FREQUENTLY ASKED QUESTIONS
Your questions,
our answers.
Find useful information to choose your item,
track your order and arrange a return.
About Vaquela
What does Vaquela offer?+
Vaquela brings together jackets, blazers, trench coats, capes and ponchos for women. Collections are organised by fit, style and material.
How do I choose the right fit?+
Check the product name, its variants and the information on its page. You can also browse the collections dedicated to short, long, fitted or oversized styles.
How do I find the available sizes?+
Available sizes appear on each product page. When an item comes in one size, this is indicated in its description.
Orders & payment
How do I place an order?+
Choose your item and its variant, add it to your cart, then enter the information requested at checkout.
Can I change or cancel my order?+
Email us promptly at contact@vaquela.com. If processing has not started, our team will review your request.
Which payment methods are available?+
Available methods are displayed at checkout. They may include Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Diners Club, Discover and Shop Pay.
Is my payment information protected?+
Transactions are processed through an SSL connection. Vaquela does not receive your full card details.
Can I get an invoice?+
To request an invoice, email contact@vaquela.com with your order number.
Shipping & tracking
What are the delivery times?+
Orders are processed within 1 to 2 business days. After dispatch, estimated delivery takes 5 to 8 business days depending on the delivery address.
Is there a delivery charge?+
Delivery is free in mainland France, the United States and the United Kingdom, with no minimum order.
How can I track my order?+
Once your parcel is dispatched, you will receive an email with the tracking number and a link to the carrier.
Do you deliver internationally?+
Delivery is currently available in mainland France, the United States and the United Kingdom.
My parcel is delayed or missing. What should I do?+
Check your mailbox and with your neighbours. If the parcel is still missing, email us with your order number so we can contact the carrier.
Returns & refunds
How long do I have to return an item?+
You have 14 days after receiving your order to exercise your right of withdrawal without giving a reason. You must then return the item within 14 days of notifying us of your withdrawal. Returns are accepted regardless of condition; the refund may be reduced if the product has been damaged beyond what is necessary to check its nature, characteristics and proper functioning. You may unpack and try on the garment as you would in a shop.
Who pays for return shipping?+
Return shipping costs are paid by the customer in the event of a change of mind. Vaquela covers them if the item is defective, does not conform to the order or we have made an error. Email us to receive the return address and instructions.
My item arrived damaged or defective. What should I do?+
If your item arrives damaged or defective, or if we have made an error, please contact us within 14 days of receipt at contact@vaquela.com with photos and your order number to help us process your request. This reporting period does not limit your rights under the legal guarantee of conformity, which may be exercised for two years from delivery of the goods, or the warranty against hidden defects. Vaquela covers return shipping costs in these situations.
How long does a refund take?+
In the event of withdrawal, the refund is issued to your original payment method no later than 14 days after you notify us of your decision. We may withhold the refund until we receive the item or until you provide proof of dispatch, whichever occurs first. Your bank may require a few additional days to process it.
Customer service
How can I contact Vaquela?+
Our team can be reached by email at contact@vaquela.com, Monday to Friday from 9 a.m. to 5 p.m.