Receiving your order is always a little moment of joy… until you realize it’s not the right pair, not the right size… or even, more surprisingly, a product that has nothing to do with CAVAL. 😔It’s very rare, but it can happen, and we’re truly sorry

<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">Receiving your order is always a little moment of joy&#x2026; until you realize it&#x2019;s not the right pair, not the right size&#x2026; or even, more surprisingly, a product that has nothing to do with CAVAL. &#x1F614; It&#x2019;s very rare, but it can happen, and we&#x2019;re truly sorry when it does.<hr><h2 data-start="407" data-end="909" id="&#xFE0F;-how-can-the-product-received-be-incorrect"> &#x2049;&#xFE0F; How can the product received be incorrect?</h2>It&#x2019;s true that this can be surprising, and it&#x2019;s not always obvious how it can happen. Here&#x2019;s the explanation: our logistics partner also handles the shipping of products for other brands, within a massive warehouse of over 35,000 m&#xB2; filled with boxes. With hundreds of orders moving every day, a small mix-up can unfortunately occur during preparation. The good news is, we know exactly how to respond so you can quickly receive the correct item.&#x1F4A1; And if you&#x2019;re curious to see what happens behind the scenes, check out <a href="https://www.linkedin.com/feed/update/urn:li:activity:7323328835784003584">our&#xA0;</a><a data-start="989" data-end="1027" rel="noopener">warehouse tour video</a>.<hr><h2 data-start="1032" data-end="1190" id="-information-we-need-from-you"> &#x1F4F7; Information we need from you</h2>To check quickly and guide you toward the right solution, there are a few actions to take depending on your situation.&#x1F4CC; Case 1: You received a product that is not CAVAL<ul data-start="1250" data-end="1375"><li data-start="1250" data-end="1297">Send us a clear photo of the received item.</li><li data-start="1298" data-end="1375">Share a photo of the label visible on the box and/or the delivery carton.</li></ul>&#x1F4CC; Case 2: You received a CAVAL pair but it&#x2019;s the wrong model or size<ul data-start="1453" data-end="1795"><li data-start="1453" data-end="1500">Send us a clear photo of the received item.</li><li data-start="1501" data-end="1622">Share a photo of the label visible on the box, on the side where the product information appears (model, size, code).</li><li data-start="1623" data-end="1795">If the issue is related to size, also send us photos of the size indicated on the received pair:<ul data-start="1726" data-end="1795"><li data-start="1726" data-end="1752">Either under the sole.</li><li data-start="1755" data-end="1795">Or under the tongue inside the shoe.</li></ul></li></ul><hr> <h2 data-start="1797" data-end="1824" id="-what-happens-next">&#x1F680; What happens next?</h2><ol data-start="1826" data-end="2837"><li data-start="1826" data-end="2000">Quick review of your case We immediately check your photos to confirm the error and identify the cause: order preparation mistake, swapped items, or wrong size.</li><li data-start="2002" data-end="2355">Investigation with our logistics partner We contact our warehouse directly to understand what happened.<ul data-start="2123" data-end="2355"><li data-start="2123" data-end="2187">An initial reply is usually expected within 3 business days.</li><li data-start="2191" data-end="2355">Depending on the complexity, the full resolution can take up to 15 business days (especially if we need to check multiple batches or trace the shipment&#x2019;s path).</li></ul></li><li data-start="2357" data-end="2548">Clear return instructions Once the error is confirmed, we&#x2019;ll guide you step-by-step to return the incorrect item. We&#x2019;ll send you a prepaid return label to make the process easy.</li><li data-start="2550" data-end="2837">Shipping the correct item As soon as the issue is resolved and your return is registered in our warehouse, we immediately prepare the shipment of the correct pair or model. You&#x2019;ll then receive a shipping confirmation email with the tracking link to follow its journey.</li></ol><hr><h2 data-start="2839" data-end="2865" id="tips-to-save-time"> &#x1F4A1;&#xA0;Tips to save time</h2><ul data-start="2866" data-end="3083"><li data-start="2866" data-end="2970">Take your photos as soon as you open the parcel: the sooner we have the info, the faster we can act.</li><li data-start="2971" data-end="3083">Write to us with the email subject: Wrong product received: Order #XXXXX : this helps speed up processing.</li></ul><hr><h2 id="-any-questions-or-doubts"> &#x1F48C; Any questions or doubts?</h2>Write to us at <a data-start="3136" data-end="3147" rel="noopener"></a> <a href="mailto:je@caval.fr" data-fr-linked="true" style=" text-decoration: none;" id="isPasted">je@caval.fr</a>. We&#x2019;re here to fix the issue and get you the right pair as quickly as possible. &#x1F64F;</div>

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

Receiving your package is always a little exciting… until you realize something is missing. 😔It’s very rare, but it can happen. A box poorly sealed, damaged packaging, or an item lost during transport… and you end up with an incomplete order. Don’t

Receiving your package is always a little exciting&#x2026; until you realize something is missing. &#x1F614; It&#x2019;s very rare, but it can happen. A box poorly sealed, damaged packaging, or an item lost during transport&#x2026; and you end up with an incomplete order.Don&#x2019;t worry, we&#x2019;re here to help you fix this as quickly as possible. Whether you noticed it right at delivery or only once you got home, here&#x2019;s what to do so we can act fast.<hr> <h2 dir="ltr" id="-case-1-you-notice-the-problem-at-the-time-of-delivery">&#x1F69A; Case 1: You notice the problem at the time of delivery</h2>If you see that the package has been opened, is damaged, or is missing one or more items&#xA0;before&#xA0;accepting it,&#xA0;refuse the delivery.This step is important: the package will be sent back to us directly, and we can get the process moving more quickly.<hr> <h2 dir="ltr" id="-case-2-you-only-notice-the-problem-once-at-home">&#x1F3E0; Case 2: You only notice the problem once at home</h2>Sometimes it&#x2019;s hard to spot an issue without opening the package. In this case:<ul><li dir="ltr" style="text-decoration:none;">Take photos of the package from all angles, especially if you notice anything unusual: different or added tape, torn cardboard, package already opened&#x2026; </li><li dir="ltr" style="text-decoration:none;">Clearly indicate which item(s) are missing in your message. </li><li dir="ltr" style="text-decoration:none;">Attach a signed sworn statement declaring non-receipt of the missing item, including your full name, address, tracking number, and a copy (front and back) of your ID card. </li></ul>&#x1F4A1; These elements help speed up the investigation with the carrier.<hr> <h2 dir="ltr" id="-what-we-do-next">&#x1F50D; What we do next</h2><ul><li dir="ltr" style="text-decoration:none;">We immediately open an investigation with the carrier. </li><li dir="ltr" style="text-decoration:none;">Investigations usually take several business days, as they require checks with different logistics services. </li><li dir="ltr" style="text-decoration:none;">We&#x2019;ll update you every 2&#x2013;3 business days on the progress until the issue is resolved. </li><li dir="ltr" style="text-decoration:none;">Once the investigation is complete, we&#x2019;ll confirm the chosen solution: resending the missing item or another option suited to your situation.</li></ul><hr> <h2 dir="ltr" id="-deadlines-to-report-a-problem">&#x1F4C5; Deadlines to report a problem</h2>Carriers apply strict rules:<ul><li dir="ltr" style="text-decoration:none;">Damaged order: claim within 5 business days after delivery. </li><li dir="ltr" style="text-decoration:none;">Lost or undelivered package: claim within 30 days after the shipping date. </li></ul>&#x26A0;&#xFE0F; After 30 days from shipment, no investigation can be opened, even in case of loss or non-delivery. In this case, unfortunately, we won&#x2019;t be able to offer a solution.<hr> <h2 dir="ltr" id="-our-tips-to-avoid-unpleasant-surprises">&#x1F4A1; Our tips to avoid unpleasant surprises</h2><ul><li dir="ltr" style="text-decoration:none;">Always check the outer condition of the package upon receipt. </li><li dir="ltr" style="text-decoration:none;">If you notice an issue before signing for or accepting the package, refuse it right away. </li><li dir="ltr" style="text-decoration:none;">Let us know as quickly as possible: the faster the claim, the better the chances of resolving the situation effectively.</li></ul><hr> <h2 dir="ltr" id="-any-doubts-or-questions">&#x1F48C; Any doubts or questions?</h2>Write to us as soon as possible at&#xA0;<a href="mailto:je@caval.fr" style="text-decoration:none;">je@caval.fr</a>.&#xA0;We&#x2019;re here to find a solution together &#x1F64F;

One or more items are missing from my order

We all look forward to receiving our parcels… so getting one dented, torn, or poorly resealed is very disappointing. And it’s certainly not the level of service we want to provide you. Sometimes, fortunately, the packaging is damaged but the contents

We all look forward to receiving our parcels&#x2026; so getting one dented, torn, or poorly resealed is very disappointing. And it&#x2019;s certainly not the level of service we want to provide you. Sometimes, fortunately, the packaging is damaged but the contents are intact. Unfortunately, sometimes an item is missing or damaged. In any case, we&#x2019;re here to help. Here&#x2019;s how to proceed so we can handle the situation quickly.<hr><h2 id> </h2><h2 dir="ltr" id="case-1-you-notice-the-problem-at-the-time-of-delivery">&#x1F69A;&#xA0;Case 1: You notice the problem at the time of delivery</h2><ul><li dir="ltr" style="font-size: 16px;">If possible, refuse the parcel before accepting it.</li><li dir="ltr" style="font-size: 16px;">Notify us immediately to inform us of the situation.</li><li dir="ltr" style="font-size: 16px;">Once the parcel is back at our warehouse, we will resend your order. </li></ul><hr><h2 id="-case-2-you-discover-the-problem-once-the-parcel-is-at-your-home"> &#x1F3E0; Case 2: You discover the problem once the parcel is at your home</h2><ul><li dir="ltr" style="text-decoration:none;">Take clear photos of the package and, if necessary, of the products inside. </li><li dir="ltr" style="text-decoration:none;">Send us these photos along with a precise description of the damage. </li><li dir="ltr" style="text-decoration:none;">We will review your case quickly and offer you an appropriate solution. </li></ul>&#x1F4A1; If the parcel is damaged but everything is present and in good condition, you can of course keep your order.We will still report the incident to the carrier, as this is not the quality level we want to provide and they must be held accountable for this poor delivery.<hr> <h2 dir="ltr" id="-what-if-an-item-is-missing-or-damaged">&#x1F50D; What if an item is missing or damaged?</h2><ul><li dir="ltr" style="text-decoration:none;">Missing item &#x2192; follow the procedure in our article &quot;<a href="https://caval.gorgias.help/en-US/one-or-more-items-are-missing-from-my-order-868652">One or more items are missing from my order</a>&quot; so we can start an investigation and find you a solution. </li><li dir="ltr" style="text-decoration:none;">Damaged pair &#x2192; see our article &quot;<a href="https://caval.gorgias.help/en-US/my-pair-is-damaged-what-should-i-do-919403">My pair is damaged: what should I do?</a>&quot; which explains the steps to follow to get an exchange or refund.</li></ul><hr><h2 id="-a-question-or-need-help"> &#x1F48C; A question or need help?</h2>Contact us as soon as possible at <a href="mailto:je@caval.fr">je@caval.fr</a>.&#xA0; The sooner you report the issue, the more effectively we can act. &#x1F64F;

My package is damaged, what should I do?

encaval

WRONG ORDER RECEIVED

ISSUE WITH MY ORDER

How to make an exchange or return?

Where do I drop off my return?

Return label not received: What should you 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?

Wrong item received: what should I do?

Return Issue: How to Fix It ?

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

Complete Guide: Returns & Exchanges at CAVAL

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?

I bought my pair through a marketplace: how does customer service work?

RETURN AND EXCHANGE POLICY

RETURNS, EXCHANGES AND REFUNDS

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

My order is delayed: what should I do?

DELAY IN DELIVERY

Can I modify or cancel my order?

ORDER CHANGE

My pair is damaged: what should I do?

MANUFACTURING DEFECT

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

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