HELP

How can I pay for my order?

In Poland, it is possible to pay via Przelewy24, PayPal and cash on delivery. In euros, it is possible to pay via PayPal and Stripe. You can choose the payment method when completing the order in the basket.

Which courier company can I use?

In Poland, delivery is carried out by DPD courier and InPost parcel lockers. International delivery is carried out by DPD and DHL Express courier companies.

In what currency can I pay for my order?

Products are offered in two currencies - PLN and EUR. International delivery outside of Poland involves a change of currency and language version of the website.

What is the order processing time?

Standard order processing time is 1-3 business days. Delivery may be extended in the case of Pre-Order or sale.

I'm having trouble making a payment.

Unfortunately, sometimes due to a system error it is not possible to pay for the order. In such a situation, please place a new order or contact the Customer Service Department shop@vandanovak.com , providing the order number. The service will help you complete the payment process.

Can I receive a VAT invoice?

If you would like to receive an invoice, please write to us after placing your order: shop@vandanovak.com providing your order number and invoice details.

Can I collect my order in person?

It is not possible to collect orders placed online in person at the Warsaw store.

Can I cancel or change my order?

If your order has not yet been shipped, you can make changes or cancel your order altogether. Our Customer Service Team will do their best to help you with this process.

Can I receive two independently placed orders in one shipment?

Unfortunately, we are unable to combine orders. Each order will be shipped separately.

Can I exchange a product?

Unfortunately, we do not accept exchanges. To make an exchange, you must first return the purchased product within 14 calendar days of delivery of the package and then purchase the appropriate product on our website.

How can I make a return?

The customer has 14 calendar days from receiving the order to make a return. Detailed information on how to make a return can be found in the RETURNS tab.

Returned products should be sent together with the complaint form to the following address:

I returned an order, but I have no information that the return has arrived at the warehouse?

To confirm whether the return has been successfully delivered, please contact us by e-mail at shop@vandanovak.com . Our returns system only informs that the return has been made and the funds have been returned. It does not inform when the package has reached the warehouse.

When will I receive a refund for my order?

The funds will be returned to the customer's account within 14 calendar days of the warehouse accepting the return. If the customer really wants the procedure to be accelerated, please contact our Customer Service Department: shop@vandanovak.com .

Can I return an ordered product to a stationary store?

We are unable to return online orders in our brick-and-mortar boutique. Returns must be made via the website, following our instructions available in the RETURNS tab.

How do I choose the right size?

Due to the wide variety of Vanda Novak products, shoes have individual sizes. Size charts are available on the product page. We encourage you to familiarize yourself with them. If you have any doubts about size, please contact our Customer Service Department, which will be happy to help you choose the right size.

Product not available on the website?

The Warsaw store offers a separate warehouse. Please contact us by phone to confirm product availability at +48 518 263 621. There is a possibility of courier delivery with the possibility of return from the boutique.

How can I make a complaint about the goods?

We make every effort to ensure that our shoes are of the highest quality. However, if the product you purchased does not meet expectations or reveals a defect, we encourage you to file a complaint. To file a complaint, please contact the Customer Service Department shop@vandanovak.com . The complaint form and detailed instructions on how to file a complaint can be found in the COMPLAINTS tab. The customer is informed about the commencement of the complaint process and its course. In the stationary boutique in Warsaw, only complaints about shoes purchased stationary are accepted.

The product I ordered has defects, what can I do?

Faulty goods are subject to complaint. In the event that the Customer receives a faulty/damaged product, please contact the Customer Service Department shop@vandanovak.com . We will make every effort to help in this process.

How to care for VANDA NOVAK products?

Proper care is essential for natural leather to remain in good condition. All information about care can be found in the PRODUCT CARE tab.

How long will it take for my complaint to be processed?

The deadline for responding to a complaint is 14 calendar days from receiving the product. For other questions, please contact us by e-mail at shop@vandanovak.com .