Customer Service

Customer Service

Orders & Shipping

Returns & Refunds

After Sales Service

Assistance

  • Orders & Shipping
  • Returns & Refunds
  • After Sales Service
  • Assistance

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  (archvies, sales, etc..)



DELIVERY COSTS

For the US, the delivery is free for orders above $250 (except express delivery)

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

You can also find 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

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://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 : 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.

Returns & Refunds

Return procedure and cost

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

The returns are free for Europe. However for the US, the returns are not free.

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

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 : http://www.bglobale.com/returns/portal/mZMY

 

Exchange in stores

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. 

After Sales Service

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: 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.

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

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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