I bought my pair through a marketplace: how does customer service work?Updated 18 hours ago

If you have placed an order on a partner marketplace (such as Veepee, The Bradery, Choose, Les Bienfaiteurs, etc.), the after-sales service is slightly different from that of our caval.fr website. Let us explain!

💳 Who handles payment?

On marketplaces, payment is collected by the platform, not by CAVAL.

This means that we cannot take any action on the order once the sale is complete (we cannot modify, cancel, or refund it).

🔁 I would like to return, exchange, or get a refund.

👉 Please contact the marketplace where you placed your order directly.

They handle:

• returns and refunds,
• commercial gestures,
• complaints.

We do not have access to your order once the sale is complete.
Exchanges are not possible, only returns for refunds.

🎟 A possible solution (in some cases)

If the marketplace has refunded you and you wish to reorder the same pair, we can offer you a promo code to benefit from the same price, subject to conditions:

• The request must be made within 30 days of the end of the sale.
• The pair must still be available on our website.
• The promo code is valid for an equivalent order only.

👉 We do not process these requests more than 30 days after the end of the sale.

🚫 What we cannot do

• Modify or cancel an order placed on a marketplace after it has been shipped.
• Reship a product or exchange it.
• Issue a refund or commercial gesture.
• Intervene more than 30 days after the end of the sale.
• 
  

Need help contacting the marketplace?

Here is a list of addresses: 

Choose: [email protected]

Toasty: [email protected]

QoQa: [email protected] or via qoqa.ch/fr/support

Veepee: via your customer account on veepee.fr > My orders > Contact customer service

The Bradery: [email protected]

Les Bienfaiteurs: [email protected]

Showroomprivé: via your customer account on showroomprive.com > My orders > Contact customer service