Do you offer refunds?
Yes, we accept returns on all full-priced items purchased within 7 days of the date your order was delivered, excluding shipping costs.
Refunds will be issued to the original payment method. We do not offer exchanges on full-priced items; you will need to place a new order.
Returned items must be in their original condition, unworn, unaltered, and unwashed. All tags must be intact. Read our return policy.
Can I return a sale item?
Sale items are considered final sale and cannot be returned for a refund (unless defective). However, an exchange or credit is possible if the item is not suitable for you.
Returned items must be in their original condition, unworn, unaltered, and unwashed. All tags must be intact.
How to return an item?
Use this text to answer questions in as much detail as possible for your customers. Please see our refunds and exchanges policy for applicable conditions.
To return an item, go to the Returns page, complete the requested information and follow the instructions.
Once your request is registered, you will receive notification of our decision within 24 to 48 hours (business days).
Approved returns should be sent to the following address:
Envé / Natacha & Vanessa
15 Franqueville Street
75116 Paris, France
For any additional questions, please contact our customer service at +33 6 10 75 01 96 or by email at customercare@natachaetvanessa.com.
Please note : No returns will be accepted without going through our returns process.
What are the delivery costs and times?
Orders in France : Free delivery from €300. For orders below this amount, standard charges apply.
International Orders : We ship via DHL Express. Delivery times vary from 2 to 14 business days depending on your location.
Do I have to pay taxes or customs duties?
For shipments within the European Union, customs duties and taxes are included in the price.
For other destinations, customs fees and taxes are your responsibility and must be paid directly to the carrier.
What payment methods do you accept?
We accept VISA, Mastercard, AMEX, PayPal and Apple Pay.
I'm hesitant about which size to choose.
Check out our size guide on each product page for more information. Our stylists are also available to advise you by phone at +33 6 10 75 01 96 or by email at customercare@natachaetvanessa.com .
What are your customer service hours?
Our customer service is available Monday through Friday, 10:00 a.m. to 5:00 p.m.