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.