Orders

How do I place an order on the website?
Nothing could be easier! Simply add the desired products to your cart and follow the checkout steps. Once payment is completed, you’ll receive a confirmation email with the summary of your order.

Can I modify or cancel my order after validation?
If your order has not yet been shipped, we can modify or cancel it. Please contact us quickly by email or phone (client@vanissa.fr | +33 9 81 94 42 17), and we’ll do our best.

Where can I track my order?
As soon as your order is shipped, you’ll receive a tracking link by email. This link allows you to follow the delivery of your package in real time.

I haven’t received my order confirmation, what should I do?
Check your “SPAM” or “junk mail” folder. If the email isn’t there, contact us with your name and the email used when placing the order: we’ll find your file in no time.

Do you offer discount codes?
Yes. We sometimes offer discount codes for partnerships or specific events. Occasional offers are also regularly available directly on our Shop, to make our range accessible to everyone. Sign up for our newsletter to make sure you don’t miss anything.

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Payment

Which payment methods do you accept?
We accept payments by credit card (Visa, Mastercard, American Express), PayPal, and Apple Pay. Bank transfers are possible for professional customers.

Is online payment secure?
Absolutely. All transactions are encrypted via SSL protocol. Your banking data is never stored or accessible to our services.

Can I pay in installments?
Installment payments are not available for individuals. For professionals, we can offer solutions upon request.

How can I get an invoice?
Once your order is confirmed, an invoice will be sent to you by email. You can also download it directly from your customer account.

What should I do if my payment was declined?
First, check the validity of your card and your payment limits. If the problem persists, try another payment method or contact your bank. And of course, our team is here to help.

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Delivery

What are the delivery times?
We ship orders within 2 business days. Delivery takes 3 to 4 days within France, and 4 to 7 days within Europe.

Do you ship worldwide?
Yes, we ship worldwide.

What are the delivery costs?
Delivery is free in France for orders over €25, and free in Europe for orders over €75 (€4.90 below these amounts).
Delivery outside the EU costs €9.90.

Where are you located?
Under the sun of Aix-en-Provence!

Can I return an order?
Of course. If you’re not satisfied with your order, you can return it within 14 days without having to give a reason.

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Professionals

Do you offer options for professionals?
Absolutely, we work closely with artisans, delicatessens, and resellers. Contact us (foulques@vanissa.fr) to receive a personalized quote within 24h.

Is it possible to receive a sample before ordering?
Yes, depending on the products and the intended quantities. Please write to us (foulques@vanissa.fr) with details about your business and needs: we’ll get back to you quickly.

Do you provide formats or packaging tailored for professionals?
Yes, we offer bulk formats, large bags, bottles, or boxes depending on the product. Don’t hesitate to ask for our B2B catalog (foulques@vanissa.fr).

Do you deliver internationally for B2B customers?
Yes, we deliver to many countries. Conditions vary depending on the destination and quantities. Contact us for a personalized study (foulques@vanissa.fr).

How can I open a professional account?
Simply write to us at foulques@vanissa.fr with your company registration number, your contact details, and a brief description of your activity. You’ll then be connected with a dedicated account manager.

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Contact & Customer Service

How can I contact you if there’s a problem with my order?
You can write to us at client@vanissa.fr or call us at +33 9 81 94 42 17. Our team is available Monday to Friday, from 8:30 am to 4:00 pm (French time).

What are your response times?
We generally reply within 48 business hours, between 8:30 am and 4:00 pm (French time). During peak periods, responses may take up to 7 days.

I haven’t received a reply to my email, what should I do?
We may be experiencing a high volume of requests. Please do not resend your email, as this may delay processing. You can call us at +33 9 81 94 42 17. We guarantee that no message goes unanswered.

Do you have a phone number to reach you?
Yes, you can reach us at +33 9 81 94 42 17, Monday to Friday, from 8:30 am to 4:00 pm.

Can I send you a message via social media?
Yes, you can write to us on Instagram or Facebook. However, for any order-related questions, please send us an email for better tracking.

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Products & Quality

What is the difference between the types of vanilla you offer?
Each vanilla has its own origin, terroir, and aroma. Madagascar vanilla is rich and creamy, Tahitian vanilla is floral and aniseed, while Ugandan vanilla is woody and chocolaty. We always specify the characteristics of each origin on our product pages.

Are your products organic or fair trade certified?
We have chosen to follow our own strict internal standards (via our Excellence Charter), rather than external certifications.
No chemical inputs are used. Our vanilla is mainly grown using agroforestry practices. We also favor short supply chains. Ethical trade is at the heart of our approach, and our long-term partnerships ensure producers benefit directly.
This way, our partner producers do not bear the extra cost of certification and get a better return on their expertise.

What is the shelf life of your vanilla beans?
When stored away from air, light, and humidity, a vanilla bean can be kept for up to 3 years without losing its aroma.

How should vanilla be stored to preserve its quality?
Keep it in a glass tube or an airtight jar, at room temperature. No refrigerator. The best option is a glass jar in a cupboard!