Customer Service

DELIVERY DELAYS

For products in stock, except during peaks periods, delivery is made within 4 or 7 business days (including 2/3 days of preparation) 

For delivery to the UK, the carrier is DHL (via Global-e, our international shipping partner) 

At times of increased sales activity, order preparation and dispatch times may be exceptionally longer (Outlet, sales, Christmas time etc..)


DELIVERY COSTS

For the UK, the delivery is free for orders above £250

If the order is under £250, the delivery cost is £10 

You can fin here all the informations about our delivert costs : https://service.global-e.com/Categories/how-much-will-it-cost-to-ship-to-my-country 


 

TRACK MY ORDER 

You can find all the information about your order in your ‘My account’ area. You can track the various stages in your order's processing.

Once your order leaves our warehouse, we will immediately notify you with an email.

This message will give you the tracking number, enabling you to follow your order online here :http://www.bglobale.com/Order/Track/mZMY

Simply click on this link to see where your package is currently located in real time.

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MY ORDER IS NOT SHIPPED YET

Please check that your order is not suspending due to a secure payment process. If it does, your order status is "Waiting for supporting documents". You have received this request on your emails, please check your "spam" box. 

If not, and if after 72 hours your order status is still "pending", you can contact us through our help center : service.global-e.com/?id=bc838f97-2b69-460c-bc58-9ee48b88dd16
Our team will investigate. 
 

Add articles Once your order is finalized

if you have already paid for your order online, it is impossible for us to make any changes (change of model, size) for technical and logistical reasons.

Upon receipt of the package, if the order does not suit you, you can request a return from your customer area (you can refer to our return procedure).

You can therefore place a new order for the other parts you need.

Change delivery address

Unfortunately, the address of an order placed in shipped status can no longer be changed. However if your order is in preparation status we have very little time to change your delivery address from a logistics point of view. Thus we cannot guarantee that the modification is possible but we invite you to contact us to make the request.

Once you received your order at your address, you have 14 business days to make your return on the website.

Return costs depend on the weight of the return. For UK, the returns can be approximately 15/20 £ 
 
We provide return documents (available when you connect to your customer account). The return fee will be deducted from the refund once the return is processed. 

You can generate your return documents on your personal account : clikc on "Orders" , "Sent" and "See your order". 
You will be able to edit your return on the Global-e platform : https://service.global-e.com/Categories/How-can-I-return-an-item


Exchanges are not possible. You can make your return and place a new order on the website. 

 

We do not carry out any exchanges at our warehouse. Any return will be refunded.

If you want another size, model or color, simply return the item(s) you want and place a new order on our site.

However, exchanges are possible in Vanessa Bruno stores in France (depending on the available stock).


EXCHANGE IN STORES

You can go to a Vanessa Bruno store (in France) to exchange your items (ordered on our website).

You must present your proof of purchase during your visit. You have 30 days to make your exchange in store.

However, our stores cannot process refunds. 

Find your ideal size easily with our dedicated tool.

Choose the perfect size in just a few steps: https://uk.vanessabruno.com/c/la-maison/la-maison/how-to-choose-the-right-size---301.html

1. Click on “Find my size” on the product page.
2. Enter your height and weight in our recommendation tool.
3. Take a photo with one click for an even more accurate suggestion.
4. Receive a tailor-made recommandation thanks to our size guide.
 

DAMAGED PACKAGE

Despite all of our Quality checks, it is possible that a confirmity issue may arise.
You have 72 working hours from the date of receipt of your order to report any problem with the conformity of the products received.

We invite you to contact us via our help center:http://service.global-e.com//fr/?id=bc838f97-2b69-460c-bc58-9ee48b88dd16&isPro=false In the event of a defective product, and after VANESSA BRUNO has noted the defect in the product, our team can send you a return label.

GUARANTEE

You will find our warranty conditions below: - Shopping bag (except raffia):
6 months - Raffia bags,
tote bags and accessories: 3 months
- Leather goods:> 1 year
- Ready-to-wear: <6 months

After-sales services without proof of purchase (invoice, receipt or bank statement) are not accepted. Following the expertise of our Quality team, a repair, an exchange or a credit note may be offered depending on the warranty conditions. No reimbursement for after-sales service is made.

We would like to thank you for your interest in our brand.

For all questions relating to:
- The payment
- The stock
- A forgotten password
- A problem encountered on the website

We invite you to visit our help center and if necessary contact us directly here: http://service.global-e.com//fr/?id=bc838f97-2b69-460c-bc58-9ee48b88dd16&isPro=false