FAQs
Do I need an account to place an order?
No, to place and track your order, all you need is an e-mail address. However, having a VASSANT PARIS account allows you to keep your favorites in your wishlist and receive updates about your purchases.
I've forgotten my password: what should I do?
Click on the link Forgot your password? on the login page and enter your e-mail address. You will receive an e-mail to reset your password.
How can I receive the VASSANT PARIS newsletter?
To keep up to date with the latest news, trends and exclusive promotions, enter your e-mail address at the foot of our home page. You can change your preferences at any time in the Communication Preferences tab of your account.
How do I make a purchase on the site?
Here's how it works:
1. Choose a category from the navigation menu at the top of the page, or search for specific keywords in the search bar.
2. Select Add to basket when you like an item. Once you've finished shopping, click on Proceed to checkout.
3. Log in to your account or, if you don't already have one, continue as a guest.
Enter your address, payment and delivery details to complete your order. Once confirmed, your order will be carefully prepared and shipped directly to you. We'll keep you informed every step of the way.
Can I place an order by phone?
Of course you can. Our Customer Service team will be happy to help you place an order over the phone.
Can I cancel or change my order?
It is possible to cancel some of your items before the order is ready. To do so, go to the Orders & returns from your account or enter your e-mail address and order number on this page if you ordered as a guest.
Once an order has been placed, it is no longer possible to add new items. You will need to place a new order. For further information, please visit our Returns & Refunds page.
How much will delivery cost?
Each VASSANT PARIS order is unique and the cost of delivery varies according to the size, weight and destination of the items chosen. We do, however, offer a fixed delivery charge for orders over a certain threshold. In other words, you can order items from multiple sources and pay only one delivery charge. This delivery cost will be displayed at checkout.
Is same-day delivery available?
Yes, we offer a same-day delivery service in Paris via courier or to be collected from our premises. Orders placed before 11:00 a.m. (local time) will be delivered the same day, and those placed after 11:00 a.m. (local time) on the next working day.
When will I receive my item and how can I track my order?
Once validated, your order will be dispatched within 3 working days. Delivery normally takes between 2 and 14 days, depending on your location and delivery method. We will send you tracking information and estimated delivery dates for your order.
You can also track your order by going to the Orders & returns of your account. For orders placed as a guest Track your order here
Will I have to pay import duties?
VASSANT PARIS delivers to the following DDP destinations:
European Union countries, United Kingdom, United States, Canada, mainland China, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic of Korea, Kuwait, Mexico, Qatar, India, Norway, Saudi Arabia, Taiwan Region, Turkey, Thailand, United Arab Emirates, Japan, Brazil, Isle of Man, San Marino, Colombia, Chile, Argentina, Egypt, Lebanon, Hong Kong SAR, Canary Islands and Bahrain.
This means that all applicable taxes are included in the price you pay when you pay for your order, so there will be no additional charges when you receive your order.
If a DAP (delivered to destination) destination is selected (for customers living outside the above-mentioned countries), the price paid does not include import duties. These are the responsibility of the buyer.
For our customers based in the United States, VASSANT PARIS does not collect customs fees in all states. Your purchase may be subject to customs or use fees, unless your state is exempt from this tax. Many states require a tax return at the end of each year for all your eligible purchases that have not been taxed (including your online purchases), as well as payment of the use tax on them.
For further details, please contact your local customs office or tax authority or see the Orders & Delivery page.
Why can't some items be delivered?
Although we ship internationally, the products on our site can select the destinations in which their items are distributed, so some products may not be available in all regions. The shipment of certain exotic leather goods may be restricted by local customs authorities in the country to which you are shipping. For further information, contact our Customer Service.
I didn't receive an invoice with my order. Where can I find it?
We are committed to reducing our environmental impact. That's why paper invoices are no longer included in VASSANT PARIS packages. To get your digital invoice, go to the Orders & Returns tab in your account or contact us and we'll send it back to you.
How much will delivery cost?
Each VASSANT PARIS order is unique and the cost of delivery varies according to the size, weight and destination of the items chosen. We do, however, offer a fixed delivery charge for orders over a certain threshold. In other words, you can order items from multiple sources and pay only one delivery charge. This delivery cost will be displayed at checkout.
Is same-day delivery available?
Yes, we offer a same-day delivery service in Paris by courier or to be collected from our showroom in Paris. Orders placed before 11:00 a.m. (local time) will be delivered the same day, and those placed after 11:00 a.m. (local time) on the next working day.
When will I receive my item and how can I track my order?
Once validated, your order will be dispatched within 3 working days. Delivery normally takes between 2 and 14 days, depending on your location and delivery method. We will send you tracking information and estimated delivery dates for each item.
You can also track your order by going to the Orders & returns your account.
Will I have to pay import duties?
VASSANT PARIS delivers to the following DDP destinations:
European Union countries (excluding the Canary Islands), United Kingdom, United States, Canada, mainland China, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic of Korea, Kuwait, Mexico, Qatar, India, Norway, Saudi Arabia, Taiwan Region, Turkey, Thailand, United Arab Emirates, Japan, Brazil, Isle of Man, San Marino, Colombia, Chile, Argentina, Egypt, Lebanon, Hong Kong SAR and Bahrain.
This means that all applicable taxes are included in the price you pay when you pay for your order, so there will be no additional charges when you receive your order.
If a DAP (delivered to destination) destination is selected (for customers living outside the above-mentioned countries), the price paid does not include import duties. These are the responsibility of the buyer.
For our customers based in the United States, VASSANT PARIS does not collect customs fees in all states. Your purchase may be subject to customs or use fees, unless your state is exempt from this tax. Many states require a tax return at the end of each year for all your eligible purchases that have not been taxed (including your online purchases), as well as payment of the use tax on them.
For further details, please contact your local customs office or tax authority or see the Orders & Delivery page.
Why can't some items be delivered?
Although we ship internationally, the brands on our site can select the destinations in which their products are distributed, so some products may not be available in all regions. The shipment of certain beauty products and exotic items may be restricted by local customs authorities in the country to which you are shipping. For further information, contact our Customer Service.
I didn't receive an invoice with my order. Where can I find it?
We are committed to reducing our environmental impact. That's why paper invoices are no longer included in VASSANT PARIS packages. To obtain your digital invoice, go to the Orders & Returns tab in your account.
What is VASSANT PARIS' returns policy?
We offer a full refund (excluding delivery charges) on all items returned within 14 days of the delivery date and provide a free collection service for all returns. To schedule a return, go to "Orders & Returns" in your account.
To make a return, go to the tab Orders & returns your account.
We advise you to book your collection within 7 days of receipt, to ensure that the return parcel arrives on time. Please note, however, that we do not offer exchanges, and that all items must be returned unworn, undamaged and unused, with all original tags attached. All branded boxes and packaging that accompanied your item must also be included in the return package. Items returned in unsuitable packages and/or without protection for branded boxes and packaging may not be refunded. Read the full Return Policy here
How do I book a free return by collection or in-store return?
To make a return, go to the tab Orders & returns your account.
If you prefer to return your order by dropping it off at a drop-off point: Prepare your package and drop it off at the drop-off point of your choice, along with the documents provided in your package and your return confirmation e-mail. Returns from the USA can be dropped off at any UPS or Fedex store.
I need a customs invoice for a return shipment. Is it included in my package?
Yes, commercial/customs invoices are always included in VASSANT PARIS packages. This is the return note to be affixed to the outside of your return package.
How do I make a return?
Here's how it works:
1. Go to the "Orders & Returns" section of your account or contact us by e-mail at info@vassantparis.com.
Preparing your return parcel
1. Place each item to be returned in its original branded packaging/case inside the VASSANT PARIS parcel.
2. Affix the return label to the outside of the VASSANT PARIS parcel.
3. If your parcel contained a return note, also affix it to the outside of the VASSANT PARIS parcel.
4. Give the tracking label (Waybill Doc) to the courier. To track your parcel, note the tracking number on the return label (Waybill Doc).
To guarantee tracking of your parcel, please ask for the parcel label to be scanned when you drop it off/when the courier picks it up.
In the case of returns of items to several brands and partner boutiques that have been delivered in separate boxes, make sure to prepare each package separately and affix the return label to the outside of the corresponding VASSANT PARIS package.
How do I prepare my return parcel?
Follow these steps to prepare your parcel:
1. Place each item to be returned in its original branded packaging/case inside the VASSANT PARIS parcel.
2. Affix the return label to the outside of the VASSANT PARIS package. Please do not affix labels to the box or cases supplied with your order.
To find out more about preparing your parcel for return, click here.
Does my return have to be sent back in its original VASSANT PARIS package?
We recommend that you make your return using the same package in which you received your order. If you are unable to do so, please use another suitable parcel. Please also ensure that branded boxes and packaging are well protected inside your return parcel. Items returned in unsuitable packages and/or without protection for branded boxes and packaging may not be refunded.
When will I receive my refund?
You can track your return parcel using the tracking number on the Return Label below the barcode. Once your return has been received by our brand or partner store, refund processing may take up to 6 calendar days. Once the return has been accepted, you will receive an e-mail confirming your refund.
Refunds are made via the original payment method. This can take up to 14 days to appear in your account, depending on your payment provider.
Will I be reimbursed for delivery charges and taxes on my return?
Returns are free of charge for all orders, but refunds do not include outbound delivery charges. If you have placed an order for a DAP (delivered to destination) destination, VASSANT PARIS will not be able to reimburse you for the import taxes and duties associated with this destination. It is possible to obtain a refund by contacting your customs authorities directly. If you have placed an order for a DDP (Delivered Duty Paid) destination, import duties and taxes are refundable via VASSANT PARIS.
Are made-to-order items returnable?
Due to the personalized nature of made-to-order items, returns will not be accepted.
What is bespoke?
It's an accessory created especially for you, with your choice of materials and colors. It's a one-of-a-kind piece made only to your specifications.
When will I receive my made-to-measure item?
You will receive an e-mail with the estimated delivery date as soon as your item is available and ready for dispatch.
When do I pay?
Full payment for made-to-measure items is due upon receipt of the item. All items require a deposit of 30%.
Can I cancel a made-to-measure order?
Unfortunately, it's impossible to cancel a made-to-measure item. As the item is created for you, we will produce it according to your taste.
