is automatic. 

We are delighted to welcome you and hope you enjoy all the exclusive benefits reserved for our members! 
All explanations are available on our Privacy Policy page. 
Simply click on the unsubscribe link at the bottom of any of our e-mails. 
Please contact us and we’ll take care of it for you. 

Your data is used to process your orders and improve your shopping experience. 

It is never sold to third parties. You can request access to or modification of your data at any time. 

To join our network of distributors, please fill out the dedicated application form. 
 Your request will be forwarded to the sales team responsible for your region, who will get back to you as soon as possible. 

For any additional questions, you can also reach us by phone at +33 (0)1 48 11 93 65. 

Contact us! 

📞 +33 (0)1 76 58 04 54 – Monday to Friday, 9:30am–1pm and 2pm–5pm 
 📍 Customer service based in France