Returns
Returns are accepted within 30 days from the delivery date. You can choose between:
- A store credit
- A refund
- An exchange*
*Available only for France, Belgium, Luxembourg, and Spain.
The replacement item will be shipped once we have received and processed your return package.
Step 1: Return conditions
For your return to be accepted:
- The product must be new (tried on but not worn)
- The product must be returned in its original box or packaging
⚠️ Never use the shoe box as a shipping box.
Place it inside the original outer carton (or another box) and seal it with tape. Important Recommendations
✔ Make sure all these conditions are met:
- Missing or damaged shoe box: €2 fee deducted from your refund
- Non-restockable product: return refused and reshipment charged €2
Step 2: How to return your package
France / Belgium / Luxembourg / Spain
- Submit your request through our return portal
- Download and print your free Mondial Relay© return label
- Stick the new label over the old one
- Drop your package at the Mondial Relay Point of your choice
- Keep the confirmation email sent by Mondial Relay to track your return
Submit a request | Find a Pickup point
Other Countries
- Submit your request through our return portal to generate your return slip and place it inside the package
- Return at your own expense with the carrier of your choice (recommended: tracked shipment with signature)
- Keep your tracking number until you have received confirmation of your refund. It will allow you to track the package and provide it to us if you have questions about your return.
Return address:
ENTREPOT VANESSA WU
3 RUE EUGENE HOUDRY
95410 GROSLAY FRANCE
shop@vanessawu.com | +33 (0)1 76 58 04 54
Step 3: Exchange / Store Credit / Refund
Processing time: Allow about 2 weeks for your package to be received and processed.
- Exchange: You will first receive a confirmation email, followed by a shipping e-mail with the tracking link for your new package.
- Store credit: The code will be sent immediately via automated e-mail — make sure to keep it safe.
- Refund: It will be processed to the payment method used at checkout and visible on your account within approx. 3 business days.
⚠️ Shipping fees are only refunded if all items of the order are returned, and only up to the standard shipping cost.
You didn't hear from us?
Contact us if you haven’t received any update within 2 weeks after dropping off your return package at a Pickup point.
An issue with your order?
- Wrong item or defect: please contact us quickly with a photo and proof of purchase.
- Response guaranteed within 24 business hours (max. 48h).
