If you received an incorrect item, please send us the following here:. We will then guide you as quickly as possible on the next steps to receive the correct item.

<div data-message-author-role="assistant" data-message-id="b9f284e2-53ee-4a00-8ebd-e8abe9790c14" data-message-model-slug="gpt-4o-mini" dir="auto" id="isPasted">If you received an incorrect item, please send us the following&#xA0;<a href="https://caval.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">here</a>:<ul><li style="font-size: 16px;">A photo of the label visible on the box.</li><li style="font-size: 16px;">A photo of the item received.</li></ul>We will then guide you as quickly as possible on the next steps to receive the correct item.</div>

I received the wrong item: what should I do? (wrong size, wrong pair)

Steps to follow:. If you notice upon delivery that your package has been opened and one or more items are missing from your order, refuse the delivery. If refusing the delivery is not possible, send us photos of the package if you notice unusual sign

Steps to follow:<ol><li>If you notice upon delivery that your package has been opened and one or more items are missing from your order, refuse the delivery.</li><li>If refusing the delivery is not possible, <a href="https://caval.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">send us</a> photos of the package if you notice unusual signs (extra tape, torn package, open package...) and indicate the missing product(s).</li><li>Attach a signed Declaration of non-receipt of the package to your email, including your full name, address, and tracking number, as well as a copy of your ID (front and back). This will help speed up the investigation with the carrier.</li><li>We will initiate an investigation with the carrier and keep you informed within 3 business days regarding the missing product(s).</li></ol>

One or more items are missing from my order

If you receive a damaged package, please follow these steps:. Refuse the Package (if possible):. If you cannot refuse the package:. We will quickly assess your situation and offer an appropriate solution. Our team is available for any additional ques

If you receive a damaged package, please follow these steps:<ul><li style="font-size: 16px;">Refuse the Package (if possible):<ul style="font-size: initial;"><li style="font-size: 16px;">Refuse the package at the time of delivery</li><li style="font-size: 16px;"><a href="https://caval.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">Write to us</a> immediately to inform us of the situation</li><li style="font-size: 16px;">We will proceed with reshipping your order once the package is returned </li></ul></li><li style="font-size: 16px;">If you cannot refuse the package:<ul style="font-size: initial;"><li style="font-size: 16px;">Take Photos: Document the condition of the package and the products with clear photos.</li><li style="font-size: 16px;">Contact us: <a href="https://caval.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">Send us</a> the photos along with a detailed description of the damage.</li></ul></li></ul>We will quickly assess your situation and offer an appropriate solution. Our team is available for any additional questions or assistance you may need.

My package is damaged, what should I do?

encaval

WRONG ORDER RECEIVED

ISSUE WITH MY ORDER

I have not received my order confirmation email

How do I remove a product from my basket?

Do I need to create an account to place an order?

How do I change my contact details?

How can I delete my account?

Do you offer welcome codes to new customers?

How do I subscribe to the newsletter?

How can I unsubscribe from the newsletter?

ORDERING

What's a pre-order?

When will I receive my pre-order?

PRE-ORDERS

What are the different payment methods?

I can't validate my payment. What should I do?

I've been charged twice: what should I do?

Is my purchase secure? Do you keep my bank details?

What payment methods are accepted?

Where can I find my invoice

PAYMENT METHODS

How to use a promo code ?

I need help with my coupon code

If I use a promotional code, how does the exchange work?

COUPON CODE

How can I use my gift card?

How can I buy an e-gift card?

How long is my gift card valid?

GIFT CARDS

PAYMENTS, PROMOTIONS AND GIFT CARDS

I haven't received my order confirmation

How can I check my order status?

What happens if I'm not home at the time of delivery?

Why was my order returned to CAVAL?

TRACK MY ORDER

Where do you ship ?

What are the different delivery options?

Can I change my delivery method?

DELIVERY TIMES AND METHODS

How does express delivery work?

EXPRESS SHIPPING

How do I select my pick-up point?

How does pick-up delivery work?

I couldn't choose my pick-up point / what is my pick-up point?

PICK-UP POINT DELIVERY

How does home delivery work?

HOME DELIVERY

Do I have to pay customs fees or taxes?

CUSTOMS AND TAXES

Where do you ship internationnaly ?

How does delivery outside Europe work?

SHIPPING OUTSIDE EUROPE

SHIPPING AND DELIVERY

How to make an exchange or return?

Where do I drop off my return?

I don't have a return label: what should I do?

I would like to make an exchange but my size is no longer available: what should I do?

Can I exchange the pair after the deadline if I haven't worn it?

Did you receive the items I returned?

What should I do if I received the wrong product?

Problem with a return?

Why do I have to return my order from the country of delivery?

RETURN MY SNEAKERS

What is the return policy?

How do returns work for purchases made with the 3-installment payment plan?

Can I return items purchased with a gift card?

I am an international customer: how do I return my order?

I have returned my order, what is the refund processing time?

How will I be refunded?

My order has been canceled: when will I receive my refund?

I bought my pair of CAVAL on another website: can I get a refund?

I bought my pair on another website (Veepee, La Redoute): can I get a refund?

RETURN AND EXCHANGE POLICY

RETURNS, EXCHANGES AND REFUNDS

My order is delayed: what should I do?

DELAY IN DELIVERY

Can I modify or cancel my order?

ORDER CHANGE

I haven't received my PIN code to pick up my parcel at a relay point.

PICK-UP POINT

How to choose my size?

I feel like one of the shoes is smaller than the other, what should I do?

What size do you recommend?

SHOE SIZE GUIDE

Tips Before Wearing Your Pair (Waterproofing, etc)

How to take care of my CAVAL?

How to eliminate squeaking from my leather shoes?

SHOE CARE GUIDE

PRODUCTS

How to check if a product is available?

STOCKS

My pair is damaged: what should I do?

MANUFACTURING DEFECT

ISSUE WITH MY SNEAKERS

In which stores can you find us?

How to Become a Retailer?

Can I Return an Item Purchased from a Retailer?

OUR RESALERS

About CAVAL

Where are CAVAL sneakers made?

Our Sneakers

What are CAVAL's features and commitments?

How are CAVAL collections defined?

What is the weight of your sneakers?

ABOUT CAVAL

Where can I follow CAVAL on social media?

How to contact the carriers?

How to contact us ?

CONTACT US

How to delete my account and personal data?

PRIVACY AND PERSONAL DATA

What are your General Terms and Conditions of Sale (T&Cs)?

Legal Notice

GENERAL TERMS AND CONDITIONS