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CUSTOMER SERVICE

Vanessa Seward Customer Service is available from 9.30 am to 6 pm Monday to Thursday, and Friday from 9:30 am to 4:30 pm by calling +33 (0)1 80 48 38 99 or emailing : service-client@vanessaseward.com.

Our Customer Service is happy to provide additional product information, or to help with the size guide.

Links for further information are listed below :

 

CUSTOMER ACCOUNT

Customer account creation

Click “Account” on the homepage and follow the steps to create your account.
On your customer account, you may access your buying history, change your password and shipping address and manage your newsletter subscription and returns. By creating a customer account, you are automatically subscribed to the Vanessa Seward newsletter.

To delete your customer account, contact Vanessa Seward customer service by calling +33 (0)1 80 48 38 99, or by clicking here.

Password renewal

If you are unable to sign in, go to “Account” and click “Request Password”, then enter your email address. Once you receive the email, follow the provided instructions. You will then be able to edit your password by either clicking “Submit”. If you continue to experience trouble signing in, please contact Vanessa Seward customer service by calling +33 (0)1 80 48 38 99, or by clicking here.

Newsletter

On the side navigation bar, you will find a form where you can enter your email address to receive all of the latest news from Vanessa Seward.

Upon completing their fist order, all Vanessa Seward customers agree to receive the newsletter.

Click the unsubscribe link at the bottom of the newsletter.

In accordance with the "Informatique et Libertés n°78-17 du 6 janvier 1978" law, you will have the right to access, modify and delete any information pertaining to you.

 

PRIVACY

Any information you provide to Vanessa Seward will never be shared or sold to a third party.

 

PRODUCTS

The website features our current collection, as well as current collaborations. You may visit the product page to find general information including the composition, care, available colors and size guide.

When a product is unavailable, there are two possibilities:
- "Sold out", meaning that the product is out of stock and will not be restocked,
- “Coming soon", meaning the product will soon be restocked.

If you are unable to find the product you are looking for, please contact the Vanessa Seward customer service by calling +33 (0)1 80 48 38 99 or by clicking here.

 

ORDERS

To place an order on vanessaseward.com, you must have a customer account. Your personal account will give you access to your shipping information, your invoices, and will allow you to return items.

All Vanessa Seward items are delivered in a Vanessa Seward box, wrapped in tissue paper and tied with a ribbon.

You will receive an e-mail once your order has been confirmed. You can also check the status of your order at any time by logging into your customer account and clicking “Orders”.

Order statuses

To view the status of your order, please click “Account” and sign in. Then click “Orders” where you will have access to the status of all previous and pending orders.
Your order may either be:

- "Waiting for confirmation": your order is waiting to be confirmed by A.P.C. customer care.
- "Confirmed": your order has been confirmed by A.P.C.
- "Being prepared": your order is being processed by our logistics group.
- "Shipped": your order has been transferred to the carrier.
- "Delivered": your order has been delivered to the delivery address that you specified.

To check the delivery status of your order, please click on the link to be taken to the shipping carrier’s website.

Preparation time

All orders confirmed before 11 am from Monday to Friday will be processed within the same business day. This does not include orders placed on weekends or bank holidays. Please allow an additional business day for these orders to process. Orders confirmed after 11 am will be processed the following business day.

Order change / cancellation

To inquire about modifying or cancelling an order, please contact Vanessa Seward customer service as soon as possible by calling +33 (0)1 80 48 38 99 or by clicking here.

Invoice

Your invoice will be sent by e-mail. You may also access your invoices in a PDF format by logging in and clicking “Account”. Choose the corresponding order in “Orders”, and then click “Print invoice”. If you have trouble downloading your invoices, please contact Vanessa Seward customer service by calling +33 (0)1 80 48 38 99 or by clicking here.

 

PAYMENT

Payment methods

Transactions on the Vanessa Seward website are made in Euros. We accept Visa, MasterCard, and American Express and PayPal. We do not accept bank transfers, or cash on delivery.

To confirm an order, pre-authorization is required from your bank. If the bank’s approval is not received, we must cancel your order. It will therefore not be processed. For more information, please contact Vanessa Seward customer service by calling +33 (0)1 80 48 38 99 or by clicking here.

 

DELIVERY

All our shipments to the European Union (Germany, Latvia, Austria, Lithuania, Belgium, Luxembourg, Bulgaria, Malta, Cyprus, the Netherlands, Denmark, Poland, Spain, Portugal, Estonia, Czech Republic, Finland, Romania, France, UK, Greece, Slovakia, Hungary, Croatia, Slovenia, Ireland, Sweden, Italy) include all taxes (TTC) at the rate of Value Added tax in force on the French territory.

All shipments outside the EU, including Switzerland and Norway, are shipped before tax (HT). Taxes are payable upon receipt of the parcel in accordance with the laws of the destination country.

Tax exemption applies only to products purchased in-store and transported by the customer. Therefore, tax exemption is not available for online purchases.

Carriers

France

Vanessa Seward offers three shipping methods: shipping via UPS, shipping via Colissimo and shipping via Relais So Colissimo Commerce et Poste.

- Shipments via UPS are delivered from Monday through Friday between 8am and 6pm. A notice is left in the absence of the recipient. After 3 delivery attempts and leaving the notice, the package will be kept at UPS for 7 days. The package is only delivered in person with signature.

- Shipments via Colissimo are delivered from Monday through Friday between 8am and 6pm. A notice is left in the absence of the recipient and the package is kept at the nearest post office for 14 days.

- Shipments via Relais So Colissimo Commerce and Post covers more than 10 000 post offices and local shops (pressings, bookshops, grocery stores...) throughout France. Your items will be delivered in 24 to 72H maximum, from Tuesday to Saturday (except bank holidays) between 9 am and 3 pm. Upon receipt of your order by the shop or the post office So Colissimo, you receive an e-mail or a SMS informing you of the availability of your parcel. You have then a maximum of 10 working days to come and pick it.

European Union

Seward offers two shipping methods: shipping via UPS and shipping via Chronopost.

- Shipments via UPS are delivered from Monday through Friday between 8am and 6pm. A notice is left in the absence of the recipient. After 3 delivery attempts and leaving the notice, the package will be kept at UPS for 7 days. The package is only delivered in person with signature.

- Shipments via Chronopost are delivered from Monday through Friday between 8am and 6pm. A notice is left in the absence of the recipient and the package is kept at the nearest post office for 14 days.

Other countries

Seward offers one shipping method, shipping via UPS.

- Shipments via UPS are delivered from Monday through Friday between 8am and 6pm. A notice is left in the absence of the recipient. After 3 delivery attempts and leaving the notice, the package will be kept at UPS for 7 days. The package is only delivered in person with signature.

It is not possible to have your package delivered to a Vanessa Seward store.

For security reasons, we are unable to deliver to P.O. boxes.

Delivery costs

Delivery costs are fixed and defined as follows.

France
- Shipping UPS: 12€. Delay: 1 to 2 business days.
- Shipping Colissimo: 10€. Delay: 2 to 3 business days.
- Shipping Relais So Colissimo Commerce et Poste: 7€. Delay: 2 to 3 business days.

European Union
- Shipping UPS: 20€. Delay: 1 to 3 business days.
- Shipping Chronopost: 18€. Delay: 2 to 5 business days.

Countries outside of the European Union
- Shipping UPS: 50€. Delay: 2 to 5 business days.

Shipping is free for all orders of 550 Euros TTC or above.

Delivery tracking

On your account, click “Orders” to access the status of all individual orders. The links to the carrier’s website will allow you to track the delivery of your package.

Once your order has been shipped, you will also receive an e-mail with the tracking number and a link to the carrier’s website.

Further issues

For further issues (package not received, damaged package, missing product, defective product), please contact Vanessa Seward customer service by calling by +33 (0)1 80 48 38 99 or by clicking here.

 

SECURITY

All transactions are encrypted for your safety at the time of payment. The padlock symbol appears to indicate that your connection is encrypted and secure. Authorization servers are then consulted in order to verify the payment data and to prevent abuse and fraud. SSL encryption technology ensures the security of the data that you enter during the banking transaction.

 

EXCHANGES

Exchange authorization

In order to exchange one or several items, you must first submit a request online in the 14 days following your order delivery. Log into your account, display the associated order, and follow the below process:

- Submit an exchange authorization request by selecting the item(s) you want to exchange, the size and/or color you want to exchange them for and the reason for the exchange. Please also include all additional information necessary.
- Print the prepaid return label, sent by email.
- Attach the prepaid label to the package.
- Leave the parcel to a deposit.

Exchanges can only be made for a different color and/or size of the same item. You cannot exchange an item for an item with a different product code.

Items that have not been returned in their original packaging, their original condition, or that have been worn, washed, damaged or soiled, will not be accepted for exchange.
For hygiene reasons, undergarments cannot be exchanged.

A given item may only be exchanged once. If, after completing the exchange, you are still not satisfied with the new item, your order will be reimbursed for the value of your original item.

Since the website and A.P.C. stores operate independently, a product that has been purchased in one network cannot be exchanged via the other network.

Deadlines for sending a return

You must return the item(s) being exchanged within 14 days of your exchange request.

Exchange

Shipping fees for the returned item and the new item will be borne by Vanessa Seward, provided that they both adhere to the deadlines stated above.

If the conditions for return are fulfilled and the item requested in exchange is available, Vanessa Seward will enter a new order corresponding to the exchange and the new item will be shipped to the delivery address appearing on the original order.
You will then receive an e-mail informing you of the status of the exchange order.

If the requested item is not available, Vanessa Seward will refund you the value of the original item, the day the returned item is received, provided that the latter adheres to the conditions stated above.

 

RETURNS

Return authorization

In order to return one or several items, you must first submit a request in your customer account in the 14 days following your order delivery.
Log into your account, click “orders” and then follow the below process:

- Submit a return authorization request by selecting the item(s) to be returned, the reason for the return. Please also include all additional information necessary.
- Print the prepaid return label, valid for 14 days.
- Attach the prepaid label to the return package.
- Leave the parcel to a deposit.

Products must be returned new and in the original packaging with all tags attached. Products cannot be returned if they’ve been worn, soiled or if the garment and/or sales tags have been removed. Any merchandise received in this condition will be returned to sender. For hygienic reasons, underwear and lingerie cannot be returned.

Our stores and our website operate independently, products must be returned to the same entity from which they were purchased.

Deadlines for sending a return

The time limit is 14 days, counting from the day you ask for a return.

Refund

You will then be refunded for the returned products, as well as for the outward shipping charges. Vanessa Seward takes care of the expenses of return, only returned articles will be refunded you in the cost price.

Once your return package has been received and validated, the refund will be processed on the same day. You will receive an email confirming the refund.

If you want to ask for a return on an order placed before February 24th 2017, please contact the Vanessa Seward customer service by calling +33 (0)1 80 48 38 99 or by clicking here.
Exchanges will not be possible on these orders.

 

COMPLAINTS

Vanessa Seward values all customer feedback and invites you to contact us regarding your experience. Please be sure to include all relevant information with your complaint, as well as a form of contact.

Without any response from our customer service within 2 months, you have the opportunity to contact for free a mediator that opposes you to Vanessa Seward.
You can contact the mediator at the following address:

VANESSA SEWARD
Marie AMALOU
45 rue Madame
75006 Paris
France

You can find more information about the mediation process on the European platform of Règlement en Ligne des Litiges (RLL) between consumers and professionals by clicking here.