Customer Service

Delivery time & costs

DELIVERY TIMES

Delivery for orders in metropolitan France is 3 to 4 working days (except peak periods).

In periods of high commercial activity (Archives, Privilege Sales, sales, etc.) preparation times are extended.

For personalized orders (tote bags and personalized accessories with badges or embroidery), preparation times are 10 additional working days because our Parisian Atelier must carry out the customizations by hand.



DELIVERY OPTIONS - FRANCE


1. HOME DELIVERY:

- with the carrier Chronopost: for orders shipped by our warehouse

- with the carrier TNT (Fedex): for orders shipped by a Vanessa Bruno store


2. DELIVERY TO STORE (CLICK AND COLLECT):

Orders are shipped to the Vanessa Bruno store selected when ordering


3. COLLECTION POINT DELIVERY:

- with Mondial Relay: the order is delivered to the relay point chosen when validating your order


4. DELIVERY BY COURIER (in 4 hours - only Paris and Lyon)

See the conditions in the "Delivery by courier" tab


DELIVERY COSTS

The invoicing of the delivery depends on the carrier chosen and your country of delivery.

For metropolitan France, delivery is free from 120 euros of purchase.
 

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 or 4 installments free of charge is possible with ALMA from 150 euros of purchase for metropolitan France.

By validating the payment, you accept Alma's General Conditions of Use and you confirm that you have read Alma's Privacy Policy.

If necessary, you can write to Alma: PAIEMENT@GETALMA.EU

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. 
 

Return procedure (no exchange)

Return for international orders

For Europe, you can choose a prepaid return option (free return).   

Once you received your order at your address, you have 14 business days to make your return. You have to connect to your personal account in "Orders" and edit your return documents.  

You can also connect to this return portal : https://service.global-e.com/Categories/How-can-I-return-an-item
 
You have to indicate your international order number (GE.....) and the email used for the order. You will be able to edit your return documents. 
 

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.

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The return address is:

LOGISTIQUE NC - 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, name of carrier and the address).

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Refunds

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 used for payment. 

 

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. 

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.
 

Payment on the website vanessabruno.fr

We accept payment by credit card, Visa, Mastercard, Maestro, American Express, Paypal and Vanessa Bruno gift card.

Payment in 3 or 4 installments free of charge is also possible with ALMA from 150 euros of purchase for France. By clicking on the payment button you agree to Alma's Terms of Service and confirm that you have read Alma's Privacy Policy. If necessary, you can write to Alma: PAIEMENT@GETALMA.EU


Secure payment

The transactions carried out are secured by the Hipay payment system (https://hipay.com/fr/). All information exchanged to process the payment is encrypted using the SSL protocol. This data cannot be detected, intercepted or used by third parties. They are also not stored on our computer systems.

Payment will be debited on the day of the order. Following payment, a confirmation will be sent to you by email (also check in your Spams) 

If, however, we are unable to ship your order, the value of the unshipped items will be refunded to you by the same means of payment used for the purchase.
 

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

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.