Customer Service

Once your order has been validated on the website, we cannot guarantee that cancellation will be possible.

It is not possible to cancel by yourself your order. 

You can contact our Customer Service by email (eshop@vanessabruno.fr) to check if cancellation is possible.

If cancellation was not possible, you can make a return request from your customer area as soon as you have received the order (you can refer to our return procedure).
 

When your order is validated, we will send you a confirmation email (with your order number and a summary of your order) to the email address used when ordering.

You can find the details of your order in your customer account by clicking on the “Orders” and “Preparation”.

If you have not received the confirmation confirmation? Remember to check your spam and/or commercial emails. 

It is also possible that the email was validated with a spelling error.

If you cannot find your order in your emails and on your customer account, you can write to our customer service at : eshop@vanessabruno.fr

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 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

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. 

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. 
 

DELIVERY FOR EUROPE : 

For international delivery, we work with Global-e, our international shipping partner. 

Delivery is 3 to 6 working days depending on the carrier and the country. 

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



DELIVERY COSTS

For metropolitan France, delivery is free from 200 euros of purchase (except express delivery)

For informations regarding internatinal delivery, you can check the link here : https://service.global-e.com/Categories/how-much-will-it-cost-to-ship-to-my-country

Return for international orders (Europe)

For Europe*, the return cost is 5 euros (the return fee will be deducted when the refund is processed). 

*For Switzerland, Denmark, Sweden, and Norway, return shipping costs are calculated automatically based on the carrier's rates.
 

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 visible).

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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 business days in your bank account used for payment. 

The return cost (5 euros)  will be deducted when the refund of the return is processed. 
 

We do not carry out any exchanges if the return is made at our warehouse. 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 in France to exchange your items (ordered on our website).

You must present your proof of purchase during your visit. You have 14 business days to make your exchange in store.
 

Choose the perfect size in just a few steps : https://www.vanessabruno.com/c/journal/collaborations/how-to-choose-the-right-size---314.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 2 days 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 by email : eshop@vanessabruno.fr 

You can do a soft dry brushing to dust your cabas. 

After use, it is recommended to store the bag in a pouch away from light, heat and humidity.

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.

In the event of a stain, we advise you to take the bag to your dry cleaner so that they can examine the bag and offer you a suitable solution.
 

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

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