HELP
What payment method can I use to make my purchase?
We use Euro currency for our international sale. You can make make payment through PayPal or Stripe.
What shipping company can I choose?
International delivery is conducted by means of DPD and DHL Express services.
What is the time of delivery?
Standard delivery time is from 2 to 5 business days. Delivery time may take longer in case of Pre-Orders and Sale.
I am ordering a shipment outside the European Union, who covers the additional fees?
Customs and tax charges for deliveries outside the European Union are covered by the customer.
Problems with payment?
Sometimes the payment isn't possible due to a system error. In these cases we kindly ask you to make a new order or contact our Customer Service via email: shop@vandanovak.com and make sure you give your order number. Our Staff will help you complete the payment process.
Can I get an ivoice for my order?
If you need an invoice make sure to enter your VAT number in the field "Add flat, apartament". A minimum order value for the invoices is 150 EUR.
Can I cancel or edit my order?
The orders that haven't been dispatched yet can be edited or cancelled. Our Customer Service will make every effort to help you do it.
Can I exchange and item?
Our items cannot be exchanged. If you would like to a different size or colour, please return the item within 14 days of the delivery and then buy a new item.
How do I declare a return?
You may return your items within 14 calendar days of receiving your order. For more information on our return policy please go to RETURNS.
The items must be returned with a completed return form to:
OMNIPACK SP. Z O.O.
UL. SZCZECINSKA 49
66-400 GORZOW WIELKOPOLSKI
PARK PANATTONI RAMPA T48
VANDA NOVAK – ZWROT
Products purchased online cannot be returned in our boutique in Warsaw.
When will I receive my refund?
The refunds are returned to a Client`s bank account within 14 calendar days of receiving the returned items back at the warehouse. If it is important for you to speed up the procedure, please contact our Customer Service via shop@vandanovak.com
What is my shoe size?
Due to a wide range of VANDA NOVAK products, sizes of our shoes may vary. The size charts are available on the website. Please, read them. In case of doubts please, contact our Customer Service Office that will help you choose the right size.
The product is not available on our website?
Our boutique in Warsaw has separate stock levels. To see about the product availability, please contact us at +48 518 263 621. It is possible to ship the items from our boutique with the return option.
How can I make a complaint?
We do our best to make quality shoes, but if the product you purchased does not meet your expectations or it has defects, please let us know.
To make a complaint, please contact our Customer Service via mail: shop@vandanovak.com.
The complaint form and an exact instruction on how to make a claim is available at COMPLAINTS section. Our Clients are fully informed throughout the entire complaint process.
What can I do if the item I ordered is faulty?
Faulty items are subject to the claims. In case the Client receives a faulty item or an item with a defect, it is necessary to contact our Customer Service via mail: shop@vandanovak.com. We will make our best to help you go through all the process.
How do I care for my items?
Proper care is the key to keep the leather in a good condition. All the information regarding the item care can be found in our Product Care section.
Have you got any other questions?
For any other inquiries please email us to shop@vandanovak.com