Customer Service

Customer Service

Help on the website

orders & shipping

Returns & Refunds Christmas Time

After Sales Services

Assistance

  • Help on the website
  • orders & shipping
  • Returns & Refunds Christmas Time
  • After Sales Services
  • Assistance

Help on the website

I cannot log in to my account / I forgot my password

If you are already registered with us and if you wish to place an order, you have to sign in and enter your email address and your password.

If you have forgotten your password, you can receive it by email, on the log in page, on the link « Forgotten your password ? ».


If your are not registered with us you have to sign up first. You will have to provide personal information, such as your email adrress.

Note that you have to respect the uppercases and lowercases of the new password you will receive.
Don't forget to check your "spam" box

If you want to modify your password, please log in and access to "My personal information" and enter a new password in the dedicated fields.

If you have connection problems, you can contact our Customer Service : eshop@vanessabruno.fr

How can I use my coupon?

The promotional code is associated with a special operation. It is for single use and cannot be combined with other benefits.

How to use coupons :

The coupon should be entered in the dedicated field "Promotional code" of the shopping cart.

We strongly recommend that you finalize your order immediately after entering your code in order to avoid any malfunction that would cause you to lose the benefit.

It is not possible for us to re-credit the commercial advantage associated with a code if it does not work anymore. As a result, we do not accept any complaints regarding the misuse or omission of the use of a code.

 

orders & shipping

Delivery time & costs

DELIVERY DELAYS

For products in stock, except during peaks periods, delivery is made  within 4 or 5 working days

At times of increased sales activity, order preparation and dispatch times may be exceptionally long (sales archvies, soldes etc..)


DELIVERY COSTS

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

Delivery in 4 hours in Paris

Delivery by courier (delivery in 4 hours), delivery is 12 euros (within the limit of available stocks).

Once the order has been accepted and validated by the Vanessa Bruno boutique (depending on available stock), the order is delivered within 4 hours by the courier.

This delivery service is available Monday to Friday between 11 am and 4 pm : 

Case 1: Order placed between 11 a.m. and 4 p.m. > same-day delivery within 4 hours as soon as the shop has validated the order (depending on its stock).

Case 2: Order placed after 4 p.m. > next day delivery from 11 a.m.


This delivery option is open only for Paris and Lyon.

Free delivery from an announced amount does not apply for an order in express delivery by courier. 
 

Track my order

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 : https://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 :http://service.global-e.com/?id=bc838f97-2b69-460c-bc58-9ee48b88dd16
Our team will investigate. 

 

I want to add items to my order or change the delivery address

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.

Payment in installments

Payment in 3 installments (free of charge) is available from 250 euros of purchase on our website.

This payment option is only available for metropolitan France.

If you are in an overseas department or in another country, payment in 3 instalments is not possible.

Order claim

In the event of a defective item or an anomaly in your order (missing item, damaged package, repackaged package, etc.), you have 2 business days from the date of receipt of your order to notify us of any product conformity problem. 

An email with photos and the order number must be sent to Customer Service (eshop@vanessabruno.fr) to report any quality problem. The customer will have to wait for the return of Customer Service with the instructions to follow.

If the 72-hour deadline for reporting any anomaly is not respected, our team will not be able to take charge of your request. 
 

Terms of offers

SALES: Up to 50% off select Fall Winter 2022 collection.
Offer valid from January 11, 2023 to February 7, 2023. While stocks last.

With the code EXTRA10, take advantage of -10% extra on sale items (from February 3 until February 7, 2023).

If your item is not on sale, the code will not apply.

Once the order has been validated, the code cannot be applied afterwards.

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From January 26, 2023 to February 5, 2023 on the official Vanessa Bruno website

"A Heart patch offered with the code AVECAMOUR for any purchase of a personalized canvas or linen tote * "

* Offer valid from January 26, 2023 to February 5, 2023 on a selection of 8 patches (references 0EVP01-V44201-100, 6HVP01-V44060-100, 6HVP01-V44047-100, 7HVP01-V44114-100, 0EVP01- V44202-100, 9HVP01-V44194-100, 9HVP01-V44195-100 and 1EVP01-V44216-100).
In the limit of the available stock.
The discount is made when validating your basket with the code AVECAMOUR – One patch offered per order.

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From January 26, 2023 to March 5, 2023 at the Vanessa Bruno Accessories Corner of Printemps Haussmann
A Heart patch offered for any purchase of a personalized canvas or linen tote bag *"
* In the limit of the available stock.

Returns & Refunds Christmas Time

Return procedure for exchange or refund

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

The procedure for an exchange is the same, we invite you to return the item to us for a refund and to place a new order.

The return is free, you can connect to your personal account in "Orders" and edit your return documents. 


The return address is:

LOGISTIQUE NC
RETOUR ESHOP VANESSA BRUNO
17 Rue du noyer à la malice
95380 Louvres
​FRANCE


You must keep your proof of return (proof of shipment stamped with the return tracking number).”

----

The item (s) must be returned in its / their original condition. Upon receipt of the return by our logistics team, the refund will be processed within approximately 10 working days in your bank account.

Is an exchange possible?

We do not carry out any exchanges on our site. Any order 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 (depending on the stocks).


EXCHANGE IN STORES

You can go to our Vanessa Bruno stores to exchange your items (ordered on our site).

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. 

CHRISTMAS TIME

CHRISTMAS:

For all orders placed from December 1st, return times are extended. You have 45 days after receipt of your order to make a return.


The return is free (for Europe).

You can connect to your personal account in "Orders" "Sent" and edit your return documents. 

Once your package is received at our warehouse, your refund will be processed as soon as possible (under 10 business days). 

You must keep your proof of return (proof of shipment stamped with the return tracking number).


The item (s) must be returned in its / their original condition.
Upon receipt of the return by our logistics team, the refund will be processed within approximately 10 working days in your bank account.

After Sales Services

Package delivered damaged and guaranteed

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: https://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.

Take care of my Vanessa Bruno Cabas tote bag

On each product page, you can find advice on how to care for your handbag, tote bag or shoes.

For cabas tote bags, the care instructions is different depending on the material of the bag. 


To clean your canvas and linen cabas, we recommend that you apply clear water and Marseille soap on the stained parts, while protecting the sequins.
Then you can let your bag air dry.
You can also do a soft dry brushing to dust your cabas. 

Machine washing should be avoided as this may damage the bag and in particular the sequins. 


Sequins are the most fragile components of the bag.
As the bags are handmade, the sequins are sensitive to friction and natural wear-and-tear. As a result, some sequins may become detached or lose their colour. They should be handled with the utmost care.
Vanessa Bruno does not provide a sequin repair service.
 

Assistance

Payments - Stock - Questions

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: https://service.global-e.com//fr/?id=bc838f97-2b69-460c-bc58-9ee48b88dd16&isPro=false

I cannot log in to my account / I forgot my password

If you are already registered with us and if you wish to place an order, you have to sign in and enter your email address and your password.

If you have forgotten your password, you can receive it by email, on the log in page, on the link « Forgotten your password ? ».


If your are not registered with us you have to sign up first. You will have to provide personal information, such as your email adrress.

Note that you have to respect the uppercases and lowercases of the new password you will receive.
Don't forget to check your "spam" box

If you want to modify your password, please log in and access to "My personal information" and enter a new password in the dedicated fields.

If you have connection problems, you can contact our Customer Service : eshop@vanessabruno.fr

Frequently asked questions

What are the delivery prices and delivery time ?

Delivery price depends on delivery times and delivery zone. We deliver in Metropolitan France, including Corsica and in the European Union. Orders in stock in our warehouse are sent within 2 days. For further details about delivery conditions, read our Terms and Conditions of Sale.

Is online payment secure ?

Payment is made in euros on the Vanessa Bruno website, in the English language.

All data of your order and your payment is sent encrypted by SSL, from your computer to the electronic payment terminal of our banking partner, Ogone.

You can check that the security system is operating by the presence at the bottom of the page of a locked padlock security symbol. Therefore, you can pay online safely, no data is stored.

In order to combat online fraud, Vanessa Bruno has chosen to use the 3D Secure system implemented by financial institutions since 1 January 2009.

The 3D Secure standard has a policy of requesting additional information, known to the bank and the holder of the bank card during a transaction. It helps strengthen the authentication of its customers during online payments. This authentication ensures that the bank card is indeed being used by its rightful owner.

Specifically, when paying on a sales website with the "MasterCard Secure Code" and "Verified by Visa" logos, a new window appears asking for personal information from the payer. This can be the date of birth of the holder of the payment card or a secret code sent by SMS, depending on the customer's bank. The checking of the entry of this information makes it possible to verify that the user, who is making the payment, is truly the person associated with the card being used. If you are not yet in possession of your 3D Secure code, please contact your bank.

This authentication is mandatory and any refusal or error in entry of the personal information will result in the cancellation of the transaction.
You can pay for your purchases using two means of payment. By bank card or PayPal.
The bank cards accepted by the website www.uk.vanessabruno.com are VISA, MASTERCARD, MAESTRO, AMERICAN EXPRESS AND CB
If you want to pay for your purchase via PayPal, simply choose this payment method in the purchase funnel, a link will redirect you to the PayPal payment platform where you simply log into your account or create one, to access the payment process.

How can I track my package ?

You will find all the informations about your order in "My Account" section. You will be able to see the status of your order.
You will be notified by email when your order leaves our warehouse.
This message will contain a number to track your order online. You will have to click on the link to know where your package is.

How can I return my product ?

In your Costumer Area, you will be able to view your order history. You can also ask for a cancellation. If the order has not left the warehouse yet, cancellation is possible and you will reveice a refund. If the order has already left the warehouse or has been delivered, you can download directly the return tag from your Costumer Area to insert on the package. Returning fees will be at our charge. Once the returning order is received and checked in our warehouse, we will proceed with the refund.

How can I use my coupon ?

Coupons are required for specific promotions. They can be used once and you cannot use more than one coupon in the same order.

How to use coupons :

The coupon should be entered in the dedicated field of the shopping bag, before your order is confirmed. Once your order is confirmed you cannot benefit from the special offer anymore and the coupon is lost.

Furthermore, most of the coupons have a fixed time duration.

Any question ?

Contact us using the form

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