I have not received my order confirmation emailUpdated a month ago
📬 Haven’t received your order confirmation?
No worries, let’s go through this together.
The order confirmation is automatically sent by email as soon as your payment is validated. It contains a summary of your purchases, the amount paid, your order number, and the delivery address.
If you don’t see anything in your inbox within a few minutes after placing your order, don’t panic, several situations could explain this 👇
✅ You have a CAVAL account
In this case, the first thing to do is check whether your order has been successfully recorded. To do this:
Go to the website, click on “Support”, then on “Access my account”.
Log in with the email address used when placing your order.
Once logged in, your orders will appear in the corresponding tab.
If the order appears in your account, everything is fine, the confirmation email may simply have landed in your spam folder or taken a little longer to arrive.
🕵️♀️ You don’t have a CAVAL account
Despite multiple attempts with all the email addresses in your directory, you can’t log in? Two possible scenarios here:
1. 📧 An error in the email address
A typo or small omission in the email address entered at checkout can be enough to block the email from being sent.
In this case:
👉 Contact us as soon as possible, before the order is shipped.
We’ll check together whether the order has gone through and whether it’s still possible to update your email address.
If the order has already been shipped and the email address is incorrect, the parcel will automatically be returned to our warehouse. It will then be:
Checked by our logistics team,
Restocked,
Fully refunded once the return is validated.
💡 In the meantime, you can check our dedicated article: Can I modify or cancel my order?
2. ❌ A payment failure
It’s also possible that your order was never validated at all. This can happen for several reasons:
Card declined (limit reached, expired card, incorrect code, etc.)
3D Secure validation not completed (SMS or banking app)
Timeout during the payment process
Unstable connection or error when validating
Device-related issues: some browsers (Safari, Firefox) or certain mobiles block security windows
Pop-ups or cookies required for bank validation are blocked
💡 If the payment fails, the order is not recorded and you are not charged.
🛠 The order wasn’t validated?
In this case, here are some tips:
Try placing your order from another device (computer if you were on mobile, or vice versa).
Prefer using an up-to-date browser like Google Chrome.
Allow pop-ups and make sure your banking app is installed and active.
If needed as a last resort, try another payment method.
💌 Still unsure, stuck, or hesitating?
If you can’t identify the cause or have doubts, write to us at [email protected].
We can tell you if the order is recorded, if a change is possible, or if a new payment is required.
We reply within 24 hours, often much faster (48 hours on weekends)!
We’re here to support you every step of the way 💙.